Customer Experience

Five ways moving your communications to the cloud can save you money


According to the 2021 State of Business Communications Report, 87% of forward-looking IT leaders believe an integrated cloud communications solution is the future.

When estimating cost savings from moving your communications to the cloud there are five key areas.

1. Unified management of all locations

2. Transition to a “work anywhere” experience

3. Single security model

4. Integration with key ICT platforms

5. Enhanced customer experience


1. Unified Management of All Locations

Businesses often juggle multiple communication systems across various locations, consuming considerable time and resources. Consolidating these systems into a single, user-friendly SaaS application can dramatically reduce this burden. Key considerations include:

  • Compatibility of existing desk phones with the new system
  • Integration of DECT systems into the cloud platform
  • Use of softphones with mobile apps to replace physical phones
  • Secure use of personal mobile devices
  • Time investment for user onboarding and adoption
  • Impact on IT help desk workload
  • Potential productivity gains from a unified communication platform
  • Cost savings from consolidating subscription fees into one plan


2. Transition to a “Work Anywhere” Experience

Implementing a hybrid working model can be challenging, especially in industries like manufacturing. A consistent user experience across all devices and networks is crucial. Evaluations should address:

  • Network capacity requirements for OTT services
  • Efficiency of current video meeting solutions
  • Support for digital messaging channels to enhance customer experiences
  • Remote work capabilities using personal devices
  • Management of communications for common areas
  • International calling needs
  • Costs and logistics of running parallel systems during the transition


3. Single Security Model

A robust cloud communications platform must offer top-tier security and compliance, including Tier 1 data centres, geographically redundant routing, and certifications like GDPR, ISO 27001/9001, and Cyber Essentials+. Considerations include:

  • Costs of multiple security audits for different applications
  • Savings from managing security and compliance through a single provide


4. Integration with Key ICT Platforms

Many organisations have effectively used Microsoft 365 and Teams for remote working. However, additional capabilities are needed for full external collaboration. Preferred solutions should offer true cloud-to-cloud integration with Microsoft Teams, rather than basic direct routing. Key questions include:

  • Licensing costs for Microsoft Teams voice services
  • Benefits of using a Microsoft Teams certified integration partner
  • Savings from a platform integrating business communications and contact centre function


5. Enhanced Customer Experience

Improving customer experience begins with understanding current touchpoints and their impact. Quantifying improvements can be challenging but is essential for a compelling business case. Considerations include:

  • Increased call handling capacity and reduced wait times through better staff directory visibility
  • Cost benefits from customer sentiment analysis
  • Impact of detailed reporting on IT resource utilisation
  • Improvements in customer satisfaction from specific coaching based on call recordings
  • Efficiency gains from resource-balancing analytics
  • Automation of high-volume, routine calls

At VCG, we leverage our extensive experience to help you create a robust business case for cloud communications. Our solutions empower your staff and drive cost efficiencies through enhanced company-wide collaboration.

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