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How Three Remote Workers Use Cloud Technology to Improve Everyday Interactions

Monday, March 5, 2018 - 10:00
Cloud Technology to Improve Remote Work

The Cloud has brought a wealth of benefits to organizations of all types and sizes; benefits like enhanced business continuity/disaster recovery, budget-friendly opex pricing models, and evergreen software that’s always current and easy to manage.

Another way it’s helping companies is with rapid scalability, which is great for companies adding new employees and locations at a fast pace, whether through organic growth, heavy M&A activity, or seasonal workforce increases. Adding new workers and getting them connected almost instantly has never been easier, thanks to cloud technology.

The Cloud’s ability to accommodate remote and mobile workers is a great benefit in and of itself, but it also has a side benefit that’s not quite as obvious. Offering remote and mobile work options helps organizations to attract and retain top talent. Aside from being viewed as a benefit to workers, it actually opens the talent pool much wider than just searching in a local area. Furthermore, various telecommuting studies have shown that remote work can increase productivity, lower stress and reduce turnover.

Understanding how Cloud Technology Can Impact the Everyday Lives of Today’s Workers

To better understand the implications of cloud technology, let’s examine three different workplace scenarios:

Sara works in the customer service department of a large healthcare facility

This large healthcare conglomerate operates several locations throughout a tri-state region. All patients call a single number that serves every office. Having a capable cloud contact center solution that includes intelligent routing, IVR and call recording is essential, as callers could be inquiring about any number of services, from appointment scheduling or billing inquiries, to prescription refills or test results.

With cloud contact center technology, Sara is able to work from home a couple days a week, which has given her respite from her hour and half daily roundtrip commute. When she works from home, calls are routed just the same as when she is in the office. She has access to all the tools she needs via an online agent dashboard, and Sara’s manager has access to all contact activity just the same as if she were in the office. Happier agents = better customer interactions!

Maria works in the IT department of a major manufacturer

The company has office locations and manufacturing facilities in various parts of the US. Before moving to a managed MPLS solution, the small IT team would send Maria from headquarters to a satellite location when network issues arose.  

Now, with a managed MPLS network, Maria can manage their entire corporate network, including all the branch office and manufacturing locations, from her office at headquarters or even from her home office. The solution offers deep insight into network activity at each location, in real-time and at a moment’s notice, from her desktop computer or mobile device, and includes notifications so she can be alerted to potential issues before they become a problem. A managed service approach means there are certified network professionals monitoring the network activity 24/7, acting as an extension of her own team, providing support when needed, and providing peace of mind.

Now that her travel time and associated costs have been cut significantly, Maria’s free to focus on more strategic IT initiatives within the organization, rather than daily maintenance of the network.

Chris works as a consultant for a global environmental firm

This professional services firm, with locations and workers around the world, delivers in-depth customer consultations, part of which require onsite evaluations and interviews. That means its consulting team members spend a good deal of time on the road visiting clients. With unified communications as a service (UCaaS), Chris is able to move swiftly from his work or home office, to the airport and hotel, and on to a client location, with access to the people, applications and files he needs at any given time, from wherever he happens to be that day.

If Chris needs to reach out to colleague for some updated materials, he can easily use his phone, tablet or laptop to video chat or IM with someone who's actually available at that moment, and then have the file sent immediately from within the messaging application. No matter where Chris is, he always has access to same collaborative experience and his colleagues and clients can reach him using a single number which rings to all his devices, with voicemails accessible via his desk phone, mobile phone or email.


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