{"id":9440,"date":"2020-05-06T17:18:47","date_gmt":"2020-05-06T16:18:47","guid":{"rendered":"\/gb\/en\/blog\/?p=9440"},"modified":"2023-04-10T10:45:07","modified_gmt":"2023-04-10T09:45:07","slug":"moving-contact-centre-cloud-telephony","status":"publish","type":"post","link":"\/gb\/en\/blog\/moving-contact-centre-cloud-telephony\/","title":{"rendered":"When Moving Your Contact Centre to the Cloud, What Happens to Your Telephony Service?"},"content":{"rendered":"<p>As companies search for more flexible and reliable opportunities to expand their <a href=\"\/gb\/en\/blog\/definitive-guide-customer-experience\/\">customer experience<\/a> strategies, a cloud-based contact centre is becoming increasingly valuable. In the cloud, your contact centre can expand and evolve to suit you. There\u2019s no need to worry about investing in piles of new hardware every time you need an upgrade. Features and solutions can be added to your contact centre at the touch of a button.<\/p>\n<p>Today, <a href=\"https:\/\/www.bbc.co.uk\/news\/business-48180804\">around 1.54 million people work from home<\/a> for their main career. This highlights another crucial benefit of cloud contact centres \u2013 a new opportunity to work from any environment.<\/p>\n<p>However, talking about moving to the cloud and making the transition are two very different things. You\u2019ll need to think carefully about your telephony system, and how it\u2019s going to change in this new environment.<\/p>\n\t\t<style>\r\n\t\t\t@media (min-width: 768px) {\r\n\t\t\t\t.bottom-cta .bottom-cta-img {\r\n\t\t\t\t\tfloat: left;\r\n\t\t\t\t\twidth: 50%;\r\n\t\t\t\t}\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-img img {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta {\r\n\t\t\t\tbackground: #001138;\r\n\t\t\t\tpadding: 30px;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy {\r\n\t\t\t\tpadding: 0 30px;\r\n\t\t\t\toverflow: hidden;\r\n\t\t\t\tcolor: #fff;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy .btn-primary {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\t\t<\/style>\r\n\t\t<div class=\"bottom-cta  CID-cta-2FdM5dTp IID-cta-69d041093ca30\"\r\n\t\t\tdata-dl-custom-type=\"cta\">\r\n\t\t\t<div class=\"bottom-cta-img\">\r\n\t\t\t\t<img decoding=\"async\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/CX-Covid-offer.png\" alt=\"Call to action banner\">\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"bottom-cta-copy\">\r\n\t\t\t\t<span style=\"font-size: 24px; line-height: 30px;\">FREE contact centre seat licences to get your agents working from home.<\/span>\r\n\t\t\t\t<span class=\"text-center\" style=\"display: block;\">\r\n\t\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\t\tclass=\"btn btn-primary btn-lg\" style=\"margin-top: 16px; font-weight: bold;\"\r\n\t\t\t\t\ttitle=\"Click for more details\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/lp\/covid19-cx-offer.html\" target=\"_blank\"\r\n\t\t\t\t\trel=\"noopener noreferrer\" data-dl-additional-info=\"FREE contact centre seat licences to get your agents working from home.\"\r\n\t\t\t\t\tdata-dl-name=\"FREE contact centre seat licences to get your agents working from home. | Apply today\">Apply today<\/a>\r\n\t\t\t<\/span>\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"clearfix\"><\/div>\r\n\t\t<\/div>\r\n\t\t\n<h2><span style=\"font-weight: 400;\">Protecting Your Contact Centre<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">When making the move to a cloud-based contact centre, businesses must ensure that they\u2019re getting the flexibility and scalability they need, without compromising on quality. This is your chance to ensure you\u2019re working with a vendor that can deliver everything you need for an incredible performance.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Selecting a vendor that can offer contact centre solutions as a service, as well as reliable global <a href=\"\/gb\/en\/blog\/definitions\/telephony\/\">telephony<\/a>, has big advantages. It means you only need to deal with one bill when you\u2019re rolling your contact centre system out around the globe. What\u2019s more, you can ensure that your central telephone number stays the same, even when your agents are working from home from around the world.