Effective communication is the best means to ensure a good working relationship with customers as well as within the organization. Timely communication eases the processes, ensures a smooth workflow and forges 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 phone systems an organization uses. Cloud Telephony is the best option for you to upgrade the business communications and to streamline entire inbound and outbound calls 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 comes with innovative features including the real-time screens, automated analytics and remote telephony.
In this article, we highlight the top 10 features of Cloud Telephony to help you understand how best you can bring systematic improvements to your business communications.
Stand-alone Business Number
Cloud Telephony functions through a Virtual Number which is 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 multiple calls, 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 and can be routed to any device of your preference anywhere without a desk. Landline formatted number allows multiple users to dial calls from a single number at the front end at a specific point of time. You can even mask the customer number and create one identity for your company.
This is an extraordinary feature of Cloud Telephony which will ensure 100% call quality and help companies to keep an eye on employee’s activities and their 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 to spot on the screen leisurely from their desk and check on their team activities, whether they are 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 to 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 in handling a difficult customer or to stop false promises being made to the customers on the go.
What good, if the innovative technologies bought into your business not user-friendly? Thanks to Cloud Telephony! One such a feature of a user platform that comes with an integrated dialer for performing outbound calls and allows receiving incoming calls effortlessly is Agent CTI. Also, enables CRM integrations to view the customer information in a pop-up.
A user-friendly web interface which allows users to work and perform all activities without leaving the platform. Agent CTI is equipped to send SMS, draft email, schedule follow up, receive an incoming call, dial an outbound with a click, update call status, write comments, take a con-call and call transferring. 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, interact with a computer via voice configuration and DTMF inputs. With which the callers are provisioned to route themselves through an intelligent routing system based on their convenience.
The following are the IVR features which 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 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 which connects an outbound call with just a click of a button. Progressive and Predictive dialers are automated dialers wherein with a contact list upload, automatically blasts the call by dialer the caller numbers looping in agents for a conversation. The former will progress the calls one after the other whereas the later allows you to set call ratios.
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 connecting your customer calls to the agents every single time they call for your business allows them to 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 call to the right executive, knowing their information is not easy and requiring human support to do this, is a hectic process. The whole process can be automated with Sticky Agent feature of Cloud Telephony. It ensures every time a customer calls, the call gets connected to the same agent for all future interactions.
Text to Speech
TTS is a built-in assertive technology tool of Cloud Telephony which uses a computer-generated voice for engaging the callers. The audio is readily generated with a text script and spoken version is automatically updated. It can be single TTS across multiple contacts or dynamic TTS for every individual contact minimizing human workload and at the same time provides personalized service.
There is always an open option for businesses to upload a recorded human voice.
Detailed call analytics is the biggest asset for businesses to understand where they are. Cloud telephony provides 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. Caller database that is automatically generated which can be integrated into any CRM hassle freely.
This feature enables you to monitor agent performance and monitor metrics on the go. All you 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 Cloud Telephony solution is the integrations. Well defined API’s integrates your phone system across channels making it look like a simple affair. API’s can pull the information from your CRM, ERP, help desk or other tools and exhibit information for the agents in the form of a pop-up. And it can push the required call details, recordings and call analytics back to other application ensuring no data is being lost in the transition.