With the increasing demand for quick and convenient ways to reach organizations, various innovative technologies have taken place in the past few years. UCaaS, CCaaS, and CPaas are some of the few technologies that have gained a lot of recognition in these years. All these technologies are cloud-based technologies and share similarities. However, they are quite different from each other and serve different purposes. In this blog, we will get a detailed insight into all these three cloud-based technologies.
In today’s knowledge-driven business world, how a business shares and exchanges information defines its success. Companies, especially the call/contact centers, sales and service teams, and many others are reorganizing and updating their communication strategies to stay competitive. Various developments have been made in the way people share and exchange information. However, the major development throughout this shift has been the emergence of cloud technology solutions. You might have already heard about the term ‘cloud’, also known as cloud computing and technology.
What is cloud computing?
Cloud computing is simply an array of services delivered over the internet or the cloud. Instead of relying on local hard drives and private data centers, cloud computing uses remote servers to store and access data.
Before the emergence of cloud computing, businesses primarily depended on databases, servers, hardware, software, and other supplements to take their businesses online. Companies used to invest heavily in purchasing and maintaining their own servers to meet their business requirements. To minimize the risk of outages and downtime and to accommodate peak traffic volume, businesses had to buy enough server space. In such cases, businesses end-up having large amounts of server space unused for much of the time.
The emergence of cloud services has made it easier for businesses to store and maintain information without investing a huge amount on servers. With these services, companies can save a lot by eliminating the need for onsite servers, maintenance workforces, and other costly IT resources. Instead of buying, owning, and maintaining physical data centers and servers, users can access various technology services including databases and storage as per their specific requirements from a cloud provider. With all these things in mind, it would be correct to say that cloud computing has completely transformed the way businesses used to store and share information.
Who all can use cloud computing?
Businesses of every size, type, and industry can benefit from using cloud services for a variety of reasons such as:
The most popular cloud-based services: UCaaS, CCaas, and CPaaS
Since businesses are swiftly shifting from on-premises communication models to cloud-based communication models, they are using various types of services to enhance their business communication. If we talk about different types of “as a Service” models in the cloud-based communication systems, then the most popular models are:
All these cloud-based communication systems share similar characteristics but vary in terms of their services and functionalities. Still, many people get confused about these cloud-based services.
For a better understanding of each service, let’s discuss all these cloud-based technologies in detail.
What is UCaaS?
UCaaS is the short form of Unified Communications as a Service. It is an all-in-one cloud-based platform that has developed from the concept of unified communications (UC). With the help of UCaaS vendors, businesses can streamline and integrate their communication channels as well as people easily and effectively. The UCaaS vendors generally emphasize areas like voice, SMS, chat, and conferencing applications. This cloud-delivered unified communications model is widely used to support various communications functions including:
Since the cloud hosts UCaaS services, companies don’t need to install and maintain any additional hardware or infrastructure. UCaaS providers are responsible to own and maintain the platform and software. With the help of UCaaS services, agents can provide superior customer service. They can access various advanced company tools and data to assist customers without having to switch back and forth between applications. Even customers can connect with businesses in their preferred medium which makes their support experience even better.
Advantages of the UCaaS Model
Some of the key advantages of choosing the UCaaS model include:
What is CCaaS?
CCaaS is the short form of Contact Center as a Service. CCaaS enables organizations to use a remotely hosted and cloud-based set-up for the smooth running of their contact center operations. The vendors of CCaaS build different products on APIs (Application Programming Interfaces) that work across several operating systems and Internet browsers. The service providers generally focus on offering companies enough capacity and tools to handle and manage customer interactions, queries, and service/support cases easily. Using CCaaS, contact center agents can easily access their company’s contact center software from their mobile device or any web browser, from anywhere and at any time. The CCaaS model is widely used to support various communications functions including:
Due to the increasing dependence on digital communication channels, especially after the pandemic situation, the CCaaS market offerings are expected to grow to $27.8 billion by 2023. Since the platform is hosted in the cloud, users need not invest in any costly hardware. It lets customers connect with a company via their preferred way of communication which leads to a better customer experience.
Advantages of CCaaS Model
Here are some of the key benefits of choosing a CCaaS model:
What is CPaaS?
CPaaS is the short form of Communication Platform as a service. This platform is an extension of both UCaaS and CCaaS. It allows companies to add various communication features to their existing applications. To do this, they do not need to invest in completely new hardware or infrastructure or any additional technical assistance. In simple words, the CPaaS platform lets users build real-time communication features without the need to create their own tech stack. CPaaS vendors provide users with different APIs and code snippets to add to the environments of the cloud-based platforms. The CPaaS model is widely used to support various communications functions like:
CPaaS provides users with prebuilt features and communication channels, thereby eliminating the need to hire any expert team to add APIs and code snippets. The platform includes almost everything like pre-built applications, sample codes, an application programming interface (API), and more to assist companies in integrating desired solutions quickly and easily.
Advantages of CPaaS Model
UCaaS, CCaaS, and CPaaS are all widely used, popular cloud-based technologies. All these technologies help in augmenting the communication experience. You can choose the one based on the specific needs and demands of your business. Choosing the right technology can help you add agility, reliability, security, and control to your overall communication system.
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