The benefits of today’s cloud technology are driving companies to take an Everything as a Service (XaaS) mindset toward IT decisions. Cost savings, performance, and agility are just a few of the areas where companies hope to make gains from cloud solutions. Call centers, likewise, are examining Unified Communications as a Service (UCaaS) and weighing the benefits against those of keeping a private branch exchange (PBX) legacy system.
Some companies opt for a hybrid solution, linking their existing phone system to a cloud service. If you’re considering UCaaS for your call center, there are some topics of conversation you should engage in before making a decision:
Scalability: One of the reasons startups can rattle the market is their agility, but bigger enterprises can gain some of this capability through technologies like UCaaS. Whether you’re undergoing a period of growth in your organization or your industry is affected by seasonality, UCaaS’s scalability means you can easily change the number of users and pay only for what you need.
Security: Have this conversation with potential UCaaS providers, and have it early in your evaluation of various options. Ask them how many of their customers have left because of a security breach. While UCaaS is generally safer than on-premise phone systems, if your data is being stored in the cloud, you need to know who can access it. Talk with your provider, too, about the ways they will support you in your efforts to bolster security on your end. A good provider will make help available to you.
Integration: UCaaS isn’t just phone calls. It’s video, fax, IM, and conferencing, and if you want to maximize productivity, it should also integrate with your customer relationship management (CRM) software. Big data provides a wealth of information for improving business processes and reaching your target market, and UCaaS offers the integration tools to make the most of the data that’s out there.
Another consideration in the area of integration is the trend toward bring your own device (BYOD), and UCaaS should be able to not only support company devices, but also provide integration and address security concerns around BYOD. Your UCaaS provider should know which apps your team uses and be able to integrate with them.
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