The importance of cloud-based communication, collaboration, and contact center systems was evident by the global coronavirus pandemic in 2020.
Virtual meetings had to replace face-to-face meetings in most cases swiftly. Companies hurried to implement video conferencing systems that were universally licensed. They even set up new virtual meeting systems.
Teams that used to rely on in-person meetings for project work now have access to collaboration platforms that provide instant messaging, screen sharing, and the ability to modify files in real-time.
Businesses with on-premises customer service representatives can swiftly move to cloud-based contact centers to keep their personnel safe and happy. It will aid in the preservation of a healthy bottom line.
During this transition, business leaders realized an important truth: A well-managed remote team can be just as productive as one which works on-premises. Also, it is often a happier workforce.
What does cloud computing do for communication?
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Organizations that embrace a cloud-based communication paradigm are motivated by the increased agility and competitiveness they experience. IT teams may avoid device provisioning and change management by using the cloud. They may now devote their efforts to user education, optimizing workflows, and improving customer service.
Meetings, Calling, Contact Center, and Collaboration, are the four core components of cloud-based corporate communication. Do you wish to gain a competitive advantage? Let’s understand how it works.
Meetings
Video has put an end to radio stars, and it’s now putting an end to phone conferences. Following the shutdown of their jobs and the grounding of air travel, people soon adopted video conferencing. Since Apple released FaceTime in 2010 [2,], videoconferencing has grown in popularity, and it was before the influx of a new generation of tech-savvy young folks into the workforce.
The cloud-based videoconferencing platforms include an easy-to-use user interface, as well as high-definition video and voice. They can also host a few users or thousands of individuals in a single gathering. Chat, screen sharing, and recording are all available on these platforms, making them highly collaborative tools.
The procedure of installing the software on various mobile devices is also relatively straightforward, making it easier for IT teams and departments to integrate them into their organizations. When the barrier to entry for end-users is removed, technology adoption leaps forward.
Calling
Policies governing bring-your-own-device (BYOD) [1] and mobile devices have made it possible to cut the cord on business calls that were previously only available through a PBX and a desk phone.
To be sure, many businesses have made significant investments in maintaining a large number of feature-rich IP phones for their staff to use on the job.
Many of these systems might route calls to mobile devices, allowing employees to work away from their desks. Even though IP phones represent a significant financial commitment, many firms (but not all) are moving to cloud-based calling services.
These systems support almost all phone numbers and carriers.
Contact us
Cloud-based contact centers are a great way to improve customer service and engagement. Collaboration platforms are vital for co-workers, and these platforms are also essential for both B2C and B2B businesses.
Today’s consumers expect quick customer service, no matter how they contact them via phone, email, text, or social media. It is known as the “omnichannel” experience. Consumers expect full access to their account details when they speak to a customer service representative.
This includes a history of support issues and contact history. Customers do not want their account information to be separated between departments. They expect to have the same access to their account information but with clear instructions and intuitive interfaces, even if they opt for self-service.
Cloud-based contact centers are perfect to meet modern consumer expectations. They leverage in-depth machine learning (ML), data analytics, artificial intelligence (AI), and natural language understanding (NLU). To ensure that support organizations meet strict regulatory and legal compliance requirements and protect consumers’ information. Cloud-based platforms are also built with stringent security protocols. To better understand & use cloud-based platforms, you can take up learn a cloud computing program.
Collaboration
While governments and organizations alike enforced stay-at-home orders, collaboration platforms provided a lifeline for project teams. Like video conferencing, collaboration platforms enjoyed increasing support before coronavirus but became essential after it.
Cloud-based collaboration platforms allow chat/instant messaging and file storage & sharing. They also facilitate video conferencing and document collaboration.
Collaboration platforms are highly compatible with many third-party apps and platforms like Microsoft 365 and Box, Salesforce, and Eventbrite. They allow organizations to maintain productivity regardless of how large the team is, where they reside or what device they use.
Increase file sharing through faster handoffs & response rates
Nearly 40% of corporate data uploaded onto the cloud is related to file sharing [3]. It is important to quickly, easily, and efficiently transfer large files online.
Cloud-based file management enhances team collaboration by enabling:
- Document co-authoring
- Access files instantly, no matter where your team is located
- File syncing
- Uploads, downloads, and large file storage
- Version control
These key features eliminate the slow transition of files via email and remove the need to keep so many physical files.
Better record keeping will improve team accountability and increase team accountability
The cloud also keeps records of data and activity. One example of cloud record-keeping is timestamping. Timestamps increase team collaboration through transparency, and it increases accountability.
Timestamped dialogue accounts assist in improving the productivity of peers and provide constructive feedback. It is an excellent tool for training people and creating more cohesive ground rules in our daily tasks.
It’s worth thinking about:
Your team will thrive if it operates in an open forum, where all members can see their assigned tasks and offer suggestions for improvement.
- Accept constructive criticism
- Accept the expectations of your employer and their peers
- Get on a similar page with their team
Employees who receive consistent feedback from each other are more open to hearing others’ ideas. They are also open to learning their positions and improving their performance through iteration.
Conclusion
Although the cloud has made collaboration easier, there are still some issues. Security becomes more important when you share more files in the cloud. As your company grows, it can be hard to track file access by employees. Internet outages can have a devastating effect on company productivity, as you are dependent on it.
