Cloud Phone System

Top 10 Business Benefits of Cloud Telephony

The pandemic certainly changed the way we lived and worked worldwide. Though certain things went back to normal, what changed forever was the way businesses conducted their work.

For instance, organizations, as well as employees, discovered the benefits of cost and convenience in the flexible work-from-home or work-from-anywhere model, which developed into a hybrid system later on, about two years ago.

During the remote work phase, organizations turned to  cloud telephony provider organizations to carry out the tasks mentioned below, irrespective of the location, and device used:

  • Handle all their communications
  • Track client feedback
  • Automate voice messages, etc.

Since these applications reduced the strain on organizational budgets and revolutionized the communication process, it will therefore not be surprising to hear that cloud telephony for business is projected to grow at a CAGR of 9.5% for the period of 2022-2032 as per FutureMarketInsights.

Let us explore the various aspects of cloud telephony in greater detail.

Benefits of Cloud Telephony for Business

1. Ease of Installation and Integration

On-site call centers require the following:

  • Time to set up
  • Significant investments in infrastructure and hardware

However, cloud telephony is easier to install as compared to offline systems as you only need an internet connection and a web browser to get started with your organizational tasks.

Once that is done, you can access the software through its respective application through on:

  • Your mobile
  • Any internet-connected device using the Windows or Macintosh desktop platforms

Applications like these also integrate smoothly with your business communication systems and are compatible with most CRM and helpdesk tools like Salesforce, Hubspot, etc.

All of these features allow you to work from a single platform without the need to keep switching in between applications.

A Cloud Telephony System can also be integrated with the following systems to build a cohesive communication process:

  • Email inbox
  • Sales automation tools
  • Web apps
  • CRM systems
  • Helpdesk software
  • eCommerce platforms
  • Online surveys
  • Quality assurance tools
  • Chat tools

2. High Mobility and Flexibility

Employees can now be productive and stay connected on the go, be it during field operations, or when working globally with working flexible hours.

Cloud telephony providers empower you to stay connected across continents with one contact number, using your smartphone or laptop, so you do not miss out on any call or meeting when even on the go!

3. Cost Efficiency

Cloud-based telephony cuts down on maintenance costs associated with on-premise systems, such as the PBX system, etc.

That is because the smartphones and laptops and other digital devices used by your employees are sufficient.

You also save on rental costs associated with large spaces, as were required earlier by PBX systems.

4. Oversight Over All Business Communication

Traditional desk phones do not allow you to keep tabs on business communication like sales calls or service inquiries.

Cloud telephony solves this problem with its call recording feature, with the help of which you can keep a record of all incoming and outgoing calls. These records can then be utilized for training and quality purposes to prevent repetion of unwanted mistakes, and so on.

Integrated cloud telephony CRM systems also capture operational data such as:

  • Response times of employees
  • The average number of calls made by employees
  • Call volumes
  • Channels of inbound calls
  • Sales performance, etc.

You can utilize this operational data to measure employee KPIs such as:

  • Productivity
  • Employee response time, etc.

5. Future-Ready Telephony Solutions

Cloud telephony providers like JustCall empower you to scale up and increase the footprint of your business across locations without the need for additional infrastructure expenditure owing to its cloud-centric database.

You can keep adding:

  • Users
  • Virtual numbers
  • Call flows, etc. as required without additional infrastructure

As the software undergoes regular automatic updates, you will not have to worry about obsolescence or the need to invest in new systems.

6. Better Security and Resilience

Cloud telephony provides better call and communication security.

Features like cloud masking ensure customer privacy, as your staff cannot access the customer data.

Also, in case of any organizational system downtime or laptop crash, the data is not lost, and disaster recovery is easy.

7. Rich Business Calling Features

Cloud telephony software also offers rich business features like the autodialer, which automates the calling process as well as stores text and voice messages.

Customers who contact your organization get an IVR system-based greeting and will be routed to the right team based on the caller’s selection.

Some of the other features of this software are:

  • Real-time call transcriptions
  • Call reports
  • Reminders of missed incoming calls
  • Sms bots
  • Bulk sms dispatch
  • Display of data in an easy-to-understand and customizable format like graphs, tables, etc.

8. Higher Employee Productivity and Sales Output

Sales dialers automate dialing, allowing you to upload customer contacts and let the dialer make the calls when the volume of customers contacted increases.

There are many productivity-enhancing features, such as:

  • A call script display
  • Customer tagging
  • Notes
  • Voicemail for unanswered calls

These features improve employee productivity, resulting in higher sales revenue.

