Unified Communications in the Cloud Leads to Better Mobile Customer Service

Few other technologies have presented themselves as a force for change and innovation like the cloud. From file sharing and document storage to collaboration and Software-as-a-Service (SaaS), the cloud has definitely lived up to its potential as an extraordinarily innovative tool for businesses and enterprises of all types to embrace for their benefit.

When it comes to unified communications, the cloud offers an assortment of opportunities for innovation and improvements. Not too long ago, utilizing UC to its full potential meant investing in expensive PBX equipment as well as the space needed to hold it all. Today, cloud-based VoIP solutions offer a cost-effective solution for hosted network and hosted communications. Third-party service providers take on the actual task of handling applications, hardware and storage – tasks that often have burdened companies with additional overhead when handled in-house.  

In addition to eliminating the need for upfront capital investments, cloud-based UC offers a long-term reduction in expenses as well as the ability to scale services according to current and future demand. Cloud-based UC also accommodates the mobile workplace, allowing team members to access communication features from virtually any location.

The advantages of unified communications in the cloud aren’t just limited to enterprise itself. Cloud-based UC also allows for a higher level of customer service, namely by solving a variety of issues that have traditionally led to lower customer satisfaction. With a variety of proactive outreach and direct customer interaction tools at one’s disposal, businesses are better able to satisfy customer needs through prompt and effective communication.

Nevertheless, there are several considerations that should be made before any company decides to migrate from their current communications system to a cloud-based UC:

  • Existing hardware and services should be phased out in stages as cloud-based solutions take their place.
  • Companies should consider application aware solutions that better manage bandwidth and resources based on needs and prioritization.
  • Companies should also keep security in mind when dealing with third-party providers. An ideal provider should offer an assortment of monitoring and assessment tools to proactively handle security issues.

Proactively investing and cloud-based UC solutions are the keys to continuously improving mobile customer service. By doing so, businesses can remain ahead of the technological curve and be well prepared to handle any changes that come over the horizon.