Brands Leveraging Cloud Telephony Solutions In Digital World

Ankit Dudhwewala Jun 09, 2021

Perhaps the last year alone has triggered more digital transformation than the last decade. While there have been many innovations and technological advancements, the efforts already underway also accelerated, and at scale. The core technologies like cloud, data analytics, and AI continue to dominate headlines and are expected to lead the race of digital transformation in times ahead.

Cloud-based tools such as cloud telephony are among the top technology trends that are reshaping businesses. Today, brands face aggressive competition and in the quest to stay ahead, innovative tech tools and strategies are their go-to approaches. While brands have to continuously strive to survive and grow, there are challenges, one of them being communication. However, cloud telephony is the solution. It plays a key role in streamlining a business’s communications by moving them to the cloud along with bringing in exciting features such as toll-free number, click-to-call, and IVR.

How Cloud Telephony Benefits Brands?

Cloud telephony is helping brands with a reliable source to safely store and access their data without spending a hefty amount on infrastructure. By moving their business communication to the cloud, businesses can manage their database as well as customers more efficiently and securely. Apart from this, there is a lot more that is facilitated by cloud telephony solutions. Let's dig deep into it.

1. Cost-Effectiveness

Cost savings is one of the key focus areas of any business. By investing in cloud telephony, a brand can save a lot as the investment is less. Also, an organization can manage all its communication activities with just a smartphone. Moreover, there are significant savings on maintenance and setup costs. The system provides data monitoring and proactive upgraded hosting programs which automatically enhance productivity.

Further, as there are many hosted VoIP solutions present in the market today, a brand does not need to invest in expensive telephone lines or enter into long-term contracts as one can easily sign up for monthly payment plans. This will make a business's cost structures highly manageable.

2. Better Connectivity

Cloud telephony also ensures customer satisfaction - the top priority of every brand. It happens because brands are empowered to connect with their targeted audience seamlessly in addition to getting facilitated with solutions like an inbound call center. Other significant features are custom greeting callers on wait time with personalized regional greetings, put on hold with music, and skill-based routing basis a caller’s purchase history and location. IVR is another extremely effective solution that ensures connection with customers as soon as they call.

3. Reliable Phone Service

Cloud telephony ensures that a business's information is secure and safe. Also, the service can be accessed from a different device at any point in time. One of the most amazing features of cloud telephony is that if one's system/laptop crashes, the data doesn’t get lost.

4. Call Analytics

Brands that use cloud telephony can evaluate the performance of agents through call analytics that gives a detailed overview of the number of calls attended and those left unattended by each agent in addition to recording calls for future reference. Further, one can easily route calls and track the time invested in each call. Hence, an organization can also take action against agents who are not performing well.

5. Builds a Positive Brand Image

Voicemail, call routing, call queuing and call forwarding are some of the key functionalities of a virtual phone system that help enhance the customer experience as well as build a positive brand image. If a brand's call handling is highly efficient, it ensures healthy relationships with customers. This ultimately adds value to a brand's market image.

Summing Up

Considering the numerous advantages of using cloud telephony solutions, every business regardless of scale and size must consider switching from traditional systems to cloud telephony. As there are many solutions available in the market brands can choose the one which offers a complete package of quality, efficiency, reliability and affordability.

The author is Ankit Dudhwewala, Founder, CallHippo & SoftwareSuggest.com