UCaaS vs. CPaaS: Do you have to choose one or the other?

Apr 10, 2019 10:00:00 AM

Businesses need to be agile. Communication must happen instantly, when it counts the most, to really reach impact.

UCaaSvsCPaaSTo reach the goal of moving information quickly, we piece together systems via Application Programming Interfaces (APIs). Business communications involves both internal (meetings, messaging, telephony, etc.) and external (customer-facing) channels. We will look at two well-known service offerings designed to improve communications: Unified Communications as a Service (UCaaS) and Communications Platforms as a Service (CPaaS).

Before we compare UCaaS to CPaaS, let’s look at the similarities.
  1. Both are focused on enhancing communications for businesses.
  2. Both are add-on solutions used in conjunction with your current tools.
  3. Both use APIs.
  4. Neither require you to build your own.
  5. Both are likely cloud-based tools.
  6. Data is stored independently, possibly creating a challenge in monitoring the true customer journey.

What is UCAAS?

UCaaS tools focus on enterprise communications by enhancing internal communications. We use UCaaS to collaborate, set up meetings, enable conferencing, etc. These services integrate to current platforms already in use across your business and seek to connect teams. Think of tying in your marketing team’s CRM to your Contact Centers CRM and Telephony system.

What is CPaaS?

CPaaS empowers real-time communications via APIs. In many cases, these tools are customer-facing. We use CPaaS to initiate live chat, video chat, etc. with the customer. With these add-ons, we can allow our customers to contact the business in the way that works best for them. One of the challenges with CPaaS is weak integration. Switching channels when engaging with customers can be a real challenge. In many cases, you’ll still lack visibility into engagements by way of other channels if the offerings are not native.

What are the differences between UCaaS and CPaaS?

The most distinct differences are the core audiences. UCaaS is geared towards internal business processes, while CPaaS is geared towards external engagement (customer-facing) and enabling real-time communications.

Another difference involves use cases. If you want to enhance workflows internally, you will lean more towards UCaaS. If you want to give your customers more options to engage on their terms, you’re looking more towards CPaaS.

Do you have to choose one or the other?

Not any longer. BCaaS, or Business Communications as a Service, unites internal and external communications on one platform. With BCaaS, you’ll have the knowledge of your customer engagement and internal department input in one collaborative space. BCaaS lets you combine the power of UCaaS with CPaaS in one native platform. If you’re looking for a next-gen platform that offers complete BCaaS, check out Edify.

Ty Givens

Written by Ty Givens

Ty Givens is the founder and CEO of The WorkForce Pro, the leader in contact center success solutions. Her strategic guidance played an integral part in the global success of Thrive Market and ShoeDazzle. Givens is known for her ability to save client’s millions in revenue, improve call answer rates by over 40% and increase productivity by over 30%. She is a trusted advisor for many high profile clients within the e-commerce, healthcare and retail space making her one of the most sought-after strategists for contact centers.