Frequently Asked Questions
What are the fees from Cloud Design Solutions?
In most cases, the services from Cloud Design Solutions are complimentary to our clients. Cloud Design Solutions LLC. acts as an agent for our partner providers and our fees are paid by our partner providers.
Our goal is to help you identify the right provider and ensure successful adoption.
What areas does Cloud Design serve?
Cloud Design Solutions is headquartered in Rochester, NY, but our reach extends far beyond a specific geographic region. We focus on serving businesses in Upstate, Central, and Western New York, as well as Northern Pennsylvania, which includes working with clients across Buffalo, Rochester, Syracuse, Utica, Albany, Binghamton, the Finger Lakes, the Southern Tier and Northern Pennsylvania.
We specialize in cloud-based communication solutions, including cloud phone systems, contact center solutions, video meeting tools and collaboration suites. We help businesses modernize and optimize their workflows. Our expertise includes:
- Unified Communications & UCaaS – Also known as Unified Communications as a Service, we help our clients transition from legacy or siloed phone systems, video, messaging, and collaboration tools. Learn more with our UCaaS Guide.
- Contact Centers & CCaaS – Also known as Contact Center as a Service, we help our clients transition from legacy call centers, ACDs, IVRs or predictive dialers to scalable, unified solutions with digital channels for customer engagement – including customer service, sales, support and collections. Learn more with our CCaaS Guide.
- AI & Automation – Automation, AI assistants, co-pilots, predictive dialing, chatbots, and Workforce Engagement Management (WEM), which includes recording, quality management, workforce management (WFM), performance management and analytics. Learn more with our AI Guide.
- Digital Transformation – Omnichannel strategies, including AI-infused live chat, email response, social media, text messaging (SMS, MMS, RCS), messaging services and video. This includes automated workflows, and cloud-based integrations. Learn more with our Digital Transformation Guide.
Our trusted partnerships include leading UCaaS and CCaaS providers, including Zoom, RingCentral, Genesys, NICE, Five9, 8×8, Dialpad, Vonage, Nextiva, CallTower, Talkdesk, and more. If your needs require a specialized solution, we can identify and establish the right partnership to deliver the best fit for your business.
I already have a phone system and a video meeting service. Why would I want to do something different?
Legacy solutions can limit your business because they are often unreliable, act as a security risk and restrict communications options.
Cloud-based solutions provide a direct contact number to each of your key staff members and allow for voice, text, efax and video communications. They also allow for interactive, encrypted collaboration with colleagues and customers.
If you are using a service that you find strategic, you don’t need to stop using it. You can continue using it and leverage a cloud solution to augment the service. In many cases, you can even embed the services into your existing solution. For example, many cloud phone systems will embed directly into Microsoft Teams or CRM systems for single, streamlined user experience.
In the majority of situations, cloud communications is less expensive than existing solutions and offer financially backed reliability.
What are the advantages of the OPEX model?
There are many advantages to a cloud-based OPEX model. Not only is cloud significantly lower cost from an up-front standpoint, the model allows scaling of user licenses and functionality based on demand. This means that it is very easy to add users on a temporary or a permanent basis without a high level of effort.
Additionally, the OPEX model has significant advantages from a financial standpoint. Make sure to review with financial advisors, but Operating expenses are generally fully deductible in the year they are incurred, providing immediate tax benefits. In contrast, CAPEX typically must be depreciated or amortized over several years.
Do I still need to subscribe to carrier services?
Many cloud phone systems come with carrier services at no additional cost. In fact, in most cases unlimited domestic inbound and outbound calls are included, with the exception being inbound Toll Free Numbers.
If desired, most cloud communications providers do allow for connectivity to existing carriers (“Bring Your Own Carrier”).
Can I keep my existing phone number?
Yes, the providers of cloud phone systems typically allow you to keep your existing phone number through a process called number porting. This process transfers your phone number from your current provider to the cloud provider, ensuring business continuity and maintaining your established contact information for customers and clients
Is cloud communications secure?
