Technology 4.0: the best model for smart businesses


Some years ago, on-premise PBX telephone systems were functional, when staff depended on desktops and landlines to keep their communications and office tasks integrated and coordinated. But now we live in a digital era, where business telephony in particular and communications in general demand instant access and connectivity in real time, in a work environment that expands beyond the office that includes mobile and remote personnel that use laptops, tablets and smartphones.

However, on-premise telephone systems can not adapt to address all that is required of the expansive work environments of today. For this and other reasons, it is beneficial to migrate business telephony to the cloud.

According to the most recent industry data, globally between 60% and 70% of companies will make a decision to migrate to the cloud by 2019. [1] Nowadays, 25% of them already use some system in the cloud, but they will take into account new suppliers as the service offers evolve.

An advanced telephone system for everything

VoIP (Voice over Internet Protocol) is a technology that converts voice signals into digital data that can be transmitted just like any other information over the Internet. It is also the means that enables the telecommunications infrastructure and associated software to be located on remote and virtual servers in the cloud, instead of being limited to the hardware and wiring of an on-premise PBX.

This means that the functions of a hosted VoIP or virtual PBX system can be made available as data and applications from the cloud, so that a complete enterprise telephony system is accessible not only to users of office telephones and desktops, but also for anyone in an organization with a mobile device (smartphone, tablet, laptop, etc.) that is able to connect to the internet. Therefore, branches, franchises and remote and mobile workers can benefit from the same advanced functions. These usually include routing and forwarding of calls, voicemail to email transcription, fax, automatic assistants (virtual receptionists), call monitoring, videoconferencing and instant messaging.

Capacity to expand and connect

A telephone system in the cloud provides a centralized platform for the management of business communications. Therefore, companies with a global presence can easily link all of their operations centers into one. This facilitates supervision and allows centralized and automated billing. Lines and extensions can be added or deleted through the administrative portal, in response to the changing circumstances of an organization or changes in market conditions.

Mobility and integrated applications

Cloud telephony deployments usually include specific mobile applications through which customers can gain full access to the system. Mobility is a common feature of these applications, allowing workers to associate their business phone numbers with their mobile phones so that customers receive calls and text messages from a device, regardless of the time of day or place. Business telephony applications can also include visibility features such as presence panels, which allow workers to track the status of their colleagues 'and contacts' phone (not available, in a call, etc.) and convenience features such as entries from the "click to dial" phone book. The fact that voice and other types of data coexist in the cloud's Internet platform also allows integration with applications and office productivity resources, such as document exchange platforms and collaboration software.

Lower costs and time savings

Routing voice data over the Internet produces significant savings in call charges for users of cloud-based telephone systems. The monthly subscription charges for hosted VoIP are extremely competitive, and standard business savings are 50% or more annually, due to low rates for international calls, long distance calls, and free or very low rates for calls within the same network. The simple configuration procedures, the ease of administration and the rationalization of business operations through integrated functions also generate significant time savings, which can be used in processes related to business improvement.

Better customer service

The integration of enterprise telephony with local or cloud-based functions such as UC-One and CC-One empowers organizations to better coordinate their business processes, supply lines and points of contact with the consumer, thus providing a more satisfying experience to the client.

UC-One from BroadSoft provides advanced unified mobile communications for businesses of all sizes. Users can communicate and collaborate with colleagues, partners and customers anywhere and from any device. The BroadSoft CC-One application allows companies to transform their relationship strategy with customers, with an efficient omni-channel solution and analytics that greatly improve interactions with customers.

It is up to organizations not only to compare hosted services and price options among multiple providers, but also to understand the benefits of the cloud over on-premises installations. In some cases, especially in companies with multiple locations, it may even be better to have a hybrid solution that uses both the cloud and on-premises installations. BroadSoft recommends carrying out a preliminary analysis of the providers that offer a true hybrid option that uses the same platform and the same characteristics, since this will simplify the integration for the clients.