The proliferation of cloud solution providers has made it difficult for companies to know which option to choose. Consider these six items when evaluating cloud voice platforms.
Security and Compliance
Any enterprise product or service must meet or exceed existing customer security and compliance requirements. Depending on your industry, your needs will vary. A cloud solution will need to be compliant with the following:
Companies often move services like email and CRM to the cloud to increase reliability and uptime. A shared-service infrastructure is typically more stable than local data center servers. To ensure you are meeting your business needs for reliability and uptime, lean on the data center tier rating.
Integration with Applications
Streamlining communications continues to drive many business decisions. Companies find that linking their productivity, CRM and ERP applications with their communications platform dramatically enhances productivity. Before deciding on a solution, evaluate which applications would benefit from integration. Many cloud solutions provide integrations with leading productivity and enterprise applications.
Determine the type of data needed to make improvements and ensure your chosen solution can provide the necessary analytics. Most data will come from call accounting functionality, which detects outbound and inbound calls, call rings outs, call routings, abandoned calls and other activities.
There are additional features that can be added on to most cloud deployments that will further enhance utilization.
- Interactive Voice Response (IVR)
- Call Recording
- Workforce Optimization (WFO)
Any contracted service should provide a service-level agreement. An SLA 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.
Implementation and Onboarding
With any system or migration, proper planning and execution can speed the process and ensure success. 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.