Calling over the internet is nothing new – especially in the enterprise space. But particularly as ultra high speed, reliable connectivity options have become more available with nbn Enterprise Ethernet and Telstra Fibre, we’re seeing more SMEs than ever choose to upgrade their internet and move their calling to the cloud.
Started with PBX, now we’re in the cloud
On-premise Private Branch Exchange (PBX) systems were the traditional, reliable, old faithful method of telephony. For enterprises that couldn’t compromise on the dependability of their phones, on-premise PBX used to be the way to go.
Then along came on-premise Voice over IP (VoIP), where voice was transmitted over the network, rather than over a physical phone line. This allowed enterprises greater flexibility when it came to scaling, because they didn’t need to add copper phone lines whenever they grew. And it didn’t hurt that it generally came with a reduced price point per user than on-premise PBX, too.
Since then, cloud-hosted calling has burst onto the scene, growing traction as the telephony system of choice for enterprise businesses. Initially there was some hesitancy around cloud calling, mostly from a reliability and quality perspective. But in the last year, we’ve seen this hesitancy disappear. Partly due to COVID-19 forcing organisations’ hand – because they needed a way for their remote staff to present the same experience to their customers no matter where they were working from. And partly due to the increase in availability of connectivity solutions that can support the high volume of uploads needed for cloud calling.
Cloud-hosted calling not only offers the same flexibility benefits as on-premise VoIP, but it also integrates more seamlessly with unified communication systems – which we’ll dig into below.
Why cloud calling is the go-to for enterprise telephony
Here are some of the top reasons that enterprise organisations are choosing cloud calling for their telephony.
Integration with unified communications systems
In most cases, cloud calling solutions integrate with unified communication platforms. Telstra IP Telephony, Telstra Calling for Office 365, and Cloud PBX Calling all offer a converged communication experience, where voice calling, video calling, instant messaging, and even file sharing are possible in one place. Cloud calling for Microsoft Teams has been particularly in demand – allowing calls to be made directly from inside Microsoft Teams.
In a world where the hybrid workplace is here to stay, choosing, implementing and embedding the right unified communications tools will mean that teams can spend more time focusing on what’s important, rather than jumping between different systems for their comms.
Artificial intelligence for compliance and customer service
There is a growing market for cloud call recording and voice intelligence solutions that open up a new level of insights and visibility for organisations. Solutions like Dubber use AI to ‘listen’ to calls and flag if certain words are being used (especially useful in Compliance functions), and to ascertain if the overall sentiment of calls is positive or negative (ideal for cloud call centres).
Symmetrical connectivity options mean greater reliability
Calling over the internet needs bandwidth – and a lot of it, especially if you’re running a call centre. And, not only does it require fast speeds, but it needs a great deal of bandwidth allocated to uploads. Enterprise-grade internet options with equal allocation for uploads and downloads (otherwise known as ‘symmetrical’ connectivity) are becoming more and more accessible and affordable. This shift means that cloud calling is supported by more reliable connectivity than ever before.
Sophisticated network infrastructure allows traffic prioritisation
Enterprise networks allow smart configuration to allocate a specific amount of bandwidth to calling, or to prioritise voice over other internet traffic. And, by proactively monitoring networks, performance of voice can be measured and the network configuration adjusted as needed.
The future’s cloud calling
We’re only just scratching the surface of what’s possible with cloud collaboration tools. If the future of work is hybrid, then having a digital workplace to share, communicate and work collaboratively (whether in the office or WFH) is going to be key.
Ready to learn more about collaboration tools for your organisation? We’re just a call or an email away. Let’s make it happen.