Updated: Feb 15
Communication has evolved significantly in recent years that when we talk about communication these days, it’s no longer limited to postal mail, telephone, and telegram.
Nowadays, we are inundated with a plethora of platforms and technologies. Especially so for business users who may encounter terms such as UC, UCaaS, CPaaS, CCaaS, among many others.
But what do these terms mean? We shall look at each of them here.
Unified Communications (UC)
As the name implies, Unified Communication is a system that integrates (or “unifies”) multiple communication methods within a business. Whether your business uses the phone, video conferencing, instant messaging, email, SMS, etc., technology has found a way to integrate them together for them to work with one another seamlessly and you can relay your message across different communication platforms instantaneously, providing greater efficiency in your operations overall.
Unified Communication as a Service (UCaaS)
For some businesses like start-ups and SMEs that do not have a range of communication platforms that they would need in their operations, some providers offer a unified communications model developed from the ground up, consisting of different platforms including telephony, teleconferencing, instant messaging, and mobile communications. This model is known as Unified Communication as a Service (UCaaS) and it is usually being offered over the cloud.
Communications Platform as a Service (CPaaS)
While it is in some ways similar to UCaaS, Communications Platform as a Service (CPaaS) has some key differences as well. CPaaS provides many of the same communication tools that UCaaS offers but in the case of CPaaS, these tools are offered as features that can be added to an existing communications system, without having to rebuild the system itself from the ground up. CPaaS provides a great deal of customization that can help further improve the business’ existing communications system.
Contact Center as a Service (CCaaS)
As the name suggests, Contact Center as a Service (CCaaS) is being offered by communications providers for organizations to have contact center operations where their customers and clients can reach them easily. While normally, building contact center operations involve high physical infrastructure costs, CCaaS offers significant savings by establishing the contact center infrastructure over the cloud. This also allows businesses to take advantage of the communications technologies existing in the cloud and the clear and secure voice and data quality that they offer.