Understanding Cloud Telephony

Cloud telephony, also known as hosted telephony or VoIP (Voice over Internet Protocol), is a phone system that operates over the internet rather than traditional telephone lines. This technology converts voice into data packets and transmits them over the internet, allowing for seamless and flexible communication.

The benefits of cloud telephony are numerous. Firstly, it offers significant cost savings, as there is no need for expensive on-site hardware or maintenance. Secondly, cloud telephony systems are highly scalable, allowing businesses to easily add or remove users as needed. Additionally, these systems come with a host of advanced features such as call routing, voicemail-to-email, and integration with other business tools like CRM systems. As reported by TechReport, the global VoIP market is projected to reach $194.5 billion by 2024, driven by the increasing adoption of cloud-based services.

 

Key Criteria for Selecting the Best Cloud Telephony Service

Selecting the best cloud telephony service for your business requires careful consideration of several key factors. Here are the most important criteria to evaluate:

Reliability and Uptime

Reliability is paramount for any business communication system. Look for a cloud telephony service that guarantees high uptime, ideally 99.99% or above. Check for reviews and testimonials from other users to assess real-world reliability. A reliable service ensures that your business operations run smoothly without interruption.

Scalability

Your chosen cloud telephony service should be able to grow with your business. Whether you’re a small startup or a large enterprise, the system should allow you to easily scale up or down based on your needs. Ensure that adding new users, extensions, or features can be done effortlessly and without significant additional costs.

Features and Integrations

Evaluate the features offered by each cloud telephony service. Essential features to look for include call routing, auto-attendant, voicemail, call recording, and analytics. Additionally, consider the integrations available with other business tools such as CRM systems, email platforms, and collaboration tools. The more seamlessly your telephony system integrates with your existing workflows, the more efficient your operations will be.

Cost Efficiency

While cost shouldn’t be the only factor, it’s crucial to find a service that offers good value for money. Compare the pricing plans of different providers and see what features are included at each price point. Be wary of hidden fees and ensure that the service aligns with your budget without compromising on essential features.

Customer Support

Responsive and knowledgeable customer support can make a significant difference, especially during setup or if issues arise. Look for providers that offer 24/7 support and have a good reputation for resolving problems quickly. The availability of comprehensive online resources such as tutorials, FAQs, and user guides is also a plus.

Security and Compliance

Security is a critical consideration for any business communication system. Ensure that the cloud telephony service has robust security measures in place, such as encryption and secure data centers. Additionally, check if the provider complies with relevant regulations and standards, such as GDPR for businesses operating in Europe. Compliance ensures that your business data is handled appropriately and legally.

 

The Importance of Consulting with Technology Specialists

When it comes to selecting the best cloud telephony service for your business, the expertise and experience of technology specialists are invaluable. These professionals can help you navigate the complexities of different telephony systems, ensuring that you choose a solution that aligns with your unique business needs.

Understanding Your Business Needs

Technology specialists start by understanding your specific requirements. They assess your current communication infrastructure, identify pain points, and determine the features that will benefit your operations the most. This tailored approach ensures that you don’t overspend on unnecessary features while missing out on essential ones.

Expertise in System Integration

Integrating a new cloud telephony system with your existing tools and processes can be challenging. Specialists have the technical know-how to ensure seamless integration, allowing your business to continue operating smoothly during the transition. They can also provide training to your staff, ensuring they can make full use of the new system’s capabilities.

Ongoing Support and Optimisation

After the initial setup, technology specialists continue to provide support and optimise the system. They monitor performance, address any issues that arise, and suggest improvements to enhance efficiency and user experience. This ongoing relationship helps your business adapt to changes and stay ahead of technological advancements.

Client Success Story: Tayntons Solicitors

A prime example of how consulting with technology specialists can benefit a business is the experience of Tayntons Solicitors. Dating back to 1857, Tayntons is one of the oldest law firms in Gloucester. Facing challenges with their outdated on-premise phone system, Tayntons needed a solution that could support remote working and integrate with their existing software.

The Challenge

Before the pandemic, Tayntons relied on a phone system with limited unified communications capabilities. The onset of the pandemic highlighted the system’s shortcomings, as employees struggled to communicate effectively while working remotely. Additionally, the old system’s poor integration features and complex billing model further complicated their operations.

