Cloud telephony: The essential technology for business phone system transformation in 2019

Are you ready for the transformation ?

Cloud telephony: The essential technology for business phone system transformation in 2019

Monday December 24, 2018,

6 min Read

Disclaimer: This is a user generated content for MyStory, a YourStory initiative to enable its community to contribute and have their voices heard. The views and writings here reflect that of the author and not of YourStory.

Approaching 2019 often inspires the past moments of years we bid farewell to. If we reminisce about the life and human lifestyle 10 years back, you would realize how far we have progressed and evolved in our living standards. In those days, if asked what Artificial Intelligence (AI) is or would mean to us, we would be puzzled and struggling to form a precise answer. But now we have real-world personal assistants powered by AI on our mobile devices, a solution that is virtual yet more agile and efficient than human assistant. The same goes with cloud telephony technology.

As we head to another new year, it is especially important for businesses to reassess their mundane communication methods that are likely to influence – and sometimes determine – the level of customer acquisition, customer experience and satisfaction, engagement as well as overall business dynamics. Having a strong, prolific business phone system therefore defines how furiously you engage and acquire your clients for long-term commitment.

The necessity of transformation

Whether it is process automation via AI and Machine Learning or developing a business-friendly Smartphone app, business transformation for SMBs is key to filling the existing gaps, increasing profitability and earning high ROI. When it comes to making amends to business phone system, the outcomes usually target these major areas of your organization’s dynamics:


·        Productivity

·        Speed of query resolution

·        Customer experience

·        Engagement costs

·        Customer Loyalty


Why to opt for Cloud telephony?

 A professional, thoughtfully implemented cloud communication system is unlike traditional phone system that imposes a lot of battles and challenges to present fine resolutions. There are many conservative companies that still prefer to communicate with their clients and partners through their existing systems due to which they often end up being unable to reach customers or respond to them in time.

On the other hand, business phone systems are equipped with consistent potential to offer business-specific solutions and perfectly address communication needs. Based on modern and advanced technology, cloud telephony system is a sophisticated answer to all the unresolved gaps and issues experienced in conventional means of customer engagement.

Cloud Telephony: The Differentiators

The cloud platforms used for phone systems offer tools and features that are customized to improve customer experience minimize turnaround time and boost maximum sales. Moreover, their advanced integration capability allows you to connect it with the digital architecture of your business such as CRM, Salesforce, collaboration units and more, enabling seamless communication among employees, partners and end users.

 The journey of transformation starts with knowing the leading differentiating factors that you can expect in an ideal cloud telephony system provider. A set of disruptive tools, features and functionalities will help you choose a phone system best suited for your needs. Based on compatibility and budget, a few differentiators of cloud communication software are:


Mobility: Entrepreneurs are often on-the-go looking for a reliable system that supports as well in the office as it does a thousand miles away. The business phone system enables solutions that users can access inside and outside of the office with smooth performance. Due to its cloud communication capability, you can operate it on cloud to manage interactions while being away.


Integration and compatibility: Inclusive of plethora of features found in radical phone system set, the cloud technology can be used both as a standalone application or it can be implemented with any VoIP system and even with an analog business landline phone. This arrangement works for companies that seek effortless integration with compatible long-standing phone system to upgrade their platform.


Call forwarding and routing: Customers detest waiting before they are acknowledged. This is where a uniquely smart call forwarding system helps forward calls to the concerned person in time. Using forwarding and routing tools, you can resolve customer queries fast. The automation of this feature makes the job even better, further enriching customer experience.


Administrator Portal: If you desire to monitor your business operations from any place, a business phone system with a decentralized administrative dashboard would be a boon you need. The portal displays real-time reporting and analytics on ongoing calls, agent availability and recording and more, so that you can check and manage operational aspects of your live interactions from anywhere.


IVR and Voicemail: From customization to voicemail to multi-level IVR, cloud technology has covered all features of a flawless and productive phone system. These tools work intuitively to manage your call to ensure exemplary customer experience and support service.


Teleconferencing feature: This handy feature makes it easy for executives caught up in hectic work to organize meetings with their staff and their partners from anywhere anytime.


Support for numerous phone numbers: The ultimate cloud telephony system comes with support for numerous types of numbers, including local number, international number, toll-free landline, port-in or even vanity numbers that are designed for companies building their brands.


Messaging Options: This feature is not confined to mere simple text messages, but can work for multiple communication channels. Nowadays, businesses can adopt a unified messaging system to reduce time spent on managing messages coming from email, phones as well as social media pages. With this, you can handle voice messages, email, fax, text messages from a single mailbox.


Sharing and collaboration: The business phone system can use tools to enhance collaboration, conferences, file sharing and project management. These tools built in one platform enable seamless communication essential to attain success in business operations and maximize employee productivity.


Final take
If you are still using the conventional telephony system for your business, you are probably missing out a huge group of prospects. To avoid the unfortunate debacles of sudden telephonic outages and other communication hurdles, you will need to replace or refurbish the existing PBX landline system. Hence, if you are seriously considering the idea of business transformation in 2019 via implementing a sturdy business phone system, now is the time to start finding the right company with exquisite experience.


Being a lean business runner, don’t bask in comfort of the belief that your communication channels are working fine. As competition burgeons, you must sustain the market by rising above the rest.