Technology continuously moves forwards, and new solutions emerge every day, making once groundbreaking ones outdated or redundant. This is what happens in telephony for business, since landline connection can’t meet all the needs companies have today. Cloud-based phone systems are here to give businesses what a plain old telephone service cannot. But is cloud telephony as flawless as it is usually described? Let’s see all its pros and cons.
Cloud-based phone system pros
These are the things every business using a cloud-based phone system benefits from. They have to do with expenses, management, and processes.
Commonly, VoIP services are charged per minute and have transparent pricing. There are no additional fees you discover too late, so it is easy to plan the budget without being afraid of any surprises. VoIP providers usually charge less than landline ones, as well as switching to a cloud is affordable and smooth. Hence, there are many expenses this solution can cut.
Besides clear connection and transparent pricing, cloud-based phone systems give businesses a lot of opportunities in terms of administration. Any manager can handle it without any technical background or education since just a little onboarding will do. Plus, there are many more settings available, so you can adjust your system to your particular business needs. To see how your call center performs? Check the detailed statistics on any period. Need to enhance client management? Integrate this phone system with your CRM. Want to see how a conversation with clients looks like? Convert any phone call to text. And yes, all these features and many more are available in a single interface.
You can guess from its name that a cloud-based system stores all your data online. It is quite a convenience, as you can benefit from it wherever you, your agents, or your clients are. It is easy to monitor the agents' performance remotely, conquer new markets abroad, and scale the company. Your provider can supply you with VoIP DID numbers in other countries to reach new audiences abroad, even if you are not there physically. It is easy to establish a local presence in the target country and expand your reach.
Cloud-based phone system cons
If you make up your mind about switching to a cloud-based phone system, here are the disadvantages you may face.
Just as a cellular connection relies on the coverage in the area, a VoIP phone system needs a stable internet connection. To get high sound quality and avoid dropped calls, make sure you don't have any internet issues.
If it is your very first time trying a cloud-based phone system in your call center, it may be a bit pricey. To ensure productive work, a company should equip the office with headsets and a separate internet line. However, migration is a one-time measure, and overall savings from the use of VoIP will eventually outweigh the costs.
If you switch to VoIP from a landline phone, it will take some time for your agents to get used to it (and eventually thank you for simplifying their work). Overall, there is nothing to be afraid of, but it is best to invest some resources in training the staff. It means both money and some time till agents are confident users of the interface. However, the interface in VoIP solutions usually ensures that the training will not take long.
Switching to a cloud-based solution checklist
If you already want your business to enjoy all VoIP benefits and are ready to handle the issues the migration may bring, here is how to make it even easier. Before approaching your provider, outline all the needs your company has. Consider the following
Calculate how many employees will use the line simultaneously (its bandwidth will depend on the number).
Articulate the features you seek in a solution.
Consider scaling opportunities (to be able to expand your business in the future).
Check the capacities of your CRM (usually, VoIP solutions are compatible with most of them).
Consider if there are any risks of moving your business communication to the cloud.
When you are done with this checklist, you are ready to talk to your provider. Tell your manager all the requirements and concerns, and they will offer you an optimal cloud solution for your business.
As you can see, cloud-based phone system pros and cons are different in their nature. Its cons are rather inconveniences that always come with change. Yet, they bring along benefits every business can recognize and enjoy. Once you are equipped and done with accustoming to the new environment, the pros of using VoIP telephony will outweigh its cons in the long run.
Tanya Omelianiuk is a CommPeak contributing writer. Throughout her writing career with the current focus on Telecom, she happened to cover a great variety of topics, from cultural studies to FinTech. Apart from writing, Tanya fancies architecture, cinema, and music festivals. She believes that writing, as well as technology or art, can create and empower connectivity and help people share