The digital revolution has meant that business is now conducted at an unprecedented pace. It’s therefore critical that a modern business is flexible and agile. This means having the ability to respond quickly to market changes, advancing technology, changing customer behaviours and patterns of employment.
New expectations are being placed on business’ telecoms, infrastructure and networks to facilitate this ever-increasing speed of working. In order to prove effective in this fast-paced environment, telecoms systems must be scalable.
Research by leading UK based hosting provider CWCS has revealed that around half of senior IT decision makers consider scalability as the 3rd most important attribute of a system. This reveals that the need for a system that offers a protected environment that can grow (or reduce) as the business needs it, is high on the procurement wish-list of many companies.
Here’s three reasons why scalability is such a major concern for many telecoms manager:
1. Remote working
Remote working is one of the biggest workplace trends over the past five or so years. The stats back this up:
- More than 60% of UK companies have employees that work remotely – Office for National Statistics
- 14% of the UK workforce work from home – Virgin Media
In order to be effective, telecoms systems must therefore be flexible enough to function around these ever changing employee working patterns.
2. Fluctuations in telecoms requirements
Change, no matter how much you plan for it, will often just sneak up on you. Businesses need to be prepped and ready to respond, adapting process and solutions in an instant in order to remain competitive.
Examples of telephony changes:
- New remote sites, offices or even the odd department or two, will require additional comms resource
- Seasonal fluctuations such as Christmas or summer sales will add significant pressure on the volume of incoming calls
- As a rule, unless you have a portion of redundant lines ready to be brought into swift action, traditional telecoms solutions aren’t flexible enough to cope with fast-paced change – let’s not forget they weren’t designed to cope with this in the first place!
3. Changing customer demands
The expectations and demands customers are placing on business are increasing rapidly. They expect timely and accurate responses, so business’ can’t afford to hang around.
If a business decided to quickly increase telephony capacity to meet demand, could they afford to wait weeks for a new line to be installed?
Surely it would be preferable to keep control of the communications system, making capacity increases in house, instead of relying on a 3rd party to make the changes?
It is unsurprising that the best communication solutions are placing an increasing emphasis on scalability.
The shift towards cloud-based solutions
Research by the Cloud Industry Forum (CIF) has found that 78% of the 250 organisations surveyed have formally adopted at least one cloud-based service.
This adoption of cloud is also reflected in telephony; with more and more UK businesses opting for a cloud solution over traditional telephony.
Cloud-based telephony meets the business imperative for scalability, but it often delivers in other key areas; speed of installation, flexibility and cost-efficiencies. A hosted solution also holds benefits specific to the Telecom Manager by removing the hassle of managing your own PBX and offering a higher level of control.
Multi-site businesses can benefit from seamless integration of communications on a single system, without the need for multiple numbers and the flexibility to use different phone number types at the same site. This can support the business by “appearing larger than it is” and giving the pretence of being local to more than the area it is physically located in, by the use of different area code phone numbers.
This is contra to established, fixed line telecom solutions which tend to offer limited scalable options, where any changes are often slow and protracted. When it comes to scalability, cloud-based hosted solutions certainly win out here.
Recent research findings discussed in this article show that:
- Scalability is high on IT decision maker agenda’s
- More businesses are offering home working
- Fluctuating telecoms business requirements and changing customer demands are making scalability even more important.
- The majority of companies are adopting cloud based services in many areas of their business
Traditional telephony is struggling to keep up and the cloud-based hosted telephony proposition is looking stronger than ever, with no indications of slowing down.
At Immervox we are technology neutral, and only recommend the solution that suits a client’s specific requirements, be it a traditional or cloud based system. There are still some benefits to traditional fixed-line technology and there are ways in which old and new can be combined to get the best of both worlds. We produced an eBook on Hybrid telephony solutions, which we often find is the “perfect middle ground”.
Regardless of the type of system that is best suited for your business however, getting the most out of any phone system is critical. You can find out more by downloading our free guide: Getting the most from your budget.