Effective communication is the best way to ensure a good working relationship with customers and the organization. Cloud telephony features help timely communication ease the processes, provide a smooth workflow, and forge good relations. Businesses’ communication with customers over emails and phone calls for marketing campaigns, promotions, getting feedback, etc., plays a key role in the growth and success of the business. The challenge for the best business communications is the organization’s phone systems. Cloud Telephony is the best option to upgrade business communications and streamline entire inbound and outbound call operations.
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 minimum human intervention. You will immediately get well organized by switching to it. Cloud Telephony has innovative features, including real-time screens, automated analytics, and remote telephony.
In this article, we highlight the top 10 cloud telephony features to help you understand how to improve your business communications systematically.
Stand-alone Business Number
Cloud Telephony functions through a Virtual Number, which 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 numerous 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. It can be routed to any device you prefer, anywhere without a desk. Landline formatted numbers enable multiple users to dial calls from a single number at the front end at a specific time. You can even mask the customer number and create one identity for your company.
Real-time Screen
This is an extraordinary feature of Cloud Telephony, ensuring 100% call quality and helping companies monitor employees’ activities and performance. Your managers need not be at their team desk to monitor their performance or to check call quality. All they have to do is spot on the screen leisurely from their desk and check on their team activities, whether in a call conversation, dis-positioning a call, dialing a customer call, or on a break.
The real-time monitoring tools like Barge, Snoop, and Whisper options are readily available for the managers or team leaders to join in an ongoing call to listen or to listen and talk to the employee alone without being heard by the customer or to get involved in conversion with the customer and the employee. These will help you to check call quality or to intervene in a call to help employees handle a difficult customer or stop false promises being made to the customers on the go.
Agent CTI
What good if the innovative technologies bought into your business are not user-friendly? Cloud phone features a user platform with an integrated dialer for performing outbound calls and allows receiving incoming calls effortlessly through Agent CTI. Also, enables CRM integrations to view the customer information in a pop-up.
A user-friendly web interface that allows users to work and perform all activities without leaving the platform. Agent CTI can send SMS, draft emails, schedule follow-ups, receive incoming calls, dial an outbound with a click, update call status, write comments, and take a call. This interface keeps up call logs and helps to manage active calls.
Interactive Voice Response System (IVRS)
IVRS provides for easy organization of all inbound calls. It allows customers to reach one-on-one and interact with a computer via voice configuration and DTMF inputs. 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:
- Welcome Message
- Single and Multi-level IVR
- Unlimited Departments
- Intelligent routing system based on skill, language, and time
- Automatic call distribution with round robin, priority, and ring all.
- Queue management – MOH and Queue counter messages
- Generate lead or Generate Sales lead
- Automated responses in the form of SMS to caller, notify user and others
- Automated Email notification to user
Dialers
Dialers are the pioneer objects for automating the dialing process. There are three types of dialers – Preview, Progressive, and Predictive Dialer. Preview Dialer is a manual dialer that connects an outbound call with just 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 and 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.
Sticky Agent
Customer interactions over a phone call or face-to-face are no different. Every time, they would like to connect to the executives they are familiar with. Hence, clicking your customer calls to the agents every time they reach for your business lets them relax that they are on the right track as they have connected to the most likely person who knows their history. This will enhance customer satisfaction and faster resolution rates.
Every time transferring a customer calls to the right executive, knowing their information is not easy, and requiring human support is a hectic process. The process can be automated with the Sticky Agent feature of Cloud Telephony. Every time a customer calls, it ensures they connect to the same agent for all future interactions.
Text to Speech
TTS is a built-in assertive technology tool of Cloud Telephony that uses a computer-generated voice to engage the callers. The audio is readily generated with a text script, and the spoken version is automatically updated. It can be single TTS across multiple contacts or dynamic TTS for every individual contact, minimizing human workload and simultaneously providing personalized service.
There is always an open option for businesses to upload a recorded human voice.
Call Analytics
Detailed call analytics is the biggest asset for businesses to understand where they are. Cloud phone system features an extraordinary offering in the form of reports and analytics. It gives you a clear view of call details, agent call logs, dropped calls, connected calls, answered calls, etc., with a comparison of campaigns and lists- which will help you to estimate the agent calls and monitor individual agent performance. A caller database automatically generated can be integrated into any CRM hassle-free.
Custom Dashboards
This feature enables you to monitor agent performance and 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 resolutions. You can create and visualize the insights via analysis the way you want and make accurate decisions.
Cloud Telephony Integrations
Maintaining customer calls, support tickets, lead information, etc., on different platforms will compound 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 integrations. Well-defined APIs integrate your phone system across channels, making it look simple. APIs can pull the information from your CRM, ERP, help desk, or other tools and exhibit information for the agents as a pop-up. It can push the required call details, recordings, and call analytics back to other applications, ensuring no data is lost during the transition.
Our exploration of the top 10 features of cloud telephony shows that this technology is a beacon of innovation in the modern business landscape. With its remarkable flexibility, cost-effectiveness, and scalability, cloud telephony has become an invaluable asset for companies of all sizes. The seamless integration into existing communication systems and the wealth of analytics tools empower organizations to make informed decisions and elevate customer interactions. Furthermore, its global reach and robust disaster recovery capabilities guarantee business continuity. Cloud telephony isn’t just a communication solution; it’s a transformational force, revolutionizing how we connect, serve, and succeed in the digital era.
