Why You Should Consolidate Your Contact Centre and Cloud Telephone System with the Same Provider

As a provider of enterprise cloud communications solutions in APAC, we’ve seen a growing need for cloud-based Contact Centre as a Service (CCaaS) solutions in the region. 

More rapidly growing enterprises are looking to CCaaS solutions to help turn their customer conversations into seamless customer experiences, while improving scalability, and ease of integration with other business tools.  

There is a catch though. In our experience, most organisations are eager to migrate their contact centres to the cloud, but not so certain about how it will impact their existing telephony system. In particular, they are unaware of some special benefits to consolidating their CCaaS and cloud telephony under the same provider. 

How consolidating CCaaS with cloud telephony benefits your enterprise

When migrating your contact centre to the cloud, it pays to carefully consider not just the CCaaS features you need, but how the platform is going to work with your telephony as well. A vendor that can offer both a robust contact centre solution, as well as widespread carrier-grade cloud telephony connectivity has some real advantages. 

1. You can consolidate both your contact centre and cloud telephony fees under one simplified bill. In our experience, this comes in really handy when your enterprise is expanding call centre operations in APAC, where navigating the fragmented regional telephony landscape can be very challenging.
2. You can simplify the quality control of both your cloud telephone system and contact centre platform in one place. Just like consolidating your bill with one provider, you now only need to deal with one point of contact when troubleshooting issues like call quality, system integrations, and reporting.
3. You will benefit from the best call integration possible if you choose to go with the same vendor for both your CCaaS as well as cloud telephony service. Often, the provider will be able to customise a more streamlined call workflow that fits your operational needs if it has both the cloud telephony system and contact centre platform under its control.  

As you can see, it really pays to pick a cloud communications provider that offers both CCaaS and cloud telephony expertise. It makes it so much easier to unify all your communications into a cohesive environment that achieves more synergies between the contact centre and cloud telephony systems. 

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Tapping on cloud telephony synergies

As a licensed telecom provider in Singapore, Toku has cloud telephony and connectivity solutions that let enterprises get more out of their telephone system. For example, Toku has joined Zoom Phone’s Provider Exchange Program. As a pre-integrated carrier, Toku will be able to instantly deliver the underlying local connectivity for enterprise-grade remote working across the APAC region.  

We also enable reliable, high-quality global calling within Microsoft Teams. With this powerful communication tool, enterprises can make and receive calls from anywhere, on any device, by integrating their telephony directly with the MS Teams console. 

But why are cloud telephone systems so important in the first place?

When it comes to remote working through the cloud, one of the most important things to get right is communication.  

The new normal means that teams and departments are no longer located in the same office. Cloud-based telephone systems can help bridge the gap between people and encourage collaborative working. Cloud telephony thus has several advantages for businesses, employees and customers.

Business benefits 

1. Easy installation – Transferring your telephone systems (PBX) to the cloud couldn’t be simpler. If you use a hosted cloud phone system, there is no physical on-site hardware involved, which means it can be set up remotely and quickly. This also frees up physical space and eliminates the hassle of on-site asset management and maintenance.
2. Reduced costs – Cloud hosted telephony is often subscription-based, or offers flexible pricing packages that suit your needs. For example, the initial setup costs are likely to be much lower than a self-hosted system, with small monthly fees that apply only for registered users. The elimination of on-site maintenance will save on the usual overhead associated with the upkeep of a traditional PBX system.
3. Fully scalable – The subscription model is flexible and allows you to scale up or down, depending on the user capacity you need at any given time. The ability to provision new virtual numbers almost instantly allows businesses to provide a “local” service, without the need to actually be present in the locality.
4. Improved management – Using VoIP calls makes it easier to connect with remote workers. Cloud telephone systems are easy to track and integrate with existing business intelligence tools, allowing managers to monitor employee status, call reports, etc. and gain valuable business insights. Management tasks that were once complicated, can now be done from almost anywhere in the world, without any on-site installation or disruption.

Employee benefits

5. Streamlined remote working – With more and more people working remotely, employees need to be able to connect to anyone, anytime and from any location. Cloud-based phones systems make this easy.

6. Improved collaboration – Collaborative working is super-important for productivity. With cloud-based telephony integrated with business tools such as CRMs, employees can quickly make phone calls without having to dial and the improved reliability means that team communications are never compromised.

7. Efficient working practices – Cloud phone systems often make it easy to sync contacts across devices, connecting contacts with the touch of a button. Therefore, average call time will be reduced, as number dialling is no longer needed. Also, cloud phone systems allow you to easily set up call forwarding to any number, which means that you don’t need to worry about following up on voicemails. Voice messages can also be automatically transcribed to SMS or email. 

Customer benefits

9. Improved service – Elevating customer experience is a top priority for most businesses. Cloud phone system features like call forwarding enable customers to speak to people instead of voicemail, while dynamic call flows help route customers to the right people in your organisation more quickly, saving everyone time.
10. Rigorous security – Modern cloud phone systems are highly secure, which is important to customers in the current climate of phishing scams and data breaches.