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How UCaaS & CCaaS can solve pain points in different verticals

Education (K-12 + Higher Ed)

Pain Points & Solutions:

Siloed communication across departments and campuses

Centralizes messaging, calling, and video for all staff and faculty

Siloed communication across departments and campuses

Difficulty coordinating with remote faculty/students

Supports distance/hybrid learning and virtual office hours

Difficulty coordinating with remote faculty/students

Limited IT resources to maintain on-prem systems

Cloud-based = less IT maintenance and faster deployment

Limited IT resources to maintain on-prem systems

Compliance with FERPA and other regulations

Includes mass notification tools for safety and compliance

Compliance with FERPA and other regulations

Emergency communication gaps

Enables real-time collaboration across campuses

Emergency communication gaps

View CCaaS Partners

Healthcare (Hospitals, Clinics, Home Health)

Pain Points & Solutions:

Outdated PBX systems causing call quality issues

Cloud based = Reduces IT overhead and system downtime

Outdated PBX systems causing call quality issues

Disconnected communication between care teams

Enables virtual visits, mobile care, and remote staff connectivity

Disconnected communication between care teams

Inefficient patient communication workflows

Secure voice/video/messaging integrated with EHR/EMR tools

Inefficient patient communication workflows

Security and HIPAA compliance risks

HIPAA-ready communication platform with audit trails

Security and HIPAA compliance risks

View UCaaS Partners

Difficulty supporting hybrid and remote administrative staff

Improves coordination between clinical and non-clinical teams

Difficulty supporting hybrid and remote administrative staff

No unified view of patient communication history

EHR-integrated support for better patient journeys

No unified view of patient communication history

Missed appointments and coordination issues

Appointment reminders and proactive notifications via SMS/voice

Missed appointments and coordination issues

Long hold times and patient frustration

Queue management, AI chatbots, and callback options

Long hold times and patient frustration

Regulatory compliance (HIPAA) requirements

HIPAA-compliant omnichannel contact center

Regulatory compliance (HIPAA) requirements

Struggle to handle spikes during outbreaks or open enrollment

Real-time analytics to optimize staff allocation and SLA adherence

Struggle to handle spikes during outbreaks or open enrollment

Manufacturing

Pain Points & Solutions:

Poor communication across plant, warehouse, and office staff

Unifies factory floor, warehouse, and HQ communication

Poor communication across plant, warehouse, and office staff

Legacy systems with high maintenance costs & downtime

Improves uptime with cloud-based redundancy

Legacy systems with high maintenance costs & downtime

Limited mobile or remote access for field teams

Mobile apps for field service, logistics, and plant supervisors

Limited mobile or remote access for field teams

Missed or delayed alerts impacting operations

Integrates with ERP/MRP systems for seamless workflows

Missed or delayed alerts impacting operations

Difficulty scaling with growth or M&A

Scales across multiple facilities with minimal hardware

Difficulty scaling with growth or M&A

View Security Partners

Professional Services (Consulting, Legal, Accounting)

Pain Points & Solutions:

Client communication spread across multiple tools

Centralizes communication in one secure platform

Client communication spread across multiple tools

Lost billable time due to inefficient communication

Integrates with CRM and billing systems

Lost billable time due to inefficient communication

High compliance and confidentiality requirements

Call recording, transcripts, and logs for compliance & audits

High compliance and confidentiality requirements

Disconnected collaboration among teams

Enhances responsiveness and availability

Disconnected collaboration among teams

Inability to support flexible/remote work securely

Enables secure remote work with full call/video access

Inability to support flexible/remote work securely

View Network Partners

Hospitality (Hotels, Resorts, Restaurants)

Pain Points & Solutions:

Disconnected systems across properties or brands

Centralized, multilingual communication across locations

Disconnected systems across properties or brands

Staff coordination challenges during shifts or emergencies

Front-desk, housekeeping, and management can stay connected

Staff coordination challenges during shifts or emergencies

Poor customer service due to dropped or missed calls

Mobile support for concierge and staff on-the-go

Poor customer service due to dropped or missed calls

Language or location-based communication barriers

Integrates with PMS, POS, and booking platforms

Language or location-based communication barriers

High cost of legacy systems in multi-site setups

Cloud-based systems reduce infrastructure spend

High cost of legacy systems in multi-site setups

View Security Partners

Retail & eCommerce

Pain Points & Solutions:

Inconsistent customer experience across channels

Unified voice, messaging, and video across store locations

Inconsistent customer experience across channels

Communication breakdown between store and HQ

Mobile and desktop access for frontline and remote staff

Communication breakdown between store and HQ

Limited visibility into customer or employee calls

Call analytics and recordings to monitor CX quality

Limited visibility into customer or employee calls

High call volumes during peak seasons

Supports contact center and omnichannel retail workflows

High call volumes during peak seasons

View UCaaS Partners

Difficulty training and onboarding new store staff

Rapid setup for new stores or seasonal hiring

Difficulty training and onboarding new store staff

High volume of customer inquiries during promotions, launches, or holidays

Scalable infrastructure to manage peak season surges without service drops

High volume of customer inquiries during promotions, launches, or holidays

Poor omnichannel experience (customers jumping between chat, email, calls)

Omnichannel support across voice, chat, email, and social—consolidated in one platform

Poor omnichannel experience (customers jumping between chat, email, calls)

Difficulty managing returns, shipping issues, and complaints efficiently

AI-powered bots and IVRs handle FAQs, order tracking, and return status 24/7

Difficulty managing returns, shipping issues, and complaints efficiently

Lack of insight into agent performance and customer satisfaction

Real-time analytics and CSAT tracking to monitor agent productivity and customer happiness

