Technological advancements are a never-ending process that keeps every firm on its toes. And the arrival of the “cloud” in the communication sector is one such revolution.
Before cloud telephony, every company had to hire its own IT staff to manage the tangle of cables and devices. This was done to ensure flawless communication both inside and outside the company.
These wires, hardware, and software became outdated when technological developments began to cap the industry. However, with the advent of the cloud, a company doesn’t have to spend money on installation, IT employees, and system maintenance.
Businesses, as users of cloud telephony services, just require an interface to connect to the telephone server to get started.
Table of contents
What Is The Process Of Cloud Telephony?
5 Myths about Cloud Telephony Busted
Features of Cloud Telephony Solution
How Can You Maximize the Benefits of Your Cloud Telephony System
What Benefits does CRM with built-in cloud telephony provide?
Ways in which Cloud Telephony and CRM Integration can Assist Your Company
What is it about cloud telephony that is making it so popular in India?
How does cloud telephony benefit Indian businesses?
How Can Cloud Telephony Assist India in Closing the Technology Gap?
How Cloud Telephony will help India catch up with the rest of the world in terms of technology
Cloud Telephony: A Blessing or a Curse?
Is Cloud Telephony Beneficial to Every Company?
Government Agencies and Cloud Telephony to Fight COVID-19
Cloud telephony and Artificial Intelligence
Best IVR Service Providers in India
What is Cloud Telephony?
Cloud telephony is a method where communication devices are managed on the internet. Customers can access this service via the Internet. Customers can also connect with this cloud-hosted system through a web interface.
With cloud telephony, businesses only need to notify their service providers of any such changes. Everything else is handled automatically.
Cloud telephony is also known as hosted telephony or cloud communication. Call recording, IVR, integrated reporting, number masking, and other features of cloud telephony services are among the most appealing.
What Is The Process Of Cloud Telephony?
A VoIP/VoIP system is used in cloud telephony. With a cloud phone system, your voice is sent over the Internet instead of through a landline.
By converting voice signals into digital packets, VoIP technology is capable of transferring them over the Internet. The voice signals are then converted back into analog form at the destination to be heard.
Let’s check out how cloud telephony handles incoming and outgoing calls.
Calls Received via Cloud Telephony: How Does It Work?
A significant share of cloud telephony services used in India is both inbound and outbound. Find out more about inbound calls. Please continue reading.
- Incoming calls are directed to a published number. Usually, the published numbers are virtual numbers that you can advertise in campaigns like missed call marketing.
- Next, the customer’s call will be routed through PRI lines to your number when they call these published numbers. The advanced features of cloud telephony allow you to define the rules for directing phone calls. You can also apply call distribution rules to a CRM integration using cloud telephony.
- After listening to the IVR message (if chosen), the call gets forwarded to the pre-defined Agent numbers. Those may be landline numbers or mobile numbers for members of your team.
- Finally, an SMS notification will be sent to you after the call, and the call gets recorded.
Outgoing calls and cloud telephony – how does it work?
Dialers or integrated sales and marketing CRMs are used to make outgoing calls. Here is how cloud telephony works for outgoing calls;
● By simply clicking on an icon on your CRM, your agents can dial your customers.
● The CRM sends an API request to the cloud servers.
● Upon connecting, the server will contact the agent, who will then contact the customer.
● The bridged calls are made as soon as the customers’ answer.
5 Myths about Cloud Telephony Busted
The following are five common myths or misconceptions concerning cloud telephony:
Myth 1: Cyber-attacks and a Fussy Environment
It’s often assumed that cloud telephony is associated with a higher risk of a data breach. Small firms believe cloud services will be expensive. Furthermore, the mere existence of the entire system produces a sense of panic among clients.
Fact
To ensure data security, service providers use strong encryption and firewall technologies. It also aids in deflecting any external attack. Although the number of validation layers has increased, the security has improved dramatically.
The data from the GPS and browser is saved. Anyone who wants to use the cloud must sign in first. ISO and NASSCOM certifications are common among service providers.
Myth 2: Stubborn and Strict Regulations
Most companies assume that using a traditional phone is simple. The use of cloud services necessitates adherence to tight guidelines. To use cloud services, you must purchase new phone numbers, which makes the procedure cumbersome.
