Back in 2018 and 2019, we used to always talk about integrations (Open APIs) being the key driver. “Does your phone system talk to your CRM?” This was a question we always encouraged our partners to start with, but today that is shifting more towards video conferencing, team messaging, and contact center functionality. This seems to be the trend as we look at the chart below. Open APIs, something that was so important a year ago, is now in fourth place. Meanwhile, video conferencing has taken over the UCaaS world.
UCaaS providers are not created equal, so what are some key factors in selecting a UCaaS vendor?
Video Conferencing Capability
Teams
Contact Center Functionality
APIs (Clouds talking to other Clouds)
Contact Center Platform Integration
SMS Capability (Ability to interact with Millennials)
Physical Path of Traffic (International)
Overseas Deployment Capability
International Call Volume
White-Glove Installation (On-Site vs. Drop-Ship)
Call Volume/Call Duration
Built-in CRM
Term/Commitment
Telarus has tools you can use when selecting a vendor. Don’t use a tool that is a “Choose Your Adventure,” use the Telarus UCaaS Matrix in the back office or Mobile App to select the exact criteria that are critical to your customers.
Are your customers looking to make the shift from prem to cloud? Many vendors are getting creative on the move from prem to cloud; some are offering discounts, credits, and free months. Check out promos.telarus.com for a list of special incentives to migrate these pre users. Take a look below to see the changes that have occurred in the Telarus UCaaS Portfolio over the past three years.
2020 Telarus Supplier Overview: CCaaS
Like UCaaS, the contact center landscape is also changing. Improving adoption of CCaaS can lead to higher customer satisfaction and increased loyalty, increased loyalty leads to repeat business and improved customer advocacy, thereby reducing customer churn. CCaaS can lead to improved agent utilization and efficiency, ultimately driving cost savings. So, what are the greatest benefits of adopting CCaaS?
While the benefits of CCaaS are substantial, the risks of not implementing CCaaS are perilous. Inconsistent customer experiences can lead to higher levels of customer churn; this creates operational inefficiency. The largest potential risk associated with not adopting CCaaS is increased IT budgets driven by high IT infrastructure costs.
So, what are some key factors in selecting a CCaaS vendor?
Chat Capability (Human and AI)
Speech Recognition Apps
IVR Functionality
Video
Co-Browsing
Modular Cost (Ability to add individual elements)
Physical Path of Traffic (International)
Overseas Deployment Capability
Discounts of UCaaS seats
White-Glove Installation/Implementation
Workforce Management Plug-ins
Native SIP Integration
Outage History
Use the Telarus CCaaS Matrix and Business Development Team to help you design and engage with the right provider.
Take a look below to see the changes that have occurred in the Telarus CCaaS Portfolio over the past three years.
