Cloud telephony is one of the leading innovations in the business communications module. There have been significant innovations in the space, giving rise to high quality interactivity within an organization.
Cloud telephony in India has been rising steadily, with more businesses understanding the core need behind the innovation. There are various companies working in the field, who offer varying layers of customization and service.
Businesses should always opt for high quality cloud telephony providers, as they deliver better service and clearer voice transmittance. You don’t want to have your inbound calls being disconnected or have your customer misunderstand a statement in the middle.
Call quality, call service, call connectivity and faster incoming times is the key when it comes to selecting the right provider.
What is cloud telephony?
You might be wondering – How does cloud telephony work?
Cloud telephony is the IVR system enhanced by the cloud’s capabilities. It is a more modernized system of approaching calls, for both inbound and outbound calls. You effectively design your own flowchart of calls coming in and going out.
Clients that are small businesses or have a sales-oriented focus can benefit from cloud telephony in terms of efficiency and tracking.
A standardized dashboard can give you all the information needed about these calls, so that you can optimize your systems better. The right cloud telephony service can change the way that customers view your brand.
Cloud telephony is a smarter way to manage your calling systems, and highly beneficial for your market team.
Advantages of cloud telephony
Cloud telephony solutions provide a new way for a business to explore customer relations. It’s a physical extension of a CRM system that can be utilized more effectively.
When calls are routed faster and more efficiency, clients can make decisions much faster. This reduces churn, cost of acquisition, and savings across the board.
As the calls are routed through the cloud, there is no latency in connectivity between any agent and any customers, regardless of geography.
Cloud based solutions also require no physical equipment or renting of any property. Since the dashboard is accessible anywhere, this truly opens up new frontiers for communication teams.
The best part about cloud telephony is its simplicity. There is a unified dashboard that can be edited by managers. Calls can be diverted through any route necessary, and an agent can be appointed to answer calls. There is an effective Web Hook that is also placed, along with rules and parameters for every call. Calls can be segregated as per various parameters as well.
There is a lot more data available to managers who can start to understand how their teams perform. Customer calls can also be stored under various headings – irate, repeat, b2b, etc.
These can be analysed later and can add significant impact in marketing research meetings. Clients can also obtain an easy to remember number, thereby reducing the need to memorize complex digits.
There is a lot of simplicity and empowerment that revolves around effective cloud telephony.
- The business case for cloud telephony
There have been rapid advancements globally in cloud telephony India included, leading to increased adoption over several years.
Older EPABX models weren’t able to provide the flexibility and freedom needed to answer calls around the clock. Service agents were limited to call-time hours, with many customers frustrated with call-drops.
This side of the tech-sphere has solved that problem, by providing cloud telephony services to businesses.
The business case starts to reflect in costs saved and customers retained. Many B2B outfits also engage with cloud telephony providers because of this reason.
An agent could be on the go to a meeting and attend a call digitally through the cloud. That’s a customizable feature that many solutions, including Yakovoice, can enable you with.
Clients are always asking premier companies to create customized solutions, which many IVR companies just can’t.
60% of companies in India don’t have access to a call management system. This means that there are significant advantages to these companies that can employ cloud telephony. Intelligent call routing has facilitated better flow of call information to the respective agents. You don’t need a middle-man to transfer calls manually, thereby saving costs.
Customers also reach your line faster. With the capabilities of smart routing and cloud computing, your customers reach the exact individual much faster.
There are also fewer waiting times, as there is no call congestion, and there are smaller waiting periods as well. All in all, cloud telephony can save your business money, time and energy as you can address customers directly in a more organized manner.
- The impact of cloud telephony
Businesses have reported becoming more streamlined and effective, when it comes to customer management. Calls have been coming in at a much faster pace these days, as customers expand into using smart phones. The rise of data and calling has made it challenging for some businesses, but with cloud telephony, this consideration is laid to rest.
Cloud telephony has also made customer acquisition much more cost effective. APRU of these companies also goes down, with customers being up sold on incoming and outgoing calls.
There is a lot of scope in measuring which deals work better, when you have all the information you need. You can also plan your next marketing campaign around these cloud telephony solutions.
Managers also receive a lot of data, in terms of calls dropped, average time spent, and area of complaints. This is vital data that can be directly sent to product innovation teams and sales AoE zones. These parts of the company can enhance the value offering to make it easier for customers to understand the propositions.
A significant impact, attributed to cloud telephony, is also processing speeds. When customers inquire about new products, fill out information or issue payments, processing is done that much faster.
This enhances the overall customer brand perception of the company, as that of being innovators in the field.
Vishal Mahida is a Marketing specialist who have worked with leading Marketing and advertisement firms. Some of them are Yakovoice, DIsha associates and more. He worked closely with clients including Foxstar, TATA, ICICI, OYO rooms and more. He loves to write about tools that helps businesses in better customer engagement...!!!