6 Cloud Voice Platform Considerations

July 5, 2018

Today, the implementation of a cloud solution is critical to your organization’s growth and data security. With so many options, it can be difficult for companies to know which one to choose. When asking yourself what you’re looking for in a cloud solution for your business, we suggest that you consider these six items:

  • Security and compliance
  • Network reliability
  • Integration with applications
  • Data analytics
  • Service-level agreements
  • Implementation and onboarding

Security and Compliance

It’s important that your product or service meets your existing security and compliance requirements. Depending on your industry, your needs will vary. However, you want to make sure that your cloud solution is compliant with the following:

  • HIPAA
  • FISMA
  • PCI – DSS

With these laws and compliances fulfilled, your company’s cloud service will maintain above satisfactory security, to the benefit of both you and your clients.

Network Reliability

It’s common for companies to move services like email or customer relationship management (CRM) to the cloud. This increases reliability and organizational productivity. A shared-service infrastructure is typically more stable than local data servers. Refer to the international Data Center Tier classification for the correct type of cloud to make sure that your organization’s needs are met with the correct solution.

Integration with Applications

Streamlining communications continues to drive the decisions of many businesses. Linking productivity, CRM, and enterprise resource planning (ERP) applications with communication platforms can dramatically enhance your company’s productivity. Many cloud solutions provide integrations with leading productivity and ERP applications. Before deciding on a solution, you should evaluate which applications would benefit from integration. 

Data Analytics

Once you’ve determined the type of data needed to make improvements, you can choose a cloud solution that ensures the necessary analytics are provided. Most data will come from call accounting functionality, which detects outbound and inbound calls, call ring outs, call routings, abandoned calls, and other activities. There are some additional features that can be added on to most cloud deployments, such as:

  • Interactive Voice Response (IVR)
  • Call Recording
  • Workforce Optimization

These add-ons will further enhance utilization of your cloud without sacrificing efficiency.

Service-Level Agreements

Any contracted service should provide a service-level agreement (SLA). It delivers a high level of commitment on the part of the provider – supplying the business with a list of expectations, a service guarantee, and general peace of mind. With the minimum of a basic SLA, both the provider and contractor can understand what the responsibilities are and how the job is to be performed, leaving little room for interpretation.

Implementation and Onboarding

With any system or migration, proper planning and execution can speed the process and ensure a successful transfer. Customers with large and complex requirements across multiple sites need a partner that can lead them through a successful implementation. Many solution providers offer professional services for deployments.

Let Optus Help You Find the Right Cloud Solution

With so many options, it can be overwhelming to select the best cloud solution for you. If you want to discuss what would be the most effective solution for your company, contact Optus today.

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