The Revolution: the Cloud & Multi-Channel

Nick Newsom, Ytel |  

As the world around us changes, we must adapt. The revolution of the Cloud has already changed the way companies do business, but it also applies to the most basic of human interactions for businesses: communication. Let's explore the way the cloud and multi-channel are changing technology, industry trends, and overall business. Read on! 

As the world around us changes, we must adapt. The revolution of the Cloud has already changed the way companies do business, but it also applies to the most basic of human interactions for businesses: communication.
The Cloud & Multi-Channel Communication Revolution

The way we communicate is enhanced and modified consistently through the technology, tools and resources made available to us. To satisfy the demands of consumers and new trends, businesses have to not only find their audience, but also communicate with them wherever they actively listen. Those using a multi-channel approach supported by cloud communications will be the front-runner of this exciting revolution.  

Let’s start with the Cloud.

Cloud communications are Internet-based voice and data communications, hosted by third party service providers, accessible over the internet. Because you only pay for the services you use, it’s a much more cost-effective choice for businesses. It’s a more reliable and secure communication environment, with the cost-savings appealing to many businesses in the market today.

Take my business, for example. Ytel specializes in cloud-based communications solutions that service businesses worldwide. My team of engineers, developers, support staff, marketers and sales know all about the power of communication on a granular level… they live it on a daily basis.

Personally, I found the power of communication as a middle schooler when I received my ham radio license (KE6CZD) and discovered the world of Bulletin Board Systems (old, I know…). All that led to a career in communications that I am incredibly passionate about. I’m also a member of several organizations and executive boards in Orange County that fuel innovation and communication through technology and discovery.

While my team at Ytel builds, maintains, and distributes the software our customers want, we also enhance the experience by adding features and add-ons for their unique business models. In order to provide this level of satisfaction, there has to be a strong sense of understanding about what our customers need. This comes from a deep knowledge of the industries we work in, from lead generation to marketing and sales, to solar and call centers; we are fortunate in that the Ytel team is made up of individuals who come from these different verticals, so they know what pieces are missing from the way those businesses communicate with their customers.

You’ve got the cloud infrastructure on your side, and you need a strategy to attract and keep those valuable customers.

Let’s talk multi-channel communication.

A strategy that businesses (the smart ones, at least) use to engage with their customers in a modern, efficient way. The multi-channel approach is simple; you exist where your customer exists, and the communication channels used are based solely on their preferences. Multi-channel is all about giving customers a choice.

What better way to align yourself with prospects and customers than through the communication channels they already use? The goal behind multi-channel is to actively listen and engage with your customers, prospects, and leads, and to turn that listening into a productive interaction with clear steps forward. You’re taking all the noise of marketing and sales and turning it into action, and action into customer loyalty.

Encourage active listening by practicing what you preach. Maybe your customer wants to be contacted via email. Maybe they love the chat feature on your website. Or perhaps they crave human interaction over the phone. Knowing these preferences, and being able to segment them appropriately, is multi-channel done right. Active listening packs a huge punch for your business; all you have to do is listen and take action.

Multi-channel communication can:
  • Increase brand recognition
  • Build customer loyalty
  • Grow and scale your business

Introducing the Ytel API


It can be difficult and stressful for businesses to keep their communication channels organized, updated, and cohesive with their brand. Wouldn’t it be nice to have all those channels housed in one central location?

With the new Ytel API, we’ve removed the need for multiple communication platforms by offering the four core communication channels in one API. Voice, SMS, email and direct mail, easily accessible in one API that integrates with any web application, and removes the complexity of building.

Check out Drips.com, a current user of the API and discover how they successfully interact with thousands of customers through voice, text, and email drip campaigns.


With cloud infrastructure on your side, your business can function at a lower cost with more efficiency and scalability. A multi-channel communication strategy is just the cherry on top; you’ve laid the foundation with technology and you’re simply polishing the customer experience and improving your bottom line. With Ytel's API you get the power and security of the cloud and the channels your customers prefer, under one roof. It’s communication done right.

**This article was originally shared on Tech In Motion's blog here

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About The Author

Nick Newsom, Ytel

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Nick has been involved in phone technology for over 20 years. From his early days as a ham radio operator, Nick founded Ytel to give small and medium size businesses access to call center and communications software normally reserved for large corporations. Nick leads with transparency and putting customer service as our number one priority.


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