Understanding the Ins & Outs of Cloud Communications

Imagine you’re in a horse race, lined up at the start-finish line, and you look over at your opponent…who’s driving a Porsche. You might as well go home, right? The Porsche is going to cover a lot more ground a lot faster.



Your legacy communication system vs. cloud communications is a little like that. 



Switching to the cloud is like getting behind the wheel of that sports car. Think of your workflows as horsepower — they dictate your efficiency. When you upgrade your workflows, you’re not worried about the zero-to-sixty and can focus on the road ahead.



Cloud communication solutions give you the tools to work fast and stay focused because your team works more efficiently.  



In this article, we define the basics, advantages, and best use cases of cloud communications. We also discuss security features and break down five cloud communication platforms that are worthy of your attention.



What Is Cloud Communication? 



Cloud communications are a set of technologies that let you manage and deliver voice, video, and data communications over the Internet.



It’s a more scalable, flexible, and cost-effective approach than traditional communication, which relies on physical hardware and fixed lines. With cloud communications, you have the freedom to connect from anywhere without the limitations of conventional phone services.







Every time you call a client using an app like Skype or WhatsApp on your phone, you’re using cloud communications, or more specifically,  cloud telephony . Other examples include joining a team meeting on Zoom or sharing a folder with your colleagues over Google Drive.



But what makes this cloud technology possible?



The main components of cloud communications



Understanding the key elements of cloud communications is like knowing what goes into a great recipe. It helps you appreciate not just the final dish but also how each ingredient contributes to its success.



Four of the key components of cloud communication include:




Voice over Internet Protocol ( VoIP ) allows phone calls over the internet instead of traditional telephone lines. VoIP can be compared with the base of your meal: it supports and complements the other communication methods — “flavors.”



Unified Communications as a Service ( UCaaS ) integrates various communication tools, such as messaging, video conferencing, email, and voice calls, into a single, unified platform. UCaaS can be compared with a chef who skillfully combines different ingredients: it brings the tools together into a cohesive “dish.” 



Cloud-based communications tools include a suite of  communication platforms , such as Slack, Zoom, Asana, and Dropbox. These tools can be compared with the individual ingredients the chef uses to make a standout dish.



Cloud-hosted private branch exchange ( Cloud PBX ) is a virtual phone system that makes it easier to manage calls, voicemails, and call routing without needing physical hardware. Cloud PBX can be compared with your kitchen’s organizational system: it’s the behind-the-scenes operation that keeps the communication kitchen running smoothly.








5 Advantages of Cloud Communications Over Traditional Systems



The table below compares cloud communications with traditional systems across five crucial aspects.



Feature Cloud Communications Traditional Systems Scalability Easily scales up or down with business needs; ideal for all company sizes Often requires physical installation; less adaptable to change Cost-effectiveness Reduces upfront hardware costs and ongoing maintenance expenses Involves large upfront investments in hardware and ongoing maintenance; tends to lack scalable pricing models Flexibility and mobility Supports remote work communication needs; accessible from anywhere with an internet connection Limited to specific physical locations Integration and automation Seamlessly integrates business applications with enterprise communication tools to streamline processes Limited integration capabilities, especially for cloud services Advanced features and functions Offers features such as video conferencing, instant messaging, and advanced VoIP Lacks modern telecommunication features: primarily voice-only



The following section expands on these comparisons.



1. Scalability



When you use cloud communications technologies, you’re choosing solutions that can grow with and adapt to your business.



For small businesses, they provide affordable access to advanced communication tools. For larger enterprises, they offer the capacity to handle a high volume of communications across multiple locations.



Whether you scale up or down, you’ll have a system with the flexibility to match your business needs without needing to worry about overhauling your entire communication infrastructure.



2. Cost-effectiveness



Investing in cloud communications saves you money on upfront hardware and ongoing maintenance costs. 



Migrating from traditional on-premise phone systems to cloud systems comes with certain costs, but they’re often offset by short- and long-term savings and efficiencies, such as: 




Lower operational and staffing costs



Reduced need for physical infrastructure 



Scalable pricing models that adjust to business needs
















Related Article
How Much Does Business VoIP Cost in 2023?

















3. Flexibility and mobility



With cloud communications, you can work, learn, and connect with people from anywhere: at home, in a cafe, or while traveling. As long as you have an internet connection, you can access your communications tools just like you would access traditional communications tools in an office space.



This flexibility ensures that people can stay connected and get things done regardless of their location. 



In fact, the majority of the American workforce has a clear preference for flexible working arrangements. According to McKinsey, when given the option for flexible work,   87% of people   would take it.



This shows a growing demand for flexibility and mobility in the workplace, which technologies like cloud communications can provide.



