What UCaaS includes
Most UCaaS platforms combine voice calling, video meetings, messaging, presence, file sharing, mobile access, and integrations with calendars, productivity suites, and sometimes CRM tools.
How UCaaS differs from CCaaS
UCaaS is designed for internal communication. CCaaS is designed for customer-facing contact centre operations, including routing, IVR, workforce management, quality, reporting, and customer interaction channels.
What to consider before choosing
Supplier comparison should start with user groups, locations, telephony needs, compliance, migration path, integration with CCaaS, and the operating model that will own the service after go-live.