An In-Depth Look at Cloud Telephony for Business Edge

· 5 min read
What is cloud telephony and how can it help businesses?
What is Cloud Telephony

Welcome to the heartbeat of modern communication, where the whispers of innovation echo through the corridors of connectivity. In a world pulsating with digital advancements, the spotlight is on a transformative force: cloud telephony.

Picture this – a symphony of seamless conversations, untethered from the constraints of traditional telephony. As businesses weave their narratives in the digital fabric, understanding the nuances of cloud telephony becomes paramount.

Join us on a journey beyond the jargon, where we unravel the tapestry of cloud telephony, exploring its inner workings, the game-changing benefits it brings, and, most crucially, the compass to navigate the landscape and choose the telephony solution provider tailored to orchestrate your unique business symphony.

So, buckle up as we embark on a human-centric exploration, leaving no byte unturned in the realm of cloud telephony.

What is Cloud Telephony?

In simple terms, it is a calling system on the cloud. Cloud telephony replaces traditional phone lines and hardware calling devices by hosting your phone on the internet.

It shifts the reliability from bulky, traditional telephone lines to data networks and servers for call management. The former comes with physical telephone lines. The latter uses a Voice over Internet Protocol (VoIP) technology converting the voice into digital signals that are then transmitted over the Internet.

What is Cloud Telephony?

Cloud Telephony is a form of Unified Communications as a Service (UCaaS). It implies that they bring various communication and collaboration tools together in one place. The magic of cloud telephony does not end with shifting your calls to the cloud.

You can also connect multiple touchpoints like instant messaging, video meetings, and CRM with these calls.

Using cloud telephony eliminates the hassle and additional expenditure required for infrastructure setup. Businesses can make corporate communications scalable, flexible, and dependable by shifting them to the cloud.

Using a cloud telephony service, one can make calls from any system that has an internet connection. The cost of purchasing and maintaining hardware such as physical telephones and switchboard operators can be saved.

How does Cloud Telephony Work?

A Cloud telephony service works similar to that of traditional phone lines. The voice of the caller is sent through the internet as data packets. The Voice over Internet Protocol (VoIP) converts the voice into data packets and then reconverts them back into analog signals for the receiver to hear.

How does Cloud Telephony work?

Instead of getting a landline connection, phones are plugged into the existing business network. Instead of physical phones, certain businesses have made the shift to online ones or an application installed in a system. The calls go from a modem.

All data related to calls will be available on a dashboard. This makes it easy for businesses to have full control over call logs, call forwarding, adding new callers, and much more.

Benefits of Cloud Telephony

Investing in good cloud telephony integrations can provide many benefits to your business.

The way businesses operate has undergone a drastic change over time. There is no longer a dedicated phone room. The pandemic forced everyone to go digital and cloud telephony solutions came to the rescue of both B2B and B2C businesses.

64% of businesses believe that their customers should have the option to converse with an agent directly. To that effect, 74% of companies cite Cloud Telephony systems as a top investment priority.

Benefits of Cloud Telephony
  1. Easy Implementation

Implementing a cloud telephony solution comes with a major advantage of doing away with investing resources in infrastructure. There is no on-site set-up cost.

Businesses no longer have to wait for technicians to install phone lines and hire someone to maintain them. There would be no waiting time.

Get instant access to virtual numbers and dashboards to get full access and monitor all call-related activities.

2. Lower Call Operation Costs

Businesses generally operate across multiple regions and time zones. With cloud telephony solutions there is no need to employ different people to cover all shifts.

Smart call routing and bulk SMS features that come with cloud telephony integrations allow businesses to deliver personalized messages to customers anytime and anywhere.

When businesses use cloud telephony integrations with a good CRM, the leads get automatically captured without any extra expense. All these features come at no additional cost.

CRm with in-built Cloud Telephony

3. Get the Latest Calling Features

Cloud telephony service providers also provide advanced calling features that allow teams to work smarter. It takes care of resource-intensive manual tasks, allowing sales reps to focus more on the prospects.

Interactive Voice Response (IVR) enhances customer satisfaction by making the conversation more engaging. Smart call routing ensures the call reaches the right agent as predefined in the system. The click2call feature makes it possible to connect with customers in seconds.

This helps reduce the time needed to reach out to customers and establish the first contact. Reduced response time is a huge contributor to high customer satisfaction scores.

Toll-free numbers allow customers to reach out to businesses at no cost. Calls are recorded so that they can be analyzed later to monitor the performance of the sales agent and also to study customer requirements.

4. Flexibility and Scalability

As businesses grow, bulk orders and queries start pouring in. To deliver a seamless customer experience it is important to have a scalable calling solution. Cloud telephony allows businesses to adapt to changing market needs most cost-effectively.

Being only scalable will not suffice. One of the benefits of cloud telephony is that it is also flexible. Allowing users to call from anywhere with just an internet-connected device, cloud telephony solutions have changed the way business is done.

They are a boon in disguise for companies that operate in a completely remote setting.

5. Increased Productivity

The call recording and call log feature that come with cloud telephony integrations ensure sales representatives pay extra attention to constantly improve their work. When used with a CRM, businesses can generate reports on the number of calls made in a specified time and track the productivity of the team as well as individuals.

The call recording feature can help sales reps go back and analyze areas of improvement while pitching the product and handling customer queries. Having various forms of communication on a single platform reduces the need to switch between multiple tools and also contributes to increased efficiency.

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Conclusion

To gain a competitive advantage in the present business landscape, one can no longer ignore the importance of thinking about the customer first.

In a growing business, representatives handle hundreds of calls in a day. Without the help of solutions like cloud telephony integrations, it becomes difficult to cater to all calls. This can lead to lost leads and revenue leakages.

Corefactors CRM comes with in-built cloud telephony service and IVR to provide stellar customer experience throughout their journey with the business.