Last Updated on December 1, 2023 by Asfa Rasheed
Do you know that cloud telephony can be the answer you are looking for to offer a great customer experience? Does this claim sound exaggerated, or do you find it hard to believe? Well, then this blog is for you. Over the following paragraphs, we will try to spill the beans on cloud telephony and how it can help you offer a great customer experience.
Business Environment and Success Formula
But first, let us reflect on the nature of today’s business environment. The business environment and the competitive landscape require you to offer a great customer experience. You need to understand their wants and needs and resolve their concerns to develop a great relationship with your customer.
Fundamental to this is having timely interactions with customers. You need to be available to customers when they need you. But, how can you possibly remain open to all your customers round the clock, 24*7? How can you ensure that the customer will never get a busy tone while trying to connect with you?
The answer to your questions lies with cloud telephony. Sounds a bit confusing or mind-boggling? So, let’s start with the basics by defining cloud telephony.
Defining Cloud Telephony Solutions
Cloud telephony moves the on premise Private Bench Exchange infrastructure to the cloud. So, the exchange no longer depends or is restricted to a physical location. Moving the telephony system to the cloud means that remote servers will now route your calls.
Additionally, instead of routing to a cell phone or a physical headset, the calls are routed to a virtual number. The routing happens through predetermined rules. So when someone calls, it can be routed to a colleague, multiple devices, or a pre-recorded message based on the situation.
Cloud telephony service providers’
offices have servers through which call routing occurs. The cloud handles the entire telephony system – from session initiation protocol to routing, switching systems, and primary rate interface.
So, the first advantage of having cloud telephony is that you do not have to spend money purchasing, installing, and maintaining a telecom infrastructure at your office. Additionally, since you can access the telecom servers over the internet, it offers you flexibility and freedom.
Advantages of Cloud Telephony Services
In the above section, we talked about only some of the advantages of cloud telephony. But, the advantages do not end here. Listed below are some other attractive cloud telephony benefits.
Mobility and Flexibility Benefits
It is still common to have a phone attached to a particular handset on a desk at work. But, employees do not work in this fashion any longer. Hot desking has become the norm, and employees work from home, office, or other remote locations. Although it is possible to divert calls, it is an extra hassle that requires additional human resources.
The situation has become particularly precarious as Covid-19 forced employees to work from home. However, the solution lies in adopting cloud telephony solutions. The need to connect employees more seamlessly wherever they are can be met using cloud telephony. With cloud-based telephony solutions, it no longer matters whether the team member is in office, at home, or traveling abroad.
With cloud telephony, they can continue using their work number, thus reducing costs and offering undisrupted service to customers.
Adding advanced features
It can be challenging to add new features to an on premise telephony service. But, this is not the case with a cloud telephony solution. The cloud telephony service provider allows you to easily add or remove features. One of the most beneficial features is the ability to use services remotely.
But there are more. The call management service, for instance, allows you to track and monitor calls. Using this feature, you can have an overview of the communications. Several providers also let you dive deeper with advanced analytics.
Some other features include call reporting, call recording, sending bulk messages, handling post-call surveys, scheduling calls, and so on.
Integrating cloud telephony with other communication tools can unlock unprecedented benefits. For instance, this solution can help your sales team collaborate better by sharing contacts and inboxes to better deal with existing clients. It also offers a more direct experience for the employees using it and helps them become more productive.
Resilience and Scalability
Every business goes through ups and downs in the business cycle. Sometimes, they have to recruit extra people to cope with the growth while at other times, they may have to lay off existing resources. Often, they have to simultaneously deal with one team member leaving and another team member joining.
As such, providing a recruit with the necessary equipment can be a challenge. Having extra equipment can also be redundant. However, remotely hosted telephony solutions can address this issue with the telecom infrastructure.
Cloud-based telephony solutions
offer businesses the flexibility and resilience to deal with changing business landscapes, helping them become future-ready.
Impact of Cloud Telephony on Customer Experience
So, now that we have checked out the definition of cloud telephony and looked at some of its advantages, let’s return to the original question. How can cloud telephony services improve customer experience?
In this context, it is vital to reiterate the old adage. The way a business can grow successfully is by keeping customers happy. And the secret to keeping customers happy is to offer a great experience in every interaction. This is what cloud telephony ensures. With remotely-managed telephony services, customers can connect with support from anywhere worldwide.
Since the phone is not connected to a fixed line, the customer can still seek support even if offices are closed. The team can attend to customer concerns from anywhere. This broad networking ensures timely communication and enhances customer satisfaction. Cloud-based telephony solutions also help optimize the sales cycle by decentralizing sales, offering complete control, and providing attention to every lead.
In this ultra-competitive business world, organizations find it hard to survive. Often the secret to survival lies in offering stellar customer service. It is possible to meet this requirement by always responding to customer interactions positively.
The solution that makes this happen is cloud telephony. Cloud telephony solutions can help you offer stellar customer experience and optimize the sales cycle.
Connect now to know more.
Read more: What Is Cloud Computing?