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Hosted Voice: Partner for voice and for the future

August 25, 2015

The best hosted voice providers aren’t just vendors for your business—they’re like business partners.

This is the third of a three part series on hosted voice technology. Click here to read part two.

The best hosted voice providers aren’t just vendors for your business—they’re like business partners. Offering cutting-edge communications tools, after all, is just a starting point. Features have to be accessible to users and easily managed and expanded. That means interfaces that are sophisticated yet simple to learn. It means readily available support and training. And it means a robust infrastructure that covers a wide footprint—as well as some contingencies.

No matter how compelling a hosted voice provider’s solution appears, you’ll want to do your due diligence before signing up for service. Cover the following points to help cover your bases:

  • How intuitive is the user interface? Advanced features can be a big plus for a hosted voice system, but their value can quickly decrease—dramatically—if they are too hard to use. By taking a close look at the user interface—and, ideally, even testing it with a representative group of employees—you can avoid products that really are too good to be true.
  • What type of training is available? Even with an easy to use interface, the system may involve complicated training. Some providers will help your employees get up to speed on a range of topics, from the basics to advanced uses. But it’s not
just the breadth of training that’s important. Users get the most out of these sessions when they are convenient and readily accessible.
  • What management tools are provided? One of the great advantages of cloud-based voice is that maintenance and upgrades can be managed by the vendor—not your business. Yet that doesn’t mean you have to be completely hands-off. At times you may want to manage features, add users, reset passwords, and check usage and billing, among other tasks. Here, too, ease of use is key. Many providers will offer convenient tools such as online management portals.
  • What support is offered? Even with best-of-breed voice systems, you may have questions. And when you do, you’ll want answers, not waits. You’ll also want to rest assured that any problems that may crop up are quickly identified and corrected. Customers want support that is both proactive and reactive.
  • What does the provider’s track record, footprint, and future plans look like? Your voice system is a crucial business asset. As such, it needs to be available and operating efficiently. It also must be able to support any growth you may have down the road, whether you are adding new users or new locations. A provider with a geographically extensive footprint and who can deliver robust service will be in the best position to meet your needs, and your plans. Ask, too, about the vendor’s roadmap for the future. Cloud-based voice is just getting started, and you’ll want to be sure your provider can support all the latest features. With the right partner, the potential of hosted voice—and your company’s potential—can be unlimited.

Conclusion

For today’s businesses, success comes with a long list of prerequisites: agility; mobility; the ability to innovate and provide top-notch customer support. It requires companies to be able to add new employees—and even whole new locations— quickly and seamlessly, as markets and opportunities warrant. It demands that a business’s most important resources, like capital and time, are focused where they can have the greatest impact on growth—not on troubleshooting technical systems and infrastructure.

Hosted voice fosters all of these goals, and does so while providing cutting-edge communications tools. Leveraging the power
of the cloud, hosted voice can improve accessibility, ensure business continuity, support new trends like telecommuting, and make costs far more manageable and predictable. And the best news of all: This is just the baseline. The most compelling hosted voice systems provide advanced capabilities that turbocharge your employees’ mobility, and bolster your customer relationships.

Cloud-based voice isn’t simply a new model for communications. It’s a model designed expressly for the way businesses work—or should be working—today. It lets vendors focus on running and maintaining the technology, while companies focus on the innovations and services that bring them growth, and competitive advantage.

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