Fact
The majority of cloud telephony companies handle regulatory compliance on their own. It is unnecessary for the company to be concerned about it. By taking care of the requirements, the providers make it easier for businesses to develop abroad. To save you time and effort, service providers also provide a multi-channel platform.
Myth 3: Firm Disruption and a Large IT Team
It is assumed that adopting a new technology requires the disruption of an existing business. This could hurt the company’s revenue. For cloud telephony to perform smoothly, a huge IT team must also be on its toes.
Fact
The majority of service providers send the necessary information by email. The pre-specified phones are then installed and connected to the LAN. In certain circumstances, this can be completed in as little as a few hours.
Some cloud telephony companies make it possible to activate the cloud service with just a few mouse clicks. There is no necessity for any extra software or hardware. It is not even necessary to have a large IT crew. All technical issues can be handled by the service providers themselves.
Myth 4: Updates are costly
It is often assumed that cloud services necessitate a significant investment in infrastructure and updates. The business’s expansion is also affected.
Fact
Cloud telephony services are designed to save money. The cloud can be connected to existing phone lines. This reduces the hassle and eliminates the need for additional staff. It enables the company to eliminate services that it no longer requires.
It saves the company money by avoiding costly updates. It also ensures that you only pay for what you use. Updates aren’t that expensive either as the service providers take care of them.
Myth 5: Problems are difficult to resolve
Most people feel that fixing a problem takes a long time. It may be tough for the organization to reach out to cloud telephony providers during odd hours.
Fact
Support is available 24 hours a day, seven days a week from cloud telephony providers. They are always willing to assist businesses in whatever manner they can. At any time, the company can ask them to fix any issue that they are facing.
Features of Cloud Telephony Solution
Cloud telephony solutions have many important features. Below are a few popular ones.
Virtual number
A virtual number, also known as a Stand-alone Business Number. It is a cloud-based number that allows businesses to communicate with customers more seamlessly.
It routes incoming calls to available agents and allows callers to connect with them fast. They can quickly get their complaints addressed by a representative from the company.
Toll–free number
With a toll-free number, you’ll be able to receive numerous calls. Not only this you can also, leave voicemails, send automatic responses, listen to call records, check call information, and more.
It’s a simple-to-remember, free company contact number that begins with the digits 1800. It allows customers to make free phone calls and engage with the company immediately. It also aids in the discovery of new markets and the optimization of marketing strategies.
Interactive Voice Response/IVR Solution
Call management is automated with interactive voice response technology. It begins by greeting guests with a customized greeting and providing self-help menus. The solution provides a personalized experience for callers in this way.
Furthermore, it features multi-level menus for self-help. All inbound calls may be easily managed with IVRS. It allows clients to speak with a representative directly. It also helps one engage with a computer using voice commands and DTMF inputs.
Callers are given the option of routing themselves through an intelligent routing system depending on their preferences. The aspects of IVR that have become a critical part of a successful business are as follows:
- Greetings and thank you messages.
- A single and multi-level IVR.
- There are no limits to the number of departments you can create.
- Based on expertise, language, and time, an intelligent routing system has been developed.
- Round-robin, priority, and ring-all call distribution are all options for automatic call distribution.
- MOH and Queue counter messages are two examples of queue management.
- Produce a sales lead.
- Automated responses, such as sending an SMS to the caller, notifying the user, and so on.
- Email notification to the user is sent automatically.
Number Masking
It’s a cutting-edge data security solution that allows for smooth communication. Businesses can facilitate a secure conversation between their employees and customers by using a number masking service. By assigning a separate virtual number to both parties, they can easily maintain their users’ privacy.
Missed Call
A missed call service helps enterprises to respond back to their customers who gave missed calls to their business numbers. An automatic dialer connects the target audience with a voice bot, an automated IVR message, or a live agent.
A missed call service is capable of a wide range of benefits. These benefits include increased lead generation, marketing expansion, a more engaging campaign, and easy CRM integration.
Automated Outbound Calling
The solution is a sophisticated communication system that allows callers to be reached more quickly. It helps to tell the target audience about product launches, special deals, and other promotional offers. This is done by recording the conversation without human supervision. It aids in informing, educating, and persuading people to purchase from the company.
