UCaaS and CCaaS Buyers Prefer an Integrated Platform Related Articles UCaaS and CCaaS: Better When Bundled UCaaS: What Is It? UCaaS or VoIP: Which Is Right for Your Business? Why UCaaS Isn't Enough for Complex Contact Centres © alphaspirit.it - Shutterstock - 1303280152 116 Filed under - Industry Insights, 8x8, CCaaS Back in 2021, 8×8 published its inaugural State of Business Communications Report. It focused on how IT and contact centre leaders had fared with the hastened, pandemic-driven move to remote work and cloud communications. Fast forward, and 8x8s 2024 survey shows that more than half of respondents have suffered buyer’s remorse with the Unified Communications as a Service (UCaaS) and Contact Centre as a Service (CCaaS) solutions they purchased in response to the pandemic, and they have or are considering switching to another provider. More Than Half of Business Leaders Want a Combined UCaaS and CCaaS Platform The UCaaS Buyers Fifty-six percent (56%) of UCaaS buyers who purchased their communications solution in response to the pandemic have switched, or are now considering switching, to a different provider. The top two reasons are: The availability of new solutions (67%) The desire for a combined unified communications and contact centre platform (60%) Thirty-eight percent (38%) of respondents in this category note that, because of the remote work mandate happening so quickly during the pandemic, they didn’t have the time to research solution providers as well as they should have. The CCaaS Buyers When it comes to contact centre technology, 52% of those who purchased a cloud-based contact centre solution in response to the pandemic have switched, or are now considering switching, to a different provider. The top two reasons they gave for switching are: Better pricing (69%) The desire for a combined contact centre and communications platform (57%) Almost a quarter of the respondents (23%) note that, because of the urgent need to enable remote work during the pandemic, they didn’t have the time to research CCaaS solution providers as well as they should have. The Impact of App and Context Switching on Productivity The desire for a combined unified communications and contact centre solution stands out across the board from those suffering from pandemic-driven technology buyer’s remorse. Before switching to a platform approach to unified communications and contact centre, half (50%) of the 2024 survey’s respondents said that their organization was using anywhere from three to five disparate solutions for unified communications and contact centre. Meanwhile, more than a quarter (27%) were using six or more solutions. How does this impact productivity? According to a report from Qatalog and Cornell University’s Ellis Idea Lab, the average employee spends 36 minutes daily switching between tools and apps. Refocusing after switching takes approximately nine-and-a-half minutes. In addition, 45% of employees report this makes them less productive, and 43% say app switching makes them feel more tired. Benefits Abound When UCaaS and CCaaS Come Together The 8×8 State of Business Communications research respondents who are now leveraging a combined UCaaS and CCaaS platform have experienced countless benefits—including increased productivity. The top five positive benefits cited are: Improved employee experience Streamlined workflows Greater productivity Improved customer experience More consistent customer experience across the organization Less than one percent of respondents say their organization has experienced no benefits at all from an integrated platform approach to unified communications and contact centre. This blog post has been re-published by kind permission of 8x8 – View the Original Article For more information about 8x8 - visit the 8x8 Website About 8x8 8x8 is transforming the future of business communications as a leading Software-as-a-Service provider of voice, video, chat, contact centre, and enterprise-class API solutions, powered by one global cloud communications platform. Find out more about 8x8 Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: 8x8 Published On: 30th Apr 2024 Read more about - Industry Insights, 8x8, CCaaS Recommended Articles UCaaS and CCaaS: Better When Bundled UCaaS: What Is It? UCaaS or VoIP: Which Is Right for Your Business? Why UCaaS Isn't Enough for Complex Contact Centres Related Reports Guide: Contact Center Buyer's Guide Report: 2030 Customer Experience Vision A Buyers Guide to Selecting a CCaaS and CX Provider eBook: Embracing eXperience Communications as a Service (XCaaS) Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter