Part II: Cloud Communications 101 – What You Missed Last Class

Earlier this week, I shared Part I of Cloud Communications 101, educating IT leaders on what to expect from cloud communications based on some conversations with our CTO and co-founder, Derek Yoo. Sharpen your pencils for Part II!

Deployments demand detail

Modern enterprise deployments are labor-intensive and require smart customization. The stakes are higher and it’s important to get it right the first time. Commitment to a strong cloud communications plan is worth the upfront investment. It avoids the otherwise inevitable flood of complaints and troubleshooting post-implementation. This is especially true for larger companies, many of which have deeply embedded communications platforms and policies that have become “business as usual,” in some cases for decades.

Support for legacy PBX features in a cloud UC platform is important for a smooth migration to the cloud.  Cloud providers often tout the simplicity of their provisioning and service management interfaces, and claim that service implementation will be easy. Few would debate the value of easy-to-use tools for setting up and managing cloud services, but good tools won’t remove the need for a dedicated project team on your side and on the part of the service provider.

For multi-location enterprise environments, a location-by-location approach works best. There is a schedule and project plan dictating which locations will be migrated and when. For a large enterprise, it isn’t possible to migrate all users in one fell swoop. The rate at which the migration happens is often determined by a company’s available IT resources. In other words, when implementing cloud UC, enterprises may find themselves in a hybrid state for the duration of the project. Integration between the existing, on-premise system and the new cloud platform is important to maintain a positive user experience.  

Features are the face of UC

Routing IVR feeds to different departments can help validate the process that was previously employed by creating a continuous experience from existing communications platforms. The UC provider can minimize disruption by taking the time to look at existing queues and response trees. This keeps otherwise unhappy employees happy, and, eases the learning curve when it comes time for implementation. When UC solutions are configured in the context of existing business operations, the transition is more seamless. And for business managers who tap into reporting to check on productivity, sales and customer service, greater functionality and cross-unit insights will elevate the quality of their work. This is an element that shouldn’t be overlooked when making the most of what cloud has to offer.

Want to dive into UCaaS even deeper? We’ve got answers to the most frequently asked questions – and we’d love to learn more about your unique needs as a company, too. Schedule a demo today.