Benefitting from the Transition to Cloud Calling

Benefitting from the Transition to Cloud Calling

Due to the current pandemic, most businesses have remote working employees in addition to those working at the office to ensure the safety of the workplace. This is a situation that calls for effective communication between the office and the remote employees. The way we communicate and respond to customers in business has also changed from the traditional call centre system to cloud calling.

Real estate is expensive and when you are starting out as a business, you will not have a sufficient budget to go for a larger office. If you have a traditional call centre model, you will need to allocate sufficient space and purchase the hardware required which can put quite a strain on your budget. In this case, a cloud based contact centre is a more feasible alternative as you don’t require any hardware. There are Cisco call centre solutions that can provide effective means of communication and collaboration to businesses regardless of their size and staffing quantities. By switching to a cloud based contact centre, you are already gearing up your business for the future and you will be better prepared for the changes that technological advancement can bring.

The phrase “work smarter, not harder” applies to the concept of cloud based calling as much of the existing systems are integrated and you don’t need to actively supervise each aspect of company performance. The communication lines inside and office and outside can drastically improve with the adoption of cloud calling. If you are worried about the cost of such a system, there is flexibility in the packages that you can choose. When you already have a traditional call centre in your premises, you can go for a licensing programme that will provide a solution for the on-premises contact centre and a cloud based contact centre. This will allow you to smoothly transition from one system to the next. Your employees will have a grace period to learn the technicalities of the cloud bases system. But these systems are generally designed with usability and ease of access in mind. There are other solutions that will require you to let go of the on-premise contact centre altogether and shift to cloud system right away. You need to think about the size of your business currently to see if this is something that can be easily done.

If you are a smaller business, you need to think about the size of the business in five or ten years from now to get an idea of the new demands you will need to cater. So it is best if you choose a solution that will allow you to scale it when the time comes. The phone company you use will depend on the cloud contact centre provider. If you have chosen to go with Webex Calling, you will be given a choice of using Cisco as the phone company. But if you are under a telephone contract for some time, you can discuss with the provider whether they can offer flexibility to continue the same contract until its expiration. Once the contract is expired, you can then move to a cloud based telephone plan. Make sure that you choose a provider who provides an excellent support system to ensure a smooth transition.