Why companies are merging cloud communications platforms for better CX

Companies need to meet the ever-growing demands of their customers to remain competitive and deliver a seamless and personalised customer experience (CX). According to Forbes, 73% of customers expect companies to understand their unique needs and interact with them through a variety of digital platforms.

Customers want to be able to move seamlessly between these channels without having to repeat themselves or start the inquiry process all over again. This is why cloud communications platforms and unified communications (UC) are becoming the go-to solution for many enterprises.

Traditional communications services make it hard for companies to provide a holistic and seamless CX, which creates a gap between the customer-facing teams and the internal experts. By merging cloud communications platforms, such as contact centre as a service (CCaaS) and unified communications as a service (UCaaS), companies can create a consistent CX across all touchpoints.

What are CCaaS and UCaaS

These are both cloud-based communications tools used by modern enterprises. CCaaS allows enterprises to handle customer enquiries and support through cloud-based communications services, which provides a more well-rounded experience. It allows companies to manage customer interactions across multiple channels, such as email, phone and chat.

UCaaS, on the other hand, allows employees to communicate with one another through various devices and platforms to improve productivity and collaboration. It combines various communications tools, such as voice, video and messaging, into one cohesive platform.

Why merge CCaaS and UCaaS?

Merging these cloud communications tools allows companies to provide a more personalised, integrated and seamless CX. It makes it more convenient for customers to interact with the business and to have their issues resolved timeously. It essentially links the customer to the in-house experts in real time.

Combining CCaaS and UCaaS also allows customer support teams to access customer information, such as account info and purchase history, and provide individualised feedback more efficiently and quickly.

These integrated communications platforms provide analytics and reporting to business leaders, giving them insights into customer interactions and employee performance. This allows decision-makers to identify areas for improvement and to make data-driven decisions for the benefit of the brand.

It goes without saying that merging these communications platforms needs to be done properly for the system to be effective. If the integration is not seamless, it can lead to a communications breakdown which will have a negative impact on the CX. Similarly, if the integration is not seamless, then customer info cannot be shared between the systems and the CX will become disjointed.

How to integrate cloud communications platforms

To do this successfully, you need to be meticulous with your planning and execution. Draw up a detailed roadmap and consider factors such as data migration, system compatibility and resource allocation. Clear communication and collaboration between team leaders is key to minimising potential issues.

Before integrating the communications systems, ensure that you have identified possible bottlenecks or compatibility issues between the two solutions. Understand the current capabilities of both CCaaS and UCaaS and make an informed decision on how to optimise and align their processes for a seamless integration.

Ensure that your IT teams are prepared to monitor the systems and act quickly should any issues arise. Automated and continuous testing should be installed. If you’re worried about the setup and integration, then choose a trusted ICT services provider like Seacom. We offer numerous communications, cloud and networking services to enterprises throughout South Africa.

Seacom is an experienced managed services provider and can guide your business along the path to improved communications. This will not only boost internal collaboration and productivity but will also improve CX and your brand reputation. For more information about our communications services or to get a quote, email us at marketing@seacom.com or leave us a message.

Seacom owns Africa’s most extensive network of information and communications technology (ICT) infrastructure, including subsea cables and secure internet connections. We offer a diverse range of flexible, scalable and high-quality solutions for businesses that meet world-class standards for connectivity.

Seacom is privately owned and operated, making it agile and adaptable to the needs of the customer. This makes us the preferred ICT and internet connectivity partner for African businesses and peripheral service providers. We can guarantee high-speed, low-latency and secure internet connections to corporates and small enterprises.

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