Unified Communications as a Service (UCaaS) brings together crucial communication and collaboration channels such as phones, virtual meetings, messaging, and file sharing on one platform that can be centrally managed. This allows colleagues to easily make phone calls or host online meetings on their desktop or mobile app, whether in the office or while picking their child up from school. UCaaS solutions not only accelerate digital transformation through easy-to-deploy tools in the cloud, but they can also integrate with existing systems as well. From telephony to meetings and collaboration, businesses can get started with zero hardware installations and very low, if any, upfront costs.
Customer expectations have changed; people now want and expect seamless experiences, quicker resolutions, and more personalization than ever before. In this climate, businesses must embrace digitalization to keep employees happy, provide customers with outstanding experiences, and become sufficiently agile so they can capitalize on new opportunities as they emerge. To address the rise in customer expectations and their desire to communicate with brands over multiple channels, many modern UCaaS providers are enhancing their voice, video and meeting offerings. Best in class UCaaS providers now include new digital channels like SMS, social, web chat, and additional customer insights & reporting within their platforms. The cloud makes it possible for businesses to easily add these additional capabilities with no disruption, no upfront fees, and all within a platform their staff and customers are already familiar with.
While there are many benefits to consolidating your tools with one single vendor there are certain watchouts businesses must consider (hidden prices, lack of innovation and feature releases, audio quality and uptime) and steps business should take to avoid these.
Steps to Take When Evaluating Unified Communication Vendors
Evaluating your options is a critical step in selecting the right UCaaS and CX tools for your business. Here are some steps to guide you through the process.
Define Your Needs
Start by identifying your business’s specific communication needs. Consider factors like the size of your team, the types of communication channels you use, your customer demographics and any unique requirements your business may have.
Research Vendors
Once you’ve defined your needs, research potential vendors. Look for those that specialize in UCaaS and offer integrated CX tools. Pay attention to their reputation, features, and pricing. Research each vendor on trusted review site like G2 and TrustRadius.
Request Demos and Trials
Seeing the product in action can help you make an informed decision. Request demos and trials from your shortlisted vendors to get a firsthand look at how their systems work, how easy it is to manage, how intuitive it is for end users and whether they meet your needs.
Evaluate Support and Training
Good support and training can make a significant difference in your experience with a new system, especially when it comes to deployment. Evaluate the vendor’s onboarding documents, support options and training programs to ensure your team will have the resources they need to launch with little disruption and succeed going forward.
Consider Scalability
Your business will grow and change over time, so it’s important to choose a system that can scale with you. Look for vendors that offer scalable solutions and flexible pricing plans to accommodate your future needs. Your business might not need access to certain digital channels or reporting right now but choosing the wrong vendor now may mean you need to switch much earlier than planned.
Check Integration Capabilities
Ensure that the vendor’s system can integrate with your existing tools and systems. Good integration capabilities can streamline your workflows and enhance the overall efficiency of your communication system.
Assess Security Measures
Security is a critical consideration when choosing a UCaaS provider. Ensure that the vendor has robust security measures in place, including data encryption, secure access controls, and compliance with industry standards.
Compare Costs
Finally, compare the costs of your shortlisted vendors. Consider not just the upfront costs but also the total cost of ownership, including any hidden fees, maintenance costs, and potential future expenses.
Conclusion
Investing in a UCaaS system with integrated CX tools from a single vendor can transform your business communications. It offers numerous benefits, including simplified management, enhanced compatibility, and cost savings. However, it’s essential to carefully evaluate your options and be aware of potential pitfalls to make the best decision for your business.
By following this guide, business owners and IT leaders can make informed decisions that will enhance their communication systems, improve customer experience, and drive business success.
