No matter how small or big your business is or what it does, voice communication is a critical element of success. With voice communication, you get a secure way to communicate with customers, contact prospective clients, and operate your business. Cloud telephony can help businesses to incorporate these voice communication benefits in an effective way.

Cloud Telephony is the communications technology where all communication devices and applications are hosted at the service provider’s premises. Any business interested in using these services does not need to install any software or buy any hardware to get the services started. The service can be an IVR, call center setup, call recording, virtual number, or call forwarding. These services can be started on a traditional phone, mobile, or a computer system i.e. desktop, laptop, or tablet.

To understand what is cloud telephony and how does it work, read our previous blogs HERE<<

Suggested Reading - Important features of cloud telephony solutions

To assist you in making your decision about switching to cloud telephony from your traditional telephone systems, I have compiled a list of quick benefits of cloud telephony to look over.

Benefit#1 – Extensive mobility and flexibility

Remote work has been on the rise like never before. Cloud telephony business solutions allow your employees to take their work mobile. Any device with a stable Internet connection that has the cloud telephony app installed can take care of your business. Moreover, the company can also cut down on the expenditure due to desktops.

 

Benefit#2  – Cost efficiency

Because of the many hosted VoIP solutions present in the industry today, you will no more have to enter a long-term contract or invest in expensive hardware and telephone lines. Through these solutions, you can easily sign-up on the month-to-month payment plan to keep all your cost structures highly manageable.

 

Benefit#3 – Scalability and Customizability 

Cloud telephony solutions let you add more users to communicate seamlessly with a larger customer base. And if you require a customized feature to enhance your CRM integration, you can leverage it as well.

 

Benefit#4 – Better Control

Traditional landline phones do not allow you to keep track of all business communication and conversations. With cloud telephony, you can leverage the call recording feature that lets you record every incoming and outgoing call. Obviously, the feature helps your team improve overall business communication. Moreover, the recorded calls may be used for training purposes and future reference for issue redressal.

 

Benefit#5 – Reliable and resilient phone service

Since cloud telephony solutions have cloud storage, all your business information is safe and secure. Additionally, it can also be accessed from any other device at any point in time. Moreover, in case of any system downtimes or your laptops crash, the data doesn’t get lost. Owing to the reliable and resilient nature of these telephony systems, disaster recovery is simply much easier.

 

Benefit#6 – Dependable Security 

Cloud-based solutions are easy to upgrade. You can transition to the latest software seamlessly, which gives you the advantage of dependable security. There are constant checks against the unusual activity. If anything suspicious takes place, the system will lock down automatically. The cloud provider addresses the issues on a priority basis and gets your solution back to running securely.

 

Benefits#7 –  Builds your reputation

Delivering good quality services over the phone to your customers can increase the reputation of your brand, but if you’re constantly letting your customers down by dropping calls or being unavailable when needed; your reputation can just as quickly be destroyed and your competitors will take immediate advantage from it.

 

Benefit#8 – Ease in managing Multiple locations

Many businesses operate on more than one site, often in more than one country. This used to mean that the company would have to maintain multiple phone systems and contracts. With Cloud Telephony, however, you have one system and cost across multiple locations. This saves both money and time; if you open a new location as your company grows, you can simply extend your Cloud system to that area.

 

Beneift#9 – Efficiency in Sales and Support Processes

The auto-dialer feature of cloud telephony solutions facilitates sales and support agents to make calls, send messages and voicemails automatically. With manual work reduced to the minimum, the efficiency and productivity of your employees increase in a substantial and, yet, sustainable manner.

 

Benefit#10 – Access to Rich Business Features

A cloud telephony system is business-friendly and loaded with rich features. Apart from real-time analytics, the solution offers call schedulers, post-call surveys or Csat surveys, IVRS, missed call services, voicemail drops, bulk SMS automation, and more. These features empower your baseline automation that simplifies business by turning manual work into automated workflows.

 

Considering the benefits of these solutions, it is an excellent idea for every business—regardless of size and scale—to switch from traditional telephony to cloud telephony. If you are looking to make the switch in 2021, go for a cloud telephony service provider that offers a complete package of features along with the assurance of reliability, quality, efficiency, and affordability. Try Dialdesk services that have been trusted by more than 200 brands

To book a demo for your business, call at 96433 03884 or email @ sales@teammas.in

Cloud Telephony is the latest innovative invention that provides a personalized and fully automated incoming and outgoing call management system with easy implementation and well-defined integrations without hardware installations and minimal human intervention. You will immediately get well organized by switching to it. Cloud Telephony comes with innovative features including real-time screens, automated analytics, and remote telephony.

