Cloud Services: A Strategic Telephony Tool

It’s true, cloud services have hit the scene and there is no running away from it. But then again, why would you want to?

From cloud computing to cloud telephony, cloud services have given businesses, especially small and medium businesses (SMBs), opportunities to achieve several things for their company. Among the advantages of taking your telephone system to the “cloud” is the ability of cutting costs traditionally associated with supporting a call center. By eliminating hardware, businesses are able to eliminate unnecessary costs and gain from the resources that already exist.

Additionally, cloud services enable businesses to support many customers and applications simultaneously, providing economies of scale. This is extremely beneficial to small and medium businesses because most do not have the capital to purchase a call center and the necessary equipment just for the sake of providing support to their prospective and current customers.

Aside from the monetary savings, cloud services gives small and medium businesses the opportunity to operate and appear as a more lucrative and reputable business. This will not only help lure potential customers in, or at least consider your services, but also serve as a reassurance factor to current customers.

In fact, a recent survey conducted by ID G Research Services determined that IT managers expressed these three criteria for their chosen business telephony as their top concerns: reliability, performance, and the ability to meet service level agreements. Because cloud telephony is an integrated service, it allows staff to easily maintain and manage multiple infrastructure objectives using one medium.  This integration gives businesses the ability to stitch multiple, different topics and fields to determine a solution for any request that arises from the customer; as a result, cloud telephony touches on all three top concerns (plus others).

Lastly, it is important to understand that a call center, regardless of its size, is complex and changing constantly. Thus, cloud telephony allows for that flexibility to occur seamlessly, enabling this integrated solution to support this altering environment.