5 Questions to Ask a Global UC Provider

As Vonage expands Unified Communications internationally, we've put together a list of some critical vendor questions to ask for partners to share with their prospects as they transition their customers to the cloud.

Vonage Business Communications is Now Available in 12 Countries, Giving Brands More Reasons to Move to the Cloud

Vonage is accelerating the availability of its unified communications platform, Vonage Business Communications (VBC), for companies across 12 European countries: Austria, Belgium, Denmark, France, Germany, Ireland, Italy, Netherlands, Portugal, Spain, Sweden, and Switzerland. VBC is already available to companies headquartered in the United Kingdom and in Australia in addition to the United States. The timing has never been more important as companies deploy a mobile workforce across the globe. .

VBC is designed to unify calling, messaging, video, and business applications with Vonage Contact Center (VCC), enabling enterprises to optimize communication experiences for employees and customers across all channels and devices from anywhere.

As a business expands beyond its country of origin’s borders and becomes globally competitive, new challenges arise. In particular, communication and collaboration channels need to become less siloed and more universal - which often means moving to the cloud. If your customers are thinking about migrating their communications and collaboration tools to the cloud, there’s good news: Vonage joins many Unified Communications providers that are here to help.

The catch? A crowded field requires a lot of weeding to reveal the providers your customers can bet their businesses on. Here are five questions for your customers to ask to help explore the cloud communications space:

 

1. Is your UC portfolio really enterprise grade?

Claiming and actually being something are two different things. Start by drilling down to find out exactly how much control a provider has over the big four: quality, reliability, scalability, and security.

Control is key for voice over internet protocol (VoIP), which uses data networks for calls instead of traditional telephony infrastructure. This change enables VoIP services to provide more features and clearer calls than what’s known as “circuit-switched” telephony, and at significantly lower cost. The more infrastructure a UC provider owns, the greater its ability to ensure that VoIP calls get priority over other types of data traffic and that calls can seamlessly switch to an alternate route if part of the network goes down.

Another way to identify a UC provider capable of delivering enterprise-grade VoIP is to ask about its use of multi-protocol label switching (MPLS). This helps network infrastructure prioritize calls and other delay-sensitive UC applications, so they provide a great user experience.

 

2. Where is the infrastructure?

The ideal cloud provider has a dozen or more points of presence (POPs) scattered around the world. That redundancy means your customers’ UC services won’t be knocked out by a hurricane, earthquake, or other regional calamities. Geographic diversity also boosts the quality of service (QoS) of latency-sensitive services by increasing the chances their location is near one or more of its POPs. The same advice applies to the provider’s global data centers, which host your customers’ applications and information.

 

3. What types of service-level agreements do you offer?

SLAs help ensure that moving to the cloud doesn’t come with trade-offs in reliability and availability. They’re essentially contracts that spell out the provider’s obligations for service quality, customer support, and other aspects, with financial and other penalties when it doesn’t deliver. SLAs also highlight the importance of MPLS, dozens of international POPS and data centers, and owning a lot of network infrastructure, all of which helps the provider live up to its SLA.

 

4. Are you truly a global provider?

The world keeps getting smaller as technology evolves to allow real-time communication and business transactions across regions with more ease and convenience than ever before. If your business transcends borders, your cloud communications provider should too. Storing customer data creates security risks and compromises customer privacy, and this is compounded when data crosses between countries. Your customers’ UC provider should offer compliant solutions that align with global regulatory requirements like GDPR and stay abreast of the ever-evolving compliance landscape.

The ideal UC provider enables your customers to easily expand operations, offices, and employees beyond borders and establish local presence internationally to effectively communicate and collaborate with customers worldwide.

 

5. What actual solutions are offered?


“Many hosted providers only have a strong pedigree in one area,” Jon Arnold, Principal Analyst, J Arnold & Associates Research says. “Most are rooted in VoIP, with either that as a singular offering, or a lightweight Unified Communications (UC) solution pieced together from third-party partners. For enterprises truly looking for a transformative solution that supersedes the conventional telecom-centric upgrade, they’ll need a hosted partner covering the full spectrum of UC.”

 

That portfolio should include at least:

  • High-quality video and audio conferencing
  • Collaboration tools such as virtual desktop and screen sharing
  • Integration with customer relationship management (CRM) tools such as Salesforce®, Microsoft Teams or Office 365™ and workflow tools.
  • Intuitive mobility tools (like a mobile app) to ensure seamless experiences across devices.
  • Capabilities to allow your customers to make and receive calls and messages from their personal phones while maintaining a consistent business presence.

 

Why? Moving to the cloud should mean more, not fewer, capabilities and benefits than you have with in-house infrastructure. By supporting the tools you already own, and that your customers know how to use, the UC provider helps them maximize productivity.

As a final measure to determine which providers are leading the space, listen to what the experts are saying. Numerous cloud providers means a lot of competition—and thus a lot of pressure on their profit margins. With publicly held providers, peruse their past few earnings reports for key metrics such as revenue growth, profitability, and cash flow. And, see what respected analysts such as Gartner are reporting. They’re also key for scrutinizing cloud providers that are privately owned.

Of course, we believe we can address all of these concerns and be a trusted partner. If you’re ready to move your communications to the cloud, Vonage can help! Contact us to talk to one of our cloud communication experts and learn more about our solutions here.

 

About Vonage
Vonage, (Nasdaq: VG) a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage's Communications Services Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging and Verification into existing products, workflows and systems. Vonage's fully programmable unified communications and contact center applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or anywhere, providing enormous flexibility and ensuring business continuity.

Vonage Holdings Corp. is headquartered in New Jersey, with offices throughout the United States, Europe, Israel, Australia and Asia. To follow Vonage on Twitter, please visit www.twitter.com/vonage. To become a fan on Facebook, go to facebook.com/vonage. To subscribe on YouTube, visit youtube.com/vonage.