Do you often need help to differentiate between cloud-based communication models? Or do you need to improve your team’s communication? Here’s one way to do it.
Unified communications as a service (UCaaS) and communications platform as a service (CPaaS) are now the main models for cloud-based communications. While the two platforms have similar features, they serve different needs.
In this blog, you’ll learn more about these two communication models. What’s the difference between UCaaS and CPaaS? How do they work? We’ll also discuss when to choose one solution over the other and when to combine both services.
UCaaS vs. CPaaS: What Sets them Apart?
UCaaS and CPaaS are cloud-based communication systems that are delivered as a service. However, these two solutions differ significantly.
The primary distinction between UCaaS and CPaaS solutions is customization. UCaaS solutions bundle many pre-existing tools into a single package. CPaaS solutions let businesses build their communications via APIs.
What Is UCaaS?
UCaaS offers businesses internal communication tools through the cloud. Organizations adopt UCaaS to integrate many technologies and access cloud resources. It consolidates apps and services like audio conferencing, calls, chat and video into one cloud environment.
What Is CPaaS?
CPaaS offers a range of communication APIs that developers can integrate into other apps and services. It lets developers add real-time communications to cloud apps without investing in new backend structures.
Comparing UCaaS and CPaaS
If you consider these two options, they might seem highly similar. When we compare both models, we see that both UCaaS and CPaaS utilize the cloud to perform key communication tasks. Both improve enterprises’ access to high-bandwidth, low-latency tools and services.
Despite some overlap, UCaaS and CPaaS have separate characteristics and functions. There are some differences in their application and design.
Consider this cloud stack: Software as a Service vs. Platform as a Service. UCaaS is software as a service. It is a large-scale communications program. It integrates existing tools and provides new capabilities. Meanwhile, CPaaS is a platform as a service, requiring more customization and work from organizations.
Benefits of UCaaS and CPaaS Software
As we have established, both UCaaS and CPaaS offer many benefits for businesses. Some of these benefits include:
- Access to innovation: CPaaS and UCaaS solutions use advanced tech, like chatbots and mobile UC apps. It would be too costly for companies to develop these on their own.
- Cost control: Both technologies use the cloud to scale up on demand. CPaaS layers are on top of existing stacks, while UCaaS cuts hardware costs and maintenance.
- Ease of use: Implementing UCaaS and CPaaS solutions isn’t complex. Users can access them the same way they access traditional communication tools.
- Improved outcomes: Customizing APIs takes expertise but is faster than building backend systems. UCaaS’s unified nature lets employees work seamlessly across devices and networks.
When To Use CPaaS Over UCaaS (and vice versa)
CPaaS and UCaaS require different organizational strategies. To get the most from customizable CPaaS, companies must hire developers. They also need to create and manage API implementations. The key to UCaaS deployments hinges on how it is used.
How do staff and customers interact with the system? Are there areas where expectations don’t match reality like in mobile UC apps? Ultimately, it comes down to how much customization you need and what you’re willing to invest. Of course, in some situations, it’s best to use both CPaaS and UCaaS.
When should you use UCaaS Over CPaaS?
The unified nature of UCaaS makes it an excellent fit for specific business needs, including:
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Turnkey Communications Suite
UCaaS is excellent if your company wants to improve internal communications. It offers a platform with integrated telephony, a contact center, and collaboration tools. It is ready to use, includes conferencing, and requires little customization.
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Internal Team Communication
72% of business leaders say good communication boosts productivity. UCaaS solutions help by giving you the tools you need to connect and collaborate on one platform.
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Contact Center Foundation
UCaaS features like intelligent call routing and IVR menus are an excellent base for customer service. They also include call recording, omnichannel queues, and customizable agent desktops.
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Replacing Legacy Phone Systems
Switching from old on-premise phone systems to UCaaS lets you modernize your communications. You can do this without installing or maintaining costly, specialized hardware.
When should you use CPaaS Over UCaaS?
Certain business use cases are especially well-suited for CPaaS solutions, including:
- Personalizing Customer Experiences
According to a research by McKinsey, 70% of customers expect personalized interactions from businesses. The same research found that 76% of customers get frustrated when they don’t get personalized interaction. CPaaS lets your company provide a tailored experience across voice, SMS, and video channels.
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Enhancing Internal Apps and Workflows
A CPaaS solution can add notifications, alerts, and messaging to your existing apps, streamlining workflows without disruption.
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Offering Omnichannel Flexibility
CPaaS software lets you engage customers across their preferred channels and ensures seamless transitions between channels, helping your agents provide consistent interactions.
Wrapping up
In many circumstances, businesses might profit from integrating UCaaS and CPaaS services. CPaaS generally improves collaboration, although UCaaS is better for internal communications. CPaaS’s flexible nature makes it naturally consumer focused.
But this isn’t an either/or situation. The CPaaS vs. UCaaS debate shows benefits to both. Deploy a UCaaS solution to consolidate your corporate communications. Then, layer a CPaaS offering on new stacks to improve customer communications. Since the cloud underpins both services, these solutions will work in unison.
What lies ahead? It depends on the metrics and your expectations. Your best bet is to utilize both technologies to maximize the impact of cloud communication on your business. Want to combine CPaaS and UCaaS to get more? Get started with the leading communication software solution in the business.