Dialers
Contact center agents use the CRM dialer to dial telephone numbers and connect answered calls to the contact center. This allows them to obtain more leads and revenue.
A CRM without a dialler could result in sales loss. You can work more efficiently with dialer systems. With the help of a CRM dialer, you can improve your sales by investing in different dialing modes.
Preview, Progressive, and Predictive Dialers are the three types of dialers. The Preview Dialer is a manual dialer that connects an outbound call with a single button press.
After receiving a contact list upload, progressive and predictive dialers will automatically make calls by contacting agents for a chat. The former will sequentially advance the calls, whilst the latter allows you to define call ratios.
Click-to-call
Click-to-call service lets your customers connect with an executive agent by phone. Additionally, it is called click-to-dial or click-to-talk.
Click-to-call service is changing the way customers communicate. Your website can help you deliver exceptional customer service, increase conversions, and enhance customer satisfaction. It also helps businesses in saving money and increasing returns, etc.
Call Analytics
Your company can only expand and prosper if you have good data. It allows you to discover where you have space for improvement as well as where you excel.
Phone call analytics assist you in obtaining this information. It can be used for tracking, collecting, analyzing, and reporting on phone calls. This data allows you to discover more about the caller’s path as well as numerous call insights. Call analytics can provide vital marketing metrics to businesses.
To see whether campaigns are successful, you can track specific key performance indicators to establish a call source. This data can also assist businesses in maximizing their return on investment.
Call Recording
The quality of your customer interactions is essential to sustaining and developing your customer base. Audio from your calls is captured using call recording software. They are the most effective note-taking methods available. Managers can use client calls as re-training tools by reviewing them.
Custom Dashboards
This function allows you to keep track of callers’ performance and stats while on the go. All you have to do is drag and drop data across all potential places to acquire useful insights. You can produce and visualize insights in any way you desire using analysis, and make informed judgments as a result.
Cloud Telephony Integrations
Maintaining customer calls, support tickets, lead information, and other business data across many platforms will complicate your operations. The only way to access customer information is to combine all systems and create a standalone interface.
The API connectors are the best feature of the cloud telephony system. APIs that are well-defined integrate your phone system across channels, making it appear to be a simple process.
Your CRM, ERP, help desk and other systems can pull data through APIs. The data is then displayed in the form of a pop-up for your agents. It may also easily transmit essential call details, call recordings, and call statistics back to other apps. This ensures that no data is lost during the process.
Agent CTI
Cloud telephony services are simple to use. It includes an integrated dialer for making outgoing calls. It also has the ability for an agent to receive incoming calls with ease. The simple interface of Agent CTI allows users to complete tasks without having to leave the platform.
Agent CTI can send SMS, generate emails, schedule follow-ups, receive incoming calls, and dial outgoing calls with a single click. The agents can use this interface to update call status, write comments, take a conference call, and transfer calls. This interface manages active calls and keeps track of call records.
By using Agent CTI, agents can perform all call-related tasks on their computers or directly from their dashboards. Contact centers typically use this technology.
Agent CTI allows users to manage voluminous calls effectively and streamline communication possibilities for better sales through a single interface.
Using a data-driven approach as regards the transparency of customers’ call history, agents can go beyond attending and making calls. Agent CTI is a way of running a Call center intellectually since it anticipates the future growth of an organization.
Call forwarding
Incoming calls can be forwarded to any desk phone, mobile device, or department in your company. This will only secure your number. Call forwarding can also be set up according to business hours or holidays.
The call forwarding feature routes calls to another telephone by routing them from one place to another. Virtual call forwarding is easily set up on cloud-based software, which allows organizations to manage different locations with one system.
Additionally, call forwarding allows customers to redirect calls. It also can be used to consolidate service providers.
How can you maximize the Benefits of your Cloud Telephony System?
Your cloud telephony system brings a lot of benefits to your business. By leveraging the power of the cloud, you can improve the way you do business while also saving money. But in order to get the most out of your telephony system, you need to maximize the benefits it provides. Here are ways to do it;
1. Determine the requirement: Inbound vs. Outbound
While customer satisfaction is the ultimate goal of every sensible organization, the methods for achieving it vary widely. A majority of customers would talk with a real person on the phone when faced with a crisis.
