BestCloudTelephony

Benefits of Cloud Telephony

by Sachin Kaushik,on Wed Aug 09,2019

As the name suggests, Cloud Telephony is the communications technology where all communication devices and applications are hosted at the service provider's premises. Any business integrated into using these services do not need to install any software or buy any hardware to get the services started.

The service can be an IVR, call center setup, call recording, virtual number or call forwarding. These services can be started on a traditional phone, mobile or a computer system i.e. desktop, laptop or tablet.

Benefits Of Cloud Telephony

Small Business

It’s easy to setup. - A simple monthly subscription lets small businesses access call center level features to ensure better efficiency and customer experience.

Zero Capex

While a legacy contact center requires expensive infrastructure, with cloud telephony, staff just logs in from an internet browser to answer calls. The only extra hardware needed is a good set of headphones. Or they can receive calls on their landline/mobile.

Call Recordings and analytics - Small business owners and managers get access to advanced analytics to improve their workforce planning. And can monitor their agents in real time from anywhere.

Easy to Scale : Start with 1-2 seats and increase or decrease users based on business needs.

IVR - Greet customers and divert to the right staff or even offer self-service using modern IVR tools.

Enterprises

CRM Cloud telephony easily integrates with all web based CRM and ticketing solution.

Reporting & Analytics: Full feature solution providers give detailed call analytics and reports, which help in business decisions. (Read - Key Call Center Metrics)

Distributed Call Center: Businesses can manage distributed call centers across multiple places from a centralized location.

Easy to upgrade: A legacy Call Center Solution is inflexible and complex to upgrade, but Cloud solution upgradation is taken care by the service provider.

Enhanced Features

cloud-based communication tools are among the most powerful hosted PBX benefits. With hosted PBX, you gain immediate access to the cloud tools your company needs to collaborate more effectively. Some enhanced features for mobility and productivity are included as a standard part of a hosted phone system.

Scalability

Traditional phone systems offer very limited scalability. Every time your organization needs to add a phone line or make changes to the system, you pay for a service call. Analog phone systems cannot scale to accommodate multimedia communications, such as chat messaging or texts, or integrate with business software applications. It can take weeks to make changes to cabling infrastructure.

Reliability

The vast majority of organizations that have made the switch to hosted voice are satisfied with their decision. However, research shows the single most common reason businesses delay switching is reliability concerns. Generally, these fears are unfounded. The right platform and provider is likely to offer superior reliability and business continuity benefits compared to the public switched telephone network

Benefits of Cloud Telephony

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