CCaaS & UCaaS: A 5-Step Checklist to Avoid Expensive Mistakes

Let’s talk about the tale of two cities - or rather, cloud-based communication platforms - that have profound impacts on your business and help you maximize CX.

In this scenario, think of Contact Center as a Service (CCaaS) as a megacity that tends to get all the attention.

It’s flashy and externally focused, working with your customer-facing side of operations.

Meanwhile, Unified Communications as a Service (UCaaS) works quietly in background suburbia to help your internal team.

It tackles subjects affecting your staffers and their work environment such as videoconferencing, file sharing, messaging, and more.

Often we need both - and at the same time - to get the best value for our budgets. Prioritizing one over the other can lead to costly errors and hinder your overall productivity.

This 5-step checklist can help you determine the best CCaaS and UCaaS solutions:

1. Find Existing Pain Points (AKA Data Collection)

One costly error is for companies to skip the research phase and go straight “to the experts” or whichever voice is loudest at that moment. What works for your competitor may not work for you, and vice versa.

That’s why extensive data collection and analysis should take place before scoping the spend.

In one example, we worked with a global call center wanting to save on existing costs and get better terms for its Master Service Agreements. 

It faced numerous challenges: multiple company stakeholders, potential technology upgrades, and deployment across 108+ locations worldwide.

After developing a comprehensive RFP and sending it to 5 qualified vendors, we came alongside the center’s IT team to score responses and hear the best pricing offers.

As a result, our client reduced expenses by $4.6 million (a 16.4% savings) and secured $900,000 upfront transition credits just by doing its due diligence. That can be your company’s story, too!

2. Consider Scalability & Integration

Often mid-market companies are trying to sandwich new CCaaS and UCaaS technologies onto existing systems without evaluating all the variables beforehand. This can lead to frustrations in the middle of the implementation process after it’s too late to draw back.

A trusted advisor can help you walk through questions to ask ahead of time, such as:

Network considerations and connectivity. What data security risks and compliance issues do you need to address? Will your current system provide sufficient Internet capabilities, or is it time for an upgrade?

Managed cloud/IT solutions. Do you have a current IT system in place, and if not, would alternatives such as outsourcing it to a third-party provider make the most sense for your business?

Tailored applications and productivity tools. Will your company require custom applications? If so, can this be tackled in-house or through an outside agency?

3. Count The Costs - All Of Them

We’re all about helping our clients maximize their budgets. Over 30 years, we’ve helped businesses save more than $1 billion and recover sums lost to billing discrepancies through our initial company, Profit Advisory Group.

Expenses to consider in choosing the right CCaaS and UCaaS include:

Availability and Service-Legal Agreement (SLA) needs. Industry expertise and strong vendor relationships can help you negotiate the best pricing and contracts in this area.

Feature requirements. Will certain options require extra features such as analytics, automation, omnichannel communication, and more? Does it make more fiscal sense to choose a la carte or in a package?

Contract periods. Is it better to choose annual agreements for discounted rates, or will your company benefit from shorter durations?

Technology lifecycle management. What considerations will you need for upgrading and replacing equipment?

Because we’re not affiliated with specific providers, we can operate with total vendor and technology neutrality. This means our recommendations focus on giving you the best value for your money.

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4. Anticipate The (AI) Future As Best As You Can 

Because the market is constantly changing, it sounds trite to advise mid-market businesses to “plan for the future.” 

However, AI has led to new paradigms and movement toward self-serve tools in CX, and we recommend our clients take advantage of this wherever possible. 

Not only can this help you automate certain processes in troubleshooting and resource management, but it can also save you time and money in the long term.

As we keep updating our own knowledge in these areas, we pass on our learnings to our clients through webinars, personalized consultations, and more.

5. Balance Continuing Innovation With Long-Term Experience

As a business leader, you’re constantly bombarded with multiple CCaaS options to boost customer satisfaction and improve overall productivity. 

However, it’s important to remember the right UCaaS solution will help streamline communications within your business so you can offer the best experience without, to your clients.

Just like the tale of two cities, let this be “the best of times” to choose a trusted advisor who will help you combine the latest in technology with over 30 years of expertise!