Tanhaz Kamaly – Partnership Executive, UK, Dialpad UK

The recent pandemic changed everything. Not only did it change our current economic and social landscape, but it altered our digital landscape as well. With remote and hybrid working becoming the norm, it’s no wonder most small and large enterprises are turning to the cloud.

As cloud database services rise, more businesses are embracing further cloud technologies. The buzz surrounding cloud telephony opens a new world of interaction for many forward-thinking companies.

We’re all aware of the importance of effective communication to a thriving business. It’s why the market value of cloud based phone system industries is projected to reach US$ 20.7 billion in 2022. Cloud telephony technology can meet business needs and customer demands head-on.

For many business owners, cloud telephony brings immersive opportunities to their infrastructure. By streamlining inbound and outbound communication channels, traditional telephone systems are becoming irrelevant.

Shifting to cloud services rewards companies with IVR, call routing, and an array of modern telephonic functions. Telephony ushers in opportunities for greater efficiency and cost reduction. Allowing users to get the most out of their telephone system.

So, if you deal with leads, customers, and vendors daily, a business voip solution will give you a competitive edge. To make sure you are getting the most out of your telephone system, switching to cloud-based communication is a major step forward.

As with any business, it’s wise to re-evaluate what you are bringing to the table. If you’re building the teams of the future, cloud telephony will improve your communication needs. Let’s take a look at everything you need to know about cloud telephony, and what benefits it will bring to your company.

What is cloud telephony?

In this competitive world, providing effective communication can make or break a company. Being able to communicate both internally and externally is a vital tool that shouldn’t be overlooked. An environment that not only utilises but promotes communication will stay one step ahead of competitors.

This is where cloud telephony services come into play. Whilst traditional phone systems served their purpose for many years, cloud telephony offers an improved scalable experience. These services, including virtual contact centre software, improve business frameworks for the better.

To put it simply, cloud telephony moves your business phone system to the cloud. It’s a unified system where communication devices are hosted over the service provider’s premises. These services are made accessible to customers and employees through the cloud via a web interface.

This means enterprises don’t have to keep a system on their servers in-house. All of their calls are routed online where features such as IVR, call recording, text messaging, call conferencing, and other microservices for the enterprise are used.

No matter the size of your business or budget, cloud telephony can open up new possibilities for success. It’s the perfect solution for staff who are constantly on the move or who work remotely. 

Benefits of cloud communications for small and large businesses

Whilst the difference between traditional phone systems and cloud telephony seems self-explanatory, some users are reluctant to make the switch. Let’s take a look at some of the benefits cloud telephony can make to your business needs.

Lower usage and infrastructure costs

We’ve all experienced unexpected costs at some time or another. That feeling of dread at receiving a surprise bill can alter a company’s trajectory. Particularly if you are a small business where every penny counts. Implementing cloud telephony within your environment takes away those worries.

When we think of modernization, such as legacy software modernization, we think of costs. But with cloud telephony, there are no unexpected maintenance chargers or invoices throughout the installation. If you want to keep costs down, you can use PCs with headsets and a software app instead of buying VoIP phones.

The savings don’t end there. As your enterprise scales, cloud telephony grows with it. There’s no need to invest in a bigger infrastructure as the expanse is accounted for. It can accommodate any number of agents at any time, taking the worry away from managers.

Businesses use cloud-based pay only for what they use. It’s a consumption-based model where you pay as a service. This means you aren’t tied down in lengthy contracts. Companies pay for their initial installation and costs fall under expenditure costs. It’s this flexibility that helps with the financial anxiety of running a business.

Easy implementation

As with the above, installation and maintenance costs are non-existent. By switching to a cloud telephony system, businesses won’t have to worry about outdated and bulky hardware. Cloud telephony technology doesn’t require on-site equipment, so your office space remains unchanged.

As the software is hosted in the cloud by a third party, there’s no need to install a complex infrastructure. Once your system has access, it can be easily run on any device including your desktop, mobile phone, and laptop. And if your company experiences any system issues, it’s down to the provider to manage the technical support. 