This demonstrates the importance of telephone communication in retaining customers. Let’s dig deeper into the requirement for cloud telephony and how to spot it now that we’ve covered the basics. Inbound, outbound, SMS alerts, missed call services, IVR systems, etc provide a complete communication suite for your enterprise.
Here are some questions to ask;
• What is the purpose of this service?
• What are our objectives?
• Is the mission of our company aligned with the service’s objectives?
• How will we measure its success or effectiveness?
These responses will serve as a useful template for the long-term growth of the services. It can also help in measuring their business impact.
2. Choose the Best Vendor
There are over a thousand cloud telephony providers. Here is a checklist that you should consider before choosing the best vendor;
- Does your service provider allow you to record calls?
- Is there SMS included in the services chosen?
- How will the API integration be implemented?
- Do you have a strong support team?
Call prices, delivery time and costs, and additional features are the remaining things to consider.
3. Personalization Possibilities
A cloud telephony setup is often simple. It would be wonderful if you could make it even more unique. Does that sound like a dream? Yes, it is a solution that can be tailor-made to meet your specific business needs.
We exist in a society where everyone wants things done “their way,” so personalization is inevitable.
Consumers today expect to be able to customize almost everything to their liking. Smart companies use personalization to offer an unequaled, special solution for their customers. The same may be said for cloud telephony providers’ products and services. You can record your IVR messages, curate SMS templates, and build custom reports with parameters that you specify.
4. Ease of use Potential
In, a nutshell, ease of use refers to how well a solution handles more work, or how well it can scale. It is an important aspect to consider while evaluating your program. Meanwhile, ease of use isn’t always obvious right away, which is why it is often overlooked during the planning phase.
In spite of this, expansion is inevitable. It is dependent upon the software’s ability to handle increasing amounts of data and users. You might lose the quality of your customer service if your telephonic solutions are unable to accommodate growing market demands. All of this leads to strained consumer relationships and a sour brand image.
You won’t have to worry about volatile market trends if you choose cloud solutions because of their ease of use. Whether it’s changing customer preferences or expanding demand, the cloud has you covered!
Depending on the market, you can simply scale up or down. It’s an important consideration to make while setting up your modern telecom system.
5. Scope of Integration
Integrations are an excellent approach to gaining a competitive advantage. They allow you to obtain all pertinent information in one location while also ensuring correctness. Routine tasks are automated, freeing up time to focus on more important duties.
Systems that can “speak” to each other and communicate data in real-time benefit from integration. These facts feed cloud technology, which can be effectively used by careful use of integration capabilities.
As a result, always look for maximum integration possibilities when setting up your communication solutions. This would allow for an unrestricted flow of data and seamless movement between crucial sectors.
Are you familiar with the concept of inbound marketing? If not yet, then you might want to read the latest blog post on what inbound marketing is? Find out everything you need to know.
What Benefits does CRM with built-in cloud telephony provide?
CRM with built-in cloud telephony offers many benefits. Here are some of the primary benefits in terms of client retention and productivity:
1. Dialer for Sales
The sales dialer increases the productivity of your sales staff by decreasing manual time and abolishing human mistakes during sales calls. In general, it automates the dialing operations to assist you to streamline your outbound communication.
2. Calls Made at the Same Time (Group Ringing)
The first step to setting up your virtual phone system is to define how your calls will be routed. Incoming calls are routed to a group of telephone lines when they are received by a phone group.
According to predefined distribution rules, each agent in a call group will receive calls to their direct lines. An IVR option can be selected or you can dial a specific number to reach each call group.
Group ringing reduces response time and can improve customer service.
3. Consecutive Calls
When your agents are busy, you can automatically route incoming calls to a specific number. The consecutive calls function ensures that you never miss a call from a consumer and that their concerns are addressed.
4. Personalized greetings
Prerecorded welcome messages improve your clients’ calling experience. You may also make your consumers feel valued and at ease during calls by using tailor-made greetings.
Ways in which Cloud Telephony and CRM Integration can Assist Your Company
Cloud telephone-CRM integration does add a layer of functionality that facilitates quick and efficient customer service. Let’s look at how firms can achieve success and maximize earnings by using these powerful technical solutions:
1. Beneficial Business tracking
Businesses that rely on complex approaches to satisfy consumers and generate leads suffer from manual call management systems. Hence automation is undoubtedly the way to a great customer experience, particularly in this digital age.
