Unified Contact Center & Phone System

Allow your agents to operate in the manner they want to operate without worrying about stumbling over the technology cracks created in an Overlay scenario.

Unify Your Contact Center

Demand for cloud contact centers continues to rise and organizations are demanding more sophisticated solutions from service providers. Historically, Contact Center as a Service (CCaaS) solutions were designed to be delivered over the existing PBX. This empowered contact center leadership to embrace CCaaS due to its quick delivery and its ability to offer advanced features without the necessity of a massive IT project or capital expenditure.
In this “Overlay” delivery model, customers retain their PBX (onpremises or otherwise) and “lay” a CCaaS solution “over” top of that PBX. Operating in this Overlay scenario became common in the marketplace but customers no longer want the pitfalls and gotchas inherent to the CCaaS overlay delivery model.

92.5% of contact center professionals prefer to have a unified contact center solution vs. an overlay solution

*Source: 2018 Contact Center Trends & Market Landscape Survey

Inherent Challenges with CCaaS Overlay

Technology ChallengeCustomer Impact
ACD is unaware of agent’s handset presence
  • Agent could be on a handset call and ACD will attempt to deliver them a 2nd call
  • Inaccurate ACD reporting</li
ACD and PBX are 2 disparate systems
  • Delays in delivering calls to agents
  • ACD users can’t see the entire company phone directory
  • There is no extension dialing when calling or transferring between ACD users and non-ACD users
  • Agents can’t see phone presence of non-ACD users
  • Dropped calls when handset is used for call control functions (like transfer or conference) on an ACD call
  • PBX-based call recording may not have all the typical metadata (date/time, calling party, direction, queue, etc.)

What does Unified mean?

In the Unified approach, the CCaaS software is seamlessly integrated with the UCaaS solution and completely eliminates the Overlay challenges. Unified means:

  • The customer doesn’t worry about an integration project between two separate technology providers (one responsible for the PBX and another responsible for the CCaaS ACD)
  • The customer only has one provider responsible for the technology and will never encounter the dreaded situation where two vendors are “finger-pointing at each other”
  • Agents can operate in the manner they want to operate without worrying about stumbling over the technology cracks created in the Overlay scenario

Unified Contact Center & Phone System

Allow your agents to operate in the manner they want to operate without worrying about stumbling over the technology cracks created in an Overlay scenario. Find out about all the benefits of CCaaS solution features today!