To provide an excellent client experience, several factors must come together, with communication being one of the most crucial. In order to enable both synchronous and asynchronous communication, most companies provide clients a number of communication methods. Businesses should invest in enhancing the customer telephony experience since telephone contact is the most frequent way that customers would contact a company for synchronous conversation. Many firms moved to cloud telephony to facilitate remote and hybrid working, even if some still use on-premises phone systems.
If you’re not familiar with the term, cloud telephony refers to a phone system that utilizes an internet connection rather than the conventional PSTN. Businesses are free to retain their existing phone numbers, and desk phones are a hardware option if necessary. Employees may now answer calls from other devices, such as their work computer or cell phone, using cloud telephony, though.
The robust calling options that come as standard for most solutions are one way that cloud telephony may enhance the client experience. An auto attendant is a type of Interactive Voice Response (IVR) that is one of these functions. Based on the information the caller enters into the available menu selections, this function links callers to the proper person or department. The business can record the menu selections for the auto attendant, and the caller can choose the appropriate option using the keypad or voice recognition. By ensuring that callers may speak to the appropriate department quickly and simply without being placed on hold or moved across departments, this feature enhances the customer experience.
In compared to conventional phone systems, cloud telephony solutions also provide substantially greater reporting options. These reports provide information on caller wait times on average, the caliber of each call, the number of calls forwarded to each department, and timelines for each agent displaying their call activity. Businesses may now improve the calling experience by implementing data-driven internal improvements thanks to these insights.
It’s critical for firms trying to enhance the customer experience to be able to identify any procedural and conversational issue areas. With a cloud-based phone system, call recording is a simple and effective way to accomplish this. All calls can have call recording enabled, or policy-based recording can be used to record calls only when specific conditions are satisfied. These recordings can be automatically transferred to cloud storage, where access rights and retention procedures are governed by rules. Agents can benefit from call recording by listening to their own calls and recovering information they may have missed.
It is crucial for organizations whose technology can scale up and down with them to do so, especially if they are expanding fast or have busy seasons during which they need temporary workforces. Simple scaling is not possible with on-premises phone systems since it necessitates an on-site technician visit to install more gear and lines. Because there are more calls with fewer agents and longer wait times as a result, this lack of scalability frequently degrades the customer experience. New agents may be added quickly and the company only pays for the licenses used within the time frame using a cloud telephony system
Employees need to be able to make and receive calls from anywhere since hybrid work has become a normal practice in many firms and because sales teams are once again visiting clients in person. This is not feasible with a conventional phone system, but cloud telephony makes it easy. Employees may now install the app on their own phone and utilize it much like a desk phone or mobile device provided by their employer. Businesses benefit from this as well as they won’t have to spend money on staff cell phones
We can assist you regardless of whether your company is thinking about shifting its phone system to the cloud or whether you already have a cloud phone system but want to maximize your investment. A cloud telephony investment may help your staff provide great client experiences, boosting revenue while saving money on hardware costs. Get in touch with us right now if you want to learn more.