Yes, cloud communications is typically more secure than premise communications, provided that the right measures and practices are in place. Cloud providers invest heavily in robust security practices to protect data, communications and systems. Many cloud phone systems use encryption (e.g., TLS, SRTP) to protect data and communications, ensuring that voice, video, and messaging are secure from interception. Additionally, Cloud providers typically host services in highly secure, redundant data centers with physical and virtual safeguards, including biometric access controls, surveillance, and environmental protections.
Leading UCaaS/CCaaS providers adhere to regulations such as GDPR, HIPAA, SOC 2, and PCI-DSS, ensuring that their platforms meet stringent security and privacy standards
Does this make me PCI compliant?
A cloud communications provider’s PCI certification does not automatically make your organization PCI compliant. While working with a PCI-certified provider helps you meet some of the technical requirements for compliance, your organization is ultimately responsible for ensuring full compliance with the Payment Card Industry Data Security Standard (PCI DSS).
Can I keep my existing video conferencing service?
Yes, many cloud communications solutions provide integration to leading video conferencing solutions, like Zoom and Microsoft Teams.
Do solutions provide text messaging?
Yes, many cloud phone systems offer text messaging for inbound/outbound text messages to direct numbers.
It is common that new rollouts must complete a Text Campaign Registry (TCR) process, which can take a few weeks. TCR was introduced by the major mobile network operators as a centralized hub for registering 10-digit long code phone numbers for application-to-person (A2P) messaging. The primary purpose is to protect consumers from unwanted spam and ensures that businesses are compliant with standards and that messages are delivered securely and efficiently.
Do cloud phone systems provide electronic Fax capabilities?
Yes, many leading cloud phone systems provide for electronic faxing capabilities. Electronic fax enables businesses to send and receive faxes digitally, without requiring a physical fax machine.
What are the device options for cloud phone systems?
Can I keep my existing phones?
Cloud communications platforms, including UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service), are highly flexible and can work with a variety of devices. These cloud phone systems are designed to be device-agnostic, meaning they can integrate seamlessly with most modern hardware.
Device options include mobile apps, desk phones (IP phones), softphones and desktop apps. There are also options for dedicated video conferencing devices, speakerphones and IoT devices like Amazon Echo or Google Nest. It may be possible to use existing SIP phones; individual providers typically certify and publish compatible devices.
Does this work with Google Workspace?
Yes, cloud communications platforms are designed to integrate seamlessly with Google Workspace (formerly G Suite). This integration enhances productivity by connecting communication tools with Google’s suite of apps like Gmail, Google Calendar, Google Meet, and Google Drive.
Does this work with Microsoft Office 365?
Yes, cloud communications platforms work seamlessly with Microsoft Office 365 (now Microsoft 365). These integrations enhance productivity by embedding communication tools within Microsoft apps like Outlook, Teams, OneDrive, and SharePoint.
Will the solution integrate with our CRM?
Many cloud communications providers offer adapters to leading CRM systems like Salesforce, Microsoft Dynamics, Zendesk, Oracle and others. In the event that a specific adapter is not available, most cloud providers offer open, published REST APIs to allow integration. Finally, many providers offer browser extensions to allow for base integration to any browser-based application.
What are the options for leveraging cloud phone systems with Microsoft Teams?
Microsoft Teams is a popular tool and many businesses are interested in using Teams as a cloud phone system. There are many options for enhancing Microsoft Teams for cloud communications, including leveraging Teams Phone natively within the tool. Additionally, many of our partner providers provide plug-ins to Teams or leverage Direct Routing and Operator Connect to extend Teams capabilities with cloud communications services.
The right solution often depends on your requirements.
Click here to learn more about the options for adding phone to Microsoft Teams.
Is AI functionality an extra cost?
