The UCCX Platform offers a variety of communication and collaboration services using a cloud delivery model. In addition, the UCCX platform help organizations reduce Capex (Capital expenditure) compared to deploying an on-premises platform.
The UCCX was developed to shape the relationship among consumers of IT services, those who use IT services, and those who sell them and observed: "organizations are switching from company-owned hardware and software assets to per-use service-based models".
The UCCX is designed under the principles of the following three terms: "Platform for business, Platform for everyone, and platform for developers". The goal of the UCCX platform is to allow users to take benefit from all of these technologies, without the need for deep knowledge about or expertise with each one of them. The UCCX aims to cut costs and helps the users focus on their core business instead of being impeded by IT obstacles.
The main enabling technology for the UCCX platform is virtualization. Virtualization provides the agility required to speed up IT operations, reduces cost by increasing infrastructure utilization, and reduces the possibility of human errors.
Types of platform architectures: Single vs. multi-tenancy
The platform has two main architecture options: single-tenancy and multi-tenancy. In addition, customers can implement a hybrid of the two:
The single tenancy is more attractive to companies that need greater security as each customer's data is kept separate. Also, in a single tenancy, downtime for one customer does not mean downtime for another.
Features of the UCCX platform
Voice over IP (VoIP). VoIP delivers voice and multimedia communications using a network or internet connection. Calls travel between two endpoints as data packets.
Video conferencing. Video conferencing adds visual context to a call. As more organizations support remote workers, video conferencing helps connect them with on-site teams
Instant messaging (IM). IM is an application that provides real-time messaging.
Enterprise mobility. Enterprise mobility is a business approach that supports remote workers through mobile accessibility. The rise of remote work puts a heavy emphasis on easy access to tools and applications, regardless of a worker's location.
Communications platform as a service (CPaaS). CPaaS provides organizations with real-time communications applications delivered through the cloud. CPaaS applications are easily integrated into business applications through APIs.
Customer relationship management (CRM). CRM is a mix of strategies and technologies used to analyze customer interactions and data. CRM compiles data from all points of customer contact. The data gathered is then used to improve the customer experience through automated processes and better access to information.
Contact center. As customers change how they communicate, contact centers have evolved to be more than just call centers. Contact centers make use of the features of the platform like email, VoIP, and messaging.
Benefits of UCCX Platform
The combination of communications and collaboration tools into a simple interface provides organizations with numerous benefits, including:
The Platform Use Cases
Enterprise: While all aspects of business revolve around proper communication and collaboration, UCC tools are especially helpful with product development. Having more streamlined communication channels can also reduce time wasted when waiting for a response and improve operational efficiency.
Education: UCC tools can enhance learning experiences for students by enabling live teaching sessions, video conference review sessions, and real-time file sharing.
Healthcare: Healthcare providers could take advantage of platform solutions to share patient information and consult with additional medical personnel before diagnosis. Tools can also be used to simplify scheduling.