Finally, with cloud-based technologies, you can easily hire diverse talent from all over the world: you’re not limited to local applicants. You can find the best people for the job no matter where they are. 



4. Integration and automation



Cloud communications simplify your work by letting you easily connect different business tools, such as customer relationship management (CRM) systems and email.



For example, when a site visitor fills out a contact form on your website, their information will automatically populate in your CRM, prompting an automatic email to your sales team.



This streamlines follow-ups and keeps everyone in the loop.



The technology also helps you reduce the chances of making mistakes by automating repetitive tasks, such as data entry, so you can focus on the important parts of your job.



5. Advanced features and functionalities



Cloud communications give you more ways to connect with colleagues and share information.



Cloud communications allow you to access features such as video conferencing, instant messaging, and advanced VoIP telephony, which you can’t use with traditional phone systems.



This means you can talk, text, and see each other in real-time or  communicate asynchronously  no matter where you are, making teamwork and staying in touch much easier.



✅ Case Study:  Stanley Steemer Upgraded to Cloud Communications for Better Customer Experience



How Do Businesses Use Cloud Communications?









Some of the most common ways businesses use cloud communications include:




Remote working



Business collaboration



Customer service and contact centers



Healthcare communication 



Employee education



Retail and sales




Let’s dive into each use case in more detail.



1. Remote working



If you’ve ever worked from outside the office or sent a quick email from a coffee shop, you know how convenient it is to stay connected no matter where you are.



Cloud-based solutions are the key to making this possible. 



Some other ways this technology is used for remote working include:




Coordinating a global team: Manage a  remote workforce   and keep everyone on the same page, regardless of time zones, with shared calendars and smart scheduling tools.



Setting up virtual offices: Create interactive environments for remote interactions with video conferencing platforms and virtual meeting rooms.



Sharing files securely: Easily share and collaborate on documents with your team wherever you are. No more waiting for everyone to be in the same room or passing around paper copies of files.




2. Business collaboration



Unlike traditional business collaboration, which often relies on physical presence, cloud communications let you work together in a more versatile and accessible way by providing the following features:




Creative brainstorming and collaboration tools:  Work with your team and make progress with features such as digital whiteboards and breakout rooms.



Training platforms: Organize and join training sessions and workshops online from any location. Cloud communications make learning and team development more convenient.



Project management integration:  Manage your projects and  virtual team communications  in one place, making it easier to keep track of everything.







3. Customer service and contact centers



Cloud communications make customer service better for everyone. Customers get faster, more personalized help, and staff in  contact centers  have easier, more efficient tools to manage and respond to customer needs.



The following key features offer these benefits:




Omnichannel support:  Connect with your customers wherever they are. Whether you communicate via phone, email, chat, or social media, it’s all managed in one system.



Analytics for performance monitoring: Keep an eye on customer experience metrics and team productivity in real time, then use this information to improve your service.



Interactive voice response ( IVR ):  Use cloud-based IVR, a system that automatically handles incoming calls, for smaller call routing and quick self-service. This will improve response times and increase customer satisfaction.







4. Healthcare communication



In healthcare, quick and clear communication can mean faster, more effective diagnoses and better patient care.



It also helps build trust between healthcare providers and patients, ensuring patients are well-informed about their health and treatment options.



The following cloud communications features make these improvements possible:




Telemedicine: Being able to communicate with patients online means healthcare professionals can conduct consultations easily and offer remote care, as long as they’re HIPAA compliant.



Enhanced communication with patients: Using automated reminders and follow-ups helps keep individuals informed about their appointments and treatment plans.




5. Employee education



Cloud communications open up new possibilities for teaching and staying connected:




Virtual classrooms: Teachers can hold live lectures and create interactive discussions online, making learning more accessible to students anywhere.



Parent–teacher communication: With cloud-based messaging, educators and parents can stay in touch more easily and have more timely conversations on student progress and school events.




6. Retail and sales 



Have you ever ordered something online or rated a product on an app? Those are made possible through cloud communications.



In retail and sales, this technology is changing how businesses connect with their customers:




Virtual sales meetings: Showcase your products, sell to customers everywhere, and meet with clients on video calls to take your sales pitch anywhere in the world.



Customer feedback collection:  Gather customer opinions in real-time using cloud-based surveys so you can improve your products and services based on what your customers really want.




Are Cloud Communications Secure & Safe?






Cloud-based communications keep your data safe with top-notch security measures such as encryption and secure data centers. 



They follow strict legal standards and regularly update their systems to stay ahead of threats. 



This section examines these security measures in more detail.