9. Highly Customizable Solutions with Service Support

Cloud telephony providers allow minor customization, such as:

  • Working hour shifts
  • Phone numbers
  • Outbound caller IDs
  • Call greetings, etc.

Major cloud telephony providers like JustCall also provide a dedicated 24×7 support team who can assist you on the phone or through email, and provide onboarding support for every new user added.

10. Reduced Carbon Footprint

Climate change today is a significant priority for most countries around the world.

Many countries, including the EU, and multiple organizations, including GSMA, the nodal organization of the telecom industry, have set targets of achieving a net zero sum of environmentally hazardous waste.

They have decided to do this by:

  • Switching to the cloud allows access to sophisticated telephony services without needing energy-intensive on-site hardware
  • Engaging in virtualization, wherein one server runs multiple programs and systems etc.

Adopting cloud telephony solutions can be your bit towards the world’s climate.  You will also be preferred by many organizations/ countries due to your reduced carbon footprint.

Having seen the benefits of cloud telephony in general, let us examine the unique benefits it brings to specific businesses across large and small enterprises.

Benefits of Cloud Telephony for Business Across Various Domains and Industries

Cloud Telephony for Startups and Small Businesses

Small businesses in yesteryears would typically have an overworked executive managing the inward and outward call traffic, which would lead to increased wait times.

Only the larger enterprises could afford an elaborate phone system with features such as:

  • Voicemail
  • Interactive voice response
  • Call routing capabilities, etc.

Cloud telephony for business, however, ushered in a level playing field for all, including smaller businesses, as it allowed companies to:

  • Place/receive calls directly from any computer, laptop, or mobile device with an internet connection, thus replacing the need for conventional enterprise telephone systems like handsets and PBX boxes
  • Create customized greetings for their customers and direct them to the right extension without the need for any human support in most situations
  • Pay only for the features and capabilities they needed, with a provision to easily scale up or down as their needs change, providing significant cost savings

Cloud Telephony for Enterprises

Large enterprises opt for cloud telephony for the agility and the options it offers to keep pace with the growth of their business as:

  • You can easily add more users, lines, and features without worrying about expensive hardware upgrades
  • Scalability is effortless and cost-effective, allowing you to focus on growing your business and not managing your phone system
  • Large teams can easily communicate internally and with customers on the go, manage voicemails, and access other telecommunication features from any device, regardless of their location
  • This gives businesses the flexibility to have a virtual workforce, reducing the need for physical office space and associated overhead costs
  • Cloud telephony is a reliable solution for businesses as they are less likely to experience disruptions, have peace of mind, and provide a better customer experience
  • A range of advanced features like AI-based call routing, voicemail-to-email, IVR, and advanced call analytics are available, which significantly enhance operations and help provide exceptional customer service

Examples Of How Various Industries Use Cloud Telephony

Banking, Financial Services, and Insurance (BFSI)

By integrating the latest technological advancements in everyday banking, cloud telephony simplifies traditional banking processes.

The BFSI industry uses cloud telephony to strengthen security and handle new-age challenges like:

  • Cybercrime
  • Card skimming
  • Fund transfer fraud
  • Data theft
  • Identity theft

It does so by utilizing the following features of this software:

  • Providing callers with a list of predefined menu options and numeric responses to access a service. Some of the typical menu options are:
  1. Account balance
  2. Transaction details
  3. Request checkbooks
  4. Request for loan, credit card payment status
  5. Generate fraud transaction reports
  6. Give feedback, etc.
  • Number masking for the security of personally identifiable information for both customers and agents
  • Improved collections with automated reminders and SMS
  • Customer authentication through missed calls
  • Automated calls to an account holder’s phone number as soon as suspicious activity is detected in the account

3rd Party Logistics

3rd Party Logistics is a very competitive business with thin margins, hence a robust communication system for maintaining operational efficiency is necessary for sustainability.

Cloud telephony brings some unique benefits to the logistics industry by:

  • Allowing delivery agents to automatically update the delivery status in real-time by making a call and selecting the required option, due to IVR
  • Integrating this service with the company’s CRM system, which can facilitate instant notifications for all stakeholders
  • Real-time monitoring of all customer-facing calls by recording and analyzing the same. Using analytics tools, managers can easily understand and intervene in case of any discrepancies
  • Delivery agents make a ‘confirmation before delivery’ call to customers for cash-on-delivery (COD) orders

The above features help in ensuring the authenticity and availability of the customer while preventing losses due to failed deliveries. Both the customer’s, as well as the delivery agent’s personal numbers, are kept private by masking them with a virtual number.

Broking

Brokers have to interact with clients continuously, owing to the dynamic nature of their market.

