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.
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:
- Welcome Message
- Single and Multi-level IVR
- Unlimited Departments
- Intelligent routing system based on skill, language, and time
- Automatic call distribution with round-robin, priority, and ring all.
- Queue management – MOH and Queue counter messages
- Generate lead or Generate Sales lead
- Automated responses in the form of SMS to caller, notify user and others
- Automated Email notification to user
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.
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.
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.
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.
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.
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.
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.
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.