To me UCaaS and CCaaS conversations should all start the same way…What is the current customer interaction experience vs what is the desired customer interaction experience.
For UCaaS simply ask “How can customers contact you for products and services?” HTe answers tells you the phone capabilities and options, if web or chat is available, email and sms. All with one simple question. And if the person you are asking is an operational user and not in IT, you will also get the pain points : )
