Cloud Communication As A Driver Of Business Growth

Cloud communication is a technique that allows companies to establish a point of contact with a customer over the Internet instead of using a telephone network connection. Cloud communications uses cloud-hosted technologies, tools, and platforms to strategically engage with customers, including hosting conversations, messaging, and video conferencing. Cloud communication eliminates the need to install any hardware or physical network to operate the customer support center.

Cloud communication

Driving the growth of cloud communication

SMEs are at the forefront of this growth and are expected to continue to be the most significant contributors over the next 4-5 years. Around 30% of all SMEs currently use paid cloud services in their company, giving them another reason for optimism. While only 49% of non-cloud SMBs expect their revenue to grow, 63% of current cloud users do.

Support for remote workers

With so much time spent working remotely, online backups and databases are also increasing demand for cloud-based communications. So expect the level of collaboration features to expand and their integration with cloud communication to become even stronger.

Access to advanced features and options

Another driver of cloud communication success is simply faster access to advanced features and capabilities for you and your employees. Add to that a reduced reliance on in house IT staff and advanced technologies and business models constantly coming to market, and you have a recipe for your own success. There is also a concerted effort on behalf of service providers to penetrate larger enterprises, which in turn is driving the adoption of cloud communications among larger distributed organizations.

Benefits for minimal hassle

The technology driven times we live in and the greater need for collaboration in an ever-shrinking world are key drivers of the growth of cloud-based communications. As demand grows, so does the price competitiveness, ease of use of the offering and the availability of rapidly customized solutions for various companies in the SME sector. Cloud communications services appeal to a wide range of small and medium sized businesses, including real estate, legal, consulting and IT firms, with retail and the public sector not far behind.

Inhibitory factors hold some SMEs back

There are concerns about cloud solutions, especially regarding security and reliability. Data protection was also identified as a growth inhibitor, with many users wanting to know exactly where their data is stored and half of them seeing data privacy as something that would actually prevent them from moving certain functions to the cloud.

Conclusion

Despite the initial reluctance of some businesses to engage with cloud-based communication systems, this technology is seen as the future of contact center operations. It provides an opportunity to incorporate innovation into the technology space and accelerate processes with unmatched agility.