A “cloud based telephone system” is a phone service delivered through the internet and has increasingly become an integral part of modern Call Center Software. The basic advantage of a cloud based telephone system is its ability to deliver calls over an internet connection. The calls or telephony over the internet is also popularly referred to as VOIP or “Voice-Over-Internet-Protocol”.
If you are confused looking at all the options available, here’s a list of few qualities to look for while
choosing a cloud based telephone system:
1. Call Center Software Solutions based on cloud technology should be able to provide an integrated solution or leverage the existing PBX (private branch exchange) system. It should be able to provide a call dialer with real time call statistics.
2. The system, when embedded within a Virtual Call Center Software, enables agents and supervisors to operate from any location over the internet without loss of functionality.
3. Don’t forget to look for the number masking feature, provided by the Outbound Call Center Software which helps contact centers by protecting buyers’ details and sellers’ confidentiality.
4. With its Vanity Number feature it will make it simpler for customers to remember your contact details. This allows you to add a phone number made with its relating keypad letters to make it look like name or word. The system further provides missed call solutions forming the foundation of the Best Telemarketing Software.
5. This system is targeted to freelancers/home workers and branch locations. It quickly allows the administrator to set up and remove branch locations when required. However, the working largely depends on the nature of business and the kind of communication network.
6. Furthermore, Cloud Contact Center Software provides multi-tenant support to telephone systems, which allows multiple applications to operate in a shared network.
7. This system provides call connectivity in real time without any human interference and gives business connectivity regardless of technology failures, making it the most preferable Customer Contact Center Software Solution.
8. Waiting often increases the dropout rate. Hence, it is necessary that businesses offer callers the convenience of a callback instead of waiting to connect with an agent.
9. Reporting and business intelligence is a vital part of any business. Thus, the best cloud based telephone system should be able to leverage the current templates via scheduled reports or build a customized visualization and “dashlets” which provide real-time data.
10. The IVR middleware provides self-service applications and variety of routing options, so as to reduce the wait time and to increase the customer satisfaction index.
Now that we’ve listed a few qualities above to ease the selection process of the best cloud based telephone system, here is a real life example to show the working.
CHALLENGE:
The case in point is a growing ecommerce company. With the expanding business and increasing customer base, the company was unable to manage the increasing number of calls. Customers were unable to connect and most of them would find the line engaged. The dropout rate was increasing and the company was unable to track lost calls.
The company thought of getting a cloud based telephone system, to suit its requirements. However, they had different people advising different names. Finding out the best one was a difficult task.
SOLUTION:
A telephone system that would offer an Inbound, Outbound dialer, Call recording, Analytics, Multitenancy and call back feature would be best to suit the companies’ requirements.
BENEFITS:
This would reduce the queue and enhance customer experience with better connectivity. The company would further be able to track call dropouts and get back to these customers. Last but not the least, the process became faster and easier and employees could now manage calls due to inbound and outbound dialers.
To conclude, you could choose the best cloud based telephone system as per your requirements. The Best Call Center Software would enable smooth flow of operations and enhance customer experience
If you are confused looking at all the options available, here’s a list of few qualities to look for while
1. Call Center Software Solutions based on cloud technology should be able to provide an integrated solution or leverage the existing PBX (private branch exchange) system. It should be able to provide a call dialer with real time call statistics.
2. The system, when embedded within a Virtual Call Center Software, enables agents and supervisors to operate from any location over the internet without loss of functionality.
3. Don’t forget to look for the number masking feature, provided by the Outbound Call Center Software which helps contact centers by protecting buyers’ details and sellers’ confidentiality.
4. With its Vanity Number feature it will make it simpler for customers to remember your contact details. This allows you to add a phone number made with its relating keypad letters to make it look like name or word. The system further provides missed call solutions forming the foundation of the Best Telemarketing Software.
5. This system is targeted to freelancers/home workers and branch locations. It quickly allows the administrator to set up and remove branch locations when required. However, the working largely depends on the nature of business and the kind of communication network.
6. Furthermore, Cloud Contact Center Software provides multi-tenant support to telephone systems, which allows multiple applications to operate in a shared network.
7. This system provides call connectivity in real time without any human interference and gives business connectivity regardless of technology failures, making it the most preferable Customer Contact Center Software Solution.
8. Waiting often increases the dropout rate. Hence, it is necessary that businesses offer callers the convenience of a callback instead of waiting to connect with an agent.
9. Reporting and business intelligence is a vital part of any business. Thus, the best cloud based telephone system should be able to leverage the current templates via scheduled reports or build a customized visualization and “dashlets” which provide real-time data.
10. The IVR middleware provides self-service applications and variety of routing options, so as to reduce the wait time and to increase the customer satisfaction index.
CASE STUDY:
Now that we’ve listed a few qualities above to ease the selection process of the best cloud based telephone system, here is a real life example to show the working.
CHALLENGE:
The case in point is a growing ecommerce company. With the expanding business and increasing customer base, the company was unable to manage the increasing number of calls. Customers were unable to connect and most of them would find the line engaged. The dropout rate was increasing and the company was unable to track lost calls.
The company thought of getting a cloud based telephone system, to suit its requirements. However, they had different people advising different names. Finding out the best one was a difficult task.
SOLUTION:
A telephone system that would offer an Inbound, Outbound dialer, Call recording, Analytics, Multitenancy and call back feature would be best to suit the companies’ requirements.
BENEFITS:
This would reduce the queue and enhance customer experience with better connectivity. The company would further be able to track call dropouts and get back to these customers. Last but not the least, the process became faster and easier and employees could now manage calls due to inbound and outbound dialers.
To conclude, you could choose the best cloud based telephone system as per your requirements. The Best Call Center Software would enable smooth flow of operations and enhance customer experience
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