Avoid the most common mistakes when choosing a cloud-based telephony solution

In recent years, the way organizations operate has undergone a major shift. Manual processes have been digitalized, creating new demands on the systems we use.

The focus is now on automated workflows, where time efficiency and productivity are among the strongest arguments.

Pioneers in the field—both end users and providers—have recognized the importance of automation, leading to major improvements in usability and accessibility to meet these new demands.

As always, there’s an exception to every rule, and in this case, that exception is telephony.

Most companies have already moved to a cloud-based telephony solution—a positive step, but not enough.

Leading organizations have gone further, adopting the next generation of cloud-based telephony systems that are flexible, mobile, stable, and built to support smart workflows.

As a buyer, it’s crucial to understand the difference between the systems available.

Telecom can be a jungle, and these days, it’s not enough to simply tick the “cloud-based” box and call it done.

A needs analysis, perhaps?

To modernize and build the workplace of the future, there are several key factors that next-generation telephony systems must support:

• Ease of use
• Hybrid and mobile workplaces
• Adaptability for department-specific needs
• Integration with third-party systems

The major shift is that telephony no longer needs to exist in isolation.

Next-generation systems fully support integrations with CRMs, survey tools, video conferencing, SMS dispatch, call recording, productivity services, and advanced analytics.

Integrations are the foundation of the modern workplace—they not only streamline operations but also help you make data-driven decisions.

The purpose of these integrations is the end result: smart and efficient workflows.

For example, when you’ve spoken to a customer, the call is automatically logged in your CRM. The next time that customer calls, the agent instantly sees the full history—no searching required.

The advantages of next-generation telephony systems include:

• An agile platform with continuous updates and feature development
• Enhanced security with regular and proactive maintenance
• Simple administration where you can create users, call groups, and even order mobile subscriptions directly from your phone
• A unified communication hub where chat, video calls, project management, and more work seamlessly together

How to choose the right solution

In our free guide, we’ve compiled plenty of smart tips and key questions you should ask your potential provider to avoid the most common mistakes.

The guide includes:

• Detailed explanations of the primary selection criteria
• The importance of cloud-based services
• User experience and design
• Integrations and extended services
• Innovative features that improve call handling
• Support and customer service
• Scalability for future growth

You’ll also get a handy checklist to use in your next procurement process.

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