空間融合：UCaaS 和 CCaaS 整合

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個工作天內

價格

簡介目錄

增強協作和客戶參與的整合技術

在瞬息萬變的商業世界中，保持時代的前沿至關重要。過去十年，隨著企業努力應對數位時代的挑戰和機遇，企業傳播領域發生了變化。溝通工具和策略不斷發展以滿足工人的現代需求。

客戶服務和內部溝通的綜合方法為加強協作、改善客戶體驗和卓越營運提供了一條充滿希望的途徑。提供 UCaaS、CCaaS 和通訊平台即服務 (CPaaS) 的統一平台是下一代業務通訊解決方案的基礎。透過仔細的規劃和策略思考，企業可以充分利用這種整合的潛力，為更光明、更連結的未來鋪路。全球超過 95% 的企業認知到緊密整合 UCaaS 和 CCaaS 應用程式對其組織非常重要。人工智慧技術的使用有可能顯著增強這些服務、提高效率、改善客戶體驗並實現更好的決策。

儘管平台變得越來越整合，但許多解決方案仍然是孤立的，UC 和 CX 工具之間的資料和功能共用有限。主要供應商在跨應用程式整合功能（例如狀態、目錄存取和點擊通話）方面取得了長足進步。然而，由於最初設計為獨立產品的遺留程式碼庫，完整的資料/工作流程共用仍然受到限制。

泛在通訊時代，企業需要智慧整合UCaaS和CCaaS解決方案。公司需要明白，實現強大的整合策略的途徑是多方面的。整合策略包括與業務目標保持一致、與專家提供者合作以及專注於現實世界的業務挑戰，以改善客戶和員工的體驗。

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