How Can Cloud Telephony Solve Business Challenges

Let’s face it—running a business in this day and age is hard. There’s much that one needs to tackle, whether it is market saturation and an aggressively competitive landscape, ever-evolving consumer behaviours and expectations, new channels and technologies, or consumer privacy and data security.

The going has only gotten tougher,  especially with the uncertainty that the COVID-19 pandemic has brought with it. Along with all the other concerns, organisations also need to take into account social distancing norms, stringent lockdowns, and a distributed workforce.

Of all the technologies that help businesses achieve better results and achieve success, especially in a remote working era, cloud telephony plays a crucial role.

Cloud communications solutions offer agility, flexibility, scalability and reliability—attributes that firms need to make it to the top, pandemic or no pandemic. They allow businesses to optimise all their resources, focus their efforts in the right places, deliver superlative experiences and take better business decisions overall.

They also offer business continuity, mobility, enhanced collaboration and seamless communication, all of which play a cardinal role in an organisation’s success.

Helping businesses fight the odds

Collaboration, productivity, team performance and employee motivation can be hard nuts to crack as it is. But in the remote working era, they’re an even bigger challenge.

Cloud telephony address all of these concerns through its various solutions. While a hosted PBX helps teammates and colleagues collaborate efficiently no matter where they are, a hosted contact centre helps them ace customer satisfaction anytime, anywhere and via any device.

Other tools, like toll-free and virtual numbers, SMS or voice broadcasting, and virtual assistants, enable consistent and efficient communication while eliminating manual effort and redundant processes.

The world is an oyster

Cloud telephony solutions augment outreach efforts and help businesses explore new markets without incurring exorbitant costs. Offerings such as international numbers help them overcome geographical barriers and time-zone constraints, ensuring round-the-clock smooth operations.

The ability to do more

These solutions can easily be integrated with third-party apps and CRMs, facilitating a better grip on the customer journey. The feature helps businesses maximize the potential of their communications system and deliver on customer expectations with accuracy.

Fewer errors, better customer experiences

Cloud-backed tools perform consistently, whether your business is experiencing peak hours or even peak season. This is made possible by automated tools such as a smart IVR system that offers various routing strategies, auto diallers, and call or SMS broadcasts.

These tools automate processes and eliminate the risk of human errors, thereby enhancing customer experiences and ultimately, client retention.

Ensuring data security and customer privacy

In a hyper-connected world where all operations and communications take place in the virtual space, data backup and security and customer privacy are of prime importance. With cloud solutions, businesses benefit from various measures, such as number masking, role-based access, two-factor authentication, end-to-end encryption and multiple data backups.

These tools protect sensitive data, prevent any thefts or breaches, and guarantee customer privacy, thus, fostering customer trust and cementing business relationships.

Absolute customisability, zero hassles

Nothing beats cloud-powered solutions when it comes to flexibility and scalability. Growing businesses and even well-established enterprises can scale up or down, as and when they need, to meet seasonal demand and manage their workload with ease.

Not just that, they can even pick and drop features as and when they require without burning a hole in their pockets.

With these solutions, businesses don’t have to compromise on their budget or performance to deliver stellar experiences every time.

Foolproof strategies with smart analytics

For businesses that are always looking to do better, cloud telephony is the way to go. It doesn’t matter which solution they choose—a hosted contact centre, hosted PBX, toll free or virtual number, or SMS or voice broadcast—they get access to detailed reports and actionable insights.

From campaign tracking, team functioning, and overall performance, businesses are able to identify loopholes and pain points and improvise their strategies accordingly. The end result? Satisfied customers and assured success.

Modern features for dynamic businesses

Shifting consumer behaviours require businesses to be on top of their game, no matter what. But this is not possible with traditional, on-premise systems that run on basic features.

On the other hand, cloud communication solutions offer new-age features such as call recordings, chatbots, call monitoring, conferencing and transfer, voice-to-email, and much more. With the help of these, businesses are able to monitor individual and team performance, improve with training and supervision, and deliver flawless experiences.

To sum it up

Cloud telephony is indeed an asset for any firm. The very fact that the technology can be introduced and adopted by businesses of all industries and sizes makes it a must-have. Add to that its capability to integrate with other tools and unlock new opportunities, and it is safe to say that the technology will help businesses deliver customer delight not just in the years to come but even the distant future.

Thus, organisations that hope to chart the path to success need to add cloud telephony solutions to their communications arsenal. After all, these solutions can future-proof their business.

BY:- Mr. Karan Chhabra, Director of Servetel Communications Pvt. Ltd.