7 Factors to Determine the Success of your Cloud Voice Strategy

With the overnight shift to remote work in 2020, we’ve learned that an agile business infrastructure is critical to responding to the rapidly evolving world we live in. For many organizations this has meant, adopting cloud communications tools, particularly Cloud Voice. Intrado has helped many organizations transition their voice solutions to the Cloud, and we've identified seven critical factors to determine cloud voice success.

January 21, 2021

Analysts have been predicting a significant rise in cloud communications for many years now, with some estimates predicting market growth from $15.8 billion in 2019 to $24.8 billion by 2024. The Cloud provides many benefits from reduced IT costs and easier scalability, to better efficiency and greater flexibility.

With the overnight shift to remote work in 2020, we’ve learned that an agile business infrastructure is critical to responding to the rapidly evolving world we live in. For many organizations this has meant, adopting cloud communications tools, particularly Cloud Voice.

Intrado has helped many organizations transition their voice solutions to the Cloud. We’ve recently published a whitepaper that takes a deep dive into the Seven Critical Success Factors for your Cloud Voice Strategy. The following provides a snapshot into these factors and identifies key questions to ask as you evaluate each one.

Cloud Voice Success Factor 1: Workforce Empowerment

Taking care of employee needs is paramount, especially during this time of workplace and societal transformation. Communication and collaboration tools can play a big factor in your employees’ sense of empowerment, motivation and productivity. By providing your employees with a full UCaaS solution that includes integrated voice, you can ensure the experience is seamless and simple to use, which ultimately can improve efficiency and workplace satisfaction.

Cloud Voice Success Factor 2: Customer Expectations

Your customers’ lives are more connected than ever before, and they expect to communicate with brands across their channels of choice. With customer experience overtaking most other factors as a brand differentiator, can your company afford to under-deliver against your customers’ expectations?

Cloud Voice easily integrates with contact center and CRM solutions to deliver the benefits of flexibility, scale and cost management to your frontline communications. Plus, Cloud Voice facilitates omnichannel capabilities like enabling calls to be diverted to agents across the globe, local phone number setup and messaging and presence –all of which contribute to delivering optimal customer experience.

Cloud Voice Success Factor 3: Hosted or On-premises?

Does your organization require a great deal of customization or integration with proprietary systems? In these cases, some businesses prefer to keep portions of their infrastructure on-site and managed in-house. Taking the time to consider all of your office sites and dependent analog devices (such as door buzzers, overhead paging and fax lines) can help streamline your transition to the Cloud and uncover whether taking a hybrid approach to cloud migration might make the most sense for your business.

Cloud Voice Success Factor 4: Choice of Collaboration Platform

For many companies, their Cloud Voice journey begins with their existing collaboration platform. Microsoft® Teams and Cisco® Webex Teams offer Cloud Voice options, and both will allow you to continue to leverage parts of your legacy infrastructure so that you can make the transition to the Cloud at your own pace. An expert partner like Intrado can provide broad perspective while helping to guide you through the decision-making process.

Cloud Voice Success Factor 5: Current Network Capabilities

A complete and thorough network evaluation will uncover whether your infrastructure can handle the applications you plan to deploy, while maintaining requirements for increased data usage per user. Through this process you may discover that you need to increase bandwidth or upgrade systems now to prevent potential disruptions further down the line. This is another instance where you will need to determine whether a full cloud or hybrid solution will be best for your business. Factors like the number of locations you will be supporting, and geographic distribution will all play a role in these decisions. 

Cloud Voice Success Factor 6: Training and Adoption

Ultimately the success of your long-term Cloud Voice strategy will depend on your plans for training and adoption. It’s important to ensure you’ve built in enough time to get your users onboard and comfortable with the new system before going live.

Ensuring leadership buy-in and identifying champions throughout the organization can help encourage adoption. Providing a variety of live and on-demand training coupled with user surveys can help you gauge the impact of your program as your roll it out.

Cloud Voice Success Factor 7: Choosing an Expert Partner

The right UCaaS partner will help to guide you through each step of your cloud voice journey. Look for a partner that can help you evaluate your options and assess your existing environment while also demonstrating a deep knowledge of the technologies at hand. Intrado has a proven track record of success and has helped businesses across the globe make a smooth transition to the cloud.

To learn more about deploying cloud voice, download our whitepaper, Seven Critical Success Factors for your Cloud Voice Strategy, or connect with an Intrado expert today.