Integrating CRM software with cloud telephony provides unique features that allow you to track data from several sources. Based on the customer’s choices, automated calls can be scheduled using IVR technology.
There is no need for following up with customers regularly. Agents can access call details, voicemails, texts, recordings, notes, previous discussions, or anything else saved in the cloud database.
2. Customer Intelligence
The CRM system stores practically every piece of information about customers. The data can comprise their name, address, company name, email, phone number, and call recording. These statistics are essential for the marketing department to assist the sales team in lead generation and conversion.
With such a detailed customer log, a business may examine trending client trends and habits. Furthermore, the marketing staff can assess different techniques and gauge client satisfaction using call data integrated into your business phone system. CRM data can ultimately boost customer satisfaction by promoting data-driven improvements rather than a single consumer’s perspective.
3. Provide a Unique Customer Experience
Integrating cloud telephony with CRM speeds up the call handling process by providing precise information on all incoming calls. It also allows for a lot of personalization.
You can modify the welcome and voicemail messages. Integrated customer care through social media, live chat, email, etc can be provided too. Agents can examine troubleshooting histories and past support cases thanks to CRM connectivity. As a result, the exchange procedure is faster, the wait time is lower, and customer satisfaction is higher.
4. Improve the Method for Managing Leads
You’ll be able to access more leads and prevent lead leakage by integrating your call solutions with a CRM. A solid CRM program will allow you to assign tasks to your staff. It can also send automatic reminders for follow-ups, ensuring that you don’t lose the lead.
CRM allows one to;
• Handle prospects,
• Provide useful information over the phone, and
• Understand their background and preferences.
5. Boost Productivity
Cloud telephony – CRM integration allows you to keep track of both your customers and your internal operations. You’ll be able to keep track of your agent’s status as well as their performance using the admin features.
By removing the need for agents to switch between CRM and cloud phone platforms, the integration also improves agent performance. The laborious process of searching for a customer contact page, finding old tickets, and enquiring about previous contacts can be avoided.
What is it about Cloud Telephony that is making it so popular in India?
Cloud telephony is being widely adopted in India. The following are some of the reasons why cloud telephony is becoming more popular in India:
• Quicker Setup- Because no special infrastructure is required, cloud telephony solutions may be set up in less time. The solutions provide access to a variety of premium call center services at a fraction of the cost. This assures greater output even for small businesses.
• Ability in Management – Cloud telephony solutions are extremely scalable.
• Agent mobility – The technology enables agents to work from numerous places while remaining conveniently available. The anytime, anywhere approach followed allows your company to open offices in multiple locations and hire agents without spending a fortune. It also helps during remote working situations, for the field sales teams, etc.
• AI-enabled — Cloud Telephony converts traditional call center operations into call center 2.0. It enables intelligent features such as chatbots that adapt to consumers’ instant demands.
• Highly Personalized – When it comes to application and use cases, cloud software solutions are extremely adaptable. The program can be customized to fit your company’s and industry’s specific needs.
In order to reap the benefits of cloud telephony, you should first find the right technology partner, and you are here. You should consider Office24by7 as your partner for cloud telephony.
Is cloud telephony a blessing or a curse?
It is clear that cloud telephony is here to stay. There are also a slew of new service providers coming into the market globally and in India.
The benefits of cloud telephony outweigh the costs of operating a traditional telephony system. It does not require miles of wire through Main Distribution Frames (MDFs), specialist hardware, or dedicated in-house monitoring.
To manage your telecom resources, you don’t require human assistance. You can also use cloud telephony to create custom call flows with IVRs to aid in correct call routing. Another important component in the success of cloud telephony is mobility.
You can access your cloud telephony system from any location on the planet. Signing up is all it takes! No matter if it is busy during peak hours or not, any number of calls can be handled simultaneously.
Cloud telephony’s applications are far beyond limited to enterprises. Cloud telephony can be used by anyone who owns a website or an IT application.
What is its purpose? A completely dependable, built-to-order, low-cost, and highly efficient computerized telephony system that can handle any number of calls. It can also provide the benefit of mobility with minimal monitoring.
Since the introduction of cloud telephony in the Indian industry, many SaaS providers have entered the market. This has brought a slew of new creative features and enhancements to the technology.
