{"id":27804,"date":"2023-10-31T09:30:34","date_gmt":"2023-10-31T09:30:34","guid":{"rendered":"\/gb\/en\/blog\/?p=27804"},"modified":"2023-11-29T15:51:45","modified_gmt":"2023-11-29T15:51:45","slug":"cost-savings-of-ucaas-and-ccaas-integration","status":"publish","type":"post","link":"\/gb\/en\/blog\/cost-savings-of-ucaas-and-ccaas-integration\/","title":{"rendered":"What Are the Cost Savings and Business Benefits of UCaaS\u2013CCaaS Integration?"},"content":{"rendered":"

Following the rapid growth of unified communications as a service (UCaaS) and contact centre as a service (CCaaS) over the last few years, businesses have begun to look for the next level of improvements in communication and collaboration. As a result, a new trend has emerged: the convergence of UCaaS and CCaaS platforms.\u00a0<\/span><\/p>\n

Converging UCaaS and CCaaS brings the features of both platforms into one environment, so a company can streamline interactions, drive efficiency, and enhance the experience for both employees and customers. As we explored in our recent <\/span>Ask the Expert blog<\/span><\/a>, this burgeoning market is being driven by many things, including feelings of digital overwhelm, the need to focus on CX and EX, and the popularity of hybrid working.<\/span><\/p>\n

But just how much do companies benefit from integrating their UCaaS and CCaaS platforms? We asked the global research company, Forrester, to find out.\u00a0<\/span><\/p>\n

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See the real ROI of combining your business communications<\/div>\r\n\t\t\t<\/div>\r\n\t\t<\/div>\r\n\t\t\t\t
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Calculating the Total Economic Impact<\/span><\/h2>\n

Forrester Consulting undertook a <\/span>Total Economic Impact study<\/span><\/a> (TEI), which looked at the potential return on investment (ROI) that could be realised by implementing RingCentral\u2019s integrated <\/span>UCaaS<\/span><\/a> and <\/span>CCaaS<\/span><\/a> solutions.<\/span><\/p>\n

They interviewed five representatives from companies using these solutions (based in the UK, US and Canada) and aggregated their experiences and cost savings into a single composite organisation. Here\u2019s what they found.<\/span><\/p>\n

Savings from reduced call-handling time<\/span>Call-handling time reduced by 20% with the RingCentral CCaaS on its own, and by up to 45% when integrated with the UCaaS. This was due to cloud contact centre capabilities such as skills-based routing and CRM integration, as well as the ability to quickly transfer complicated queries to other colleagues such as internal experts via the UCaaS solution.\u00a0<\/span><\/h3>\n

Over three years, this reduction in call-handling time would save the organisation $10.8 million (\u00a38.65 million), concludes Forrester.<\/span><\/p>\n

Savings on legacy systems<\/span><\/h3>\n

Before adopting the integrated UCaaS and CCaaS, the organisations interviewed used on-premises contact centre solutions as well as multiple UCaaS systems. This approach had several drawbacks, including high maintenance costs, poor scalability, and disconnected systems that couldn\u2019t meet the demands of customers.\u00a0<\/span><\/p>\n

By switching to one platform for all communications, Forrester found that the composite organisation could save $2.68 million (\u00a32.15 million) avoiding legacy system costs over three years.<\/span><\/p>\n

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Savings on IT support<\/span>
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IT support tickets decreased by 30% and these tickets took 60% less time to close. This equated to a three-year saving on internal IT support costs of $195,000 (\u00a3156,000).\u00a0<\/span><\/p>\n

This is down to the fact that RingCentral provides a dashboard to report issues and runs a simple diagnosis to identify the issues and provide solutions. If the organisation\u2019s internal IT support can\u2019t resolve the issues, RingCentral then provides troubleshooting support.<\/span><\/p>\n

Savings on travel costs and time spent using different software<\/span><\/h3>\n

Forrester calculated a 20% reduction in the number of business trips as a result of the unified communications solution, <\/span>RingCentral MVP<\/span><\/a>. This would lead to a three-year saving of $3.67 million\/\u00a32.95 million.\u00a0<\/span><\/p>\n

On top of that, because employees didn\u2019t have to download or log in to multiple applications for conference calls, they saved, on average, 15 minutes before each meeting. This would be worth an additional $48,000\/\u00a338,400 over three years.\u00a0<\/span><\/p>\n

Savings on the contact centre auditing process<\/span><\/h3>\n

The study calculated that contact centre supervisors would spend 25% less time each month auditing agent performance \u2013 a three-year saving of $76,000 or \u00a360,800. This is thanks to the <\/span>Workforce Engagement Management<\/span><\/a> and <\/span>Quality Management<\/span><\/a> modules embedded in RingCentral\u2019s CCaaS, which provide real-time tracking of agent performance.\u00a0<\/span><\/p>\n

Savings on agent training<\/span>
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Because of the enhanced monitoring of agent performance, the converged platform enabled supervisors to better identify issues and opportunities with particular agents and deliver more targeted training. This represents a saving of more than $139,000 (\u00a3111,200) over three years.<\/span><\/p>\n

An overall ROI of 211%. A payback period of <6 months<\/span><\/h3>\n

When compared to the implementation costs of RingCentral, these savings amounted to a net present value of $11.96 million\/\u00a39.57 million and an ROI of 211%. In addition, the payback period would be less than 6 months, concludes Forrester.<\/span><\/p>\n

So for anyone considering investing in a converged UCaaS\u2013CCaaS platform, the business case looks strong.<\/span><\/p>\n

4 more business benefits when you connect UCaaS and CCaaS<\/span><\/h2>\n

Of course, there are other likely benefits of bringing your UCaaS and CCaaS together, particularly improvement in the customer experience (CX). These weren\u2019t quantified for the Total Economic Impact study but they were highlighted by the organisations interviewed. These include:<\/span><\/p>\n