In this article, you’ll learn:
- What Cloud Calling is,
- Why Cloud Calling solutions are essential,
- The role Cloud-Based Telephony solutions play in contact centers,
- The differences between Cloud Telephony and Voice over Internet Protocol (VoIP).
Cloud Calling, also known as a cloud phone system, provides users with calls and other voice communications over an Internet connection, as opposed to previous telephony solutions that required landlines. Users can choose an external provider that hosts cloud services through their platform. They will then be able to use the third-party company’s various solutions as part of a comprehensive cloud telephony service.
Some companies that provide such solutions for voice communications are developing their services to support their customers as extensively as possible in the Cloud. Typical services offered by Cloud Calling providers include technologies like collaboration tools, data analysis, web conferencing and integrated contact centers. What are the benefits of a cloud-based system? Is it worth implementing?
What can Cloud Calling do for my company?
Cloud Calling refers to the ability to make calls through the Cloud and will, as time goes on, play an important role in taking a business to the next level, keeping up with the competition and improving bottom lines. Whether a startup or market leader, cloud connectivity provides the tools you need to make your work more efficient and seamless. Here are some proven ways to choose a cloud telephony provider to accelerate your business growth.
Cloud Calling and modernizing employee training
Recording and monitoring calls and video conferencing sessions are possible with Cloud Calling, which help to improve training. New employees can go back and re-watch or listen to instructional sessions, allowing them to learn at their own pace and constantly have references they can turn to for guidance.
They are great training tools because the recordings can be stored and easily retrieved in an archive. Do you have an experienced sales rep on the job who calls potential prospects and closes sales within minutes or a customer service representative who can reassure the most frustrated contractors? Let new hires listen to recordings of these high-value conversations, teasing out the language and strategies their colleagues use at work.
Read also: OSS vs BSS: What is the difference?
The functions mentioned above can be helpful for new employees just getting started. Managers can listen to a new colleague’s first few conversations and then track each interaction with them, pointing out what they’re doing well and making specific suggestions for improvement if necessary. This highly personalized, direct feedback can improve learning retention and help employees develop the skills they need to succeed.
Customers from all over the world are at your fingertips
The cloud contact center market is expected to be worth $24.11 billion by 2023. Such contact center-directed solutions are becoming increasingly important for organizations worldwide. They allow them to reach customers anywhere on the globe without having to undertake an entire development process from a physical office or installing software. Using Cloud Calling, any company can quickly establish a regional presence in different countries, enabling them to get local phone numbers in multiple locations.
Most cloud phone services offer support to enable connectivity across countries. Some providers allow you to make unlimited VoIP contacts to more than 110 countries with direct connections to the world’s largest telecom carriers, such as Colt, Verizon, Bics, Orange, and more.
Improved call center functionality with Cloud Calling
Cloud Calling has many advantages, including enhancing call center capabilities. Whether your employees work in the same building or in different locations, hosted VoIP technology enables the entire company to use a single communications solution. With such tools, employees can benefit from call recording, call routing to VoIP, dialing, and more with just a few clicks, making their work more accessible and the whole process more efficient.
One of the most important, but underestimated, aspects of communicating with customers is quickly accessing contact history and data related to their inquiries. With a dedicated app, agents can access relevant information about customers as soon as they make a call, resulting in better solutions and tailored services for customers.
Cloud Calling optimizes team performance
When working across teams, it’s essential to understand how a prospective customer responds when routed to sales, and conversation monitoring enables just that. With vendor services, you can record, listen to and understand the behavior of those interested in your products. With this information, you can personalize your marketing campaigns and generate engaging content that attracts customers. Furthermore, it gives you access to valuable information worth optimizing by providing additional training to agents who need it.
Cloud Calling Services increase customer loyalty
Consumers live in an age with more shopping options at their fingertips than ever before. Vendors can look at this in two ways: either they are overwhelmed by the competition or see it as an opportunity to improve customer service, so they always have a way to stand out from the crowd. Cloud telephony services offer a suite of loyalty tools often already built into the core package delivered to businesses. From analytical dashboards that provide valuable insights into consumer needs to fully customizable IVR systems and real-time service solution recommendations. These solutions can impress customers and persuade them to stay with you and deepen their relationship.
