Cloud Telephony Service is a technique used to deliver telephone applications on the cloud as a hosted solution. It is a messaging and voice service that does not require traditional business telephone systems such as PBX or EPBAX.
It is a mode by which enterprises and businesses could make or receive multiple voice calls and messages simultaneously, without investing on any additional capital infrastructure.
Services like IVR, Call recording, Text messaging, Call conferencing, Custom greetings, Business hours etc. are only some of the many features Cloud Telephony providers are offering now.
The smartest way for you to manage business calls at a global level without compromising on quality and cost is using the services provided by Cloud Telephony companies.
Our Cloud Telephony Services are inclusive of the following features:-
1.Our experienced team of experts, are efficient in managing & maintaining a cloud system and offer fully managed services. Our support team also takes care of the system in case of any glitch or issues.
2.We ensure a complete three sixty degree support from back-end system, along with proper Resource scaling, as per the need of the end-user.
3.A data center is required to operate the Cloud system to run servers. Our self data center is absolutely reliable with high security, low downtime and acts as a quick solution to temporary technical glitches
4. Confrontational changes can be made directly through the browser, ensuring a complete control over the system.We too provide guidance to make certain changes almost instantly.
5.The system allows to Integrate it with relevant software to maintain an organized Customer Relationship Management (CRM) along with complete details of incoming & outgoing calls, and listening to the conversations as well.
6.System can be easily managed and controlled from online browser control panel. No dedicated tech team is needed.
7.Our Cloud Telephony Services help to improve customer experience by offering full calling statistics for tracking.
8.Our Cloud Telephony System is mobile, and can be accessed from any part of the world, anywhere & anytime.
Benefits of CRM and Cloud Telephony integration:-
The main benefit of Cloud Telephony is people get a lot of flexibility in work. Call center personnel can operate remotely and thus have an option to work from home. Apart from the low probability of data loss and precise logging of information, integrating CRM and cloud telephony allows for more speed and higher employee productivity. With the strengthening of CTI abilities, each time a new contact is established, constructive communication can be formed accompanied by a meticulous recording.
- Minimum Human Intervention
Integration leads to greater amount of energy and time with CRM users. Efficient information management system lets the company focus on catering to the customer’s needs. Fusing the powers of computer and telephone creates an environment armed with information that can be transformed into meaningful insights. Automatic dialing through CTI eliminates long hours spent on dialing the contacts. Click dialing also allows CRM staff to divert more time into the conversation than monotonously dialing numbers.
- Track information from other sources
Some events are not recorded directly in the CRM such as text messages, personal dialogues, and Social media messages. The telephony solution comes with tools which will help you keep track of information you receive from other sources. Once the information is available at a singular spot, you can comfortably reach out to it while in need.
- Cross-use Analytics
The application of business analytics differs for CRM and Cloud Telephony. This will also depend upon the kind of information involved and its use. The CTI system will provide you with information on the timing, duration, and frequency of phone calls. Integration of CTI and CRM leads to a consistent flow of information to know your customers fully. This information includes interaction on social media platforms, contacts browsed, the level of responsiveness to calls and emails and general level of interaction with customers.
- Scope of Customization
If you are using Sales force and Twilio as respective solutions, they provide huge scope for customization. One such browser-based call center software builds using Twilio is Talk desk. It readily integrates with Sales force and with Interactive Voice Response (IVR) and Skills-based Routing, callers are routed to the agent who is most qualified to meet their needs based on customizable data. With real-time and historical reporting, call monitoring and call recording, agents and managers can make data-driven decisions based on comprehensive information.
- Improved Data Analysis
Customer needs can be clearly understood by analyzing data. With CTI and CRM coming together, series of data-related functions can be executed with high efficiency: utilizing records for business planning, tracking and logging of calls and acquisition of information in CRM following every call. In this way, the business leaders have insights for better decision making.