What is Cloud Telephony And How Does Cloud Telephony Work?

What is Cloud Telephony And How Does Cloud Telephony Work?

Cloud telephony software is a service that allows users to make and receive phone calls over the Internet. It varies from regular phone service in several aspects. It's more adaptable, cost-effective, and allows you to manage your telephony services at a finer level.

I'll go over some of the ways cloud telephony software can benefit your company in this blog.

Businesses no longer have to worry about keeping their phone systems up to date thanks to the cloud. Cloud telephony is a software-as-a-service (SaaS) solution that is hosted on a web server and accessed through the Internet.

This type of solution is critical for medium and big organizations, as well as small businesses. It enables users to make and receive calls from anywhere in the world without the need for costly hardware.

Businesses can frequently install extensions to their cloud telephony software systems, such as connected lines for employees or business partners. It can also be used to add virtual call center functions to a company's hosted phone system.

How Does Cloud Telephony Work?

A VoIP service provider handles cloud telephony. Your service provider manages the routing when you dial the phone number you want to call. It transforms analog speech signals into data packets and sends them over the internet. That's how your phone connects to the person you're phoning.

On your end, individual phone extensions would be replaced by VoIP desk phones. You connect your phones to your existing network instead of using a landline.

A softphone, which is a computer, tablet, or smartphone application, can also be used. You're dialling from a modern, user-friendly UI in both circumstances and making a call in a flash.

Because cloud telephony software is hosted in the cloud, you can manage your business phone system through an online dashboard, giving you full control over phone numbers, call forwarding, new user additions, and more.

12 reasons Why Cloud Telephony.

  • Keep your business awake while you sleep

Business entails a strong desire to grow your company and make money around the clock. Cloud telephony software can let you realize your dream of "earning while you sleep."

An IVR allows you to answer all of your business calls 24 hours a day, seven days a week. All of your clients' calls will be answered, regardless of what time zone they are calling from.

After hours, calls will be forwarded to the agent who has been designated to take calls for that period of time. Even if your agent is sleeping, your voicemail will take care of the callers by recording their messages.

  • Expand your business territory with a single 10-digit number

Do you want to confuse your customers by giving them multiple phone numbers for different locations? Why not have a single business number that serves your callers' needs? A Virtual Number lets you link many business numbers to a single phone number.

When contacting your company number, callers can easily select the area, language, or other unique requirements. This will connect them to an agent that works in that specific place or is fluent in the desired language.

Don't let your business's location or language get in the way of its success. While you spread your wings, keep your identity consistent.

  • Give rest to your receptionist, let IVR do the job

Have you ever had a situation when your receptionist is on vacation and your call management goes crazy? So, here's a possible option.

An IVR operates as a virtual receptionist, routing your business calls efficiently and quickly to the appropriate department or person based on the needs of the callers.

Furthermore, large call volume has little effect on its efficiency. So, even if it's high season, your company can provide the finest possible client service.

  • Don’t confine your agents to the four walls. Set them free!

Do you really want your agent to utilize a wired landline phone merely because it's a business call or because they're doing their work in this wireless world of mobile phones?

Cloud-based IVR allows you to redirect all of your business calls to the appropriate agents' mobile phones, regardless of their geographical location. This does not imply that you are losing track of their availability or performance. Cloud telephony software makes it easier to keep track of everything. On the other hand, some businesses still trust landline providers thanks to their professionalism and expertise.

Allow your operatives to work in comfort by releasing them from their shackles.

Happy employees >>> better productivity >>> more business profits.

  • Ensure that your next marketing budget proves its worth

Do you put your faith in your marketers when it comes to allocating your marketing budget? Don’t. Measuring the return on investment (ROI) of your marketing efforts is just as critical as measuring the ROI of other business processes. And now you have a simple way out.

You may assign distinct virtual numbers to each ad campaign and track which one generates the most calls, resulting in more leads and business. It only takes a few clicks to get this information. Spend more money on your best-performing campaign next time.

  • Mark your global footprint with a virtual identity

Planning to go worldwide but don't have the funds to open a new office yet? It's no longer an issue. With a virtual phone number, you may reach out to people all around the world.

Customers from other countries can call you on your virtual number, and calls will be routed to staff who are allocated to that country.

It will also assist you in gaining a better understanding of the buyer persona and capacity of that international market before you spend further. It's a small investment with a big payoff; it's a win-win situation for businesses.

Build your brand even before you physically arrive there.

  • Let your customer-agent relationship be confined to business. Mask their identities

Are your agents or clients afraid of losing their jobs if they expose their true identities? Allowing someone's privacy to interfere with your commercial profits is not a good idea.

All incoming and outgoing business calls are masked via the call masking feature. This means that when a customer calls, the agent cannot see the customer's number, and when the customer calls, the agent cannot see the customer's number. The actual number is replaced by a temporary disposable number.

  • Don’t hang on top of your agents while they’re on call. Monitor from a distance

Your business, your brand, is represented by your phone calls. You also need to keep an eye on the impression your brand makes on your callers.

You can achieve this with the help of call recording. It captures all of your customer-agent interactions, which you can listen to at any time and from any location. So, listen to your agents' call recordings, watch how they speak to your consumers, and use the best recordings for training purposes.

This will allow your company to maintain all on-call discussions consistent, regardless of which agent is dealing with your customers. Not only that but call recordings can be used as proof in the event of a dispute between your customer and your representative.

Call records, not just working hours, should be used to evaluate your agents' performance.

  • Make your customers feel special even during your busy hours

Your customer service employees are swamped with calls. As a result, don't leave them scrambling to obtain client information while the caller waits.

When a customer calls, CRM Software integration allows you to view all of the customer's information in one location, including past queries, tickets, chat transcripts, call logs, and any other events that have occurred.

This will not only assist your agent to provide a more personalized experience for your consumers, but it will also drastically cut caller wait times.

  • Keep your customers informed, don’t let them forget you

Inform your clients as soon as a new product feature, a flash sale, or some special seasonal discounts are announced, whether it's a new product feature, a flash sale, or some special seasonal discounts. 4

You can send a message to several recipients with a single click using the bulk SMS tool. The finest thing is that the message is sent without the use of a smartphone or an internet connection. It's one of those communication methods that ensure maximum reachability with the least amount of work.

This feature is also used to help with transactions including providing OTP, order confirmation, and SMS, among other things.

  • Flash your product till the prospects end up being your customers

You couldn't persuade your callers the first time? Or did you start your sales pitch at the appropriate time? Whatever the cause, it's not reasonable to abandon your chances after just one attempt.

Remarketing gives you a way to keep your callers interested. You can advertise or promote your goods to callers via bulk SMS or Facebook adverts using an automatically produced caller database.

  • Know your ‘business calls’ just like you know your business profits

It is not simple to be an entrepreneur. You must not only count your profits; you must also manage and monitor a variety of other business operations. And a lack of understanding of "what brings and converts your leads" can drive you away from your own company.

Do you have any idea what I'm talking about? Your 'Corporate Calls.' Business calls allow you to learn more about your specific buyer profile. It's also crucial to understand the folks for whom you're creating your product.

Analytical reports provide you a look into your clients' lives directly from your workstation. It provides details on callers' demographics, geographic area, peak call hours, missed and received calls, daily call volume, and so on.

You learn not just about your callers, but also about your agents' performance and the business earnings you might be missing in less than half an hour.

Not only can you view your earned revenue, but you can also see what you're missing out on.

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