What is a Cloud Communications Platform?

With cloud communications, your users can connect with co-workers and customers in real-time from anywhere. It doesn’t matter if your team is in the office, at home, or on the go – they can still be productive when you have the right cloud-based communications tools.

Essentially, cloud communications is the technology your business needs to function as a work-from-wherever organization .

But, before you adopt any new communications systems, you need to understand what it is and how it can benefit your company. To help you decide if cloud communications is right for you, we’re covering everything you need to know about this technology.

Cloud Communications Defined

Cloud communications refers to communications technology that uses the internet to send and receive data. Whether your team members are offering customer support over the phone, participating in a video conference, or sharing files with one another, everything happens through an internet connection.

The software for your business communications technology is hosted in the cloud. That means your organization doesn’t have to buy and maintain hardware to run applications. There’s also no need for physical phone lines in your office, so you don’t need to pay PSTN (public switched telephone network) calling costs – in fact, with internet calling, small businesses generally save hundreds of dollars every month on calling costs .

Because cloud communications are hosted on off-site servers and managed by your cloud service provider, it’s also easier for you to customize your communications technology stack to revolve around your business’s needs. You can adopt additional cloud-based software, integrate your communications technology with other business apps, like CRMs, and add or remove users easily.

Why Are Businesses Shifting to the Cloud?

The cloud offers advantages that are helping businesses across industries be more flexible and efficient. With the cloud, businesses can:

Lower IT and phone costs
Optimize productivity
Reduce security risks
Enable employees to work remotely

According to research by McKinsey, most enterprises plan to spend 80 percent of their IT hosting budget on cloud services by 2024. Part of the reason for this pivot toward massive cloud adoption is the pandemic – while COVID-19 shut down a lot of companies, it also taught the business world that operations can continue when you have the technology in place to enable omni-channel remote work.

Another driver is the estimated $1 trillion in business value that cloud adoption can unlock. Because software is hosted in the cloud, businesses of all sizes can access enterprise-level technology and near limitless scaling capabilities.

Not only does this make faster development and more seamless innovation possible, but being a cloud-first company is also becoming a prerequisite for being competitive.

Basically, if your business isn’t tapping into the advantages of cloud technology, but your competitors are, you’re going to get left behind.

3 Cloud Communications Solutions for Small Businesses

You can use cloud technology for voice calls, video conferencing, instant messaging, file and document sharing, and contact center communications.

If your business simply wants a cloud-based phone solution, you can use VoIP. For a comprehensive solution, consider UCaaS and CCaaS. Let’s look at what each of these cloud communications solutions brings to the table.

1. VoIP or Cloud Phones

For cloud phone services, your business can switch to VoIP technology – or voice over internet protocol. With VoIP services, your business only needs an internet connection to make phone calls.

VoIP phone systems are also known as cloud or hosted business phone systems because the software is hosted in the cloud. To use your VoIP solution, your employees simply need to download an app to their device and they can make and receive phone calls whenever they have an internet connection.

2. UCaaS

If your business uses other communications tools, such as video conferencing and chat messaging, you can adopt a cloud-based solution that combines VoIP technology with other types of cloud communication tools. UCaaS , or unified communications as a service, brings together all the important tools you need to facilitate communication and collaboration.

UCaaS comes with voice, video calls, chat, and file sharing. With an all-in-one solution, your users can be more productive, and you can simplify your communications technology stack with a cost-effective, single platform.

3. CCaaS

UCaaS is for internal communications. If your business needs a cloud-based solution that will handle all of your customer support communications, you’ll need a contact center solution too.

CCaaS , or contact center as a service, is a cloud communications solution that comes with all the features and tools your contact center agents need to handle customer calls, including call routing, authentication, voicemail, call recording, and even transcription.

Even better, when you adopt a contact center solution that works with your UCaaS, you can offer a modern customer experience that allows your customers to contact your business through their preferred channels, whether they want to use voice, email, or chat.

You’ll also have access to data and reporting features that let you track the quality of customer interactions, spot trends, and identify ways to improve the customer experience.

Make Your Business More Flexible with Cloud Communications

With cloud-based communications technology, your business can save on office costs, reduce your IT burden, and increase flexibility, scalability, and agility. Employees can work from anywhere. Decision-makers can access useful data insights. And, your business has the collaboration tools it needs to increase customer satisfaction.

To get started with the cloud, explore Intermedia’s user-friendly cloud communications solutions. With unified communications, contact center software, file management, and more, you can get everything your business needs to stay productive. Learn more about how Intermedia cloud communications can help your business.

How can Intermedia’s cloud platform improve my company’s existing automations and workflows?
Intermedia’s cloud platform enhances your company’s automations and workflows by offering robust communication features and powerful APIs. These tools enable seamless integration with your existing systems, ensuring streamlined processes and improved operational efficiency. By leveraging these APIs, businesses can customize and expand their communication capabilities to align perfectly with their workflow requirements.

How does Intermedia ensure security and limit platform downtime?
Intermedia prioritizes security and reliability to maintain high platform uptime. Through the use of advanced security protocols, constant monitoring, and redundant infrastructure, Intermedia ensures that your cloud communications remain secure and operational, minimizing any potential disruptions and protecting your data.

What integrations does Intermedia offer?
Intermedia provides a wide range of integrations, including those with Microsoft, Slack, and Salesforce. These CRM integration capabilities allow businesses to unify their communication tools with their preferred platforms, enhancing productivity and simplifying workflow management.

What are the most common use cases for cloud communications systems?
Cloud communications systems are commonly used across various industries for project management and healthcare. These systems support collaboration by providing reliable and flexible communication solutions that can be tailored to fit diverse operational needs, improving both team efficiency and client interactions.

How can using a cloud communications service improve my business’s customer relationships?
A cloud communications service can significantly improve your business’s customer relationships by enhancing customer communications. It allows you to integrate communication channels, increasing visibility across organizations and enabling seamless information flow. This integration helps teams respond more effectively and personalize their interactions with clients, fostering trust and long-term engagement.

Does Intermedia offer SMS or text messaging?
Yes, Intermedia offers SMS and text messaging as part of its communication solutions. This feature enables businesses to reach customers through a preferred and convenient channel, enhancing engagement and expanding communication capabilities.