Artificial Intelligence is used throughout cloud communications to improve the experience, assist employees and automate tasks.
Most providers include AI as part of their service to reduce background noise, improve video performance and benefit the overall performance. Additionally, several providers are including AI Assistant functionality to increase productivity for users. This does things like transcribing meetings and phone calls, providing summaries and even creating action items.
AI functions such as Virtual Assistants, Chatbots, Speech Analytics, Sentiment Analysis and Speech Attendants are typically available for an additional cost.
Click here to learn more about the use of AI in cloud communications.
Is Cloud Communications reliable?
Cloud-based communications is designed to provide mission-critical voice services. The providers leverage redundancy, high availability and disaster recovery with real-time monitoring and security measures. Cloud platforms typically use geographically distributed data centers with built-in redundancy. This means if one data center experiences an issue, traffic can automatically reroute to another, minimizing service interruptions.
Most cloud communications providers offer financially-backed Service Level Agreements (SLAs) with uptime guarantees of 99.9% or higher.
One caveat is that cloud communication relies on a stable internet connection. If your business has an unreliable network, it may impact performance. However, solutions like SD-WAN (Software-Defined Wide Area Networking) can optimize and improve connectivity.
Click here to view our video on the Essential Elements of Cloud Communications.
How long do I need to commit?
Typical agreements are annual and there are often financial incentives for longer commitments like three or five years. Some providers do allow for month-to-month agreements.
Is it required to have the same provider for contact center and business communications?
No, it is common that a separate contact center (CCaaS) solution is leveraged with an existing phone system or unified communications (UCaaS) provider. It is important to understand the level of integration and on-net connectivity between the contact center and unified communications provider.
Click here to view our video on Contact Center Trends & Insight.
How long does it take to roll out?
Timing for a rollout varies depending on scale, services approach (such as phases) and the desired functionality. Overall timing can be a few weeks or several months.
Am I using Cloud Design's professional services?
Cloud Design Solutions provides oversight during the onboarding process. Professional Services for the deployment are provided by the selected provider.
Are there additional taxes and fees?
Yes, additional taxes and fees may apply to cloud communications services. These costs vary depending on factors such as your location, service provider, and the type of communication services you use. Understanding these taxes and fees is crucial for budgeting and compliance. Typical taxes and fees include Federal and State taxes, Enhanced E911 fees, Regulatory Recovery Fees and Telecom Relay Service (TRS) Fees.
My employees already have cell phones. Why shouldn't I just have them use those?
Employee use of personal cell phone numbers for business purposes poses significant risks:
- Loss of customer relationships – If an employee leaves, clients may continue contacting them directly, leading to potential revenue loss. Is your customer contact information captured in your system? What prevents a former employee from soliciting your clients?
- Compliance and legal risks – Many industries require businesses to archive text and call records for legal or regulatory compliance. Do you have a company process to capture and store business-related messages?
- Professionalism and call management issues – Employees may not distinguish between personal and business calls. Are they greeting customers professionally? Are they unintentionally screening important business calls?
A UCaaS solution eliminates these risks by providing:
- A dedicated business number accessible from both office and mobile devices.
- A separate, managed mobile app for business communications.
- Built-in business messaging, video, fax, and collaboration tools.
- Compliance-friendly call and message logging.
Many companies are adopting bring-your-own-device (BYOD) policies with UCaaS, reducing mobile expenses while maintaining security and control.
What do I do about existing analog lines used in our fax machines, security system and elevator phones?
Can I use my existing paging system?
Cloud phone systems handle analog lines for fax machines, elevator phones, and security systems by using Analog Telephone Adapters (ATAs) or gateways that convert analog signals to digital, enabling them to work seamlessly with VoIP systems.
For intercom and paging systems, cloud phone systems can integrate with SIP-based intercoms or paging devices. Additionally, analog adapters can be used to connect existing analog systems.
Other questions? Connect with an Advisor or send us a note . . .