8 Business Challenges and Their Solutions Using Cloud Telephony
How Cloud Telephony Can Solve Business Challenges?
In today’s time, every company wants those telephony
solutions, which can make the process of business communication better. Cloud
telephony services have become businesses first choice as it ensures smooth and
uninterrupted communication throughout the customer journey.
Not only this, it is the most reliable resource to
solve business challenges like additional hardware costs, mobility
restrictions, and the lack of data sharing.
Cloud telephony services offer the best ways
of communication and can elevate your business growth to a higher level. Cloud
hosted phone system has advanced communication features like music on hold, call
conferencing, call forwarding, call parking, click to call, and more that
differentiates it from the traditional phone system.
Gartner
predicts that “through 2020, cloud adoption strategies will influence more
than 50 percent of IT outsourcing deals.”
Also, the cloud phone system has the ability to scale
business operations up and down according to different needs. Cloud telephony
is an asset for every business size and type; it doesn’t matter what niche
businesses are in. Everyone can leverage this technology and can overcome
business challenges.
Here we have discussed few business challenges that
cloud telephony systems can solve. Let’s find out how?
Challenge 1: Lack of Customer Support
Good customer service is a competitive factor in the
business industry. But ensuring outstanding customer service is a big challenge
as agents find a lot of communication issues while serving to customers.
These issues can be easily resolved if you use the
right communication solution in your business. Advanced communication solution
i.e., cloud telephony, provides robust features like answering machine
detection, predictive dialing, automatic script, etc. that saves agents time, make them more
productive and helps to overcome customer support challenges.
Cloud telephony services have eliminated all
bottlenecks from the communication process and become the popular face of
business communication.
Challenge 2: Limited Business Reach
Traditional phone systems are location dependent. You
can’t make and receive calls if you are not within the call center premises.
Also, businesses face challenges when they deal in different regions and
countries. This factor limits you to reach customers globally.
The cloud telephone system gives you the ability to
make and receive calls anytime, anywhere. You don’t need to worry about your
business is physically present somewhere or not. You just need a softphone and
cloud telephony services to interact with customers regardless of
location.
Challenge 3: Less Call Privacy
With a traditional phone system, phone numbers are
being misused by the employees as well as by the customers. When cloud
telephony comes in place, all the phone numbers are secured as it provides a
number masking feature.
In this, neither the agent nor the customer can see
each other’s number, which means both agents & callers can talk to each
other without accessing other’s contact number.
Challenge 4: Higher Business Cost
Earlier, call rates were higher. Businesses had to pay
a great amount of money for calling operations. Also, the need to install new hardware
and maintaining the computer system was a tough task.
Cloud telephony services ensure smooth communication
within the budget. These systems offer flexible pricing plans like “pay as you
go” plans, in which businesses have to pay only for their usage. Also, you do
not need to worry about system upgrades and maintenance; the third-party
service provider takes care of it.
Cloud telephony doesn’t require huge capital
investment like the traditional telephone system. Businesses can boost their
ROI by implementing cloud telephony services.
Challenge 5: Missing Call Analytics
In the cloud telephony system, you get detailed call
information that is not present in the traditional phone system. Hosted
telephony services generate detailed call reports of each agent that includes
total calls, average call time, number of calls handled, and missed calls. This
data helps analyze agents’ performances without putting much effort into
creating reports.
With these reports, you can find an area of
improvement and can improve customer service operations.
Challenge 6: Less Productive Agents
In manual dialing, agents’ lot of time gets wasted as
they have to wait for getting connected with customers. If calls go unanswered,
busy, DND number, then it increases agents’ idle time. Whereas cloud telephony has the feature of
predictive dialing that eliminates the agents’ idle time and increases agents’
productivity to a great extent.
In predictive dialing mode, dialer places multiple
calls parallelly and connects agents only when a human voice answers a call.
With cloud telephony solutions, agents become more capable of handling
customers’ call efficiently.
Challenge 7: Low Brand Image
Nowadays, customers are more tech-savvy. When they
face any difficulty or want to know more about any product & service, they
contact businesses. That’s the reason businesses receive massive calls from
customers, and they lack in delivering good customer service.
Advanced communication solutions like cloud telephony
reduce this problem as it ensures robust features like call queue, music on
hold, IVR.
Interactive Voice Response (IVR) enables callers to get
routed to their desired destinations without the intervention of human agents.
Also, through IVR, you can automate basic callers’ queries so that agents can
handle more complex issues. Music on hold feature helps to engage caller when
he/she is put on hold or waiting in a call queue.
Challenge 8: Limited Data Security
In any business, there should be a data backup plan
because, in case of disaster and data breach, you may lose your important data.
The traditional telephone system can’t guarantee your data privacy and data
security.
However, in the case of cloud telephony, you don’t have to worry about any security and disaster threats. Cloud platform ensures advanced firewalls, strong encryption techniques, and multiple antiviruses that secure your data from attackers.
As, cloud phone system is hosted over the cloud, and
all important data is available in the cloud, to which you can access anytime,
anywhere.
It is hard to find a communication solution that can fulfil
all business demands and also fits the budget. Cloud telephony is one of them.
It is a feasible communication solution that can resolve all business
challenges and provides new opportunities for business growth.
If you want to break all communication barriers, then
implement cloud phone services in your business and
leverage various benefits.