UCaaS (Unified Communications as a Service)

Improving customer service in the contact center enhances customer experience. What is UCaaS (Unified Communications as a Service)?

Unified communications as a service (UCaaS) is a cloud-delivered unified communications model that supports voice, video, and web telephony, digital messaging, and internal communications for teams.UCaaS streamlines multiple communication channels, including VoIP phone service, into a single dashboard. While similar to CCaaS, the main difference with UCaaS is that UCaaS emphasizes internal collaboration while CCaaS platforms primarily focus on customer-facing communication.

LiveVox bridges the gap between the two with a next-generation, cloud-based business communications approach that combines voice/telephony services, meeting solutions, messaging, presence/instant messaging, and internal contact center functions from a single provider so businesses can benefit from a unified front and back office solution.

More UCaaS Resources for Call and Contact Centers

Call & Contact Center Omnichannel Customer Experience Platform (livevox.com)

Meet your customers wherever they want to be. Engage with customers across any channel they choose including Voice, Email, SMS, Webchat, and WhatsApp, and easily switch without harming the conversation.

How to Run a Call Center: What Should Agent Desktops Have? – LiveVox

For most contact centers, especially those in highly regulated industries like financial services, it is paramount to have compliance measures baked into your agent desktop so you can orchestrate consent management without sacrificing business functions.

Since compliance and other regulatory requirements for voice and digital channels are embedded, you’ll no longer have to choose between productivity and risk mitigation.

Ways Unified Customer Data Benefits Your Contact Center (livevox.com)

In order to bring data sources together, you need a system to unify them. In this article, we consider just a few of the capabilities that a unified customer data platform can provide.

A unified data platform combines all of your customer information into a single, centralized view. This means your fragmented data sources become one. Which in turn means no more searching across disparate systems or relying on others to pull information for you.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With more than 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.