Cloud Telephony: A Timely Blessing

• Allows integration with the existing CRM system to unify data under a single platform.
• Enables communication with remotely-placed employees at any to give time.
• Disseminates information to customers via bulk SMS and voice broadcasting.
• Enables round-the-clock service with automated IVR that works even without agents.
• Allows data storage on the cloud and enables easy control, access, and management of data.
• Helps businesses stay alive and well-connected in times of emergency, irrespective of the environmental conditions.

Cloud Telephony comes loaded with a host of tools that make it an omnipotent solution for modern communication. Let's take a look at each tool at its distinctive features.

1. Interactive Voice Response or IVR

Cloud IVR is an automated telephony process that uses pre-recorded automated messages and call menus. The IVR system reroutes calls to the preferred agent and eliminates the need for a live operator. Customers can connect with the right department, make payments, etc., without interacting with a live operator.

Features:

• Call barging and call whispering to allow managers to whisper into a live call and guide agents for efficient service.
• Ability to handle large call volumes.
• Call identification, segregation, and call routing every single time.
• Easy integration with CRM applications.
• Use of voice recognition and DTMF dial tones to guide callers through relevant call flows.

IVR also allows agents to prioritise complex calls that require a high level of personalised attention.

2. Virtual Number

A virtual phone number will not have a physical phone line associated with it, but it can give an impression of having local numbers across the areas of business operations. For example, a business based in India with clients in the USA can have a virtual number in New York or Chicago without maintaining a fixed phone line in these cities. Additionally, when a virtual number is tied to a virtual office, it enables a global presence for the business.

Features:

• VoIP systems, softphones, and cell phones are used to make and receive calls with virtual numbers.
• Virtual numbers enable number masking to protect the identity of the caller and the recipient.
• Businesses can use complex passwords to secure their virtual phone systems and receive alerts if any suspicious activity.

3. Toll-free number

Toll-free numbers enable customers to use a free-of-cost communication channel to connect with the business when the need arises. Therefore, it is a convenience and an entity that adds prestige and recognition to a brand or business. Most toll-free numbers in India start with 1800, followed by an easy-to-remember number pattern.

Features:

• Enables the call-forwarding feature that reroutes the call to the agent's number to ensure no missed calls.
• Enables easy assigning and forwarding of calls to the appropriate department or agent.
• Toll-free numbers help businesses generate new leads within a short time and help enhance customer support.

4. Bulk SMS

Bulk SMS allows businesses to simultaneously text thousands of customers in a matter of seconds and expect a response from many of them. The tool is a great way to a communication channel for marketing and transactional messages. Unlike emails, SMS's are easy to access. They have a higher open rate than emails because they are concise and easy to read.

Features:

• Allows agents to send pre-written text responses.
• Bulk SMS can be sent by businesses or agents using the softphone interface of their desktop application.
• It enables one-way or two-way business texting.

Using bulk SMS increases engagement dramatically and delivers the business message instantly.