Lack of insight into agent performance and customer satisfaction

Inconsistent service across physical stores, warehouses, and online channels

CRM and eCommerce platform integrations (e.g., Shopify, Salesforce, Zendesk) give agents full customer context

Inconsistent service across physical stores, warehouses, and online channels

Inability to personalize service or respond quickly at scale

Personalized experiences via smart routing and customer interaction history

Inability to personalize service or respond quickly at scale

Real Estate (Commercial & Residential)

Pain Points & Solutions:

Agents and brokers are often mobile and disconnected from office systems

Cloud-based phone and messaging systems work on any device — office, mobile, or at home

Agents and brokers are often mobile and disconnected from office systems

Difficult to track communication across listings, clients, and team members

Scales easily as teams grow or open new branches

Difficult to track communication across listings, clients, and team member

Lack of centralized tools for voice, video, and messaging

Team messaging and video conferencing simplify collaboration across locations

Lack of centralized tools for voice, video, and messaging

Complicated onboarding for new agents across locations

Improves onboarding with plug-and-play access to communication tools

Complicated onboarding for new agents across locations

No visibility into agent performance or call tracking

Call logs, recordings, and CRM integrations give full visibility into deal progress

No visibility into agent performance or call tracking

Missed calls or slow responses = lost deals

Auto-attendant and call routing ensure leads are never missed

Missed calls or slow responses = lost deals

View Security Partners

Financial Services (Banking, Wealth Management, Credit Unions)

Pain Points & Solutions:

Long wait times and poor customer service experience

Advanced routing to reduce wait times and connect clients faster

Long wait times and poor customer service experience

Need for secure, compliant communication (e.g., PCI, FINRA)

Built-in compliance tools (recording, audit trails, data masking)

Need for secure, compliant communication (e.g., PCI, FINRA)

Disconnected communication channels (voice, chat, email)

Omnichannel support with secure voice, chat, email, SMS

Disconnected communication channels (voice, chat, email

Inability to scale during surges (e.g., tax season, economic shifts)

Scales instantly to handle seasonal or crisis-driven spikes

Inability to scale during surges (e.g., tax season, economic shifts)

Limited visibility into call center performance

Real-time dashboards and reporting for performance tracking

Limited visibility into call center performance

View UCaaS Partners

Auto Dealerships (Franchise + Independent)

Pain Points & Solutions:

Missed calls = missed revenue (sales, service, parts)

Centralized inbound/outbound call and messaging solution

Missed calls = missed revenue (sales, service, parts)

No visibility into agent performance or call tracking

Performance dashboards and call recordings to coach staff

No visibility into agent performance or call tracking

Poor coordination between sales, service, and finance

Call routing based on department (sales, service, finance)

Poor coordination between sales, service, and finance

Limited capacity for follow-ups or lead nurturing

Integrated with CRM for real-time lead and customer context

Limited capacity for follow-ups or lead nurturing

Customer frustration from being bounced around

Auto-dialers and SMS tools for lead follow-up and appointment reminders

Customer frustration from being bounced around

View Security Partners

Logistics / Transportation

Pain Points & Solutions:

Disruptions in driver or shipment communication

Real-time communication via phone, SMS, and email from a single platform

Disruptions in driver or shipment communication

Inconsistent customer support across channels

Intelligent routing for customer inquiries (billing, delivery, freight)

Inconsistent customer support across channels

No insight into contact center KPIs or missed SLAs

Customizable dashboards to monitor SLAs and CSAT in real time

No insight into contact center KPIs or missed SLAs

High call volumes during delays or disruptions

Call and interaction logging to improve dispute resolution

High call volumes during delays or disruptions

Poor collaboration between dispatch, customer service, and carriers

AI bots for self-service shipment tracking or ETA updates

Poor collaboration between dispatch, customer service, and carriers

View UCaaS Partners

Utilities / Energy

Pain Points & Solutions:

High call volumes during outages or billing cycles

Scales quickly during storm or outage events

High call volumes during outages or billing cycles

Outdated IVR systems causing frustration

Dynamic IVRs + AI virtual agents handle common questions

Outdated IVR systems causing frustration

No digital self-service options for customers

Enables SMS/email alerts and outage notifications

No digital self-service options for customers

Regulatory and compliance mandates (PUC, NERC, etc.)

Compliance-friendly with secure call recording and auditing tools

Regulatory and compliance mandates (PUC, NERC, etc.)

Difficulty prioritizing and routing emergency vs. billing calls

Intelligent routing for critical service calls vs. billing inquiries

Difficulty prioritizing and routing emergency vs. billing calls

View Security Partners

Insurance (Health, Life, Auto, Property & Casualty)

Pain Points & Solutions:

Claims processing delays due to poor communication

Automated call routing and AI-driven IVRs for faster claims handling

Claims processing delays due to poor communication

Difficulty managing high volumes of inbound inquiries

Omnichannel support for clients (voice, text, webchat, email)

Difficulty managing high volumes of inbound inquiries

Agents lack tools to personalize service across touchpoints

CRM-integrated contact centers for seamless client profiles

Agents lack tools to personalize service across touchpoints

Compliance and privacy risks (e.g., HIPAA, PCI DSS)

Secure interactions with audit-ready compliance controls

Compliance and privacy risks (e.g., HIPAA, PCI DSS)

Poor handoff between underwriting, sales, and support

Easy segmentation of teams (sales, service, claims, billing)

Poor handoff between underwriting, sales, and support

View UCaaS Partners

Contact Us

Gregg Technologies Experts are Ready to Speak with You.

Gregg’s mission is to empower our customers by providing top technology solutions that drive success, enhance customer interactions, and significantly boost employee productivity.

(630) 706-8222

sales@greggtechnologies.com

555 Waters Edge Lane, Lombard, IL, 60148

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