The goal of any business—whether small, medium, or large enterprise—is to grow and acquire a large number of customers. To achieve this, they often need help from advanced technologies and features that streamline their business processes.
A few years back, the legacy on-premise systems were the medium of communication for businesses. They came with heavy infrastructure and needed a dedicated IT team to run and maintain it efficiently.
However, such phone systems have soon become a thing of the past. As technology advanced, VoIP communication gave businesses a new and improved way for telecommunication.
Let’s take a deeper look at the data barriers that legacy communication cause to organisations and how VoIP fixes them.
Data Recovery as a Service
The on-premise phone system was limited to its data recovery capabilities. Being glued to one specific place, if a natural calamity were to occur and damage the system, the data was at risk of getting lost. To backup data in legacy communication systems, the IT team had to manually store data at a separate place, while putting a halt at operations. Not only was this a tedious task, but it still did not guarantee the complete safety of data.
Disaster Recovery as a Service, or DRaaS in short, was introduced along with VoIP technology. This cloud communication service protects all the data from human as well as natural disasters and even service disruptions. It backs up data on the cloud and stores them on multiple servers so that even if more than one location is struck with a disaster, the data is still safe and secure on the cloud.
Safe, sound, and secure
The fear of important data being stolen has always been a matter of concern for organisations. For some, this data is needed to even exist as a business. Obviously, companies go to all extents to protect this confidential information. But legacy systems, though located inside the organisation, were always prone to thefts and virus attacks.
What if someone breaks into your office with an aim is to destroy all the data you have? With a computer virus, they can corrupt the data in the legacy system. Moreover, people have also found ways to interrupt such systems; any information or conversation with customers can always be recorded by these cybercriminals.
As communication shifted to the cloud, these threats have also evolved. Now breaking into your office is not the only way to steal data—it can be also done via the Internet.
However, VoIP solutions do not allow such attacks to happen. It provides multiple ways to secure your data, be it with end-to-end encryption or multi-level authentication. Corrupting your data wouldn’t be enough either. As mentioned in the previous section, multiple backups also keep the data secure at all times.
Easy access to data
With legacy communication systems, the access to data was not very simple. The amount of data one could store on such a system relied directly on the number of servers they had set up. And to expand the storage capabilities, a new server needed to be set up every time. Additionally, traditional phone systems would only store call data and any other interaction would be stored by a different software at a different location.
It allows you to integrate all your channels in one portal so you can have an omnichannel experience. Now, you don’t need to gather the data from different locations, they will all be readily available at a single place for all employees.
Whether the conversation happened through a phone call, on an email, or through chat…no matter how the customer chose to contact your business, the data will be available in the portal.
This makes it very convenient for agents to tend to the customers’ issues and follow up with them. To add to this, one of the many features that VoIP offers is a customisable dashboard. With such a feature, you can prioritise the data vital to your business and see it as the first thing on your dashboard.
Legacy on-premise systems were great—a decade ago. While some organisations still depend on such systems, they will soon have to upgrade to VoIP to stay relevant.
This is not because legacy systems are nonfunctional now. But with so many features and integrations that VoIP offers, they make the business process streamlined and helps the business perform better. With features like voice broadcast, IVR, and call notes, businesses can ensure that the customer has a great experience. And the final verdict for any organisation will come from its customers only.
So the choice is up to you. Do you still prefer to work with the legacy system the same way organisations worked 20 years ago, or would you like to shift to the new VoIP communication system and redefine your business process? Choose wisely!
Guest article written by: Olivia Trott is a technical writer at Acefone, prominent hosted phone system provider. Olivia is an outgoing person who enjoys writing, is an SEO enthusiast, and often interacts with others in intellectual conversations. She enjoys listening to music in her free time.