How to Choose the Best Cloud Telephony System for Call Centers?

Cloud-based telephone systems come in a wide variety of configurations. Here's how to zero in on the best option for your company.

A cloud telephony solution is a service that enables users to make and receive calls and keep associated data on a remote server.

To fully take advantage of the low cost and high reliability of these systems, a stable internet connection is required.

While many companies might benefit from using a cloud-based phone system, others should look elsewhere.

Cloud telephony services are becoming more and more popular among small companies because of their low prices, high reliability, and an extensive list of useful features; nevertheless, this sort of system is not the best fit for every company. Continue reading to find out what cloud telephony solutions are and whether or not they are suitable for your company.

What is a Cloud Telephony System?

The ability to make and receive calls through the internet is the primary feature of a cloud telephony service. Sometimes referred to as "VoIP" or "cloud calling," this technology uses the internet to transmit phone calls. A cloud-based phone system may store data, which is stored in one or more offsite secure data centers, which is one way in which it differs from classic analog phones that utilize copper cables or optical fibers to build a connection between two callers.

Traditional landline phones with an adapter, smartphone applications like Google Voice, PC calling software, or VoIP-enabled phones are all viable options for utilizing a cloud-based phone system. Hosted PBX, short for private branch exchange, is one kind of cloud telephony service. When you move your data to the cloud, you can effortlessly back it up and access it from anywhere, saving you both time and money.

Features of Call Center Software Functions

Call center software should have certain functionalities. These features reduce time and hassle. These features save time and assure competent phone responses. A well-designed contact center system includes:

Cloud calling

Call centers use cloud telephony solutions. These enable customers to make outgoing calls from their workplaces, monitor phone time, and more. Others may wish to record key calls for future reference or use an IVR system. A cloud-based solution makes this simpler since VoIP boxes aren't needed. Cloud-based calling is an internet-based phone service that uses Voice over Internet Protocol (VoIP). A cloud telephony service has its own server that your organization pays to utilize. This might be cheaper than leasing landlines and phones.

Multichannel

Any BPO seeks to standardize its contact center technology, software upselling, and corporate CRM to deal with single-core procedures rather than several and avoid changing them. It provides an integrated or single-user experience for its customers, ensuring a smooth changeover. Omnichannel support involves providing the same service over the phone, email, live chat, and social media. Omnichannel contact center software integrates with additional channels, such as LiveChat.

Dial-plan

Call routing is complex, and it's easy to lose sight of how it will operate on the phone. Call-reliant firms require call routing software. Many firms employ automated call distribution and call management for client calls. When picking a contact center solution, consider the system's capacity to route calls depending on the caller's record, business rules, time of day, or day of the week. However, it's a vital call center phone function.

Barge

Contact barging automates the movement of calls amongst call center personnel. The call could go to the most- or least-busy agent. Call barging is used in several call tracking and rota-based call system designs. If your customer care software doesn't provide call barging, check the following section on call tracking capabilities.

Customer context CRM integration

The contact center CRM tool is crucial. It helps create a consolidated database with consumer data. A CRM delivers up-to-date customer information across all departments and helps you manage sales and support workers. With integrated CRM, your cms and voicemail system work together to give client information to agents in real time.

Reporting

Many features are unnecessary, while others might save you money and time. Reporting is one of these characteristics. Standard contact center software includes reporting. Caller reports include call duration, who talked, what was said, and more. This data may be exported and analyzed in a spreadsheet. Training may be done with all other call reports. Even though the report user interface is minimal, all the relevant information is provided, and some applications include call diagrams.

Usage-based pricing

First, check the software's price per Agent/phone call or peruse. Depending on how your program allocates phone numbers, you may pay an extra per minute. Before getting a new phone line, find out what's included and how much each call and minute costs.

IVR

IVR is a major component of contemporary contact center software. IVR services help consumers complete tasks and allow you to operate client interactions successfully in your firm. An IVR solution will increase the efficiency of a contact center or customer service department. Perfect customer service takes time to achieve. Modern technology may improve customer service and the company overall. 

Wrapping It Up

If you are looking for a reliable cloud telephone system, then Office24by7 is the one without a doubt. Want to know how we can add value for your business, give us a call at +91 7097171717 or drop us an email at sales@office24by7.com. 

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