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Choosing the right contact centre and telephony solution means you can benefit from:<\/span><\/p>\n<ul>\n<li><b>Easier call forwarding: <\/b><span style=\"font-weight: 400;\">Even if your agents and supervisors are working in different locations, you can ensure that you have the right routing strategy in place.<\/span><\/li>\n<li><b>Collaboration and support:<\/b><span style=\"font-weight: 400;\"> With team messaging tools like RingCentral Glip, agents and supervisors can stay connected and updated at all times.<\/span><\/li>\n<li><b>Simple quality management: <\/b><span style=\"font-weight: 400;\">You can track all of your telephony assets and their quality of service in the same combined environment.<\/span><\/li>\n<li><b>Faster rollout:<\/b><span style=\"font-weight: 400;\"> IT doesn\u2019t need to set up phones; agents can instantly self-activate\u00a0 cloud desk phones, even in remote locations or ad hoc call centres.<\/span><\/li>\n<li><b>Big cost savings:<\/b><span style=\"font-weight: 400;\"> Agents using mobile phones with a mobile app, or remote computers running a softphone application, they can function as if the primary contact centre location was fully functional. This happens through the connected network, so agents are not charged using their own phones calling customers.<\/span><\/li>\n<li><b>Better integration of call service: <\/b><span style=\"font-weight: 400;\">When choosing your cloud contact centre as well as your cloud telephony service from the same vendor, you will benefit from the best call integration possible. A simplified user interface for agents allows a better and more streamlined workflow for more effective customer care.\u00a0<\/span><\/li>\n<\/ul>\n\t\t<style>\r\n\t\t\t@media (min-width: 768px) {\r\n\t\t\t\t.bottom-cta .bottom-cta-img {\r\n\t\t\t\t\tfloat: left;\r\n\t\t\t\t\twidth: 50%;\r\n\t\t\t\t}\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-img img {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta {\r\n\t\t\t\tbackground: #001138;\r\n\t\t\t\tpadding: 30px;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy {\r\n\t\t\t\tpadding: 0 30px;\r\n\t\t\t\toverflow: hidden;\r\n\t\t\t\tcolor: #fff;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy .btn-primary {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\t\t<\/style>\r\n\t\t<div class=\"bottom-cta  CID-cta-2FdM5dTp IID-cta-69d041093ca61\"\r\n\t\t\tdata-dl-custom-type=\"cta\">\r\n\t\t\t<div class=\"bottom-cta-img\">\r\n\t\t\t\t<img decoding=\"async\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/05\/CC-blog-banner-1.png\" alt=\"Call to action banner\">\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"bottom-cta-copy\">\r\n\t\t\t\t<span style=\"font-size: 24px; line-height: 30px;\">Are your customers receiving the best possible contact centre experience?<\/span>\r\n\t\t\t\t<span class=\"text-center\" style=\"display: block;\">\r\n\t\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\t\tclass=\"btn btn-primary btn-lg\" style=\"margin-top: 16px; font-weight: bold;\"\r\n\t\t\t\t\ttitle=\"CC LP\" href=\"\/gb\/en\/blog\/cc-offer\/\" target=\"_blank\"\r\n\t\t\t\t\trel=\"noopener noreferrer\" data-dl-additional-info=\"Are your customers receiving the best possible contact centre experience?\"\r\n\t\t\t\t\tdata-dl-name=\"Are your customers receiving the best possible contact centre experience? | Make connecting effortless\">Make connecting effortless<\/a>\r\n\t\t\t<\/span>\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"clearfix\"><\/div>\r\n\t\t<\/div>\r\n\t\t\n<h2><span style=\"font-weight: 400;\">Creating the Perfect Cloud Contact Centre<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">While it\u2019s easy for some businesses to worry about the changes that could occur to their telephony service when they\u2019re making a move to the cloud, the truth is that the benefits are much bigger than you\u2019d think. Cloud contact centres don\u2019t just save money for growing businesses; they open the door to endless evolutionary opportunities too.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With the right cloud contact centre and telephony solution, you can combine all of your communication strategies into a single, more productive environment. There\u2019s even the option to create expert subject matter groups through your collaboration tool on the back-end, helping agents to solve complex cases quicker, and get help quickly when they can\u2019t immediately answer a request.