Over the past 2-3 years, the number of companies making the switch to cloud telephony platforms has accelerated. Research conducted by Frost & Sullivan found that cloud-based telephony and communications deployments are on the rise in the U.S. and Europe.
More than half of the businesses surveyed by Frost & Sullivan had already moved 50% or more of their communications requirements to the cloud. However, the motivation behind a companies’ decision to move their communications to the cloud is not entirely base cost driven.
Moving cloud communications is actively helping companies to grow faster and gain competitive advantage in their respective markets. It enables increased control and scalability of communications, the ability to deliver superior customer service and a healthier cash flow. Cloud telephony platforms not only supports but serves to drive company growth.
The key challenge that many growing companies have faced with business phone systems is a lack of control. The traditional telephony approach is becoming increasingly outdated. The lack of control that it allows can hinder your company’s progress. There is a heavy reliance on your traditional phone supplier for technical support during premises or office relocation and personnel changes. There can be extensive waiting periods for engineers to arrive on site to update the physical equipment.
With cloud telephony solutions, you are in complete control of your communications systems. Cloud telephony platforms can help your company to grow faster by minimising missed revenue opportunities. Maintenance or trouble-shooting issues will not result in a lengthy disturbance to business operations. Even if your company experiences a network or power outage at your place of business, all calls can simply and quickly be rerouted to another device or location.
Customer interactions take place at multiple touch points, including the business website, social media pages, and strategic systems like CRM’s. Moving to a cloud telephony service allows telephony systems to work as part of a unified communications strategy. In turn you can communicate more effectively with your customers.
Companies co-join their websites and phone systems by using WebRTC (web real time communications). This allows interested parties to call the company from the website, with a single click. The company then has the option of routing this call to the most appropriate personnel within the business. This saves employees valuable time and provides a faster client contact experience.
Cloud telephony platforms allow you to pick up calls from wherever you are across the globe. It provides SME’s with access to features usually only accustomed to large scale businesses, allowing you to deliver a superior level of service to your customers.
Many businesses operate more than one site, often in more than one country. With legacy telephony systems, this would mean maintaining multiple phone systems and contracts. With cloud telephony however, you operate one system across multiple locations, with just one recurring payment to one provider.
Solgari customers save up to 40% on communication costs by moving to our cloud telephony solution, releasing even more cash flow which can be invested in other areas to help the company grow and develop faster.
Cloud telephony grows with your business. A cloud telephony platform can be scaled to your specific needs and requirements. You don’t need to pay for more than what you need and will use. If you believe your business needs to expand further at a later date, you can quickly and easily add on extensions and other features. This level of scalability can also be beneficial if you decide to streamline your business and need to scale back usage.
The Rise of Fixed-Mobile Convergence (FMC)
Enterprise communications have certainly changed over the last decade. The working environment has become a lot more fluid. Perceptions are changing on flexible working hours forcing organisations to address their collaboration strategies.
Indeed, employees expect to connect with their colleagues or customers instantly, whether it’s via email, social media, video or voice, on any device, wherever they are. This has forced enterprises to extend the capabilities of their mobile collaboration initiatives to meet these demands. The result is the extensive growth of the fixed-mobile convergence (FMC) market and ultimately the cloud telecommunications market.
Despite being widely discussed in the 1990s and early 2000s, it’s only in recent years that the FMC market has taken off. This is largely down to the increase in video consumption on all types of telecommunications networks. This means FMC is more likely to be successful through cloud telephony software vendors than it was through the traditional voice operators.
One of the biggest reasons businesses choose to implement fixed-mobile convergance is the impact it can have on decision-making and output. Mobile professionals can make much more informed decisions if they have immediate access to their company’s overall communications platform. Customer queries can be answered faster and branch offices can collaborate more effectively.
Think about it – if customers and colleagues can reach employees or customers with a single number, no matter where they, they are never out of touch. Employees are increasingly on the move or working remotely, so this ensures a consistent relationship from start to finish. When you introduce WebRTC on top of FMC, employees really have a very powerful communication capability. You can then provide seamless video conferencing across any device with no software requirements.
Access to familiar features
A useful feature of FMC worth noting is that it enables workers to quickly access their familiar desktop phone features, like call transfer, from their mobile devices. If, for example, a call is missed, having one voicemail box means employees spend less time managing multiple answering machines.
Security needn’t be a concern as FMC is designed to extend the security and control of enterprise communication platforms to mobile devices.
Having all employees using the same communications platform regardless of device leads to significant productivity gains, especially when integrated with other core IT platforms such as CRM systems.
Finally – and often most importantly – fixed mobile convergence makes financial sense. By employing policies that route mobile through Cloud Telephony and Cloud Contact Centre systems, businesses can significantly reduce telecommunication costs. You gain access to the lowest-cost, negotiated-rate, fixed-line networks.
Over the next 10 years, tightly integrated fixed and mobile lines using cloud telephony technology will undoubtedly be the main characteristic of networks and services. As the millennial generation enters the workforce, organisations will be put under more and more pressure to adapt to the ‘always on’ flexible working that they have come to expect. This includes communicating across any mobile device at any time of the day.
Businesses will need to look for smarter, more cost-effective cloud telecommunications tools that ensures all of their communication channels are in sync. Fixed mobile convergence ultimately helps businesses facilitate timely responses to customers’ needs, centralise processes and save money – with no added stress.
Solgari Cloud Contact Centre Integrates with Microsoft Dynamics
Solgari is today launching our Cloud Contact Centre & Call Archiving service integrated with Microsoft Dynamics. This solution has been developed in response to growing demand from both Microsoft Dynamics online and on-premise users for an integrated Cloud Contact Centre solution that can be provided to sales and support teams anywhere globally. The impact of a worldwide on-demand Cloud CRM & Contact Centre solution on businesses with heavy customer interaction can be transformative, both in terms of productivity and cost savings.
Vance Harris, CTO at Solgari, explained:
“We integrated our Cloud Contact Centre solution with Microsoft Dynamics as part of our strategy of partnering with global cloud software vendors where our services can create huge value alongside CRM, ERP and other core SaaS applications. We noted the growth in Microsoft Dynamics, particularly the online service, amongst some of our existing customers and from demand we have seen globally. This cloud contact centre solution is designed to offer unique opportunities to companies who wish to drive customer response times, productivity and cut out significant telephony costs.”
Suart Cassie, Business Development Director at Hitachi Solutions Europe says:
“We’ve been doing some really interesting work with Solgari recently. We are very impressed with their cloud contact centre and its strong integration with Microsoft CRM.”
The Solgari unified communications solution includes the following key innovations and applications:
Are you a managed service provider? Learn how you can add huge value for your Microsoft Dynamics clients and increase your revenue with Solgari.