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.
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, and 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.
IVRS provides for easy management of all inbound calls. It allows customers to reach one-on-one and 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:
Dialers are the pioneer objects for automating the dialling process. There are three types of dialers – Preview, Progressive and Predictive Dialer. Preview Dialer is a manual dialer that connects an outbound call with a click of a button. Progressive and Predictive dialers are automated dialers wherein a contact list upload automatically blasts the call by dialing 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 helps 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 will help 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 the call sources 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 have 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 insights via analysis, the way you want and make accurate decisions.
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 integrate your phone system across channels, making it look like a simple affair. APIs can pull information from your CRM, ERP, help desk, or other tools and display information for the agents in the form of a pop-up. 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 during the transition.
Cloud telephony services 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 emails, schedule follow-ups, receive an incoming call, dial an outbound with a click, update call status, write comments, take calls and call transfers. This interface keeps up with call logs and helps manage active calls.
Click to Call is the ability to embed a simple “call us now” button directly on your business’s 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 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 number by forwarding your incoming calls to any desk phone, mobile device or any department in your business. Also, call forwarding can be done based on business hours or holidays.
Cloud Telephony is a service that enables a user to make and receive calls through the internet and differs from a traditional telephone service in a few ways.
The global cloud telephony service market is expected to reach US$ 65.10 billion by 2030 during the forecast period from 2021 to 2030,” as per Report Ocean.
The Cloud is increasingly becoming the de facto method for business telephony.
Businesses are increasingly choosing cloud telephony for its:
For Extensive mobility and flexibility,Cost Efficiency,Scalability and Customizability,Better Control,Reliable and Resilient Phone Service,Dependable Security,Builds Your Reputation,Ease in Managing Multiple Locations,Efficiency in Sales and Support Processes,Access to Rich Business Features, You Should Choose Cloud Telephony Solutions for Your Business.
Cloud telephony solution 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.
blogOctober 10, 2024How to Ensure Quality Service When Outsourcing Call Center Solutions?
blogOctober 5, 2024The Ultimate Guide to Outsourcing Call Center Solutions
blogSeptember 27, 2024Revolutionizing Healthcare Support with Advanced Call Center Solutions
blogSeptember 26, 2024Enhancing Customer Satisfaction in Telecom and ISP with Call Center SolutionsAuthor Profile Varuna Raghav As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience in […]
Read more
is the apt framework developed for deploying the right mix of People, Process & Technology in a business with a clear eye on increasing lead conversion, reducing customer acquisition & management cost, and winning customers for life.
Hello there, You have done an incredible job. I’ll certainly digg it and personally recommend to my friends. I am confident they will be benefited from this website.