空间融合：UCaaS 和 CCaaS 集成

Merging Skies: Integrating UCaaS and CCaaS

出版日期: 2023年12月22日 | 出版商:

Frost & Sullivan | 英文 65 Pages | 商品交期: 最快1-2个工作天内

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简介目录

增强协作和客户参与的整合技术

在瞬息万变的商业世界中，保持时代的前沿至关重要。过去十年，随着企业努力应对数位时代的挑战和机会，企业传播领域发生了变化。沟通工具和策略不断发展以满足工人的现代需求。

客户服务和内部沟通的综合方法为加强协作、改善客户体验和卓越营运提供了一条充满希望的途径。提供 UCaaS、CCaaS 和通讯平台即服务 (CPaaS) 的统一平台是下一代业务通讯解决方案的基础。透过仔细的规划和策略思考，企业可以充分利用这种整合的潜力，为更光明、更连结的未来铺路。全球超过 95% 的企业认识到紧密整合 UCaaS 和 CCaaS 应用程式对其组织非常重要。人工智慧技术的使用有可能显着增强这些服务、提高效率、改善客户体验并实现更好的决策。

儘管平台变得越来越集成，但许多解决方案仍然是孤立的，UC 和 CX 工具之间的资料和功能共用有限。主要供应商在跨应用程式整合功能（例如状态、目录存取和点击通话）方面取得了长足进步。然而，由于最初设计为独立产品的遗留程式码库，完整的资料/工作流程共用仍然受到限制。

泛在通讯时代，企业需要智慧整合UCaaS和CCaaS解决方案。公司需要明白，实现强大的整合策略的途径是多方面的。整合策略包括与业务目标保持一致、与专家提供者合作以及专注于现实世界的业务挑战，以改善客户和员工的体验。

In the ever-evolving business landscape, staying ahead of the curve is essential. The world of enterprise communications transformed over the last decade as businesses grappled with the challenges and opportunities of the digital age. Communication tools and strategies have evolved to meet the modern needs of workers.

An integrated approach for customer-facing and internal communication offers a promising pathway to enhanced collaboration, improved customer experiences, and operational excellence. Integrated platforms delivering UCaaS, CCaaS, and communications platform as a service (CPaaS) are the foundation of next-generation business communications solutions. With careful planning and a strategic mindset, businesses can harness the full potential of such integration, paving the way for a brighter, more connected future. Over 95% of businesses globally recognize that tightly integrating UCaaS and CCaaS applications is important for their organization. The use of AI technologies will likely enhance these services dramatically, driving efficiency, improving customer experiences, and enabling better decision-making.

While platforms are becoming more becoming much more integrated, many solutions remain silos with limited data and feature sharing between UC and CX tools. Leading vendors have made progress in integrating features like presence, directory access, and click-to-call between apps. However, full data/workflow sharing remains limited due to legacy codebases originally designed as standalone products.

In an age of ubiquitous communication, enterprises are urged to integrate their UCaaS and CCaaS solutions wisely. Organizations need to understand that the path to a robust integration strategy is multi-faceted. It involves aligning with business objectives, partnering with expert providers, and focusing on real-world business issues to enhance both customer and employee experiences.

Strategic Imperatives

Why is it Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top 3 Strategic Imperatives on Global Integrated UCaaS & CCaaS
Growth Opportunities Fuel the Growth Pipeline Engine™

Introduction: Understanding UCaaS & CCaaS

The Evolving Landscape of Enterprise Communication
Unified Communications as a Service (UCaaS)
Contact Center as a Service (CCaaS)
Ucaas and CCaaS Differences
Key Elements of Convergence of UCaaS and CCaaS
Key Factors Driving Changes in the UC & CC Solutions

The Case for Integration

The Case for Integration: Front-office & Back-office
The Case for Integration: Operations/Cost Management

Recognizing the Value Proposition of Integrated UCaaS and CCaaS

Business Goals Human-Centric Focus
Recognizing the Need for Integrated UCaaS and CCaaS
The Value Proposition of Integrated UCaaS and CCaaS
Current State of Integration
Importance of Cloud Adoption to Achieve Integrated UC & CC
Importance of CPaaS for Integrated UC & CC
Flexible APIs, CPaaS, and Programmability Enables Contact Centers to add New Capabilities Quickly and Easily