The UC Forecast Calls For More And More Clouds Part IV: Common Myths, Mistakes And Challenges of Cloud UC

In my first three posts on Cloud UC I covered the deployment models, the economics and the extended capabilities of this rapidly emerging alternative to premise-based PBX systems. As my final post on this topic I will cover some of the common myths, mistakes and challenges companies face when deploying Cloud UC solutions.
 

• ‘IT’S NOT SECURE’ – If you can’t reach out and touch your PBX then it can’t be secure, right?  What most early adopters of cloud-based solutions have come to realize is that the security environment of most service providers far surpasses any capabilities they could provide for themselves. Put simply, any service provider of a reasonable size will have a larger team with greater expertise focused on the challenge of security.  Probing this topic as you examine Cloud UC alternatives should make you much more comfortable.
• ‘IT’S NOT RELIABLE’ - The reality is Cloud UC is as reliable as your Internet connection. If you have high-quality, stable Internet access your solution can be very reliable and even deliver HD quality voice.   There are a myriad of free or low-cost tools to test the effective throughput and quality of your Internet access, and further, there exists a wide foundation of resources to ensure you have the quality-of-service (QoS) needed from a connectivity standpoint. (NOTE:  This is where I insert a shameless plug for Sonus and the critical role an SBC can play at the edge or core of communications networks to ensure QoS, prioritization of media and enhanced security).  In my experience, I've been surprised to see businesses try and add VoIP to their data network when they don't have enough bandwidth for their traditional networking needs. And a good Cloud UC provider can help troubleshoot and identify such potential road bumps to deployment. My advice here is not to be cheap, get the required bandwidth you need as you will still be saving money in the long run as you're adding new feature capabilities.
• ‘I'M NOT GOING GET THE SAME SUPPORT’ – Beyond the economics, many early adopters often switch to Cloud UC because they are frustrated and feel like they are simply a number with their current service provider. The key is to put in the due diligence upfront.  Before signing any contract it is important to understand the service level you will receive. My advice is not to be cheap. If you require around-the-clock, 24/7/365 service be clear on that need as you negotiate your support plan.
• ‘THERE ARE LOTS OF HIDDEN FEES’ - I've also heard myths about hidden fees and costs associated with the move to Cloud UC. Much like your mobile phone contract, it is always important to examine the T’s & C’s of any such agreement. With Cloud UC businesses typically have much more flexibility to control what they want to pay for and what they don't. For example, if a business does not want to pay a monthly fee to rent a desk phone when all they need is a mobile client for their smartphone they have the ability to make that choice.  Further, if they need IVR capabilities in some locations and not in others, they have the flexibility do so. The key is to carefully examine your requirements and make sure they line up against your contract terms. Again, much like a mobile phone contract, the biggest ‘gotcha’ is typically early exit fees.
• ‘TRANSITIONING CAN BE A HASSLE’ - Several of the Cloud UC providers have YouTube videos outlining just how simple the transition can be. In many instances, the transition is practically ‘plug and play.’ The biggest challenge is typically line number porting (LNP).  LNP is the step you take to make sure your existing phone number will still work as you move to a Cloud UC environment.  The LNP process can be slowed or stalled in certain instances – especially when if the availability of Direct inward dialing lines (DIDs) is limited, and also, the incumbent service provider in many instances is slow in following through on the LNP process. That said, most good Cloud UC providers work through this process in a manner that is seamless for their customers.
• ‘WHAT HAPPENS IF THERE IS A NATURAL DISASTER?’ – When shopping for Cloud UC providers it's important to ask what happens in instances such as natural disasters., In many instances, Cloud UC users actually had the ability to continue working and conducting commerce while chaos reigned around them simply because they could move anywhere that had Internet access and be productive.  During the evaluation process of Cloud UC alternatives, every company should ask simple questions specific to redundancy, data center location and the steps they will go through to make sure your service is as high-quality as possible in all scenarios.

 
These insights and steps can help your business get up and running quickly with a Cloud UC solution. It is exciting to finally see these UC tools extended seamlessly to companies of all sizes and every corner of our planet. It is even more fun to engage in the process as Sonus plays a part in helping the world communicate faster, smarter and more collaboratively.  Thanks for reading.