Emerging cloud technologies combined with improved computing and networking capabilities has made cloud telephony a big draw in today’s business fraternity. There has been a gradual shifting of focus from traditional PSTN (Public Switched Telephony Network) to hosted voice over IP Services that uses Internet for transmitting voice data.
For long, enterprises considered building an in-house telecommunication system something of a virtue – not anymore, with conventional telecommunication solutions becoming more expensive by the day, there is a need for a better alternative that does the same job as before without imposing any of the financial burden.
Cloud telephony fits the bill perfectly because it is essentially virtualization of all the physical components present in a conventional telephony system and presenting them in a format that is easy to use and understand. Essentially, you own the telephone, with the rest – PBX, telephony servers, SIP trunks migrated to the cloud. Basically, cloud telephony is an abstraction of your old legacy hardware based, conventional telephony, offering twice the benefits, without any of their disadvantages. It is a radical shift from CAPEX to OPEX, from premise based to cloud based telephony systems.
Besides considerable cost cutting cloud telephony provides businesses with some amazing options to make business better, some of which are given below
Professional call handling – Basic to any B2C interaction is customer service. Call handling is an essential element in the customer service mix but many businesses make the fatal error by underestimating its importance. There is a need to standardize call handling procedures so that deviations can be noticed and rectified. Cloud telephony provides professional call handling that provides a big company image for your business. Every call landing on your system is answered with a professionally recorded welcome message and routed to the correct department or resource according to client’s requirements.
Call Routing – Cloud telephony can be used to create a big company image in minutes. You can create sales, marketing, finance, HR, or any number of departments with the help of extensions like “Dial 1 for Sales”, “Dial 2 for Finance” etc.
With customized call logic one can account for unusual call flows during weekends, holiday seasons, lunch hours, peak morning hours, after hours and more. Your business misses nothing as each and every call gets logged into the system. Previously, intelligent call routing facility was limited to big businesses with their state-of-the-art contact center, but now budget is hardly a constraint for good business practices.
Cloud telephony helps business go mobile which is increasingly gaining trend now days. Incoming calls can be transferred to your home, hotel, travel, office mobile number, providing mobility as well as convenience. Incoming calls can be transferred to agents almost anywhere in the country provided there is sufficient connectivity.
Voicemail facility ensures that business customers have some recourse during after hours or holidays. Calls routed to voicemail are sent direct to business email address providing easy accessibility.
Missed caller Alerts – Conventional telephony systems cannot handle more than four calls in a row. What if the fifth call was from an important client? Cloud telephony provides scalable services built for a dynamic business environment. Nothing is missed. Missed call alerts are sent to your mobile phone or email for quick follow up. No leads are lost. You remain in control of your business whether you are in your office or thousands of miles away.
CRM Features -Most cloud telephony subscription come with a backend CRM package for better customer engagement processes. The system pulls up customer centric data – name, address, purchases, etc – which helps a lot in improving the quality of customer interactions time after time.
Since this is a multi user tenant system any number of users can login and update the database from any location making it perfect for businesses with branches spread over the country. This removes the need multiple entries because the entries are made in the centralized database. Many man hours are saved by reducing such redundancies.
Incoming calls are logged for future reference. The agent handling the call makes entries into the database providing details of the call and future course of action if needed. Cloud telephony’s advanced CRM features can be used for managing leads. Accordingly, calls can be recorded as hot, warm or cold depending upon their ability to create cash flows. Cold calls – those that are least likely to lead to cash flows – can be tagged for follow ups, on a later date, weekly, fortnightly, or, monthly, for improving lead conversion rates. Lead management has been shown to improve conversion rates considerably so why leave out small businesses from its advantages?
Disaster Recovery Options -Before the cloud came along, disaster recovery options were limited to big businesses with extravagant IT budget. Now, thanks to cloud technology, even a bootstrapped startup can enjoy this feature. There is no need to hire IT personnel to manage your data for you. Your cloud provider does the job for you.
Knowlarity‘s Cloud telephony services are available on a pay-as-you-go basis which is very convenient for small and medium sized businesses needing to keep a tight leash on the CAPEX front. It takes away the day to day hassle of managing telephony systems and allows you to enjoy the advantages of an ultra modern telephony system without suffering from any of its disadvantages.
Guest Post submitted by Knowlarity.