Organizations without a crisis communications plan in place before the coronavirus outbreak had to scramble to provide tools that would allow employees, customers, partners and suppliers to communicate effectively from remote locations. The process was much easier for companies that were already using Unified-Communications-as-a-Service (UCaaS).
Even without a formal crisis plan in place, companies with UCaaS were better positioned to quickly ramp up remote support for internal and external communications and contact center operations. They already had the cloud-based framework necessary to deliver consistent, reliable communications and collaboration across multiple devices and locations.
Companies without UCaaS had to reactively deploy free or consumer-grade online tools. In their haste, many may have inadvertently introduced significant risks. One new survey found that 84 percent of IT professionals are concerned that the swift adoption of new platforms and processes without proper oversight has created new security vulnerabilities. Ninety-two percent worry that the transition has made them vulnerable to data breaches resulting from cloud misconfigurations.
UCaaS for the Long Haul
As states move forward with reopening their economies, organizations may be tempted to abandon their cloud-based tools and revert to their pre-pandemic communications environment. That could be a very poor decision for several reasons.
First and foremost, there still is no vaccine and most infectious disease experts fear a coronavirus resurgence in the fall. If that happens, organizations could find themselves in the same boat, hastily subscribing to cloud-based tools without adequate policies, controls or oversight in place.
Even without a resurgence, abandoning a cloud-based approach to communications would be a short-sighted move. Business-grade UCaaS platforms will be essential elements of future business continuity preparations, and they will support what will surely be an ongoing shift to flexible work arrangements.
UCaaS future-proofs communications in several important ways. It allows organizations to rapidly and seamlessly switch from office-based to remote-based communications as necessary. It provides a foundation for many digital transformation initiatives by enabling the integration of communication and collaboration tools with key business applications. It also enables a highly flexible hybrid contact center model, supporting a mix of virtual and brick-and-mortar operations.
Business-grade solutions from reputable providers also reduce risk. Through remote monitoring and management, a provider can identify and mitigate potential security vulnerabilities, ensure proper configurations, and deliver ongoing updates and patches. A good provider will also keep your IT team in the loop with custom dashboards and reporting tools.
Providers can also eliminate surprises. Regular network assessments help ensure that both your network environment and the carrier connection to the cloud can handle the UCaaS workload. Regular tests of voice, video and collaboration applications help establish quality benchmarks and identify any potential chokepoints.
Our solutions experts and engineering teams have years of experience helping customers evaluate and deploy UCaaS solutions that meet their specific business needs. As a Mitel Platinum Partner, we have particular expertise in customized MiCloud Enterprise UCaaS deployments, including CRM and Salesforce integrations for contact center operations.
UCaaS solutions have demonstrated their business-enabling qualities during the ongoing health crisis. Even after remote work is no longer mandated, UCaaS can help companies become more agile, flexible and responsive. Let the pros at IPC show you how to use UCaaS to transform your communications capabilities.