UCaaS Managed for You
UCaaS offers organizations an all-in-one, cloud-based communications platform that includes meetings, video, chat, phone, file sharing, and other collaboration features.
But why managed? IT teams are lean and budgets are tight. That’s why we offer a full suite of managed services and workplace solutions delivered in a budget-friendly OPEX model. We create uniform experiences across multiple locations with consistency, speed, and agility through a robust design, deployment, and manage methodology — giving you one partner to guide you from where you are to where you want to be.
Create a digital workplace that employees will embrace and that also ensures successful business continuity.
Top Considerations for Business Continuity
See what you need to consider to maintain business continuity through Managed UCaaS.
The Digital Workplace
Today’s workforce is changing. There is an evolution (and revolution) happening in the workplace that is affecting how and where we communicate.
What’s the Difference?
Learn about the three UC&C options: on-premises, cloud-hosted, and hybrid and which one is best for your organization.
Managed Migration and Services
With more than 40 years experience in deploying in-building IT and communications technologies, a footprint that spans 120 countries, time-tested methodologies, certified technicians, and a proven track record, we have all the managed services needed
to make your move to UCaaS smooth and successful.
Professional
Services
- Consulting/Discovery
- Engineering/Architecture
- Assessments/Surveys
- Project Management
Field
Services
- On-Site Services
- Multisite Deployments
- Staging Services
- Logistics
- On-Site Staffing
Support
Services
- Remote Configuration
- Remote Support
- Service Desk
- Monitoring
- Sunset Services
- E-Waste
Service Level
Management
- Reporting
- Advanced Escalation
- Service Level Agreements
- Customer Success Manager
Black Box UCaaS Partners
Redefine your business UCaaS. Choose from seamless solutions that provide all-in-one voice, video, messaging, meetings, file sharing, and more. We’ll team up with you to find the right solution for your organization from one of our industry-leading
partners.
Click on a partner logo to discover additional resources and information.
Unified Communications & Collaboration
Successful enterprises know their competitive advantage lies in their workforce and today’s workforce is the most diverse ever with four generations working side by side, each with a preferred way of communicating from phone calls to video conferencing.
Related Topics
Read more about the technologies in UCaaS
New Year, New CX: Part 1 — Five People-Centric Resolutions for 2023
What are your CX resolutions this year? If you haven't thought about what changes you need to make to improve your bottom line, it's time to move CX to the top of the list.
The best way to improve your CX this year is to think about the human side and just improve your customer relationships. Simple, right? Not so fast.
Good relationships (whether it's your significant other, your friend, or your customer) don't just happen. They take work. But the payoff is worth it in customer loyalty. Here are five people-centric actions you can take to improve your CX this year.
1. Trade Places with Your Customer
Practice empathy. Really look at how your customers interact with you — from their perspective. Then think about your own CX/CS experiences.
How did you feel when you had to return a product, file a claim, or get support? Anxious? Irritated? Angry? Did you have to wait? Push multiple buttons? Answer the same questions over and over? Or were you pleasantly surprised how easy the experience was? Either way, did your experience influence how you felt about the company? Of course it did.
You expect a great experience. So do your customers. Salesforce found that 73% of customers expect companies to understand their needs and expectations but only 51% say that companies generally do.1 Needless to say, there's room for improvement.
2. Build Better Relationships
Do you consider your customers your friends? Treat them like one. If a friend ignores a call, text, or email, you may feel slighted and decide not to reach out to that "friend" again. It's the same with customer relationships. Dissatisfied customers may not come back and the ramifications can be quite costly. Here are some eye-opening stats on why it so important to build loyal customer relationships.
A Bain & Company study found that a customer is four times more likely to buy from a competitor if the problem is service related rather than price or product related.2
- It takes 12 positive customer experiences to make up for one negative experience.3
- 70% of buying experiences are based on how the customer feels they are being treated.4
3. Know the Difference between Customer Service and Customer Experience
Customer service is the frontline customer support team. Customer experience spans marketing, sales, customer service, operations, and IT.
- Customer service is a subset of customer experience (CX). Customer service is how you deliver products and services and interact with the customer before, during, and after the purchase.
- CX is the overall perception your customers have of you based on every interaction with your brand. This starts with the first impression when your customer discovers your brand to where it is now. Every touchpoint (audio, visual, online, digital, print, human, retail, etc) is part of the customer experience.
4. Create Great CX
Great CX pays off. According to the Salesforce State of the Connected Customer report, 91% of business buyers and 86% of consumers said the experience a company provides is as important as its products and services.5
An Oracle survey showed that "60% of the participants didn't mind paying more for better customer experience."6
Another survey found that 77% of consumers (Gen X) say they would spend more money with a company that provides a good customer experience. That finding spans all generations too. 81% of Millennials, 74% of Gen Z and 75% of Baby Boomers feel the same way.7
But there is plenty of work to do to get there. The 2022 CX and Communications Insights: Engaging Customers in a Digital World study report found that 65% of consumers believe brands they do business with need to improve their customer experience, up from 35% in 2019.8
One way to create great CX is to start with your EX. Learn more in this blog: Good EX Makes Great CX: 3 Steps to Agent Retention.
5. Be Consistent Across All Touch Points
One of the biggest complaints consumers have is that they are asked for information they've already provided or that the company should know. Customers want seamless interactions across all channels (digital, print, phone, etc.) and all departments (sales, support, service, etc.)
Salesforce research found that 85% of customers expect consistency across all business lines when they engage with a company. They expect your representatives to be aware of any recent transactions or interactions he/she had with your company, regardless of the department. By not having that consistency across all touchpoints, you risk losing the trust of 55% of customers.9
The moral of the story? Share customer information across all channels and departments.
You may not be able to keep all your CX resolutions this year, but you've got a good starting point in this list. It's also a great primer on what steps you can take to improve your customer relationships and make your CX people-centric. Happy customers are loyal customers and loyal customers are great for the bottom line.
To learn more, read the next five steps in this blog: New Year, New CX: Part 2 — Five Corporate-Centric Resolutions.
The Black Box Customer Experience team stands ready to assist you achieve your CX goals. To learn more, take a look at our CX web page.
Here are some other CX resources you may be interested in.
- The Role of Contact Center for an Enhanced Customer Experience Article
- We Are Not a Call Center White Paper
- Good EX Makes Great CX: 3 Steps to Agent Retention
If you would like to receive our quarterly newsletter, View from the Edge, you can sign up here.
- https://www.forbes.com/sites/deniselyohn/2020/01/07/five-new-years-resolutions-for-great-cx/?sh=5d01d6b23e46
- https://www.helpscout.com/75-customer-service-facts-quotes-statistics/#
- https://www.salesforce.com/blog/customer-service-stats/
- Ibid
- https://www.salesforce.com/blog/customer-experience/#h-why-customer-relationships-matter
- https://www.revechat.com/blog/customer-experience-strategy/
- https://www.broadridge.com/_assets/pdf/broadridge-2022-cx-comms-report.pdf
- https://www.broadridge.com/_assets/pdf/broadridge-2022-cx-comms-report.pdf
- https://www.salesforce.com/blog/customer-experience/
Where Do We Start?
Work quickly to identify needs and outline a plan of action. Contact a Black Box expert today.
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