By S. Lucido-Balestrieri

| 19 Aug 2024

Phone system, Business Phone System

Cloud-Based Communication Explained: Your Go-To Guide

According to Forbes, around 94% of all companies globally use cloud software currently.

With more teams working remotely and businesses going digital, it’s no wonder companies are choosing cloud-based solutions. They offer benefits like cost savings and the flexibility to work from anywhere—advantages that were hard to imagine just a few years ago.

Curious about what cloud-based communication is, what are its benefits, and how to choose the perfect software? Dive into our article to find out more!

Key Takeaways

Cloud-based communication lets businesses handle calls, messages, and video meetings over the Internet rather than relying on physical phone lines and office equipment.
Some benefits of using cloud-based communication include cost savings, flexibility, scalability, and advanced features.
To choose the right cloud communication software for your business, evaluate your needs and look for a provider with strong security, reliability, and customer support.

What Is Cloud Communication?

Cloud-based communication enables businesses to make calls, send messages, and hold video conferences from any device—whether a computer or mobile—using an internet connection.

Instead of using telephone cables and physical equipment, cloud-based communication uses remote servers (often referred to as “the cloud”) on the Internet. These servers act as the “brain” that manages the communication.

What Is a Cloud Communication Platform?

A cloud communication platform is a system that allows real-time collaboration and communication for teams, regardless of their location. It works through software hosted on the cloud, allowing users to connect and interact via various methods such as voice calls, video conferences, and instant messaging.

This means team members can work together seamlessly from any computer, smartphone, or tablet device using an internet connection.

The platform integrates many communication tools into a single, accessible interface. This way, it’s easier for teams to stay connected, share information, and collaborate seamlessly, whether working in the office or remotely.

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How Does a Cloud-Based Communication Platform Work?

Cloud communication platforms use VoIP (Voice over Internet Protocol) technology to send voice, video, and data over the Internet.

Here’s how it works:

Your device’s microphone captures your voice in analog form.
The software converts this voice into digital signals with the help of codecs.
These signals are split into small data packets for easier transmission.
The packets travel over the Internet to the other person’s device.
The recipient’s device turns the packets back into sound.

4 Key Elements of Common Cloud-Based Communication Solutions

Cloud-based communication needs four elements to work properly:

VoIP (Voice over Internet Protocol): As we’ve seen earlier, this technology lets you make calls, conduct video conferences, and send messages over the Internet.
UCaaS (Unified Communications as a Service): Simply put, it is a virtual house or office that allows you to communicate and work from a single platform.
Communication Tools: These tools let you collaborate and communicate with your team no matter where you are. For example, tools like Slack allow you to chat with your colleagues as if they were on WhatsApp, but in a professional manner.
Cloud PBX (Virtual Phone System): This telephony system operates over the Internet, allowing businesses to communicate without installing physical hardware.

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Benefits of a Cloud-Based Communication Platform

Cloud communication is experiencing explosive growth, with the market projected to reach $15 billion by 2032 and a compound annual growth rate (CAGR) of 15.7% from 2020 to 2032. This remarkable increase highlights this technology’s transformative impact on the business and communication world.

Let’s explore its benefits in detail.

#1 Reduce Costs

Cloud-based communication platforms help you save money in several ways:

Equipment: You no longer need to buy or maintain physical equipment like phones or servers.
Maintenance staff: You don’t have to spend on specialized staff to manage or update the cloud system.
Seat adjustments: Cloud platforms usually allow you to add or remove seats easily with flexible plans, which is more cost-effective than dealing with adding or removing physical equipment.
Office expenses: Working from anywhere with a good internet connection reduces office costs like electricity, lighting, and phone bills. Actually, you don’t even have to have one.

#2 Grow Easily

Cloud-based communication platforms make it easy to expand. Here’s how:

Flexibility: You can easily adjust resources to manage more users or data without needing extra equipment.
Global access: Your team can work remotely, allowing you to hire talent from anywhere worldwide. These platforms also offer great rates of international calling and local numbers, helping you expand globally.
Updates and maintenance: The provider takes care of updates and maintenance on their servers, so you always have the latest features and security improvements without any extra effort.

#3 Save Time

With cloud-based communication, you save both money and time. Here’s how:

Automated Calling: Features like Power Dialer allow you to make up to 70 calls per hour, eliminating manual dialing.
AI Assistance: Artificial Intelligence can handle note-taking and summaries, letting agents focus on serving customers and making sales.
Tool Integration: Cloud platforms integrate with your favorite tools and CRM systems, so you don’t have to switch between different programs to find customer information.

#4 Access Advanced Features

Cloud-based communication solutions offer more features than traditional phone systems, such as:

Real-Time Analytics: You get instant access to the number of calls, average call duration, talk/listen ratios, and more.
Skill-Based Routing: Calls can be automatically directed to the agent with the right skills and experience for the job.
Advanced Call Recording: This tool lets you record and access calls easily for quality checks, training, and compliance.

#5 Ensure Security and Reliability

Cloud communication services are both secure and reliable. Here’s how:

Data protection: They use advanced encryption to protect your data when being transmitted and stored.
Service guarantees: They offer Service Level Agreements (SLAs) that ensure minimal downtime so you can rely on the system even during emergencies.
Redundant Systems: Providers often have backup systems and data centers, so if one part fails, another can take over, keeping your service up and running.

How Do Businesses Use Cloud-Based Communications Solutions?

Given all these advantages, it’s no wonder that businesses are increasingly turning to cloud communication solutions—they’re simply too valuable to ignore.

Let’s explore some of the most relevant use cases.

#1 Remote Work

Cloud communications platforms allow remote employees to work from anywhere with a good Internet connection. For example, mobile apps let employees use all the features of their smartphones or tablets, making it easy to work from any location.