Cloud telephony will undoubtedly pique the interest of the country’s SMEs and SMBs. Even small businesses can benefit. Setting up a competent business communication channel is as simple as registering, buying a phone number, and receiving calls.
So, cloud telephony is finally gaining traction in India, and it holds a lot of promise. Indeed cloud telephony is a blessing. Cloud telephony is going to become the next big thing in the telecom industry.
Is Cloud Telephony Beneficial to Every Company?
Customers are important in the telecom industry and they need to be engaged through phone calls. Each interaction is valued to provide excellent customer service.
Every type and size of business is now using cutting-edge communication technologies.
Of note, cloud-based telephony services offer a huge selection of alternatives for maintaining a company’s customer list. They are widely regarded as the future of all businesses’ telephonic services around the world.
Today, most companies are turning to unified communication for the fulfillment of the needs of each client. Additionally, companies want to connect all of their communication channels into a single unified platform that improves customer service.
Cloud-based telephone solutions are easier to implement, operate, and maintain at minimal maintenance expenses, lowering telecom costs. Cloud telephony is popular among businesses that wish to stay in touch with their consumers.
Making or receiving calls or leaving a message is no longer enough. Nowadays it’s all about keeping track of customer calls on a single platform. Cloud telephony was intended to help businesses generate profits and meet their corporate communication demands.
Government Agencies and Cloud Telephony to Fight COVID-19
Businesses and government agencies in India have benefited from cloud telephony. Globally, governmental agencies have found it challenging to deal with the global pandemic. Yet cloud telephony has allowed agencies to effectively deal with Covid-19’s challenges.
Here is a brief discussion of the success story of cloud telephony and more specifically of cloud contact centers.
The remote working environment
Getting rid of public concerns about remote working was made possible by cloud telephony. It is easy to install, and executives can work from any location.
Even during the stressful times of a global pandemic, these governmental members could work remotely and perform their duties diligently.
Communication processes have gotten easier and more convenient thanks to cloud telephony. In this way, the government agencies could easily set up remote working and serve citizens 24 hours a day.
Covid-19
In a crisis like Covid-19, cloud telephony in India enabled public agencies to remain available 24×7. During a situation like Covid-19, people were confused and terrified.
Through cloud telephony, the telecom companies were able to provide correct information to the public. For example information regarding following Covid protocols such as wearing masks, hand hygiene, social distancing, and the consequences.
Massive awareness was generated. As India has a huge population, cloud telephony was the perfect solution to reach the right people at the right time. Public trust in cloud telephony was maintained because it remained connected with the public.
Timely information was also provided by cloud telephony. This included vaccine doses, antigen tests, the RTPC test, information about hospitals, bed availability, etc. It can be said that cloud telephony has saved lives.
Cloud Telephony and Artificial Intelligence
Our everyday lives are filled with texts, automatic email responses, and chatbots using artificial intelligence for communication.
Utilizing artificial intelligence, and seeking its help in managing service calls can be a great idea. This is especially true when companies are short on staff, run a lean model, or have a rapidly expanding customer base.
A chatbot or webchat utilizing artificial intelligence can ease text communications for every company that uses it. AI can also improve voice communications.
AI may not replace humans on the other end of the line. But it can facilitate staff communication queries better.
The process is improved when information and recommendations are provided, call time is reduced, and efficiency is increased. Let us know how cloud telephony can benefit from AI:
Bringing data silos together
Call centers usually have separate executives handling voice calls, text messages, or both. With AI, call transcripts can be created, and a single database of text and voice communications can be maintained.
For customers who interact with different channels over multiple channels, this is especially useful.
It is possible for an agent to review all of the customer’s interactions with the company’s overall channels. These channels include web, app, chat, email, and telephone. This ensures better customer service.
Efficiency & speed
The use of artificial intelligence tools can enable real-time transcription of telephone conversations. We all know that performing a text search is simple, fast, and easy.
An agent can use tools to pick keywords, process mountains of data, and provide prompts for addressing the customer’s issue. By focusing on just listening to the customer, the agent reduces the call time while also establishing a more humane touch.
The majority of organizations maintain a database of frequently occurring issues. They have a system that automatically searches the database for solutions based on the keywords they specify. By using all of this data, AI is simply being trained to ease the agent’s burden.
