Should your business migrate to cloud communications in 2026?

"It's a telephone system that oversees all the company's calls. Also known as IP telephony, cloud communications is a solution that uses the Internet to operate. The cloud acts as a kind of triage to efficiently oversee the flow of calls and optimize their management. Calls can then be directed to an employee, to an automated greeting, to a voicemail, to a queue, or forwarded to the next available agent," explains Charles-Albert Beaudet, SME Account Manager for Videotron Business.

Cloud communications servers are hosted in the provider’s data centre, meaning the customer does not need to oversee maintenance of the IT equipment. Instead, the customer rents a comprehensive turnkey service at a fixed monthly cost. Its users (staff working for SMEs or larger organizations) have access to desk phones with multiple functions, and they also benefit from different applications to carry out their communications from any device connected to the Internet.

2- What are the advantages of this technology?

Having a single decentralized phone system

Videotron Business offers a single phone system that can be accessed from all your devices—desk phones, mobiles, or computers—and associated with a single business number, if you need it. A user can therefore access their line, whether they’re in the office, on the road, or teleworking. Automated greetings, queues, and routing options help manage, prioritize, and efficiently direct every call to the right person.

Being able to count on a reliable and secure solution

This cloud-hosted solution automatically benefits from the latest technologies and security updates, without any intervention on your part. Videotron Business relies on Cisco's Webex solution, a global reference in computer security, to offer a wide range of specialized business options for cloud communications.

Simplifying the management of your communications

Business telephony is no longer limited to making or receiving calls. Thanks to the cloud, it groups together all your communication tools on the same platform. An ideal solution for simplifying the management of your communications! A self-service web portal is even available to change your call forwarding, hours of operation, or authorized users, for example.

Benefitting from a scalable solution

Our solution scales as your organization grows. It adapts to the reality of your business, now and in the future. Whether you want to add phone lines or integrate new features, cloud communications can evolve without the technical burden or major investments. Flexibility that is appreciated in a constantly changing business context!

3- What are the key features?

A virtual receptionist

This feature is intended to be the telephone showcase of your company. This is a telephone menu that allows your customers to direct their call to the appropriate department or person by pressing a key on the keypad ("for accounting, please press 3"). This tool allows you to easily configure which resources to route calls to, the opening hours during a holiday period, or the greeting message when the situation requires it.

A queue

A queue typically refers to a call centre, or a team whose mission is to answer calls directed to a shared phone number. And if all your agents are already busy, talking to someone else, the customer has the opportunity to wait for one of them to become available. A message then advises them that their call will be answered as soon as an agent is available.

Call recording

If your business needs to keep call recordings for compliance reasons, this advanced option is available in our cloud communications plans. This feature gives you access to a centralized platform to easily listen to, share, play, and search your employees' call recordings.

Recordings play a key role in quality control, employee training, dispute management, and customer consent documentation. And that's not all: artificial intelligence (AI) enhances the capabilities of this feature. Therefore, call recording also allows for strategic decision-making, thanks to the analysis of the different trends of topics listed in telephone conversations.

4- What are the takeaways?

The other possibilities offered by cloud telephony are multiple: Teams integration, team numbers, quality videoconferences, and much more! In a context where teams are more mobile and customer expectations are higher, communication can become a real strategic lever.

Businesses like yours are looking for flexible, reliable, and easy-to-deploy tools that allow them to respond quickly in what is often a busy day-to-day. The good news is that our cloud communications solutions meet these needs perfectly. Contact us today!