The Solution

Emerge Digital stepped in to design a new, fully cloud-hosted phone system for Tayntons. By using Cisco Webex, Emerge Digital provided a solution that was universally accessible and integrated seamlessly with Tayntons’ existing infrastructure. This new system included features such as call routing, voicemail-to-email, and robust reporting capabilities.

The Outcome

The implementation of the new cloud telephony system transformed Tayntons’ communication capabilities. Employees could now work flexibly from any location, maintaining high levels of service for their clients. The new system also simplified billing and enhanced reporting, providing valuable insights into call volume, wait times, and call durations. Overall, this migration proved to be cost-neutral but delivered significant value in terms of flexibility, efficiency, and user satisfaction.

 

Conclusion

Choosing the best cloud telephony service for your business involves careful consideration of various factors, from reliability and scalability to features and cost efficiency. While it’s possible to conduct this research independently, consulting with technology specialists can provide significant benefits. These experts offer tailored advice, ensure seamless integration, and provide ongoing support to optimise your telephony system. As demonstrated by Tayntons Solicitors, partnering with the right technology specialist can lead to a successful transformation, enhancing your business’s communication capabilities and overall efficiency.

 

 

About Emerge Digital

Emerge Digital is a technology and digital innovation business and Managed Services Provider (MSP) which provides solutions to SMEs that drive efficiency, competitiveness, and profit. Using comprehensive solutions, including outsourced IT support, cyber security, cloud infrastructure, and innovative technologies like process automation, data visualisation and AI – Emerge Digital enables businesses to invest in technology that supports them in achieving their goals.

Digital transformation is moving up the agenda for most businesses in 2024. According to a recent study from Statista, total global spending on digital transformation technology and services is set to reach nearly £2tn in the next 12 months. In the UK, the digital transformation market was worth over £27bn in 2022 and is expected to rise by 27.7% a year until 2030. 

Emerge Digital’s new IT transformation partnerships include OPS-BOX in Gloucester, Weston Aviation, Ritual Coffee Roasters and Circle2Success (C2S) in Cheltenham, and The HR Dept marking a period of sustained growth for Emerge Digital. These partnerships help make up £200k worth of contracts won by Emerge Digital in recent months, and have been instrumental in a 22.5% growth in Emerge Digital’s client base in the last 12 months. 

Working with The HR Dept, a national franchise network providing outsourced HR support to SMEs, Emerge Digital will modernise the company’s CRM system by creating and installing a new system that will be ready for the introduction of AI.  

Felicity Kenny, Managing Director of The HR Dept, said: “With 60+ franchisees across the UK and Republic of Ireland, creating a tailored and effective CRM system which works for each of our franchise businesses is crucial. Emerge Digital is developing a customised and user-friendly CRM system that will help the franchisees manage their client relationships, sales, and marketing activities as well as give us the capabilities to harness AI that will support our internal operations.” 

The technology provider is also providing IT support and cloud services to OPS-BOX, a leading business consultancy specialist in the South West. For Weston Aviation, a company that operates business aviation facilities in airports across the UK and Ireland along with private jet charters worldwide, Emerge Digital has implemented a modern and scalable customer telephony system and is managing a migration to Microsoft 365. 

Finally, Emerge Digital is providing the leading regional leadership network, C2S, with a modern CRM, which can be developed to fit its needs over time amid the organisation’s continued growth. 

Nigel Church, CEO of Emerge Digital, said: “It’s a privilege to be working alongside industry leaders across a wide array of sectors. All our new partnerships are embracing new technologies to streamline and enhance their service and product delivery for their customers and partners. These innovation and IT projects encapsulate the range of services and skills Emerge Digital offers.  

“Providing industry-leading IT and technology solutions from national franchisees to independent SMEs is at the core of what we do, and these recent additions to our client roster are testament to the great work we have been doing in recent months.” 

Pictured: Nigel Church, CEO of Emerge Digital (left), and Nick Weston, CEO of Weston Aviation (right).

The Essence of a Modern Workplace

The modern workplace is defined by its adaptability, collaboration, and innovative use of technology. It supports a work culture that’s flexible, efficient, and secure, offering an environment where employees are empowered to work in ways that best suit their needs and the goals of their organisations.

