Cloud telephony has moved from a niche alternative to mainstream infrastructure for businesses managing voice communications. Several trends are influencing how organisations use cloud-based voice, contact centre, and messaging platforms. This article covers four of the most relevant.
1. Mobile and Cloud Telephony Convergence
As 5G availability expands, the latency and bandwidth available on mobile networks increasingly meets the requirements for high-quality voice over IP. This is accelerating the convergence of mobile and cloud telephony — where the same call routing, recording, and analytics capabilities available on a desk extension are extended to mobile devices without requiring a separate mobile PBX or a carrier-managed service.
For distributed teams, this reduces reliance on fixed desk phones and enables consistent call handling regardless of where an employee is working.
2. Tighter CRM and Telephony Integration
Screen-pop functionality — where a caller's CRM record appears on an agent's screen when a call connects — has existed for some time. What is evolving is the depth and two-way nature of the integration: calls automatically logged against the correct record, transcriptions linked to contact histories, and follow-up tasks created from call outcomes without manual data entry.
The degree to which this is available depends on the specific CRM and telephony platform in use. MCC's integrations page covers the systems currently supported. If you have specific CRM requirements, contact us to discuss compatibility.
3. AI-Assisted Contact Centre Tools
Real-time AI tools for contact centres range from live call transcription — which makes calls searchable and helps supervisors review interactions — to more advanced capabilities such as sentiment detection, which analyses vocal patterns to flag calls where a customer may be distressed or frustrated.
These tools can assist supervisors in knowing when to intervene, help with agent coaching after calls, and support quality assurance processes. MCC's AI Contact Center covers the AI-assisted tools available within the platform.
4. Omnichannel Customer Journeys
Customer interactions increasingly begin on one channel and continue on another — a query raised via live chat might be followed up by a phone call, or a web chat conversation might need to escalate to voice. Omnichannel platforms aim to give agents visibility of the full conversation history across channels, so the customer does not need to repeat context at each transition.
The practical implementation of this requires the channels to be managed within a single platform or integrated closely enough to share contact and conversation data. MCC's Omnichannel platform covers voice, chat, and messaging in one place.
Want to understand how these trends apply to your business?
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