It’s one of the reasons why digital technology is being embraced with open arms. Tools such as the process library and endless accessibility allow businesses to access information in real-time. It promotes efficiency that clients are becoming accustomed to during our digital age.

It helps gives quick responses

Another benefit of cloudy telephony is its seamless integration into your business tools. Many businesses understand the importance of dealing with customer interactions swiftly. If these interactions are left unattended, customer retention can be negatively affected. With streamlined integration, engagement is efficient.

Productivity is essential to any successful business. Online tools such as triggered notifications and email finder enhance your day-to-day workflow. As all of your business communication is integrated with cloud telephony solutions, enterprises can access every detail in a single interface.

Whilst traditional phone systems do not let you keep track of your business communications, cloud telephony does. With call recording features, companies can now record each incoming and outcoming call. This record can be accessed at any time, meaning your team provides a better experience for their customers.

Extensively scalable and customizable

The pandemic has caused volatility in our current business landscape. Company solutions can change from one moment to the next. Because of this, the need for customizable features and updates has never been greater. Luckily, cloud telephony solutions are both highly scalable and highly customizable.

Cloud telephony technology has the flexibility to configure call handling that best suits business needs. Cloud-based features can modify workflow demands via call recording, text message notifications, and call queues. 

As small businesses inevitably scale up, cloud telephony makes it easy to grow without the need for investment. The major advantage of cloud solutions is that adaptation is simple. Rather than paying extra costs to accommodate extra clients, software customization is handled by the provider.

These savings can be seen when taking on new staff members. Whereas previously new employees would need their telephone system to be wired and installed, cloud-based systems are inherently scalable. Just like how on-demand webinar services can be accessed at any time, new staff members can be instantly up-and-running at any time.

Powerful calling features

As with all technological advancements, it all comes down to features. Utilising cloud telephony encourages system initiatives that stretch way beyond calls. Cloud-based technology provides solutions that are reachable at all times. Allowing users to take their business wherever they go, whether globally or locally. 

Real-time analytics, bulk SMS automation, and engagement surveys can be automated under the cloud. By offering great communication services, customer satisfaction is elevated. Cloud telephony automatically captures operational data, enabling enterprises to make strategic decisions.

Digital transformations have improved not only cloud capabilities but also proposal development software. By enabling video conferences, instant messaging, and call recording, team collaboration, and customer service can be improved instantly.

Business insight can be automatically generated via third party reports. As with most things, the only way to grow and enhance a business is through evaluation. Cloud telephony software provides these tools from the get-go.

Increased mobility

Cloud applications have enabled many employees to work from home. Not only that, companies can make the most of global talent as an office environment can be established anywhere. Any device with a stable internet connection and cloud telephony software can be utilised.

Remote work is on the rise. Employers and employees have noted the better work-life balance remote work is prescribing. Traditional phone systems dictated that staff had to be in the office. Cloud telephony means workers no longer need to be in the same physical area as the phone system.

When operations improve, employees invariably improve with them. Agents can access phone calls, set up call routing, and use e-signature capabilities from any location. Cloud telephony removes the barriers that keep employees in the office. When your staff is encouraged and their needs are met their productivity rises.

Final thoughts

Switching to cloud telephony is a lot easier than you may think. If you want to stay competitive in our post-pandemic landscape, enterprises need to utilise all of the cloud solutions available. With thousands of organisations working remotely, business communication has never been more efficient.

Cloud telephony makes it easy for companies to communicate both internally and externally. We all know how essential communication is to a business strategy. From conversing with employees to engaging with customers, engagement is vital.

As cloud solutions don’t require extensive in-house infrastructures, the system is cost-effective and easy to use. It doesn’t need a large investment, to begin with, and the solutions grow as the business grows. In short, a cloud-based telephone system is the perfect business solution; its benefits create new opportunities and help businesses grow without holding them back.