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">All the while, with the cloud solution, you can maintain a deeper level of control over the costs of your telephony system. You may be able to eliminate the expenses of hardware entirely by allowing people to use their own devices. What\u2019s more, agents won\u2019t be forced to use mobile phone contracts, because they can access the same centrally managed and billed system for <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/office\/features\/voip\/overview.html\">VoIP<\/a>.<\/span><\/p>\n<p class=\"uc-expo-cta-2 text-center IId-bottom-banner-144903516 CId-bottom-banner-1098205596\"><span style=\"font-size: 24px; line-height: 30px;\">You can now get <strong>free<\/strong> contact centre seat licences to help get your agents working from home.<\/span><span class=\"text-center\" style=\"display: block;\" data-dtm-element=\"button\" data-dtm-context=\"bottom-cta\" data-dtm-additional-info=\"Apply today\"><a class=\"btn btn-primary btn-lg\" style=\"margin-top: 16px; font-weight: bold;\" title=\"Apply today\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/lp\/covid19-cx-offer.html\" target=\"_blank\" rel=\"noopener noreferrer\" data-dtm-name=\"Bottom CTA\">Apply today<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>As companies search for more flexible and reliable opportunities to expand their customer experience strategies, a cloud-based contact centre is becoming increasingly valuable. In the cloud, your contact centre can &hellip; <a href=\"\/gb\/en\/blog\/moving-contact-centre-cloud-telephony\/\" class=\"more-link\">Read more<span class=\"screen-reader-text\"> &#8220;When Moving Your Contact Centre to the Cloud, What Happens to Your Telephony Service?&#8221;<\/span><\/a><\/p>\n","protected":false},"author":244,"featured_media":9443,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Moving Your Contact Centre to the Cloud: What Happens to Your Telephony? | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"As companies search for more flexible and reliable opportunities to expand their customer experience strategies, a cloud-based contact centre is becoming increasingly valuable. You\u2019ll need to think carefully about your telephony system, and how it\u2019s going to change in this new environment.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/blog\/moving-contact-centre-cloud-telephony\/\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Moving Your Contact Centre to the Cloud: What Happens to Your Telephony? | RingCentral UK Blog","description":"As companies search for more flexible and reliable opportunities to expand their customer experience strategies, a cloud-based contact centre is becoming increasingly valuable. You\u2019ll need to think carefully about your telephony system, and how it\u2019s going to change in this new environment.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/gb\/en\/blog\/moving-contact-centre-cloud-telephony\/","twitter_misc":{"Written by":"RingCentral Team","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":":\/gb\/en\/blog\/moving-contact-centre-cloud-telephony\/#article","isPartOf":{"@id":"\/gb\/en\/blog\/moving-contact-centre-cloud-telephony\/"},"author":{"name":"RingCentral Team","@id":"\/gb\/en\/blog\/#\/schema\/person\/cc4f043d2b478862a8622c28b0ebd08c"},"headline":"When Moving Your Contact Centre to the Cloud, What Happens to Your Telephony Service?","datePublished":"2020-05-06T16:18:47+00:00","dateModified":"2023-04-10T09:45:07+00:00","mainEntityOfPage":{"@id":"\/gb\/en\/blog\/moving-contact-centre-cloud-telephony\/"},"wordCount":768,"commentCount":0,"publisher":{"@id":"\/gb\/en\/blog\/#organization"},"articleSection":["Contact Centre"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":[":\/gb\/en\/blog\/moving-contact-centre-cloud-telephony\/#respond"]}]},{"@type":"WebPage","@id":"\/gb\/en\/blog\/moving-contact-centre-cloud-telephony\/","url":":\/gb\/en\/blog\/moving-contact-centre-cloud-telephony\/","name":"Moving Your Contact Centre to the Cloud: What Happens to Your Telephony? | RingCentral UK Blog","isPartOf":{"@id":"\/gb\/en\/blog\/#website"},"datePublished":"2020-05-06T16:18:47+00:00","dateModified":"2023-04-10T09:45:07+00:00","description":"As companies search for more flexible and reliable opportunities to expand their customer experience strategies, a cloud-based contact centre is becoming increasingly valuable. 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