 

The Pillars of a Modern Workplace and Microsoft 365 in Action

In answering “what is modern workplace”, four pillars stand out: flexibility and mobility, collaboration and communication, security and compliance, and continuous learning and improvement. Enabled by Microsoft 365, these pillars are the foundation of a dynamic work environment:

1. Flexibility and Mobility

• Definition: The freedom to work anytime, anywhere, harnessing the power of cloud computing.

• Example: Consider a sales team spread across different regions. With Microsoft 365, they can access customer data, presentations, and reports on OneDrive or SharePoint from any device, enabling them to update and share information in real-time, whether they’re at the office, home, or on the road.

2. Collaboration and Communication

• Definition: Enhanced by tools that break down silos and encourage seamless interaction across geographies.

• Example: A project team working on a new product launch uses Microsoft Teams as their central hub. They conduct virtual meetings, co-author documents, share updates, and even integrate external apps for project management, all within Teams. They can even get AI-powered meeting summary notes courtesy of Microsoft Copilot. This setup not only streamlines their workflow but also keeps everyone aligned and informed, fostering a strong team dynamic despite geographical distances.

3. Security and Compliance

• Definition: A non-negotiable foundation that protects data, respects privacy, and complies with global standards.

• Example: An IT department ensures that company data is protected by leveraging Microsoft 365’s advanced security features. They use multi-factor authentication for access control, data loss prevention policies to safeguard sensitive information, and Microsoft Defender to defend against cyber threats, all managed through a centralised admin console. This comprehensive security framework enables the company to maintain high standards of data protection and compliance.

4. Continuous Learning and Improvement

• Definition: The commitment to evolving with technological advancements and industry trends.

• Example: An organisation utilises Viva Insights to offer employees insights into their work patterns, suggesting adjustments to improve productivity and well-being. Meanwhile, Power BI is used to analyse business data, identifying trends and insights that drive strategic decisions. This culture of data-driven improvement and personal well-being is pivotal in the modern workplace.

 

Realising the Vision of a Modern Workplace

Embracing AI and Microsoft Copilot is crucial in realising the vision of a modern workplace. These technologies play a pivotal role in transforming traditional workspaces into hubs of productivity and innovation. By strategically integrating Microsoft 365’s AI capabilities, businesses can navigate this transformation effectively, ensuring that what modern workplace means to them is both innovative and forward-thinking.

Strategic Planning and Leadership

The journey towards a modern workplace begins with visionary leadership and a clear strategic plan. Leaders must articulate a compelling vision that encompasses not only the adoption of new technologies but also the embrace of a culture that supports flexible work practices, collaboration, and continuous learning. This vision should be underpinned by a detailed plan that outlines the steps required to achieve this transformation, including technology deployment, staff training, and change management.

Cultivating a Flexible and Inclusive Culture

A modern workplace thrives on flexibility and inclusivity. It’s essential to foster a culture where employees feel valued and empowered to work in ways that best suit their productivity and life balance. This means rethinking traditional work patterns and office layouts, encouraging remote work, and adopting flexible hours. Microsoft 365 facilitates this cultural shift by enabling teams to stay connected and productive, regardless of their physical location.

Leveraging Microsoft 365 for Seamless Collaboration

Microsoft 365 provides a comprehensive toolkit for seamless collaboration and communication. Tools like Teams, SharePoint, and OneDrive enable real-time collaboration on documents, virtual meetings, and efficient project management, breaking down silos and fostering a sense of unity and purpose across the organisation. Encouraging the use of these tools through training and support ensures that all employees can collaborate effectively, regardless of where they are working from.

Ensuring Robust Security and Compliance

As businesses transform into modern workplaces, they must not lose sight of the paramount importance of security and compliance. Microsoft 365’s built-in security features, including advanced threat protection, data loss prevention, and compliance solutions, offer robust defenses against cyber threats while ensuring data privacy and regulatory compliance. It is crucial for businesses to implement these features comprehensively and educate their workforce on the importance of security best practices.

Embracing Continuous Learning and Improvement

The final piece of the puzzle in realising a modern workplace is fostering an environment of continuous learning and improvement. Microsoft 365’s analytics tools, such as Viva Insights, provide valuable insights into work patterns, enabling both individuals and teams to optimise their productivity and well-being. Organisations should promote a culture of feedback and learning, where these insights are used to drive personal development and operational efficiency.

