Guest Column | May 14, 2020

How Cloud-Based Communication Tools Support The Next Generation Of Remote Workers

By Al Castle, Flowroute, now part of Intrado

Remote Workforce

Businesses and schools across the country have ceased normal processes and are instead operating from a distance. As countries around the world adapt to these requirements, a new generation of remote workers has emerged, building on the already growing trend of workers leveraging cloud-based collaboration tools to support remote work.

The shift to remote work feeds into an existing trend and growing preference of employees wanting more flexibility and autonomy over their schedules, which remote work can offer. This practice will likely continue to expand in the coming years, and IT providers including carriers and communication service providers (CSPs) should be ready to help enterprises select and integrate cloud-based communication services that will help their teams and customers collaborate while maintaining standard business operations.

What Is Remote Collaboration?

Remote collaboration refers to the ability to engage as a team from anywhere in the world. IT providers should be looking at cloud-based tools that can connect all employees and lines of business. Remote collaboration tools enhance the processes companies are already performing by enabling real-time updates and interactions. Before selecting which tools to implement, IT decision-makers should have a strong understanding of what solutions will best meet team members’ needs.

Global collaboration apps including digital tools are increasingly becoming popular as more organizations want solutions that can help their teams engage virtually and work together in real-time from different parts of the world. Recently, we have seen more organizations and businesses adopt solutions such as Intrado Cloud Contact Pro, Unified Meeting 5, and Cisco WebEx to strengthen their remote strategies and power their newly remote or global workers.

How Does Cloud Communication Power Collaboration?

Cloud-based collaboration tools that integrate cloud-based communication capabilities allow employees to work on documents or other data types simultaneously, while also having the ability to call, message, or video chat throughout the project. Teams can continue to work as if they are together in one location because, virtually at least, they are. As some businesses are getting a crash course in remote work, they are realizing the benefits these modern communication offerings have over traditional legacy telecom services.

One way IT providers can strengthen service is by ensuring their communications providers can enable international, national, local, and toll-free cloud numbers (internet-based direct inward dialing). Contact centers across the country are inundated with customer calls and are likely finding that cloud communications tools like cloud numbers are helping them handle the calls and deliver quality care to local and international customers. Cloud-based communications tools help contact centers access subject matter experts in real-time, providing high-quality customer service, while at the same time keeping both employees safe and healthy and customers well served.

What The Future Holds

As many industries experience the benefits of remote work, organizations will have a better understanding of how existing jobs can embrace remote technologies to collaborate more effectively. Cloud collaboration tools offer a means of unifying team members and helping them deliver concise messaging to customers. In the future, there is an opportunity for more customer-oriented positions (such as sales representatives or receptionists) to pivot toward remote working.

IT and business decision-makers will find that investing in cloud-based communication technology pays off. Businesses that adopt expansive and adaptable collaboration tools will remain on the competitive edge of an always-evolving landscape and claim their stake in the global economy.

Lastly, by leveraging cloud-based communication capabilities, enterprises can foster a more unified, collaborative, and productive culture, and empower employees to meet their deadlines and add value to the company’s bottom line, all while keeping safety and health top priorities. Ultimately, those that embrace cloud tools will position the next generation of remote workers for success.

About the Author

Al Castle is the vice president of product and engineering at Flowroute, now part of Intrado. He brings more than 15 years of operational experience in software engineering and B2B SaaS platform management.