What’s the Difference Between UCaaS and CCaaS?

March 17, 2022


Investing in cloud-based communications can seem complicated and expensive for growing businesses. However, with the right cloud broker and provider, you can easily migrate to the cloud and streamline your business communications, no matter if they’re internal or customer-facing. In this blog, we’ll discuss the difference between two types of cloud-based communications, UCaaS and CCaaS, and answer commonly asked questions, such as:

  • What is UCaaS?
  • What is CCaaS?
  • Which is right for me?
  • How do I migrate?

What Is UCaaS?

Unified communications as a service, also known as UCaaS, is a cloud delivery model that allows for streamlined communication and collaboration. UCaaS features several services needed for day-to-day business operations, such as:

  • Messaging
  • Video conferencing/calling
  • Phone
  • Online meetings

Having all of these services on one convenient platform can help increase efficiency, communication, and productivity in the workplace.

What Is CCaaS?

Contact center as a service, called CCaaS, is a cloud delivery model that allows for seamless, comprehensive customer communication and experiences. CCaaS solutions include services that help businesses easily answer customer questions and provide support, such as:

  • Call queueing

  • Chat bots

  • Interactive Voice Response (IVR)

  • Automatic Call Distribution (ACD)

  • Automated Customer Callbacks 

Investing in CCaaS will prove to be beneficial and efficient not only for your customers, but for your customer service agents, as well.

Which Is Right for Me?

Deciding whether your business would benefit the most from UCaaS or CCaaS can be challenging. It’s important to ask yourself what your business is really in need of, and consider which service would best meet those needs. In many instances, choosing an integration of both UCaaS and CCaaS is the right solution—each offers distinct benefits that can complement the other. UCaaS may be the right cloud-based communications model for you if:

  • Your business currently has scattered internal communication
  • You have a different application for each form of communication
  • You prioritize security
  • You business thrives with the ability to quickly collaborate

CCaaS may be the right cloud-based communications model for you if:

  • You want to improve customer experiences
  • Your business would benefit from analytics
  • Your customer service agents are overloaded
  • You want to switch to an omnichannel approach

If you’re uncertain about which service will serve you the best, a cloud advisor can help you determine the solution set for your unique business. 

How Do I Migrate?

With Optus, cloud migration is made simple. One of our cloud advisors will help you identify exactly what services, contract details, integrations, and other features you want in your UCaaS or CCaaS plan, and then select the provider that best matches your needs. Your provider will take it from there—no need to worry about all the technical migration details!

Let Us Find You the Right UCaaS or CCaaS Plan

At Optus, we want to build a simple, secure, and cost-effective cloud strategy to help you drive business outcomes. Book a discovery session with us today and learn how we can help you level up your communications platforms.

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About Our Blog

We post often about how Optus is helping large organizations across various industry segments get more out of existing communications infrastructures. Be sure and check back regularly for the latest lifecycle extension information from Optus.