What is UCaaS?

UCaaS, which stands for unified communications as a service, is a cloud-based solution that consolidates all of a business's communication needs into one solution and is hosted by a single vendor in the cloud.

In the past, organizations had to contract one vendor for a PBX, another for video conferencing capabilities, and another for instant messaging. UCaaS simplifies this by enabling businesses to contract with a single vendor. UCaaS offerings can also include audio and web conferencing, email, text messaging, and basic contact center capabilities.

In addition to simplifying the vendor management process, UCaaS also provides the same major benefit as other cloud-based services: IT overhead reduction. For a regular subscription fee, UCaaS providers maintain the software, host the hardware, and use their own staff to take care of it all. As communications technologies become more complex, having knowledgeable, experienced resources managing things can't be underestimated.

UCaaS in the contact center

Because UCaaS is cloud-based, integration with other cloud-based solutions is relatively easy and straightforward. UCaaS can be integrated with contact center software to create a holistic solution that improves both the agent and the customer experience.

One example of a possible feature is a unified agent interface. Instead of having multiple windows open for the different channels the agents support (text, chat, etc.) they are consolidated into a single UI. UCaaS also makes it easier for agents to collaborate with internal subject matter experts (SMEs). The software shows if the SME is available and then enables the agent to message them. If the agent is able to obtain guidance while the caller is still connected, this will positively impact first call resolution rates.

How NICE can help

NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help a company holistically run its contact center operations. CXone includes:

Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Workforce Optimization – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording and performance management (PM).

Open Cloud Foundation – enables rapid innovation with an extensible enterprise-grade platform that scales securely, deploys quickly and serves customers of all sizes globally. We guarantee an industry-best 99.99% availability and offer easy customization through RESTful APIs and DEVone developer program.

CXone also includes pre-defined CRM integrations and UCaaS integrations with most leading solutions on the market. These integrations provide a holistic contact center software solution capable of elevating customer experiences for companies of all sizes.