Unified communications as a service (UCaaS) integrates

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If you’re already moving toward CCaaS, why bother with CXaaS? Aside from improving customer experience, Kerravala says CXaaS could also improve employee experience (EX) and help retain contact center talent.

“People are going to want to work for a company where they can be successful and that largely has to do with the tools that you give them,” he says. “If you put a contact center agent in a position where they’re using old tools and they’re being set up to fail, they’re not going to stay very long.”

UCaaS and CXaaS
enterprise applications laos telegram like voice, SMS, chat, presence, and audio/video conferencing on a cloud-native platform.

Kerravala says if contact agents are using CCaaS, UCaaS can help them communicate and collaborate better with line-of-business units.

“If I’m a customer success (agent) talking to a customer and I want to be able to bring on somebody else and go to a three-way meeting or something, that’s UCaaS. So I think UCaaS and CCaaS are inextricably linked to that.”

Businesses using UCaaS for internal communications and CCaaS for contact center can still adopt a CXaaS model for a holistic, fully integrated CX strategy.

CPaaS and CXaaS
Communications platform as a service (CPaaS) allows organizations to add, integrate and customize features through cloud-based APIs, pre-built apps, and low code options, without requiring substantial changes to their IT infrastructure.

CXaaS UCaaS
“CCaaS and UCaaS are actually just examples of products that you can build on top of CPaaS,” says Kerravala. “CPaaS lets you take the standard interface and evolve it and customize it somewhat to create entirely unique experiences. So to me, CPaaS is the foundation of CX as a service. UCaaS and CCaaS are simply just examples of what we can build (with CPaaS).”

CXaaS isn’t just one technology or platform. It’s a strategy that uses cloud-native technology to generate a real-time, 360-degree view of the customer. Combined with talented human contact center agents, CXaaS aims to deliver an enhanced customer experience that is efficient, convenient, personalized, and seamless.