Cloud telephony, which is based on the tenants of IP telephony, could play a vital role in enabling world-class enterprise-grade telephony services for small businesses and Indian SMB.
Exploration: Lights the way forward
There is no denial that IoT is the future, where telecom has a critical role to play. The new communication platform benefits small businesses and SMEs in some ways, such as
- Delivers a global solution- SMEs opt for cloud storage solutions to address this fundamental issue in a secure way that is also scalable.
- Reducing or eliminating capital investment– SMEs always opt for a zero Capex model (pay-as-you-go) with long-term commitment.
- Optimizing Asset utilization– SMEs always keep in mind features they need vs. features that are being offered.
- Increases Business Agility within a cost-effective way-SMEs ensure a suitable application in the cloud; that ensures a data backup process and one can reassess it much faster than non-cloud users. Scale is essential for any growing business. Also, cloud applications are easy to operate without any technical knowledge.
Cloud telephony is renowned for its four base products to SMEs, such as telephony services as a virtual assistant, IVRS, lead management, and CRM rolled into one. Secondly, IVR creates the impression of a professionally managed company with little cost. One can create multiple departments within the company with the help of IVR,’ press 1 for sales’, ‘press 2 for voicemail’, ‘press 3 for marketing, etc. IVR services are necessary for any modern enterprise looking to make the best of its limited resources. It provides an option for after-hours or holiday customers by routing calls to voicemail or night support.
Cloud telephony also holds a call tracker or call record solution that allows businesses to view the call records on their mobile for tracking their leads with the touch of a button. Power-packed with features like business health indicators, call analytics, customer location tracking, click-to-call, and a lot more. Furthermore, SMEs do not need to worry about the safety of their sensitive business data because this application is connected to a server that is hosted on AWS or the most secure and reliable platform in the world for the cloud-based service.
One of the prominent features of cloud telephony is cloud report or complicated data analysis on the call records to let business owners know their efficiency and responsiveness to customer requests. They have a cloud telephony system or a cloud telephony application that has enabled SMBs to have the power of data analytics at their fingertips. They do not need to log in to a computer or wait for the complicated procedures for looking at the simple data which could help them. Like which region they got maximum calls in the last month, which agents were able to convert more sales, and so on.
Today cloud telephony in India can be accessed by the mobile phone, which provides dual benefits to customers, like collaboration, and it allows more collaborative working so that lots of people can view the same information at once, which ensures the team’s efficiency.
Another reason SMEs can look forward to adopting cloud telephony is to keep customers engaged through cloud CRM. Cloud CRM serves as the first step towards moving towards an omnichannel customer experience strategy. CRM on the cloud blends well in today’s scenario, with increased employees within an enterprise working through hand-held devices and regular access information residing on the cloud.
Making sense of customer data and influencing decisions
CRMs traditionally have excelled in collecting data. Cloud-based analytics have taken this a step further by being able to collate and analyze the data to help aid in making better decisions using data visualization and predictive modelling. Apart from this, one of the biggest influencers on the evolution of cloud CRM is the changing behaviour of customers. When data consumption is growing rapidly, a certain degree of predictability has set in. With the increase in affordability, more users will come on board, enabling businesses to experiment more for building more excellent brand recall through differentiated service and other means.