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The big selling point of the cloud technology for many years was its ability to ensure business continuity given a disruption. But no one ever believed that we would have a real continuity issue in the business world, until COVID-19.

The global outbreak of the COVID-19 pandemic has changed all our assumptions. It has shown us how rapidly disruption can alter our lives, livelihood, and businesses. It demonstrated the actual value of cloud solutions in a global crisis and why business continuity planning is critical.

Amidst severe disruptions and challenges instigated by lockdowns, fear, and social distancing protocols, companies made significant progress in the adoption of cloud infrastructure and hosted services in the past several weeks to support their business applications, workflows, and processes, optimized for secure and reliable remote operations.

This paradigm shift has triggered a massive demand for smarter, quicker, and cheaper cloud-based communication solutions like CPaaS, video conferencing, VPNs, and cloud telephony for calling meetings, and collaboration. And it is not just large organizations and small and medium-sized enterprises (SMEs) going after cloud transformation today. Government organizations are increasingly adopting cloud telephony services as part of their communication and collaboration strategy due to the cost-efficiency, agility, and flexibility of the cloud telephony to integrate with other essential business applications and processes.

According to a market report by Transparency Market Research, the global cloud telephony services market is expected to reach a value of US$ 41,768.3 million by 2026 on account of cost reductions compared to traditional on-premise telephone systems.

The market is projected to expand at a Compound Annual Growth Rate (CAGR) of 17.2% during the next six years. Multiple benefits offered by cloud telephony are some of the factors that have led to the fast adoption of cloud telephony services by businesses during COVID-19.

Cloud telephony fundamentally replaces conventional on-premise hardware and phone systems like EPBAX, PBX, etc. It enables the users to receive and make voice and video calls over the internet and offers a perfect solution for businesses to stay alive and connected with their customers during these critical times. It requires no additional software, installation, or maintenance.

For contact centers, cloud telephony plays a pivotal role in delivering essential services like health care. Unlike traditional communications systems that help meet certain requirements, cloud telephony helps healthcare providers cultivate strong relationships with patients through swift communications that enable them to seek and receive as much medical attention from medical professionals as they expect.

Cloud-based phone systems have an advanced system for recovery and business continuity in the face of an outage. Because it is hosted virtually, there is no need to worry about the types of disastrous scenarios used to disrupt on-premise or landline phone services. The cloud-based systems are entirely unaffected even if a phone line is cut. If Internet service goes down, phone calls can be re-routed to backup cell phone numbers or other business offices.

An ideal solution for multi-location businesses and workers on the go, cloud telephony can be moved to any location with a working Internet connection. This allows us to manage communications remotely during a crisis, like COVID-19. The managers and supervisors can easily connect with their teams through voice calls, video calls, and instant messaging.

With cloud telephony, supported by features like instant call recording, integration with CRM, emails, and other business apps, many manual processes can be automated, making it easy to communicate crucial information to patients. Besides, cloud telephony is highly scalable, flexible, and customizable for businesses of all sizes, from a single small-office up to an international 100+ seat contact center. Features and services can scale up or down more efficiently and economically at any given time without the headaches of changing or merging lanes. It can handle dozens of calls simultaneously and automatically route queries to the right agents as needed.

Because the service is delivered over the web, cloud telephony can be integrated into your employees' mobile phone with a business phone number or the organization's current telephone system to improve or transform the current telephony capabilities, using IP handsets.

Would you like to learn how Servion can help you embrace a cloud contact center solution for your remote working team during COVID-19? Speak with one of our experts today to learn more.