1. Robust data security features



Cloud communications protects your information in the following ways:




Data encryption:  Think of this as a secret code. It protects your data, whether it’s being transmitted or stored, so only authorized people can read it.



Secure data centers: These are specialized facilities where cloud data are stored and managed. They’re equipped with multiple layers of advanced security measures, including physical barriers, surveillance, firewalls, and intrusion detection systems.



Regular updates: Cloud communications platforms are regularly updated to address security vulnerabilities. These updates include patches that fix identified security weaknesses in the software, making it less susceptible to cyber-attacks.




2. Compliance with regulations



Just like restaurants need to follow health and food safety standards, cloud communications services are required to comply with several industry and regional regulations, including: 




Industry standards: They  adhere to safety standards   such as ISO 27001 and SOC 2, which are global benchmarks for securing and managing data.



Regional compliance: They follow laws specific to the regions they serve, such as HIPAA for healthcare privacy in the US and GDPR for data protection in Europe.



Data sovereignty: They store and process your data per national and international laws, respecting the legal jurisdiction in which your data is held.




By meeting these requirements, providers ensure your data are not only protected against unauthorized access but handled in a legally compliant way.



For example, when a cloud communications service provider like  Nextiva is HIPAA compliant , it ensures that any patient data sent over the system are encrypted or that voicemails containing sensitive health information aren’t automatically transcribed to text.






✅ Case Study:  Carisk Partners Improved Patient Care With HIPAA-compliant Communications



3. Risk management features



Here are some strategies cloud communications systems employ to ensure their platforms are reliable and secure:




Security assessments: Service providers regularly check and test their systems to find and fix weak spots. For example, they might simulate cyber-attacks to identify vulnerabilities in the system.



Disaster recovery : This is about having a backup plan. If something goes wrong, such as a system failure, there’s a backup ready so your business communications can continue without a hitch.




4. User authentication and access control



Strong authentication and access control help protect your organization’s sensitive data by ensuring that only authorized individuals can access it. The following tools are used in this process:




Multi-factor authentication adds extra layers of security, such as a password plus a fingerprint or a texted code, ensuring that the person logging in is who they claim to be.



Role-based access assigns specific access levels depending on a person’s role in the organization. For example, a manager might have access to sensitive financial reports, while a customer support representative would only have access to customer interaction logs.




5. Ongoing monitoring and alerts



With cloud communications, constant vigilance is key to keeping your communications safe and secure. The following are part of this process:




Real-time monitoring: There’s always a watchful eye on your systems to catch any unusual activities early on.



Automated alerts: If anything unusual happens, the security systems quickly flag it and let the right people know so they can address it ASAP.




Top 5 Cloud Communication Providers



The following are five of the best cloud communications providers out there and the types of companies they’re best for:




Nextiva: Small businesses and enterprises seeking an easy-to-use, comprehensive cloud communications system that combines essential tools in one app.



Connecteam: Small businesses of up to 10 employees and companies with non-desk and frontline workers.



Plivo: B2C customer service and contact center teams looking for an all-in-one communication management platform.



Vonage: Advanced customer engagement businesses and commerce teams looking for an AI-powered customer communication solution.



OpenPhone: Startups and small businesses looking for a no-frills, user-friendly, collaborative customer communications platform.




Keep reading for more details on each tool’s features, pricing, and abilities.



1. Nextiva







Nextiva is an all-in-one  cloud-based communication  solution with a comprehensive suite of business management tools, including VoIP phone services for making calls over the internet, video conferencing for virtual meetings, and CRM integrations to manage customer relationships.



With plans and features for every business size, it meets the needs of small businesses, growing companies, and enterprise organizations.



Pricing:  Nextiva’s Essential  pricing plan begins at $17.39/user monthly and offers unlimited voice and video calling, voicemail, toll-free numbers, unlimited internet fax, and Outlook/Google Contacts integrations.






Key features :




Unlimited calling and text messages to the US and Canada



Video conferencing 



Call recording



Advanced call analytics



Integrations  with CRM systems such as Salesforce, Hubspot, and Zoho



Call pop-ups to show important call details on your screen



Advanced call routing and spam call blocking




Best for  small businesses seeking an easy-to-use cloud communications system that combines essential tools in one app. Nextiva’s platform is also suitable for larger enterprises needing a comprehensive, all-in-one, cloud-based solution to meet complex communication demands.



2. Connecteam







Connecteam is a robust workforce management app for connecting and engaging with non-desk and frontline employees. 



It offers three product hubs, including:




Operations: Time clocks, scheduling, and task management features.



Communications: Company updates, in-app messaging, company directories, surveys, knowledge base, and events.



HR and skills: Recognition and rewards, document management, training and onboarding, and time-off management.