 

Conclusion

The path to understanding what a modern workplace is, isa journey of transformation that requires more than just technological adoption; it demands a holistic approach that integrates strategic planning, cultural change, and the leveraging of cutting-edge tools like Microsoft 365. By addressing these elements, businesses can unlock the full potential of their workforce, foster innovation, and secure their place in the future of work. The modern workplace is not just about where we work, but how we work together to achieve remarkable things. With Microsoft 365, the vision of a modern workplace becomes an attainable reality, offering a blueprint for success in today’s digital landscape.

 

If you’d like to speak to a member of our team to discuss your IT requirements and to obtain a proposal, get in touch here or email hello@emerge.digital.

 

About Emerge Digital

Emerge Digital is a technology and digital innovation business and Managed Services Provider (MSP) which provides solutions to SMEs that drive efficiency, competitiveness, and profit. Using comprehensive solutions, including outsourced IT support, cyber security, cloud infrastructure, and innovative technologies like process automation, data visualisation and AI – Emerge Digital enables businesses to invest in technology that supports them in achieving their goals.

Understanding the Cost of Managed IT Services

The question of “how much do managed IT services cost” cannot be answered with a one-size-fits-all figure. Instead, it’s akin to asking the price of a car without specifying the make, model, or features. The cost is influenced by various factors, including the size of your business, the scope of services required, the level of expertise of the provider, and the complexity of your IT infrastructure.

On average, businesses can expect to pay anywhere from £30 to £45 per user, per month, for comprehensive managed IT services. This range is broad because it encapsulates different service tiers, from basic monitoring and maintenance to full-scale IT department outsourcing, and sometimes includes technology consultancy too.

Factors Influencing Managed IT Services Costs

1. Service Scope: The broader the scope of services (e.g., 24/7 monitoring, helpdesk support, cyber security protection, cloud services), the higher the cost. Tailoring the service package to your specific needs can ensure you’re not paying for unnecessary services.

2. Business Size and Complexity: Larger businesses with complex networks and numerous endpoints will naturally incur higher costs due to the increased workload and specialised expertise required.

3. Level of Support: The choice between proactive, all-encompassing support versus on-demand, reactive services will affect your costs. Comprehensive, proactive support typically represents a higher initial investment but can save money in the long term by preventing costly downtime and breaches.

4. Vendor Expertise and Reputation: Providers with a proven track record and specialised expertise may command higher fees. However, their experience can lead to more efficient problem resolution and strategic planning that aligns with your business goals.

Choosing the Best Provider: Beyond the Cost

While the question, “how much do managed IT services cost,” is crucial, choosing the right provider extends beyond price comparison. Consider the following criteria to ensure a fruitful partnership:

1. Alignment with Business Needs: The best provider understands your industry, business model, and specific IT requirements. They should offer customisable solutions that scale with your growth. Emerge Digital creates a Digital Business Strategy in collaboration with each of its clients, understanding business challenges and goals, and drafting a roadmap for technology investment that aligns with those goals.

2. Expertise and Certifications: Look for providers with relevant certifications and a strong portfolio of clients in your sector. Their expertise should span the latest technologies and cyber security practices. Emerge has won a range of awards and holds many industry certifications.

3. Service Level Agreements (SLAs): A clear, comprehensive SLA guarantees the provider’s commitment to performance standards, response times, and resolution deadlines. It’s the backbone of accountability in your partnership. We use SLAs in all of our IT Support contracts, but we understand that sometimes, business-critical issues arise which may not present as a high-priority issue (based on definitions). Read more about our approach to handling such issues here.

4. Security and Compliance: Ensure the provider has robust security measures and compliance protocols in place, especially if you operate in a highly regulated industry. Their ability to safeguard your data is paramount. We offer a cyber security service called OnyxSecure, giving your business multiple layers of enterprise-grade protection at an affordable price.

5. References and Reviews: Testimonials from current and past clients can provide insights into the provider’s reliability, customer service quality, and the real-world impact of their services on business operations. We have many client success stories for a number of clients, covering IT support, modern workplace, and innovation.

Embarking on Your Managed IT Services Journey

As we peel back the layers of the question, “how much do managed IT services cost,” it becomes evident that the answer lies in a delicate balance between financial investment and strategic value. The right provider does not merely offer services at a competitive price but becomes a strategic ally, propelling your business towards its objectives with agility and precision.