In case you want to know what is cloud telephony and how does it work? Read more<<

In this blog, we highlight the top 10 features of Cloud Telephony to help you understand how best you can bring systematic improvements to your business communications.

1. Stand-alone Business Number

Cloud Telephony functions through a Virtual Number that can be mapped with multiple phone numbers or devices. This simple 10-digit number of mobile, landline and toll–free format will allow you to receive multiple calls, voice mails, send automated responses, view call details, hear call recordings, etc. Though your business operates from multiple locations, branches, departments, and users, this phone system allows you to receive customer calls from any device and can be routed to any device of your preference anywhere without a desk. You can even mask the customer number and create one identity for your company.

2.   Interactive voice response system (IVRS)

IVRS provides for easy management of all inbound calls. It allows customers to reach one-on-one, interact with a computer via voice configuration and DTMF inputs. With which the callers are provisioned to route themselves through an intelligent routing system based on their convenience. The following are the IVR features that have become a crucial part of a successful business:

3.   Dialers

Dialers are the pioneer objects for automating the dialing process. There are three types of dialers – Preview, Progressive and Predictive Dialer. Preview Dialer is a manual dialer that connects an outbound call with just a click of a button. Progressive and Predictive dialers are automated dialers wherein with a contact list upload, automatically blasts the call by dialer the caller numbers looping in agents for a conversation. The former will progress the calls one after the other whereas the latter allows you to set call ratios.

4.   Call Analytics

Effective data is the only way your business can grow and succeed. It helps you to see where you have room for improvement and what areas you are thriving in. Phone call analytics help you grab that information from all the phone calls members of your organization make. It allows you to measure, collect, analyze, and report on phone call data. This information helps you learn more about the caller’s journey and various call insights. Businesses can gather key marketing metrics from call analytics. You can track certain key performance indicators to determine call source in order to see which campaigns are successful. This information can also help businesses optimize their ROI.

5.   Call Recording

Maintaining and growing your customer base hinges on the quality of your customer interactions. Call recording tools capture the audio from your conversations. They act as the most efficient note-taking method you can utilize. Managers can also review their teams’ calls with customers as re-training tools.

6.    Custom Dashboards

This feature enables you to monitor callers’ performance and monitor metrics on the go. All you to do is simply drag and drop, and analyze data across all possible points and gain valuable insights for making quick decisions or resolutions. You can create and visualize the insights via analysis, the way you want and make accurate decisions.

7.   Cloud Telephony Integrations

Maintaining customer calls, support tickets, lead information, etc., on different platforms will complex your business operations. The only solution is to integrate all the platforms creating a standalone interface for accessing customer information. The best feature of the Cloud Telephony solution is the API integrations. Well-defined APIs integrates your phone system across channels making it look like a simple affair. API’s can pull the information from your CRM, ERP, help desk, or other tools and display information for the agents in the form of a pop-up. And it can push the required call details, call recordings and call analytics back to other applications as well with ease, ensuring no data is being lost in the transition.

8.   Agent CTI

Cloud telephony solutions are user-friendly. An important feature is that it comes with an integrated dialer for performing outbound calls and allows receiving incoming calls effortlessly by an agent. A user-friendly web interface that allows its users to work and perform all activities without leaving the platform. Agent CTI is equipped to send SMS, draft email, schedule follow-up, receive an incoming call, dial an outbound with a click, update call status, write comments, take a con-call and call transferring. This interface keeps up call logs and helps to manage active calls.

9.   Click to Call functionality

Click to Call is the ability to embed a simple “call us now” button directly on your business’ website, or within your mobile app. Clicking this button, as the name states, would simply connect users directly to a phone call with your business or a representative. The idea is that mobile users need a way to simply and easily engage your organization in a phone call while they are browsing on your website, or using your mobile app. Organizations should strive to remove as much “friction” as possible from the customer experience, and opening up simple communication and navigation is a great way to do that.

