Since March 2020, companies have rapidly adopted cloud telephony to facilitate remote work. The team which faces customers every day can no longer come to the office. So, organizations needed a solution that can enable them to receive calls on their mobile devices at home — securely and efficiently. Cloud telephony met this need.
However, this is only one of the functionality that cloud telephony can perform. Organizations can gain at least seven more benefits from adopting this technology.
Let’s look into it.
1. Notably better than EPABX systems
*Ready to install, easy to use: The PBX system comes with a tangle of wires, telephone switches, and routers. But cloud telephony needs only an internet connection. You can use your existing landline or mobile devices to make calls. Set up takes just a few hours, where EPABX systems would take days.
*No infrastructure required: MOBtexting maintains the cloud servers and takes charge of uninterrupted service. So that you can spend less time managing the infrastructure and more time using it.
*Seamless integration with existing software: If your business has an existing CRM or ERP software, MOBtexting’s cloud telephony solution can simply be integrated into it using APIs. We also have custom integrations with popular helpdesk and CRM tools like Freshdesk, Zoho, Zendesk, and more. This way, an employee can also ‘click to call’ customers directly from the application, without dialing their number each time.
*Drag and drop to make instant changes in flow: You can make changes like adding or removing agents, call forwarding, reflecting changes on the go, with no downtime.
2. Enterprise-grade communication for staff:
Some of the employees maintain two mobile devices to separate work from personal calls. While this is not only inefficient, it is also unsecured and undocumented.
With cloud telephony, everyone in your company who needs to interact with customers can have access to the technology. Sales team, logistics, and delivery personnel, and promotions teams, events teams, etc can use. These calls can be tracked, monitored, and recorded with cloud telephony.
3. More than just calls
Cloud telephony is not only limited to manage calls. It can support marketing initiatives too. MOBtexting lets you set up missed call campaigns and SMS marketing, which have proved to be popular engagement tools in India. The companies can also implement paid advertising with the channel or campaign-specific virtual numbers, which you can use to measure performance.
4. Cloud telephony – highly scalable with quality communication
Whether you’re a small business, startup, or a global MNC, you can leverage cloud telephony to consistently deliver high voice quality and reduced latency. As your organization scales, there is no need to buy ‘bigger’ infrastructure as the cloud platform can easily be scaled to accommodate any number of agents.
In fact, you can also simply upscale for seasonal needs during sale times or festivals and scale down when done, without investing heavily in infrastructure.
5. Increased productivity:
When the tools improve, employees constantly get more work done. Also, Cloud telephony removes operational obstacles in many ways.
*Saves employee time: Agents no longer need to retrieve customer data and manually enter it into their mobile phones. With cloud telephony, the agent can make a one-click call from within your ERP/CRM.
*Ensures timely activity: Automated action notifications for leads or inbound calls help in overcoming the human tendencies of forgetting to follow up or getting overwhelmed by long to-call lists, which affect productivity.
*Improve conversion rates: Sales teams can reduce the delay in responding to leads by automating follow-up, and improve pick-up rates with a dynamic caller ID.
*Automate repetitive processes: A Virtual Voice can greet customers and conduct a first-level screening of a customer’s problem, after which, the ‘automatic call distributor can route them to the right person.
6. Better data security
If you’ve believed that the cloud is not secure, allow us to debunk that myth for you.
At MOBtexting, we make sure that our cloud telephony system follows best-in-class security practices across asset, network, and infrastructure monitoring. We are an ISO-certified company( ISO 27001:2013).
To comply with data protection laws that some of the sectors like BFSI mandates, we ensure that data in transit and at rest stays within the country.
7. Monitor day-to-day operations
Cloud telephony automatically captures operational data such as call volumes, channels of inbound calls, the timing of calls, response times of agents, duration of calls, the average number of calls each employee makes, etc., in addition to recording all calls.
This enables operations leaders to monitor SLA compliance, make data-driven strategic decisions, monitor and train employees, as well as maintain records in case of customer disputes later.
Stay competitive in this world
The pandemic has expedited the adoption of cloud telephony among Indian businesses. At MOBtexting, we’ve enabled dozens of organizations to work remotely, leveraging cloud telephony. Yet, if there is one thing we notice often, it is that many organizations stop at using cloud telephony for calls.
Given how much more it can do, it’s time to see beyond the obvious. To find out how your business can use MOBtexting, call +91 9019 120 120 or drop an email for firstname.lastname@example.org