How Cloud Telephony Can Solve Business Challenges?
In today’s time, every company wants those telephony solutions, which can make the process of business communication better. Cloud telephony services have become businesses first choice as it ensures smooth and uninterrupted communication throughout the customer journey.
Not only this, it is the most reliable resource to solve business challenges like additional hardware costs, mobility restrictions, and the lack of data sharing.
Cloud telephony services offer the best ways of communication and can elevate your business growth to a higher level. Cloud hosted phone system has advanced communication features like music on hold, call conferencing, call forwarding, call parking, click to call, and more that differentiates it from the traditional phone system.
Gartner predicts that “through 2020, cloud adoption strategies will influence more than 50 percent of IT outsourcing deals.”
Also, the cloud phone system has the ability to scale business operations up and down according to different needs. Cloud telephony is an asset for every business size and type; it doesn’t matter what niche businesses are in. Everyone can leverage this technology and can overcome business challenges.
Here we have discussed few business challenges that cloud telephony systems can solve. Let’s find out how?
Challenge 1: Lack of Customer Support
Good customer service is a competitive factor in the business industry. But ensuring outstanding customer service is a big challenge as agents find a lot of communication issues while serving to customers.
These issues can be easily resolved if you use the right communication solution in your business. Advanced communication solution i.e., cloud telephony, provides robust features like answering machine detection, predictive dialing, automatic script, etc. that saves agents time, make them more productive and helps to overcome customer support challenges.
Cloud telephony services have eliminated all bottlenecks from the communication process and become the popular face of business communication.
Challenge 2: Limited Business Reach
Traditional phone systems are location dependent. You can’t make and receive calls if you are not within the call center premises. Also, businesses face challenges when they deal in different regions and countries. This factor limits you to reach customers globally.
The cloud telephone system gives you the ability to make and receive calls anytime, anywhere. You don’t need to worry about your business is physically present somewhere or not. You just need a softphone and cloud telephony services to interact with customers regardless of location.
Challenge 3: Less Call Privacy
With a traditional phone system, phone numbers are being misused by the employees as well as by the customers. When cloud telephony comes in place, all the phone numbers are secured as it provides a number masking feature.
In this, neither the agent nor the customer can see each other’s number, which means both agents & callers can talk to each other without accessing other’s contact number.
Challenge 4: Higher Business Cost
Earlier, call rates were higher. Businesses had to pay a great amount of money for calling operations. Also, the need to install new hardware and maintaining the computer system was a tough task.
Cloud telephony services ensure smooth communication within the budget. These systems offer flexible pricing plans like “pay as you go” plans, in which businesses have to pay only for their usage. Also, you do not need to worry about system upgrades and maintenance; the third-party service provider takes care of it.
Cloud telephony doesn’t require huge capital investment like the traditional telephone system. Businesses can boost their ROI by implementing cloud telephony services.
Challenge 5: Missing Call Analytics
In the cloud telephony system, you get detailed call information that is not present in the traditional phone system. Hosted telephony services generate detailed call reports of each agent that includes total calls, average call time, number of calls handled, and missed calls. This data helps analyze agents’ performances without putting much effort into creating reports.
With these reports, you can find an area of improvement and can improve customer service operations.
Challenge 6: Less Productive Agents
In manual dialing, agents’ lot of time gets wasted as they have to wait for getting connected with customers. If calls go unanswered, busy, DND number, then it increases agents’ idle time. Whereas cloud telephony has the feature of predictive dialing that eliminates the agents’ idle time and increases agents’ productivity to a great extent.
In predictive dialing mode, dialer places multiple calls parallelly and connects agents only when a human voice answers a call. With cloud telephony solutions, agents become more capable of handling customers’ call efficiently.
Challenge 7: Low Brand Image
Nowadays, customers are more tech-savvy. When they face any difficulty or want to know more about any product & service, they contact businesses. That’s the reason businesses receive massive calls from customers, and they lack in delivering good customer service.
Advanced communication solutions like cloud telephony reduce this problem as it ensures robust features like call queue, music on hold, IVR.
Interactive Voice Response (IVR) enables callers to get routed to their desired destinations without the intervention of human agents. Also, through IVR, you can automate basic callers’ queries so that agents can handle more complex issues. Music on hold feature helps to engage caller when he/she is put on hold or waiting in a call queue.
Challenge 8: Limited Data Security
In any business, there should be a data backup plan because, in case of disaster and data breach, you may lose your important data. The traditional telephone system can’t guarantee your data privacy and data security.
However, in the case of cloud telephony, you don’t have to worry about any security and disaster threats. Cloud platform ensures advanced firewalls, strong encryption techniques, and multiple antiviruses that secure your data from attackers.
As, cloud phone system is hosted over the cloud, and all important data is available in the cloud, to which you can access anytime, anywhere.
It is hard to find a communication solution that can fulfil all business demands and also fits the budget. Cloud telephony is one of them. It is a feasible communication solution that can resolve all business challenges and provides new opportunities for business growth.
If you want to break all communication barriers, then implement cloud phone services in your business and leverage various benefits.