Unified communications as a service (UCaaS) consolidates communication tools, such as instant messaging, screen sharing, voice calls, and video conferencing, into a single platform, streamlining workflows company-wide.
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Improved internal collaboration
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Let’s take a look at why you should consider integrating UCaaS with your other business apps.
Stronger Customer Engagement
UCaaS analytics and customer relationship management (CRM) integration provide a deep understanding of customer journeys across different touchpoints. Agents can access conversation transcripts, recorded calls, chat logs, emails, and more within their management console instead of switching between applications.
Armed with rich omnichannel data, teams deliver highly personalized service aligned to each customer’s needs; they can reference previous customer interactions, purchase history, warranty status, satisfaction ratings, product usage data, and other relevant details at a glance.
Omnichannel visibility also facilitates efficient handoffs between sales and service. Customers experience improved consistency as issues get smoothly transitioned to account managers and problems are solved based on prior communications and long-term value.
With UCaaS and CRM integration, employees have the insights to foster strong ongoing relationships instead of transactional interactions. They empathetically engage customers with context from prior interactions, feedback, and inquiries. This holistic approach increases customer satisfaction, loyalty, and lifetime value.
Improved Internal Collaboration
UCaaS integration with productivity suites such as G Suite and Office 365 embeds calling, meetings, and instant messaging directly into the tools employees already use daily. Teams can access a full suite of communication and collaboration tools within their familiar workflows instead of constantly switching between applications.
This consolidated access gives employees more opportunities to connect and align. Here is how:
- Sales teams no longer wait for email replies to coordinate with service teams.
- Remote workers don’t feel disconnected from headquarters.
- Executives broadcast urgent meetings with a few clicks.
- Teams dynamically work together on documents and screen shares while discussing projects face-to-face over video.
UCaaS integrations also unite distributed offices onto a common platform, breaking down silos between locations.
UCaaS embedding unifies contexts, conversations, and content. Employees proactively exchange feedback and ideas, align goals across departments, and execute plans in perfect synchronicity. This interconnection speeds up internal processes making the entire organization more agile and innovative.
Maximized Sales Productivity
Integration between the UCaaS platform, CRM, and other business apps gives sales teams quick access to customer intelligence within calling interfaces. Service reps quickly retrieve account details, order history, service tickets, marketing opt-ins, and other important contexts.
Seamless access helps service reps personalize engagements around individual needs and history, strengthening trust and relationships. It also ensures accurate note-taking as interactions are directly logged into relevant records for future reference.
Click-to-call integrations further optimize customer outreach workflows. Sales reps dial contacts straight from their CRM without manually looking up numbers or toggling between apps. Integrations prepopulate lead details on call screens as well enabling personalized greetings based on role, company details, and past conversations the moment a connection is made.
With key systems united into their workflows, sales teams save significant time while also discovering new sales opportunities through enhanced data visibility. This improved employee productivity results in higher customer satisfaction, shorter sales cycles, reduced churn, and ultimately maximum revenue.
Higher Employee Satisfaction
Communication and collaboration applications unified through UCaaS integrations dramatically improve the employee experience. By embedding tools into existing workflows, teams enjoy greater convenience and efficiency.
These integrations drive satisfaction with:
- Reduced context switching between apps.
- Increased flexibility with one platform across devices.
- Streamlined workflows with embedded capabilities.
- Improved collaboration across distributed teams.
- Enterprise-grade security and reliability.
With everything they need in one place, employees feel empowered instead of bogged down by toggling between apps. They work productively, on flexible terms, through mobile and desktop access.
The results are higher employee engagement, satisfaction, and retention rates. A connected workforce is a happy workforce that delivers better business outcomes.
Better IT Oversight and Security
UCaaS integration with existing business systems gives IT leaders better control, visibility, and protection over communication infrastructure. Since capabilities are embedded through APIs into core workflows, IT maintains centralized management via the cloud-based admin portal.
From one intuitive dashboard, IT oversees calling, meetings, messaging, mobility, and other functions across the entire business. They monitor usage trends, analyze engagement data, customize configurations per department, and apply security protocols for company-wide alignment.
Embedded integrations also strengthen security by connecting communication channels directly to SSO, Azure AD, and other access management systems. Advanced identity controls restrict entry points while letting authorized personnel seamlessly access UC tools.
The consolidation of communication systems into a single platform also reduces bloatware across the tech stack. Companies minimize security risks from multiple fragmented applications and redundancies across on-premises equipment.
With integrated UCaaS, IT leads simplified, secure infrastructure while still delivering innovation through embedded experiences across workflows. The result is better oversight, protection, and strategic impact across communication channels.
Increased Return on Investment
UCaaS integration amplifies the platform’s value by uniting capabilities across workflows company-wide. The return on investment goes far beyond the core phone system cost savings from legacy private brand exchange infrastructure.
Revenue Growth
Seamless accessibility and alignment drive productivity, efficiency, and innovation that translates into revenue growth across several areas, such as:
- Increased sales conversions and customer lifetime value.
- Expanded market reach through embedded digital experiences.
- Improved customer satisfaction and loyalty.
Operational Efficiency
Consolidating systems also lead to gains in operational efficiency, including:
- Consolidated systems and simplified IT management.
- Streamlined workflows and seamless collaboration.
- Right-sized plans and usage-based subscriptions.
Risk Mitigation
UCaaS integration mitigates organizational risks, such as:
- Enhanced security, access control, and oversight.
- Built-in resiliency and redundancy.
- Minimized technical debt across the stack.
