When the pandemic hit, many companies started to experience the real value in remote phone services.
Businesses' capability to work remotely got tested, and in most cases, forced. Even with the world justifiably afraid of a virus, work still needed doing, and people still needed an income. However, many companies just weren't prepared.
Simple water-cooler conversations were out the window. More importantly, many companies didn't have the processes or technologies to stay in touch when everyone left the office. They found they needed more than their current setup because most of their structure was designed for employees to remain in the office.