There is an increasing number of companies that are turning to the cloud for their communications needs. As employees and customers alike continue to leverage advanced telecom tools and services, they will continue expecting this kind of functionality from their employers as well as their companies of choice.
Today, I'd like to cover a few advantages this technology can bring to enterprises:
1) Customer engagement can greatly increase
Business help desks have been under an intense amount of pressure to keep up with consumer communications advancements. There is a growing demand for customer service to be reachable by phone, video, email, instant message and even social media. Not only that, but there has to be a certain level of personalization to the assistance provided - if a caller has phoned in with a similar query before, representatives are expected to know this and why the first call might not have provided adequate help. But thankfully, these are all issues that can be easily handled with the implementation of cloud technology.
"Customer service is the key to running an effective business," wrote Business 2 Community contributor Chelsea Potter. "Brand loyalty isn't so loyal these days and if you truly want to keep your brand at the top of your niche, you need to keep your customers happy. Cloud communications have taken over many call centers, and businesses of all shapes and sizes are choosing the cloud to improve their customer service efficiency."
Proper single source communications interfaces are also integrated with data analytics capabilities that allow for reflexive service and performance. Even outside of the contact center, these can be incredibly powerful to possess. Plenty of other areas within the company can benefit from this kind of thing, and are expected to possess it.
2) Keep operations running smoothly
Things happen without warning. Power can go out, services can go down and natural disasters can strike without suddenly. But when communications are stored in the cloud, downtime can have a much less harmful impact. Even if an office building is destroyed, operations can continue with the establishment of an emergency office or by allowing employees to work from home in the interim.
This is the kind of functionality that makes or breaks a business when the going gets tough. In order to retain relevance and stay competitive, cloud communications will be essential.
3) Low cost, but not cheap
Especially for smaller businesses, a cloud-based communications system eliminates the cost of the installation and maintenance of a traditional phone system. Phone systems are hosted via the internet, so businesses only pay for what they need. But even though this technology is inexpensive, that doesn't mean its features are limited to the basics. I mentioned last week that once-costly features like call forwarding and hold music could be turned on within minutes. Utilizing such features can make small businesses seem larger than they really are and help them compete in their industry.