10.   Call forwarding

You can protect your personal number by forwarding your incoming calls to any desk phone or mobile device or any department in your business. Also, call forwarding can be done based on business hours or holidays.

 

In case you wish to demo cloud telephony solutions for your business, call @ 96433 03884 or email at sales@teammas.in

Do you want to make your business communications efficient and cost-effective?

In this blog, we will explain to you how cloud telephony solutions can streamline your business communications and helps you in growing your business. Whether you’re opening new offices, hiring remote workers, or expanding your in-house teams, a cloud telephony solution will make your expansion effortless and cost-effective.

What is Cloud-telephony?

No matter how small or big your business is or what it does, voice communication is a critical element of success. With voice communication, you get a secure way to communicate with customers, contact prospective clients, and operate your business. Cloud telephony can help businesses to incorporate these voice communication benefits in an effective way.

Cloud Telephony is the communications technology where all communication devices and applications are hosted at the service provider’s premises. Any business interested in using these services does not need to install any software or buy any hardware to get the services started. The service can be an IVR, call center setup, call recording, virtual number, or call forwarding. These services can be started on a traditional phone, mobile, or a computer system i.e. desktop, laptop, or tablet.

In a conventional setup, to start any enterprise telephony solution like a PBX or small call center, you need a dedicated PRI, a PRI server, and a conventional call center solution. Whereas in cloud telephony solution, all the devices like PRI Line, application server, etc. are hosted or reside at the service provider’s premises and all the applications/devices are maintained by the service provider.

It’s also known as a VoIP-based hosted PBX solution. It helps you move your business phone service to the cloud.

It is a type of Unified Communications as a Service (UCaaS). And the reason is that it brings various communication systems and collaboration tools together. With cloud telephony, you won’t just move your phone calls to the cloud, but also connect them with your video meetings, instant messaging, CRM, and business processes across the board. It also sets the stage for adding complementary UCaaS features, such as voice and keyword analysis, call center capabilities, interactive voice response (IVR), and artificial intelligence (AI)-enabled customer support.

Cloud telephony may have numerous used cases. However, cloud telephony is required by companies that have a number published to the customers. They require a setup for their inbound calls and cloud telephony is the best option available to them. Similarly, companies who have tele-callers making outbound calls to their customers also require a setup to monitor agent’s performance and get complete call metrics. For them also Cloud Telephony is the most effective setup available.

How does cloud telephony work?

Let us check first the flow of incoming calls in cloud telephony set up:

Cloud telephony is required where a company has a number published to its customers and wants to have a call center set up for inbound at the minimum cost. The number that is published could be a landline or a PRI number, a mobile number, or a toll-free number as well. However, I always recommend my clients to have a mobile number due to its flexibility and cost-effectiveness.

The calls coming to the number are then simply forwarded to the cloud service provider. They will provide you a PRI number and you would forward your calls there. In case IVR is there, then it will play and once your customer chooses his required option, the calls are then forwarded to your team agents’ mobile numbers or your landline numbers as the case may be.

The Call distribution can be done basis some pre-defined rules or on the basis of Input given by the customer on the IVR

In this setup, you get access to call recordings, and all call metrics and you can also do number masking

There could be two ways of doing outbound calls using cloud telephony.

In the first case, your agent logs in to a CRM which will provide click-to-call functionality already integrated into it. This initiates a call from the server to the agent first and then the call is initiated to the customer. Once the customer picks the call, the calls are then patched and an agent is connected to the customer on the cloud. But this method of outbound calling is a bit expensive since there are two parallel calls running and then patched. One is from the server to the agent and another one is from the server to the customer. You get call recordings and other call productivity metrics that are required to track your agent’s performance

I personally recommend the next solution as it is easy to use and cost-effective as well.

In this solution, the agent will be given a mobile application with login credentials. The supervisor is being given a panel from where he would push the data via excel file, or CSV file, APIs, manually and will then allocate the database to the agents. Once the agent logs in to his ID, he can see the database on his panel and can start calling on it using his mobile only. The agent can enter the call details on a mobile CRM or a desktop CRM as well. The call recordings and the durations will also move from mobile to cloud. The supervisor or the manager will be able to get real-time monitoring of the productivity. He gets access to recordings, dashboards, analytics using his panel.

To book a cloud telephony demo for your business, call @ 96433 03884 or email @ sales@teammas.in

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