Unifying Communications At Your Fingertips

In a previous blog we looked at the advantages of cloud-based platforms, detailing the differences between UCaaS and CCaaS. These platforms aim to unify business operations into one easy-to-use service, either by focussing on internal or external customer-facing communications.  

UCaaS stands for Unified Communications as a Service and deals with internal services, CCaaS stands for Contact Centre as a Service and deals with the external services. These platforms can be used in tandem depending on business requirements – which has improved productivity and allowed companies to save precious time in their workflow

But what if there was a way to unify further? This article looks further at the future of cloud-based platforms and the ability to combine both Customer Experience (CX) and Employee Experience (EX) into one communication channel XCaaS. 

What is XCaaS?

XCaaS stands for Experience as a Service. It is a cloud-based platform similar to UCaaS and CCaaS, but with a focus on uniting the two to easily and simply support the communications requirements of all employees dealing with both internal and external facing communications. Empowering all employees to work together to deliver differentiated customer experiences. 

XCaaS makes it possible to combine voice, contact centre operations, video and chat and APIs, producing a truly modern communication experience. Using one open integration framework the platform can connect productivity tools like Microsoft Teams and CRM systems. Gartner predicts that “by 2024, organizations providing a total experience will outperform competitors by 25% in satisfaction metrics for both CX and EX.” *

Benefits of XCaaS

Improved EX – By unifying all operations to one system, employees can seamlessly switch between devices, applications, and locations. Employees can also benefit by using some powerful features like:  

  • Real-time organisation-wide reporting  
  • Recording, coaching, and speech analytics 
  • AI-powered insights and workflows 

Improved CX – With enhanced customer services and one unified system all employees can eliminate the disconnect between communications and meet increased customer demands for low friction interactions. 

Cost Savings – Lower monthly costs and maintenance charges by upgrading legacy communications to one simple cost-effective solution. 

Simplicity – Reduce the training needed for employees and use one easy-to-operate system for all your communication needs.  

Easy Installation and Maintenance – Upgrade with minimal effort and fuss. These services can be implemented quickly to suit your needs and require less maintenance than physical communication solutions. 

Improved analytics – Have access to invaluable data from all interactions throughout your business. Enabling you to provide enhanced CX. 

Scalable – Configure, monitor and manage all communications through one administration interface, that can be easily modified to match your business needs. 

Get More Information of XCaaS

XCaaS is just one of the communication solutions provided by 8×8. For more information or for advice on if XCaaS is right for your business, contact NT Voice & Data. We have over 30 years’ experience in the telecoms industry and specialise in providing valued, expert advice and guidance to businesses across the UK.

We’d love to hear from you! Call us on 01623 687750, email us on sales@ntvd.co.uk or use our contact form.

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