Cloud telephony software helps brokers by:

  • Allowing only registered customers to make calls, that are displayed on the dealer screen with a pop-up/browser notification having information such as name, client code, etc.
  • Enabling full customer support from home or remotely as required, such as during emergencies like flooding, etc. in cases of commodity markets, for instance, which operate throughout the day
  • Allowing dealers to answer calls on their mobile or landline irrespective of their location
  • Directing the customers to voice mail if their employees are tied up elsewhere
  • Capturing missed and unanswered call details in real-time, which can later be shared with the dealer/supervisor in real time over email/ SMS

Fintech

Cloud telephony software helps the Fintench industry in the following manner:

  • Fintech customers frequently call up with queries on new instant loans and other financial products, to understand transactions, and for quick complaint redressal. IVR enables callers to get help using keypad-based options
  • Self-service options can be added to IVR for automated responses to objective queries such as account balance inquiries, mini-account statements, and EMI/premium due dates, etc.
  • With CRM integration ability, you get actionable insights for better lead management. The agents can then review a caller’s account details and previous communication in a unified, familiar system
  • Automated calls can be made based on missed call lists and potential customer lists
  • IP restrictions, OTP verification, and multifactor authentication are some of the enterprise-grade security elements for protecting the integrity of contact center processes
  • For compliance purposes and quality management processes, a call recording facility is also available

D2C

D2C brands need a  flexible, scalable, and easy-to-use communications solution to engage their customers effectively. Cloud telephony, with its rich features, meets this requirement in the manner seen below:

  • A virtual number lets customers book their products via calls, following which payment or follow-up links can be auto-sent with the help of the integrated SMS feature
  • Cash on delivery orders can be confirmed before delivery to minimize returns through the automated on-call confirmation feature
  • Automated voice and sms marketing campaigns for potential customer lists can be run to promote offers. The performance of these campaigns can be traced through call analytics for fine-tuning marketing campaigns
  • Automated updation of order status to customers is done through outbound IVR or SMSes
  • Customer privacy is maintained when delivering orders with number masking

Telemedicine

With Telemedicine, distance is no longer a barrier, and you can connect with patients from anywhere around the globe.

Here are a few features of cloud telephony that power telemedicine:

  • Multi-level IVR can facilitate your callers as they can get in touch with the desired doctor without wasting any time through the combination of real-time voice responses and dial pad inputs
  • The missed call feature enables your caller to leave a missed call for you to get in touch with them whenever you get time
  • A virtual number is provided, which does not need any physical hardware and can be set up within a few minutes. Moreover, all your data will be stored in the cloud and you would easily be able to access all information
  • The call recording feature of cloud telephony enables you to access the call recordings and get an idea about the patient’s issues before getting in touch with them again
  • A toll-free number which is basically a cloud-hosted number, allows callers to call for free

Gaming

Since the pandemic, there has been rapid growth in online gaming worldwide. The gaming industry uses many self-help models for customer support.

However, since many users are unfamiliar with these self-help models, a strong cloud telephony solution can help gaming companies offer the right support by enabling many rich features, such as:

  • Outbound calls for proactive customer engagement
  • Automated calling and IVR functions
  • Need-based dynamic scaling
  • Ease of calling for high-value players with a click-to-call feature
  • Remote contact centers for customer support

Telecom

Owing to the worldwide trend of working remotely, the telecommunications infrastructure has been under increasing stress.

This is where cloud telephony software comes in, as it helps telecom organizations in the following way:

  • Telecom companies can add and enable customer support infrastructure in a matter of hours
  • High response times and low employee efficiency can be reduced by integrating cloud telephony with CRM to improve the sales and customer experience
  • The analytics features of cloud telephony give insights into productivity and quality metrics like the:
  1. Number of calls made
  2. Duration of calls
  3. Call recordings
  4. Average customer response time etc.

These metrics contribute to employee monitoring and, therefore,  performance improvement.

Conclusion

Therefore, shifting to cloud telephony provides remote workers with:

  • Reliability
  • Resilience
  • Flexibility

It also improves the efficiency of daily operations involving technology and humans.

Lastly, cloud telephony is a cost-effective and sustainable option in the long run.

JustCall is a global provider of cloud-based telephony services, trusted by over 6000+ organizations across the world.

Know more about the benefits of cloud telephony solutions from JustCall for your organization and how to set up one in under 15 minutes. Join our webinar presented by in-house experts on cloud telephony and CRM workflow-based automation.

With a foundational role at Saas Labs, Anand has been a key player in establishing the Product Management function and spearheading the launch of our Conversation Intelligence solution. His expertise in AI innovation guides both the strategic direction of the products and a team committed to excellence.

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