Complete Guide On Cloud Telephony In Contact Centers

What is it that the cloud telephony service offers, which has made it a necessary part of every growing business? Above all, what exactly does the meaning of Cloud Telephony entail?

Let us get you the answers to everything about and around Cloud Telephony, the flourishing cloud-based contact center solution, here:

Cloud Telephony is a solution that hosts a business phone system in the cloud. Cloud telephony is designed to boost sales and improve customer service. Cloud Telephony through its messaging and voice service replaces the must-have need of conventional systems like EPBAX, PBX, etc.

Through Cloud Telephony, every single call that a business receives gets routed via Cloud Servers in addition to several other premium features such as Call Recording and IVR, without Call Recording and IVR, without the need of making any additional investment inexpensive equipment.

With the definition of Cloud Telephony now attended to, let us take a look at the components that all come together to make businesses all the more now addressed, let us take a look at the components that all come together to make businesses all the more efficient before we move to the ways these elements together make the customer interaction process efficient and streamlined.

1. Phone Number that will be published:

- It can either be a toll-free number, toll number, or a mobile number

- The virtual number will be used for forwarding the calls to a PRI line in the data center

- You can even have a PRI number through cloud setup

2. Servers with several PRI lines:

- These on-cloud servers would be capable of IVR reporting, call recordings, APIs, and several other features.

- It would be hosted on a reliable data center having redundant connectivity and great infrastructure.

- Calls made to the published number would be forwarded on PRI lines.

- Call distribution will either be done based on some predefined rules or the basis of the caller input coming from IVR.

3. Landing numbers or extensions:

- Commonly known as agent numbers, these are those numbers where the call comes.

- These can either be mobile numbers or extensions to landline numbers of offices.

- Cloud Call Center providers like C-Zentrix provide the provision of call hunting, which enables the system to automatically hunt another number or the next available agent if any specific agent is not available at any given point in time.

These are the different elements that become a must-have when we talk about Cloud Telephony and its integration into your customer contact center-specific business process. And now that we have briefed you on what it would entail, let us move on to look at the several benefits that the service would bring to your business process next.

1. Better Control, Efficiency, and Access:

When you move all your communication processes to Cloud Telephony it lets you have better access and control to both – valuable data and connected devices. Once the business contact info is hosted on the cloud, it can be accessed from anywhere, obviously through secured access. The data too, moves with you everywhere you go, making it impossible to face data loss.

Another factor that works highly in favor of Cloud telephony, unlike your usual on-premise phone system is the fact that a well-devised solution ensures a user-friendly structure having a completely consistent look across all platforms.

2. Constant Updation:

When you host your business phone system on the cloud, you leave out all the possibility of the service getting outdated with time. Through a properly hosted solution, all the innovations in the technology domain specific to your business get updated in your specific communication system.

This freedom of not constantly manually updating your business phone system gives you the confidence to concentrate on another business process without any constant distractions.

3. High Scalability:

When you invest in a cloud contact center, you no more have to pay extra today for the time when you might need more. The system allows you to buy a scalable solution that can be used on expanded environments and other platforms.

All the modern cloud systems are designed to be scalable to meet all the future demands of the organization, as and when the time comes. They allow you to modify users, add auto attendants in the system, and add ring groups/campaigns when your business demands.

4. Cost-Efficiency:

Because of the many hosted VoIP solutions in the industry today, you will no longer have to enter a long-term contract or invest in expensive hardware and telephone lines. Through these solutions, you can easily sign-up for the month-to-month payment plan to keep all your cost structures highly manageable.

All the usual Cloud telephony solutions and products are a lot less costly than your usual on-premise phone business system, especially when we talk about the long-term deal. Also, since there is zero hardware to manage except the desk phone wherever required, you can finally bid adieu to the costly technical contractors’ visits.

Businesses that have switched to cloud telephony solutions experienced an average cost reduction of 36%, which is attributed to the elimination of traditional on-premises telephony hardware and other maintenance expenses.

Cost, Convenience, and Scaling are the key benefits of Cloud telephony.

Now that we have looked at the different benefits that Cloud Telephony has to offer and have taken a peek inside the concept and what entails the definition plus the foundation of how Cloud Telephony works, there is one thing left to do – migration of your business telephone system on Cloud.