9 Questions to Help You Change Communication Solutions

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Dealing with change

In an ever-evolving world, dealing with changes can be difficult in any aspect of life. Technology is growing rapidly and trying to keep up can feel daunting and leave you feeling overwhelmed. So when looking for any new technology solution you’re looking for a solution that will help make the transition easy as well as being cost effective and reliable in the long run. It’s important to look for a future-proof solution that can adapt and change with you and your requirements over a number of years. One of the biggest transitions for most businesses in recent years is from legacy phone systems to cloud communication solutions.

One of the major factors holding companies back from changing to cloud phone and contact centre solutions is that their on-premise phone system and PBX was expensive and time consuming to implement, so the idea of changing their systems to something new feels like a major project.

However, holding back and waiting could be affecting your customer service levels and the way you communicate with your colleagues. 90% of IT leaders have already planned to phase out on-premises phone systems in 2022, proving that more and more businesses are making the move quickly and you don’t want to be left behind.

9 questions to ask about your current communications setup

Ask yourself the following questions to help you decide whether it’s time to update your communication systems.

  • Do agents spend time switching between systems to answer customer queries?
  • Are you spending regularly on maintenance and upgrades?
  • Have you experienced lost business through system downtime?
  • Is it difficult to scale agents to support busy times or flex cover across queues and channels?
  • Are your customers getting frustrated about long wait times and query resolution?
  • Are colleagues struggling to work from home?
  • Are your ESAT and CSAT scores below target?
  • Do your managers need more visibility of data and reporting?
  • Are you unable to implement PCI compliance, omnichannel, CRM integration or AI easily?

If you answered YES to any of these questions, it’s time for you to seriously consider a cloud contact centre solution.


Cloud – a cost-effective scalable solution

There are loads of reasons to update your outdated systems to more future-proof solutions, however it’s still a big decision. To help justify the change, here are a few ways that switching systems will help your business, colleagues, and your customers.

Improved employee satisfaction

Being advised to switch out your expensive legacy system may seem like a kick in the teeth after the time and money spent on initial outlay and maintenance, however these systems could be holding your company back. Aside from the unsightly wires and trouble with upkeep, they make remote working difficult, and with such a changing perspective on office working, this isn’t beneficial for you, employees, or customers.

Cloud contact centre can allow your staff to work from home or abroad, as you can login and access your systems from any location, giving employees more freedom and the work-life balance that suits them; this will in turn increase loyalty and job satisfaction, decreasing staff turnover and removing the pressure of continuously finding new staff.

Increased flexibility

One of the biggest challenges for contact centre staff is flexibility over busy periods. This is difficult as there is only the option of permanent seats for legacy phone systems, and along with implementation costs, you may be paying for seats that you do not need during quieter periods, therefore wasting money and time negotiating new contracts. However, with our cloud-based contact centre, you can flex seat volumes easily to be able to manage busier periods. Additionally, with advanced visibility across all your agents and call queues with real-time reporting, you can make changes instantly, whilst also reviewing customer contact patterns to allow better future planning.

Improved collaboration 

Another benefit of a cloud contact centre is that collaborating with colleagues is easier than ever. By integrating your cloud contact centre with Microsoft Teams and other systems, colleagues will be able to share and access information and knowledge easily, give them more time to help and talk to customers. Instead of waiting hours or days for information to help a customer, they can receive the information in minutes – improving both the colleague performance and customer experience. And with in-built backups and failovers, your customers will never feel unsupported.


Being confident in your telecom solutions is essential in the success of the communications between colleagues and customers, so having a system you can rely on removes that pressure. With the added flexibility of being scalable through a central portal, and the reassurance that you are prepared for the future, you can manage your calls easily and effectively. To talk more about cloud contact centre solutions, get in touch with us or head over to our page with more information about it.