Let’s say you run a small coffee shop. With Connecteam’s communications hub, you can use in-app messaging to send important updates throughout the day or ask questions.



You can also run quick surveys to gather input on new menu items or celebrate a new team member when they go above and beyond. This ensures smooth operations and a happy team, ultimately leading to better service and happier customers.



Pricing:  The communications hub is free for small businesses of up to 10 employees. For teams of up to 30 employees, the pricing plans start at $29 monthly.



Key features :




Instant messaging



Private one-to-one and segmented team chats



Company-wide broadcasts



Message read receipts 



Knowledge base to centralize company information



Surveys and polls



Event manager for company events




Best for  small businesses of up to 10 employees and companies with non-desk and frontline workers.



3. Plivo







Plivo is a cloud-based communications platform that simplifies customer communications for startups, enterprises, and nonprofits. 



Its main products include:




Application programming interfaces (APIs)  for voice calling and text messaging. This service helps you integrate voice and SMS capabilities into your existing applications.



Global messaging and voice calls , including outbound and inbound calling, SMS broadcasting, and two-way messaging.



Carrier services , including number provisioning and advanced call-handling features.




Its  Contacto  cloud contact center platform provides a comprehensive suite for customer service agents. With an omnichannel solution and features such as voice calling, live chat, and SMS messaging, it helps your agents manage multiple conversations and support queries efficiently.



Pricing:  Contacto’s omnichannel solution starts at $39/user monthly for growing teams. You can also opt for voice-only or chat-only options, which start at $29/user monthly and $19/user monthly, respectively.



Key features :




Voice calling and messaging 



Call recording



Call whispering to provide private guidance to agents



Unified agent desktop for in-context communications



Concurrent conversations for higher efficiency



Drag-and-drop workflow builder



Reporting and analytics 



Automated customer feedback requests




Best for  B2C customer service and contact center teams looking for an all-in-one communications management platform.



4. Vonage







Vonage is a comprehensive cloud communications provider. Its suite of tools helps you simplify and personalize how you connect with your customers and teams.



The platform offers four main products:




Communication APIs  help you customize and embed real-time communication features, such as voice and video, into your apps.



Unified communication integrates different communication tools into a single platform to help you collaborate and stay in touch with teammates and customers.



Contact centers are tailored for customer support and engagement and improve operations through call routing, CRM integrations, and comprehensive analytics.



Conversational commerce merges messaging, AI, and automation to help you connect with your customers through their preferred channels in a more natural and conversational way.




Pricing:  For teams of up to 100 people, Vonage’s unified communications service starts at $14.99/line monthly. To receive a quote for larger teams, you’ll need to contact the sales team.



Features:




Call routing 



Toll-free and local telephone numbers 



Unlimited domestic calling 



SMS and MMS



Virtual receptionist and AI virtual assistant 



Business call recording available as an add-on




Best for  businesses focused on advanced customer engagement and commerce teams looking for an AI-powered customer communication solution. 















Related Article
Nextiva vs. Vonage: Which VoIP Provider Is Best?

















5. OpenPhone







OpenPhone is a collaborative business phone system built for teams, with a focus on simplicity and ease of use. 



The platform offers six main products:




Phone numbers: Port your existing work number for free or receive a toll-free North American number.



Teams: Help your agents communicate as a team with customers, meaning your customers won’t see individual team members, only a cohesive company presence.



Calling: Make customer calls more seamless through configurations such as call routing rules and phone menus.



Messaging: Set auto-replies, schedule messages, and message anyone in the world with no roaming fees.



Contacts: Import your contacts and connect any CRM to manage relationships better as a team.



Integrations: Access more than 5000 integrations through Zapier. Improve your workflows and save your agents time by connecting all the tools you know and love.




Pricing:  OpenPhone offers a seven-day free trial. Pricing plans start at $19/per user monthly.



Features:




Automatic call recording 



Voicemail transcription



Group calling



AI call summaries and transcripts



Call logs



Unified communications view



Shared address book for teams



Team analytics




Best for  startups and small businesses looking for a no-frills, user-friendly, collaborative customer communication platform.



The Cloud Is Waiting for You



Switching from legacy communications systems to the cloud gives you the tools you need to simplify your daily tasks and collaborate virtually in more creative and efficient ways. 



Cloud communication is a feature-rich, secure, and cost-effective solution for businesses looking to stay connected and get things done whenever and however they work best.



There are many cloud communications platforms that can increase productivity. But for companies seeking a comprehensive and unified communications solution, Nextiva stands out with its blend of reliable customer-centric features, scalable and affordable pricing, and dedicated, amazing service team. 









Make the  switch to Nextiva  today!
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