Benefits of Customizable Cloud Voice Services

Author: Diane Myers, Senior Research Director

Not available for licensing.

It might be easy to believe that most business communications has moved to video meetings and chat and, yes, businesses do increasingly rely on these tools. Since 2020 when the pandemic hit, meetings and chat have become important tools for connecting with employees, partners, and customers, regardless of locations. However, the importance of the traditional phone call has not gone away. Metrigy’s Employee Engagement Optimization: 2025 global study of 400 businesses found that for 68% of participants, the phone system remains critical for communications.

From the retailer to the doctor’s office, to a high school office, to the municipal water department, the phone system remains critical for interfacing with customers, partners, and internally with other employees. The ability to receive and send calls will remain critical for the foreseeable future, but where the calling system resides and how it is managed continues to undergo a transformation as businesses continue to migrate their phone systems to the cloud and managed service providers.

Table of Contents

• Executive Summary
• One Size Does Not Fit All
• Benefits of Private Cloud Voice Services
  • Unique Requirements for larger enterprises – government and universities
  • Case Studies
• Conclusions/Recommendations