There’s a lot of talk about the cloud at the moment; it’s fair to say that the hype cycle is over and organizations are now rushing to embrace the technology. At one level, this is quite surprising as the cloud’s been around for literally decades. For many, their first email account was with a cloud-based service such as Hotmail back in the early 1990s, closely followed by sign-ups with Yahoo mail, Apple mail and Gmail to name but a few. Now, we all typically access our email from one sort of cloud service or another.
The old world of telecommunications
In years gone by, large telecommunications providers employed thousands of engineers to install and maintain on-premise telephone systems and contact centers. Sizeable IT departments were also required to make any changes, produce reports and generally keep them up and running. Not only were the systems on-premise but also the phone lines. If customers were complaining about experiencing a busy or ‘engaged’ tone, new lines had to be ordered (at great cost), installed and maintained.
However, many of the older communications technologies are now dying out. For instance, if you have ISDN lines in the UK, there’s a very high likelihood that you won’t be able to buy new ones from as early as 2020 and the technology could be completely turned off by 2025. This is not altogether a bad thing, as ISDN technology dates back to 1988 and the chances are you’re paying a lot for the privilege of using this outdated equipment.
There are also many organizations using SIP trunks for their communications, and even though this is a major step forward from ISDN, it is starting to look like dated technology. Yes, the SIP trunk replaces the old copper telephone wires and provides an Internet Protocol (IP) to enable the placing of telephone calls through the Public Switched Telephone Network (PSTN). However, SIP trunks still represent an additional cost and maintenance liability.
Embracing the cloud for the latest communications technologies
The world of business, and in particular communications, has been slower to embrace the cloud but that’s all rapidly changing. Most of us now live in a world of ubiquitous internet bandwidth, so adding extra communications capacity is limitless and instantaneous thanks to the scalability of cloud services. Think what that means for your customers, who will never experience a busy tone again.
Adding business communications to the cloud delivers many other benefits including significant reductions in cost, complexity and maintenance. Just think about how easy office moves and reorganizations would be if all communications needs were served by the nearest internet connection.
Don’t forget the contact center
If the idea of a cloud solution for business communications makes sense, what about your contact center? All the same arguments apply here – rapid deployment, better security, full flexibility and scalability, easy to manage remote agents (an increasing trend), assured service levels anywhere in the world, always on the latest versions and full access to your data for easy report generation.
Want to learn more? Download our beginner's guide to contact centre software. Whether you’re setting up your first contact center or you’re a seasoned telephony vet, this guide provides an overview of the technology that powers modern call centers and contact centers. You’ll learn all about the software available for small, medium, and large-scale organizations.