Cloud telephony: 5 key things you should consider

Jul 01, 2020

As technology evolves at an incredible pace, businesses are being forced to evaluate their processes and weigh up their priorities – and with 65% of customers still choosing to pick up the phone over newer channels of communication, cloud telephony is at the centre of this seismic shift.

Cloud telephony has future-proofed communication strategies by replacing physical systems with a more manageable and cost-effective alternative online. A flexible platform like this makes perfect sense in the modern business landscape, but if you're thinking of making the switch, there are still some key things to consider before – and after.

1. Choosing the right provider

Your decision isn’t limited to your internet provider. Do your research and shop around first; some companies may be better-suited to serve a business of your size, while others might offer packages with preferable contract lengths, licensing costs and prices per user.

2. Finding the best connection

You can only benefit from the freedoms of cloud telephony once the right infrastructure is in place. A reliable internet connection is essential to making sure everything runs smoothly, and fibre-optic is recommended for anyone who wants the best call quality.

3. Getting set up

Before you get started, your provider will need to work closely with you to port any existing phone numbers as quickly as possible, and – if you still want to use on-site desk phones – check that your current handsets are IP compatible with your new system.

4. Understanding your needs

This cloud upgrade gives you the chance to start from scratch, so it helps to think about your business needs and the people within it. Working with an impartial consultant is a good way to get to grips with this and form the most effective call-flow once your system has been put in place.

5. Making the most of your investment

Once your move to the cloud is complete, a world of creative opportunity opens up. Companies can introduce custom audio content that enhances the caller experience – replacing the generic, robotic messaging that so often plays as standard, with a more personal production that’s aligned with their brand.

The benefit here isn’t just curating music, voice artistry and scriptwriting around each company identity, it’s giving businesses the chance to streamline their call route, provide essential information and entertain customers during a time that’s previously just served as a means to an end.

Many current providers are solely focused on setting up your cloud system and making sure it works. The best way to unleash its full potential is by partnering with an optimisation consultant who can analyse your current call architecture and help you employ valuable audio touchpoints.

If you think your cloud telephony system could be working harder for you, PHMG can help optimise your platform in line with the current climate.