#2 Customer Service and Call Centers

Cloud communications platforms provide agents with advanced tools to improve the customer experience. For example, Interactive Voice Response (IVR) can automatically connect customers to the right agent or department. In call centers, agents can handle incoming and outgoing calls, manage marketing campaigns, and conduct surveys without being tied to a physical office.

#3 Remote Technical Support

Technical support teams can use VoIP to assist customers or employees from anywhere. This helps solve problems faster and more efficiently without needing to be physically present.

#4 Telemedicine and Virtual Consultations

Healthcare professionals can use VoIP platforms to offer virtual medical consultations, track patient progress, and provide remote advice. This increases access to healthcare for people in remote areas or with limited mobility and better uses medical professionals’ time.

#5 Financial Services

Cloud-based communication platforms help financial service providers interact with clients securely and in a personalized way. This is important in a field where trust and relationships matter. For example, agents can access customer data and call history before talking with a client, which saves time and allows for more tailored assistance.

How to Choose the Right Cloud-Based Communications Software for Your Business?

Choosing the right cloud communications software for your business involves a few important steps to ensure it meets your current and future needs. Here’s a simple guide to help you decide:

#1 Consider Your Business Needs

Start by identifying your specific communication requirements.

Consider the following:

Types of communication: Decide if you need voice calls, video conferencing, messaging, or contact center tools.
User count: Estimate how many users will need access to the system.
Compliance and security: Check if your industry has specific requirements or security standards the software must meet.
Devices compatibility: Consider which devices you’ll use with the software (computer, mobile, tablet) and ensure the software supports them.

#2 Assess Cloud Communication Providers

Once you’ve identified your business needs, it’s time to evaluate the different providers in the market.

Review these key points:

Features: Research different providers and compare their offerings against your checklist.
Pricing models: Look at the cost structures to ensure they fit your budget.
Reliability and security: Assess the provider’s reliability, uptime guarantees, and security measures.
Integration capabilities: Ensure the solution can seamlessly integrate with other tools and applications your team uses.

#3 Think About Future Growth

Along with considering your current needs, you should also anticipate your future requirements.

Since you don’t have a crystal ball, it’s recommended to choose a solution that offers flexibility and can grow with your business. Opt for a service with flexible pricing plans that let you easily add or remove seats and features as your needs change.

#4 Evaluate User Experience

When the platform is intuitive and easy to navigate, employees can focus on their main tasks instead of struggling with technology, which boosts productivity.

When choosing a user-friendly cloud communication platform, focus on these key factors:

Ease of use: The platform should be intuitive and easy to navigate, even for non-tech users. Check user reviews or get a free trial to see if it is user-friendly.
Training: Seek providers that offer extensive training resources. For example, CloudTalk offers weekly training sessions and an onboarding portal.
Mobile accessibility: Ensure the platform works well on smartphones and tablets with dedicated apps that match the desktop version’s functionality. This helps employees stay productive on the go.
Customer Support: Choose a provider with reliable 24/7 support through phone, email, and live chat, along with a useful help center. Good support is vital for a smooth user experience.

#5 Analyze and Optimize

Analyze and optimize the usage of a cloud-based communication platform to ensure it runs smoothly and meets your business needs.

Here’s how:

Monitor performance and usage: Deploy analytical tools to review key metrics such as uptime, feature usage, and system load. This will help you identify bottlenecks, performance issues, or areas of improvement.
Collect and analyze user feedback: Conduct surveys and feedback sessions with employees to understand how they are using the platform and what challenges they face. Use this information to adjust settings, add useful features, or streamline processes.

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Cloud-based communication is revolutionizing business communications with flexibility, cost savings, and ease of scalability. As more companies embrace remote work, cloud-based solutions are becoming essential.

However, it’s important to choose the right cloud communications software for your business needs.

Among all the different options, CloudTalk is an effective cloud communication solution that combines ease of use, cost efficiency, advanced features, and robust analytics. It’s designed for modern businesses, especially those with global or remote teams.

Discover how CloudTalk can transform your communication strategy—see it in action.

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FAQs

What are the typical communications channels used in cloud computing?

Cloud computing utilizes various communication channels, including:
– VoIP for Internet-based voice calls.
– Email Services for scalable and feature-rich email solutions.
– Video Conferencing for real-time remote collaboration.
– Instant Messaging and Collaboration Tools for quick team communication and project integration.

What is Unified Communications as a Service (UCaaS)?

Unified Communications as a Service (UCaaS) is a cloud-based solution that integrates various communication tools—like voice, video, messaging, and collaboration—into a single platform. It allows businesses to streamline their communication processes and scale services easily without managing on-premises infrastructure. UCaaS enhances connectivity and collaboration across teams.

Are cloud communications secure and safe?

Cloud communications can be secure and safe if proper measures such as encryption, access controls, and regular security updates are taken. Providers often implement robust security protocols to protect data. However, businesses must also follow best practices and ensure security measures are in place.

What is the cloud model of communication?

The cloud communication model views communication as flexible and fluid, similar to cloud computing. It highlights that messages can easily flow between platforms and devices, adapting to users’ needs. The main idea is that communication is an ongoing and ever-changing process, not a fixed one.

What is an example of a cloud-based service?

An example of a cloud-based service is Google Drive. It allows users to store, access, and share files online from any device with an internet connection, providing real-time collaboration and automatic updates without needing local storage.

What is a cloud-based approach?

A cloud-based approach means using online services to handle tasks and store data instead of relying on local computers or servers. This way, you can access your files and apps from any device with an internet connection, and the service can grow or shrink based on your needs.