Taking care of basic requests
Approximately 60% of customer calls are straightforward inquiries, such as tracking an order, resetting a password, etc.
This is the primary reason why an interactive voice response (IVR) system was developed in the first place. There is a series of common requests the customer can choose from, and the request is processed.
Customers can solve repetitive issues faster and easier with AI than with the good old IVR. So the resource is then able to handle more complex issues since his/her time is freed up.
Cloud telephony offers great potential for AI applications. The use of this advantage is straightforward and assures consistently high levels of customer service quality.
Have you read our recent blog post, Call Center Software- Know Everything About It? If not, now is the time!
Best IVR Service Providers in India
It is incredibly challenging to find a suitable IVR Service Provider in India. So, to make things easier for you, we’ve compiled a list of the Best IVR Service Providers in India.
1. Office24by7
Office24by7 is the best IVR service provider in India, and we work with some of the country’s most well-known businesses.
Fundamental Features
1. Call Forwarding: Provide a high-quality call experience to your customers by using an interactive voice response (IVR) system
2.Virtual Number: Many communication issues can be solved using virtual number solutions due to their convenience, being economic, and safe.
3. Multi-level IVR: Using IVR solutions in the business allows you to connect with customers around the clock.
4. Programmable Extensions: Calls are routed to pre-programmed extensions based on DTMF inputs in the best call center IVR system.
- Scheduling or Time-based IVR: IVR messaging and menus can be scheduled on a timely basis to ensure seamless operation. High call volumes can be handled by IVR solutions with multiple language support and routed to the corresponding employee without waiting.
- Voicemail Integration: Your agents can retrieve voice mails left by your callers later by using the automated IVR services.
- Recording Calls: You can record calls between agents and customers with the best IVR software to gain insight and maintain compliance.
- Audio File Upload: The IVR system can be streamlined by uploading .MP3 or WAV files.
- Text-to-Speech: You can boost your team’s efficiency by creating audio files with text-to-speech technology.
- Skills-based or weighted Order Routing: This solution route calls based on agents’ language and skill scores.
- Time-based Routing: Time-based routing uses variables such as agents’ statuses and work hours to determine how calls are routed.
- Priority Routing: Based on priority and other parameters, automated IVR services route calls to the appropriate agents or teams.
- Sticky Agent: IVR call routing services identify customers who have previously spoken to an agent and route their calls to them.
14. Wait Time-based Distribution: IVR routing with wait time-based routing optimizes the caller’s time by managing on-hold calls efficiently.
15. In-Queue Count Message: Callers can get updates on their queue status through an IVR solution for call centers.
16. Music on Hold (MOH): With IVR calling services, play pre-set music to callers on hold and improve customer experience more rapidly.
2. Servetel
One of the most modern cloud telephony IVR service providers in India is Servetel.
Fundamental Features:
- A basic and an advanced IVR-built dashboard.
- A convenient and foolproof dashboard that enables one to choose or select virtual and non-virtual numbers.
- Custom SMS API, Custom On-Hold Music, Multi IVR, personalized IVR, and Automated Outbound Calling.
- A bulk SMS package subscription provision.
- Enablement to send instant outbound calls by voice broadcasting that allows one to connect to your customers.
- Any available user or the right department can be easily assigned by the call routing feature.
- An offering of missed call service for a faster and stress-free campaign.
- A provision of a Toll-Free Number.
3. Exotel
Exotel is one of the best IVR service provider in India that provides interactive voice services.
Fundamental Features:
- A virtual number-creation feature in the dashboard allows one to build on virtual numbers.
- A Toll-Free Number is provided.
- A provision of scripted automated calls.
- Performance & analytics reports
4. My Operator
My Operator is a reputed business that comes with expertise’s benefit.
Fundamental Features:
• A provision of virtual numbers, Toll-Free number
• Analytics report, history, call information, voice mail facility, performance report, etc.
• Supporting features for SSL security, CRM integration, Re-marketing, etc.
Final Thoughts
To summarize, a cloud telephony solution is ideal for any thriving firm that is stuck in a highly competitive industry. Contact Office24by7 today at +91 7097171717 or drop an email at sales@office24by7.com to help your business grow!
CLOUD TELEPHONY – Why Is Everyone Talking About Cloud Telephony?
