29% Leverage the Same Vendor for Both CCaaS and UCaaS

Tricia Morris at 8×8 outlines the eight top takeaways from Metrigy’s Focus on CCaaS + UCaaS Leadership Report.

Research and advisory firm Metrigy recently released a special report that discusses the increasing adoption of contact centre as a Service (CCaaS) and Unified Communications as a Service (UCaaS) technology from a single vendor.

The firm, which focuses on the rapidly changing areas of workplace collaboration, digital workplace, digital transformation, customer experience, and employee experience, notes that 29% of companies responding to their latest research currently leverage the same vendor for both CCaaS and UCaaS, while 43% are planning to do so in the near future.

Why? According to Metrigy’s Customer Experience Transformation study, when companies successfully integrate UC and contact centre, customer ratings improve by 26.5%, operational costs drop by 18%, revenue increases by 22.6%, and employee productivity improves by 23.1%.

Here are six other top takeaways from Metrigy’s Focus on CCaaS + UCaaS Leadership Special Report:

• The global market for UCaaS was $19 billion in 2022. Metrigy forecasts that market to grow at a 5% CAGR, reaching $24.4 billion by 2027.
• The global market for CCaaS was $5.6 billion in 2022. Metrigy forecasts the market to grow at a 12% CAGR, reaching $9.7 billion by 2027.
• For those looking to purchase a combined CCaaS and UCaaS platform, 66.9% of the 641 companies in Metrigy’s Customer Experience Optimization global study said that the contact centre carries more weight in vendor selection when purchasing a platform solution.
• While there are several vendors offering both CCaaS and UCaaS solutions, just three vendors were cited in Metrigy’s CCaaS MetriRank and UCaaS MetriRank reports which evaluate leading CCaaS and UCaaS providers on a fixed set of criteria to assess which are best positioned to succeed in the long term. One of these providers was 8×8 which offers a platform solution for both contact centre and unified communications.
• In Metrigy’s UCaaS and CCaaS MetriRank scoring, 8×8 netted the highest possible score in customer sentiment. In customer business success, 8×8 scored the highest possible score in UCaaS and the highest score for the group in CCaaS.
• Under UCaaS, 8×8 received standout sentiment ratings for response time to problems, integration with other key applications, analytics, and AI capabilities. For CCaaS, under almost all customer sentiment categories, it received one of the top ratings, with a standout sentiment rating for response time to problems and strong ratings on technical features, platform reliability, and security. With regards to customer business success across four categories, 8×8 customers saw the highest positive improvement in customer ratings.

This blog post has been re-published by kind permission of 8x8 – View the Original Article

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