How will cloud telephony play a key role in enabling organizations to facilitate hybrid work and return to the office?

As the pandemic ravaged the world, businesses around the world had no choice but to adapt the remote working model. When customer-facing teams could no longer make it to the office, organizations switched to a solution that allowed them to receive calls on their mobile devices at home, securely and efficiently. Cloud telephony has played a vital role in enabling organizations to work from home. Core business functions that were powered by cloud telephony included CCAAS (Contact Center as Software) where entire contact centers for customer service and sales were moved to work from home, UCAAS (Unified Communications as a that solution) where PBX systems used for business phone solutions and internal communications have moved to the cloud and virtual numbers where sales reps and relationship managers have shared virtual numbers with customers and prospects without revealing their numbers personal.

Covid has accelerated the adoption of CCAAS and UCAAS around the world. The pandemic and the lockdowns that followed in 2020 catalyzed the move from on-premises call center solutions to the cloud. In fact, for a few years now, cloud telephony has been recognized as a more reliable, feature-rich, and agile option than on-premise solutions. To ensure agility and adaptability, CX leaders have recognized time and time again that the cloud is indeed the best medium in the long run. For this reason, even if businesses return to the office, cloud telephony will continue to be a preferred solution.

Cloud telephony will be essential for hybrid workplaces

A Microsoft report reveals that 41% of employees plan to quit their current job this year due to lack of remote work capabilities. On the flip side, over 65% of employees need more in-person time with their teams. No wonder that today 3 out of 5 offices are at least partially remote. In short, hybrid workplaces are here to stay.

For these workplaces, cloud solutions will provide the flexible and reliable solutions they need to work from anywhere.

Large-scale, cost-effective, quality communication with the cloud

Cloud telephony does not include hardware, software, or high capital investment. Since cloud telephony solutions are maintained and updated by the vendor, this dramatically lowers a company’s IT costs. With a cloud telephony solution, growing a business becomes easier and hassle-free. New agents or team members can be added in minutes. This technology also makes the management of seasonal peaks profitable. The “pay-as-you-go” option allows businesses to reduce operating costs by paying for more seats only during expected increases in call volumes.

Cloud telephony will ensure business continuity plans

Organizations that have resumed office will also continue to adapt the cloud not only for its various benefits, but as a critical backup option in their business continuity plans.

The move to omnichannel will be powered by the cloud

Whether organizations are working from home, office, or in a hybrid configuration, communications are now essentially multi-channel. This change in communication approach is independent of the pandemic or the resulting lockdowns. On-premise solutions did not have the capacity to quickly add new channels. While cloud communication solutions can offer businesses a platform to integrate voice, digital and video channels on a single unified platform. Cloud telephony offers many computer telephony (CTI) integrations that can integrate and work seamlessly with your CRM solutions, ticketing solutions, booking engines, internal communication solutions, and other business tools. You can quickly integrate new digital channels like WhatsApp, SMS, or other social media, chat, and messaging options.

Cloud telephony is constantly evolving its offerings, and businesses can access the latest features such as conversational AI and AI-based analytics in minutes, without any investment in R&D. More and more employees work and communicate wherever they are without being physically in the same place. With cloud telephony solutions, organizations and their employees, whether working from home, on-site, or on the frontlines with customers, can work well together, remotely and effortlessly. With all he can do, it’s time to see beyond the obvious.



The opinions expressed above are those of the author.


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