Simplicity of Cloud Calling
Business growth can be unpredictable and fast – that’s why cloud solutions are better for startups than landlines. Cloud Calling providers offer flexible subscription packages that allow you to add new features, phone numbers and email addresses as you acquire new people and advise on the best tools for your changing needs. What’s the best part? Everything can be done in seconds, often without downloading new software and managing the underlying work, giving you more time to focus on your business.
Cloud-based telephony solutions remain secure
Regardless of your type of business, you are responsible for large amounts of data, whether customer payment information, confidential contractor documents, or important information needed to run a business successfully. The loss or theft of this data can be catastrophic for any business. However, cloud phone service providers are working hard to keep your data safe and secure and store, archive, and send it in a way that a landline phone cannot. Most offer standard encryption protocols to provide an extra layer of security. In addition, many limit access to a certain amount of data to determine better who can see what.
Read also: Top Cloud Security Standards
Additional benefits and risks of Cloud Calling
The most attractive benefit of moving to a cloud telephony environment is the significant savings it can provide. The cost is significantly lower when you have access to a cloud-based phone system instead of building an entire telephony strategy and architecture. Cloud Calling reduces the expenses and hassles of delivery, configuration, upgrades and maintaining security.
Other advantages of cloud phone systems include:
- Advanced features and innovations enable users to easily access cloud communication tools to update and enhance their environment anytime, largely through artificial intelligence and virtual assistants. Users also benefit from multiple integrations with other leading applications, making communication more consistent and effortless.
- The flexibility of remote work allows cloud-based phone systems to provide companies with an environment that can naturally scale as their business grows and meet the needs of remote workers. Since the service is hosted on the Internet, remote agents can access and record their telephony interactions from anywhere.
Cloud Calling is a business phone system that has many additional advantages worth highlighting, including:
- Providing unified communications,
- Assuring lower operating costs,
- Creating reliable business continuity,
- Delivering many other functions (for example, voice analysis or interactive voice response).
Cloud telephony vs. VoIP
Almost all cloud telephony platforms use Voice over Internet Protocol (VoIP) technology, but not all VoIP systems operate in the Cloud. VoIP refers to how call data is transmitted – over the Internet, through a packet-switched IP connection, instead of a public switched telephone network (PSTN).
Cisco BroadWorks cloud calling
In the beginning, Cisco was involved in producing equipment designed for routing, but now it multibillion dollar company and one of the most significant players in the Information and Communications Technology (ICT) industry. Cisco and its BroadWorks cloud calling platform are moving towards providing better interoperability for its customers. What can you gain from Cisco BroadWorks?
- Open architecture: the platform uses systems built on an open standard, such as the Session Initiation Protocol (SIP). This solution allows the platform to work with different network devices without fragmentation.
- Freedom: Cisco BroadWorks gives its providers several options – from a single platform installation to a combination of hosted PBX, IP Centrex and others.
- Interface: Cisco BroadWorks provides compatibility with various web-based applications, which enhance the platform’s functionality. In addition, several levels of web applications manage Cisco BroadWorks functions.
Read more: Enterprise cloud
Cloud calling remains more than useful
Cloud-based environments will grow exponentially as technology advances. Fortunately, vendors across industries are making it easier for today’s brands to move to the Cloud at their own pace. From complete cloud solutions and smaller, more flexible companies to hybrid cloud environments that support companies that can’t move directly to the Cloud, there’s something for everyone. Even the most powerful and best-known brands can now use Cloud Calling with the right provider. All you need to do is decide which path you want to take and choose a representative from a proven company to help make it happen.
Cloud calling and other telecom systems require an experienced and trusted partner. If you want to learn more about cloud calling, fill out this contact form – our experts are ready to help you build tailor-made solutions and tools.
About the authorSoftware Mind
Software Mind provides companies with autonomous development teams who manage software life cycles from ideation to release and beyond. For over 20 years we’ve been enriching organizations with the talent they need to boost scalability, drive dynamic growth and bring disruptive ideas to life. Our top-notch engineering teams combine ownership with leading technologies, including cloud, AI, data science and embedded software to accelerate digital transformations and boost software delivery. A culture that embraces openness, craves more and acts with respect enables our bold and passionate people to create evolutive solutions that support scale-ups, unicorns and enterprise-level companies around the world.