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Improve communication and the customer experience with cloud telephony

Delivering an exceptional customer experience requires the seamless collaboration of numerous elements, with communication at the forefront. Most organisations offer customers a variety of communication channels to support both synchronous and asynchronous communication. As telephony remains the most widely used communication method, companies must strive to enhance the customer telephony experience.

While some organisations still rely on on-premises phone systems, many have switched to cloud telephony to support remote and hybrid working models. However, not all companies are reaping the full benefits of cloud telephony. This blog will discuss four ways cloud telephony can significantly enhance the customer experience and improve communications.

What is cloud telephony?

Cloud telephony is a modern phone system that uses an internet connection instead of traditional PSTN. It is an excellent option for organisations that want to keep their existing phone numbers while making the most of the latest technology. With hardware options available, desk phones are still an option. Still, the real advantage of cloud telephony is that employees can answer phone calls from any device, including their work computer or mobile phone.

Enhanced communication features

By implementing cloud telephony you can benefit from so many more features than a standard landline phone system. Below highlight the different functions that streamline communications thus creating a better customer experience.

1. Powerful Calling

Cloud telephony offers a multitude of ways in which it can enhance the customer experience, primarily through its powerful calling features that come as standard with most solutions. One such feature is the Interactive Voice Response (IVR) feature, also known as an auto attendant, which connects callers to the appropriate person or department based on their input to the menu options. With auto attendant, the business can record the menu options, and the caller can select the desired option through the keypad or speech recognition, ensuring quick and easy access to the correct department without long hold times or transfers between departments.

Furthermore, cloud telephony solutions like Microsoft Teams Phone have significantly better reporting features than traditional phone systems. These reports provide valuable insights into callers’ average wait time, the quality of each call, and the number of calls routed to each department. They also show timelines for each agent and their call activity. With these insights, organisations can make data-driven internal changes to improve the calling experience and create a better impression on their customers.

2. Simple Call Recording

Organisations must identify and rectify shortcomings in their processes and interactions to elevate the customer experience. One effective way to achieve this is through seamlessly integrating a cloud-based phone system to record calls. You can record all calls or set recording policies that trigger only for specific scenarios. The system can automatically save the recordings to the cloud and enforce policies that control access and retention. Call recording can also aid agents in improving their performance by allowing them to review their calls and identify missed opportunities.

3. Enable Scalability

Organisations with fluctuating or busy periods of the year often require temporary workforces, and it’s crucial for their technology to scale up and down with them seamlessly. However, on-premises telephony solutions can’t provide the necessary scalability as they need a technician to install new lines and hardware on-site. This lack of flexibility can negatively impact the customer experience, leading to increased wait times and fewer agents to handle increased call volumes. However, with a cloud telephony solution, organisations can add new agents within minutes, and they only need to pay for the licenses required for the period, ensuring a smooth and hassle-free experience for everyone involved.

4. Increased Mobility

As hybrid work continues to gain momentum across organisations, sales teams are getting back on the road to meet clients in person. In such a scenario, employees should be able to make and receive calls from anywhere. With cloud telephony, Microsoft Teams Phone answers all your communication needs. The Teams application can be installed on employees’ phones, enabling them to use it as if it were a desk phone or work-issued mobile phone. It is simple to use and eliminates the need for organisations to purchase work mobile phones for their employees. So, make the smart choice and switch to Microsoft Teams Phone for seamless communication.

Make the move to cloud telephony?

Whether your business is considering moving its phone system to the cloud or if you currently have a cloud phone system but want to make the most of your investment, we can help. An investment in cloud telephony can assist your employees in providing exceptional customer experiences, leading to increased profitability and savings on hardware expenditures. If you want to find out more, contact us today.