Toku: Bringing Cloud Communication Solutions to Cope with the Hybrid Workforce

To say the pandemic has changed the world is an understatement. Due to a deadly virus, humans have had to adapt to a new way of life, with foreign working conditions and different challenges. Post-pandemic life isn't all that it's cracked up to be, as chunks of the new normal are here to stay. Companies have had to migrate to the cloud and depend on communication technologies to keep them connected to their employees and customers in these trying times.

A company that provides dedicated cloud communication solutions to the Asia Pacific region is Toku. In a recent interview, Thomas Laboulle, Founder and CEO of Toku, shares how the company has been helping large, medium and small enterprises in the region overcome their communication challenges amidst a global pandemic. Whether it be solutions like Communications Platform-as-a-Service (CPaaS), Unified Communications-as-a-Service (UCaaS), or Contact Center-as-a-Service (CCaaS), Toku provides it all with plans to enhance their product capabilities and coverage within the region after the completion of their Series A funding.

As the number of organisations employing a hybrid workforce grows in the APAC region, Toku plays an integral role in helping them transition to the cloud. This transition allows companies to “manage data easily, no matter the infrastructure they choose to use. The flexibility of solutions that Toku offers allows businesses, from large enterprises to SMEs, to integrate various tools, such as CRMs, ticketing systems and productivity tools based on the needs and nature of their organisations," states Thomas.  Intending to empower business communications, the cloud communication provider has partnered with system providers such as HubSpot, Microsoft Teams, Freshdesk and more. As an effort to further enhance their offerings, Thomas shares, "Just recently, we announced a strategic collaboration with Zoom under its Provider Exchange Program, where businesses can now bring Toku as a pre-integrated carrier with all its cloud-native functionalities directly into the Zoom Phone platform.”

Maybe transitioning straight into the cloud is too much for an enterprise looking to begin its digital transformation journeys cost-effectively. With Toku’s hybrid expertise, organisations can gradually transition from their legacy systems without a hitch in their ongoing operations. As for cost-saving measures, when asked regarding the topic, Thomas replied with "the “pay as you use” principles for tools on the cloud also allow organisations to choose and use tools according to their business needs.”

Further examples of their expertise were acknowledged in the elaboration of their customer experiences from companies such as Decathlon, Foodpanda, Public Utilities Board Singapore, Gojek, Waitrr, JCDecaux BLACAZ. and more. Below are some further specified use cases:

  • Gojek
    An Indonesian Unicorn, Gojek is a ride-hailing and on-demand service that approached Toku with a lost-and-found problem that needed an API solution to integrate with their existing systems. Toku’s Interactive Voice Response (IVR) allowed Gojek’s customers and drivers to dial in to report lost and found items without the need for a customer service intervention. Using Toku’s services, Gojek’s customer service agents were free to help out with other customer needs.

  • Waitrr
    A mobile ordering and payments platform uses Toku’s APIs to authenticate users through OTPs and update users with SMS notifications.

  • JCDecaux
    Toku assisted this global advertising company with their telephony cloud migration without disruptions to their business.

    BLACAZ. is a global digital insurance intermediary that employed Toku’s services to create an automatic workflow by integrating its telephony solution with their CRM.

Having founded a company that has facilitated the success of many businesses and is successful in its own right, Toku’s CEO left the interview with some advice for businesses looking to thrive in the current digital environment.

“To succeed in the current digital environment, businesses must be agile and able to scale quickly. An important component to this is the modernising of existing legacy systems. Here are the recommended steps for businesses to consider when preparing for digital change:

  1. Audit existing legacy systems: Go through every part of your current workflows and operations, making a note of any legacy technology or system and how it affects your business.
  2. Consider the challenges and risks: With changing telco, data and privacy regulations affecting the digital space, it is important to research the latest developments and how they would affect your systems and operations. Create a risk map accordingly and plan different courses of action to mitigate them.
  3. Create a detailed budget estimate: Consider the return on investment, not just in terms of cost savings but also in terms of time efficiency and productivity improvement as you decide how much you are willing to invest. The increase in productivity often outweighs the cost of a system in the long run.

Using the list above, weigh the pros and cons of different modernisation approaches, comparing costs against long-term savings and both tangible and intangible benefits. Additionally, consider working with vendors with hybrid experiences such as Toku, who have the expertise to help upgrade or enhance your digital transformation strategies.”

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