Add up savings from higher revenue, reduced costs, and risk avoidance, and UCaaS integration delivers substantial returns across key metrics such as churn, profits, and share price. An embedded unified communications platform also continues fueling new opportunities through ever-expanding ecosystem integrations.
Ensured Business Resilience
The integration of business communications capabilities into core systems ensures business continuity during unexpected disruptions.
With a consolidated cloud-based solution, essential collaboration tools remain accessible during internet, power, or equipment failures. Built-in redundancy routes connect over cellular networks and shift device endpoints to keep teams connected.
Embedded voice, video, and chat functionalities also continue working during regional outages, while employees seamlessly collaborate through laptops, mobile devices, and shared lines. Back-end infrastructure automatically switches to backup data centers, maintaining productivity.
UCaaS integration also centralizes emergency broadcasting, mass notifications, and crisis response workflows. With a few clicks, leadership can share urgent alerts, while remote monitoring tools assist in real-time coordination, minimizing business impact.
With embedded communications and contingency planning, teams maintain business continuity even in chaotic conditions, keeping customers happy and businesses thriving.
Future-Proofed Infrastructure
UCaaS integration future-proofs communication infrastructure through automatic updates, scalable capacity, and simplified integration.
As a cloud-based service, the platform receives continuous software enhancements behind the scenes without requiring manual upgrades. New features and optimizations roll out seamlessly, keeping the company on the latest versions.
Scalable cloud infrastructure also flexes to usage spikes and growth. Capacity adjusts dynamically based on data traffic instead of static hardware units. While legacy private branch exchange equipment caps out, UCaaS sustains seamless expansion.
Open API architecture makes periodic, needs-based integration with emerging technologies simple. UCaaS consolidation enables plug-and-play enhancements using existing embedded foundations.
With automatic updates, elastic capacity, and turnkey integrations, UCaaS offers liberation from legacy platforms and partnerships and lays reliable foundations for the future.
A future-proofed platform remains competitive through continuous feature enhancements, scaled growth, and emerging technology assimilation as industry paradigms shift.
What Are the Benefits of UCaaS and CCaaS Integration?
The integration of UCaaS and contact center as a service (CCaaS) platforms powers seamless collaboration and efficient customer interactions. Unifying communication and contact center systems in the cloud consolidates infrastructure while embedding tools directly into workflows.
This integration:
- Enables flexible omnichannel routing across voice, video, chat, and SMS to agents with optimal availability and skill sets.
- Provides insights from customer journey analytics to tailor engaging individual experiences.
- Drives productivity by reducing app toggling and information lookups.
- Facilitates screen pops for instant access to relevant customer records and interaction history.
- Streamlines transfers and conferences between the contact center and other departments.
- Maximizes uptime through redundancy across shared, resilient cloud infrastructure.
- Simplifies management with central configuration, monitoring, and updates.
- Helps ensure compliance and data security via integrated protocols and controls.
About Symplicity
At Symplicity, we understand the value of transforming your company through UCaaS and business app integration. We are experts in the latest communication technologies, service providers, and platforms. When we work with you, we do so as an extension of your team, looking out for your bottom line.
If you’re interested in exploring how a unified communications solution can work for you, let’s talk about it.
Not only can we help you with your UCaaS adoption, but we can also give your invoices a once-over to identify savings opportunities. Our technology expense management experts are extremely good at finding redundancy, waste, and (in many cases) money owed to you.
From UCaaS solutions to contact centers and mobile device management, we can modernize every aspect of your communications infrastructure.
UCaaS FAQ
What are the benefits of UCaaS platforms?
The benefits of UCaaS platforms include:
- Cost savings from reduced hardware.
- Lower IT management overhead with cloud-based systems.
- Flexibility to use communications tools across devices.
- Scalability to add capacity easily.
- Improved continuity and uptime through redundancy.
- Increased functionality such as analytics and artificial intelligence built into the integrated platform.
What is UCaaS deployment?
UCaaS deployment involves setting up a cloud-based phone system rather than installing premise-based hardware, including the following steps:
- Web interface configuration
- Extension numbers assignment
- Porting over existing contacts
- Establishment of connectivity protocols such as SIP trunks
- Deployment of endpoint devices virtually or physically
- Migration of historical call data
What is the difference between SIP and UCaaS?
Session initiation protocol (SIP) is a signaling standard that controls real-time communications such as voice, video, and chat interactions. UCaaS delivers effective communication plus collaborative tools as a cloud-based integrated solution. SIP manages the connection, while UCaaS provides the full application suite and user platform utilizing SIP for deployment.
How do you use communication systems within a company?
Communication systems are used to enable internal collaboration within a company. This collaboration works through messaging, video meetings, file sharing, mobility features across devices, and traditional voice calling. They also facilitate external interactions using call centers, phone lines, conferencing lines, voicemail, SMS, and fax among other functions.
What is the future of UCaaS?
The future of UCaaS is expected to be characterized by continued growth and innovation, driven by the increasing demand for flexible and efficient communication solutions. Advancements in artificial intelligence and machine learning may lead to more automated and personalized communication experiences.
Integration with other business applications is likely to become more seamless, and analytics capabilities will evolve to provide deeper insights into communication patterns and optimize business processes.
What are the best UCaaS providers?
Some of the top UCaaS providers according to industry analysts are:
- RingCentral for enterprise security.
- Nextiva for SMB support.
- 8×8 for innovative speech analytics.
- Vonage for video and global rollout.
- Microsoft and Zoom tailored for established software ecosystems.
- Cisco for targeting full-service IT needs.
Further Reading
What are the different types of SIP trunking?
What are the best business analytics tools?
What are the UCaaS best practices?
