Deciding Between UCaaS & CCaaS for Your Organization

Agent Working in a Call Center
If you’re looking for a cloud-based solution that facilitates multi-channel communication, UCaaS and CCaaS are two of the main options. But what’s the difference? And how do you choose between them to get the best option for your organization? Read on as we define both solutions in clear terms and discuss which is right for you.

What is UCaaS?

UCaaS stands for Unified Communications as a Service. It’s a cloud-based communication solution that integrates various communication and collaboration tools into a single platform. UCaaS combines real-time communication services such as voice calling, video conferencing, instant messaging, presence information and collaboration tools like file sharing and screen sharing.

The goal? To streamline communication and collaboration for businesses by providing a centralized platform that users can access over the internet. This eliminates the need for separate communication tools and hardware installations, reducing complexity and improving efficiency.

Here are some of the key benefits on offer:

1. Scalability

Businesses can easily scale their communication services up or down based on their needs without significant upfront investments.

2. Cost savings

Since UCaaS is cloud-based, there’s no need to invest in on-premises hardware or software, leading to cost savings in terms of infrastructure, maintenance, and upgrades.

3. Flexibility

Employees can access UCaaS tools from various devices and locations, promoting remote work and collaboration.

4. Integration

UCaaS integrates various communication channels and tools, making it easier for employees to switch between them seamlessly.

5. Enhanced collaboration

Features like video conferencing, file sharing, and real-time messaging improve collaboration among team members regardless of their physical location.

6. Regular updates

UCaaS providers often update their services to incorporate new features and security measures, ensuring businesses are using the latest technology.

7. Disaster recovery

Since the services are hosted in the cloud, UCaaS solutions typically offer built-in redundancy and disaster recovery measures.

What about CCaaS?

Not a million miles away, CCaaS stands for Contact Center as a Service. It refers to a cloud-based solution that provides businesses with a comprehensive platform for managing customer interactions and communications within their contact center.

CCaaS solutions are designed to enhance customer service, streamline operations, and improve the overall customer experience by integrating various communication channels and tools.

CCaaS solutions are particularly beneficial for businesses that experience fluctuating call volumes, want to provide excellent customer service, and aim to efficiently manage their contact center operations without investing heavily in hardware and infrastructure.

Here’s a rundown of the key features of CCaaS:

1. Multi-channel communication

CCaaS platforms support various communication channels such as voice calls, email, web chat, social media, SMS and even video calls, allowing businesses to engage with customers through their preferred channel.

2. Scalability

Businesses can easily scale their contact center operations up or down based on fluctuating customer demands without major infrastructure changes.

3. Flexibility

Agents can access the CCaaS platform from different locations, enabling remote work and providing better coverage for customers in different time zones.

4. Integrated analytics

CCaaS solutions offer reporting and analytics tools that provide insights into key metrics like call volume, response times, customer satisfaction, and agent performance. This data can be used to optimize operations and improve customer service.

5. Advanced routing

CCaaS platforms often feature intelligent call routing capabilities that direct incoming customer inquiries to the most appropriate agent based on skills, availability and other factors.

6. Self-service options

Many CCaaS solutions include self-service options such as interactive voice response (IVR) systems and chatbots, enabling customers to find information or perform basic tasks without agent assistance.

7. Omnichannel support

CCaaS enables businesses to provide a consistent customer experience across multiple communication channels, ensuring that customers can seamlessly switch between channels without losing context.

8. Integration with CRM

Additionally, CCaaS platforms often integrate with customer relationship management (CRM) systems. This allows agents to access customer information and interaction history, which enhances personalized customer interactions.

9. Quick deployment

Cloud-based deployment reduces the time and resources required to set up and maintain a contact center compared to traditional on-premises solutions.

Which is best for your organization?

Deciding between UCaaS and CCaaS depends on the specific requirements and goals of your organization. Both solutions offer distinct benefits and cater to different aspects of communication and customer engagement. Here are some factors to consider when making your decision:

Focus of communication

  • Choose UCaaS if your primary goal is to improve internal communication and collaboration among employees across different locations or remote work setups.
  • Choose CCaaS if you’re mostly concerned with managing customer interactions and enhancing customer service through various communication channels.

Business objectives

  • UCaaS is suitable for organizations seeking to streamline internal communication, increase productivity and enable remote work.
  • CCaaS is best for businesses with contact centers that want to enhance customer experience, improve agent efficiency, and manage customer interactions more effectively.

Communication channels

  • Primarily, UCaaS covers real-time communication tools like voice calls, video conferencing and instant messaging for employees.
  • On the other hand, CCaaS focuses on customer-facing communication channels such as voice calls, email, web chat, social media, and SMS.

Remote work and collaboration

  • If your organization values remote work and collaboration among employees, UCaaS can facilitate these aspects by providing tools for virtual meetings, document sharing and real-time communication.
  • If your contact center agents need the ability to work from various locations or handle customer interactions remotely, CCaaS solutions offer the necessary tools.

Customer engagement

  • Want to provide exceptional customer service and manage customer interactions as a top priority? CCaaS is tailored to handle customer engagement across multiple channels.
  • UCaaS may indirectly contribute to better customer service by improving internal communication and collaboration among employees.


  • Both UCaaS and CCaaS are scalable solutions, allowing you to adjust resources based on demand. Consider your growth projections and how easily each solution can accommodate changing needs.


  • If you want to integrate communication tools with your existing business applications and workflows, UCaaS solutions might be more suitable.
  • CCaaS solutions often integrate with customer relationship management (CRM) systems to provide agents with better insights into customer interactions.

Budget and resources

  • Evaluate the cost implications of each solution, including initial setup costs, ongoing maintenance, and licensing fees.
  • Consider the resources required for implementation, training, and support for both solutions.

The verdict

In some cases, organizations might find value in adopting both UCaaS and CCaaS solutions, especially if they have a comprehensive communication strategy that encompasses both internal collaboration and customer engagement.

It’s important to thoroughly assess your organization’s needs, goals, and priorities before making a decision. Consulting with IT professionals, stakeholders, and potential solution providers can help you make an informed choice based on your unique circumstances.

How can Aura help?

Whether you opt for UCaaS, CCaaS or a combination of both, you’ll need the right support to make deployment and management easy. That’s especially true if you’re working with existing investment and assets that you want to continue supporting as you move to a cloud-based as-a-service model.

That’s where Aura comes in. We provide global support and professional services to facilitate your transformation on your terms. Our experts can guide the way as you move to UCaaS or CCaaS, then provide everything you need under one contract with one SLA, one invoice and one point of contact. That applies for all vendors, departments, sites and countries, to give your organization true simplicity.

Sound good? Contact us today to talk more about the move to UCaaS and CCaaS for your organization.


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