In this digital age, where technology evolves at an unprecedented pace, partnering with a managed IT services provider is not just a cost consideration—it’s a strategic business decision. By carefully evaluating potential providers against your business needs, priorities, and budget, you can embark on a partnership that not only optimises your IT operations but also enhances your competitive edge in the market.

As you navigate these waters, remember that the goal is not to find the cheapest provider but the one that offers the best value for your investment. With the right partner, the question of “how much do managed IT services cost” transforms from a query about expenses into a conversation about value, innovation, and strategic growth.

In conclusion, understanding the cost of managed IT services and selecting the best provider requires a nuanced approach that considers price, service quality, alignment with business needs, and the potential for a long-term partnership. By addressing these factors with care and diligence, businesses can make informed decisions that support their technological and operational goals, ensuring a future where technology serves as a catalyst for success rather than a source of constant challenge.

 

If you’d like to speak to a member of our team to discuss your IT requirements and to obtain a proposal, get in touch here or email hello@emerge.digital.

 

About Emerge Digital

Emerge Digital is a technology and digital innovation business and Managed Services Provider (MSP) which provides solutions to SMEs that drive efficiency, competitiveness, and profit. Using comprehensive solutions, including outsourced IT support, cyber security, cloud infrastructure, and innovative technologies like process automation, data visualisation and AI – Emerge Digital enables businesses to invest in technology that supports them in achieving their goals.

DEYA, an independent brewery, situated in Cheltenham, has carved a niche for itself in the South West region and beyond brewing hoppy beers, lagers, traditional UK styles and mixed fermentation ales. Since 2019 the brewery’s team and production volumes have both grown threefold and DEYA plans to continue to grow organically over the coming years towards its capacity on the Lansdown Industrial Estate site. 

As the brand’s presence increases across the UK, so does the complexity of managing its digital landscape, which DEYA hopes to work closely on with Emerge Digital through their partnership. Also based in Cheltenham, Emerge Digital will work with DEYA to build on its existing IT support, reviewing the current suitability of its modern workplace cloud platforms and driving the enablement of its technology stack and cyber security posture.  

The team at Emerge will implement cloud solutions that improve the brewery’s employee satisfaction in terms of productivity and efficiency, which in turn will enhance the customer experience. In addition, its security solutions will reinforce the brewery’s cyber security stature, ensuring its data and assets are protected across its digital infrastructure.  

Commenting on the partnership, John Lord, Chief Operating Officer of DEYA Brewing Company said: “At DEYA, we’ve always been driven by a commitment to excellence, both in the beers we craft and the way we operate our business. Our partnership with Emerge Digital is a natural extension of that commitment.” 

He continued: “Their pragmatic and innovative approach promises not only to provide us with the technological tools we need but also to guide us in using them effectively. It’s not just about adapting to the digital age; it’s about striving to be best in class in all that we do.” 

CEO of Emerge Digital, Nigel Church, said: “At Emerge Digital, we see immense potential in DEYA’s vision, and we are thrilled to be part of its growth journey. Our tailored solutions are designed to empower DEYA, not just in overcoming present challenges but also in setting a path for a future where technology is harnessed to its fullest. Together, we aim to brew success, one innovative solution at a time.” 

 

Nigel Church, CEO of Emerge Digital (L) and John Lord, COO of DEYA Brewing Company (R)

 

Press contact: Callum Gable or Verity Blake at HeadOn PR 

emergedigital@headonpr.co.uk | 01242 335 246/07920 792183    

 

About Emerge Digital 

Emerge Digital is a technology and digital innovation business and Managed Services Provider (MSP) which provides solutions to SMEs that drive efficiency, competitiveness, and profit. Using comprehensive solutions, including outsourced IT support, cyber security, cloud infrastructure, and innovative technologies like AI, process automation, and data visualisation – Emerge Digital enables businesses to invest in technology that supports them in achieving their goals.  

About DEYA Brewing Company 

DEYA Brewing Company is an independent brewery in Cheltenham, UK. We focus on hoppy beers, lagers, traditional UK styles and mixed fermentation ales. We strive to make world class beer. 

Our on-site Taproom is at the heart of our brewery and is open every week for fresh tins and delicious draft pours. 

We take a holistic approach to business, striving to be the best employer we possibly can be, while operating in a fair, sustainable and human driven way. 

Keep on Crocin’