Cloud Telephony And IVRS Software
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Technology Counter Cloud Telephony & IVRS Software Buyer's Guide
Cloud Telephony & IVRS Software
Every business needs a healthy system of operations, be it networking, software, and other IT infrastructure. These support systems help the business with a smooth flow of its operations.
One such solution every business need is cloud telephony and IVRS software, which connects the telephone via internet services. It is also known as VoIP, i.e., voice over internet protocol. In other words, it is a modern telecommunication method that allows a firm to establish more stable and secured telephony services.
Offering a true replacement for the traditional, analog telephone services has a range of features due to its digital nature. One of them is the implementation of the Interactive Voice Response system (IVRS).
What is Cloud Telephony and IVRS Software?
Cloud telephony is the modern method of establishing a telephonic communication system in a firm. It is an internet-based service; therefore, it uses the internet for communication. It is a digital way of establishing voice communication, and unlike the age-old analog method, it integrates a lot of digital tools.
The IVRS is the automated voice response one can hear upon calling a business line. It enables someone to choose the right option, like connecting to the right department and getting the right help. The IVRS software is a program that handles the IVR. It is an interface where the administrator can make changes as per the changing business needs.
For instance, a business needs some changes in the IVRS, namely the greeting, voice, options on the IVR or their order, the IVRS software is where the changes need to be made.
Common Capabilities of Cloud Telephony and IVRS Solution
Cloud Telephony and IVRS Software is a multi-featured tool with several options that are helpful for the business's telephonic operations. They are as follows.
Handling a large call volume
One of the most significant difficulties faced by any business is handling a high call volume, not a usual scenario. Due to the high number of customers and prospects calling at a time, the call volume shoots up. Naturally, it can be a problem for the business.
Dropped calls can lead to the loss of sales; it can affect the customer satisfaction rate and negatively affect the firm. If not handled well, the aggrieving customer can lead to a serious complaint or even a lawsuit.
Implementing the Cloud Telephony and IVRS Solution is a measure a firm can take to avoid such situations. The voice response keeps the customers engaged by informing the estimated time for the next advisor or representative to handle the call.
Channelizing the call flow
Big firms have a lot of departments taking care of the different needs of the business. Some of these departments are available to speak to the customers over the phone. However, to reach some departments, the customers have to speak to the first line of contact, i.e., customer service, billing, payments, and sales.
Managing the call flow even at the first line of contact can be a tricky business for firms. The traditional method with the analog telephone setup was either to give separate contact numbers for each department or to give a central number that needed a human-aided call transfer process; a receptionist had to route the call. This process was difficult for the customers or the receptionist.
With the digital method, i.e., Business Phone System Software and IVRS, customers have better guidance over the interactive methods; they can select the options suggested by the IVR either by keying in or by using the voice command method.
This whole process offers simplified channelization of the call flow. The IVRS works for channelizing the calls in the following ways.
- Giving a greeting or welcome message to the callers at the start of the call
- Giving a language selection option in a multilingual environment
- Giving a department selection or self-help option
- Verifying on the IVRS itself with the PIN or setting it
- Giving promotional messages like offers
- Sending emails and text messages as a confirmation for PIN change or so
A typical contact number for the firm
Simplifying the business processes and streamlining most of them is a crucial way for every firm to increase employees’ as well as customers’ satisfaction. Given the number of departments and employees in each department, having multiple contact numbers is not at all a viable option for any business.
The Call Centre Software is a simple technological solution that offers you the ability to use a common number for all business processes. The IVRS takes the next step of routing the calls to the right department. With the help of this process, getting connected to the right department is easy; it avoids hassle for the employees as well as customers.
Screening the calls
One of the greatest features that have revolutionized customer services and made telephonic sales possible is the ability to screen and monitor live calls. The Call Tracking Software is installed on the business's main or central computer system; It gives a digital interface for someone to track calls. It can help you know at a glance the number of representatives that are free at a time.
The monitoring personnel of the system can check as to how many advisors have not switched to the ready mode and the reasons for choosing not ready on the system, i.e., whether they are on break or facing technical difficulties.
Suppose a representative has a switch to not ready mode reporting a technical difficulty. In that case, however, there is no IT service ticket raised, and then the call monitoring personnel can make an internal call to the representative and give instruction accordingly.
Screening the call also helps the monitoring staff look at any attempt of unauthorized call disconnection that is to avoid work burden. Another great option of real-time screening is that the quality analyst department staff can listen to live calls. It can help them find any instance of wrong commitment or misinformation.
This way, the team can prevent customers from getting wrong information by correcting the advisor immediately. They can, therefore, also avoid instances of faulty selling on a real-time basis. The ability to screen calls improves line utility and operational productivity. It is needless to say that it improves customer service, increases sales, and so on.
Call logs and recording
Unquestionably one of the greatest features of the digital calling method is that the calls can be recorded on the computer system. The Cloud Telephony and IVRS System are handled through a central computer, which enables saving every interaction and keeping track of it. Besides, the calls can be recorded and stored on the server.
These factors help a firm know the number and types of interactions between its advisors and customers. Dropped calls can be called back by the representatives. This can help the firm improve customer service and increase sales.
The stored interaction can also be helpful for many other reasons, like backing up the claim in case of a complaint or so. Moreover, the recorded calls can be listened to for finding any attempt of faulty selling by any advisor by quoting wrong information either to mislead or due to incompetence or so.
Recording the calls deters activities that are unfavorable for the business. Moreover, the recorded calls are solid pieces of evidence in case of any such attempt. The call logs can also be compiled into data as to the number of calls answered by a particular representative from a particular department, the amount of time given on the call, any instance of deliberately abandoning calls, and so on.
The recorded calls can also help someone give feedback to or take necessary corrective actions on an executive. For repeated instances of common errors, the advisors can be trained and brought about good changes. Recorded calls can also be used for training purposes.
System interaction recording
Another great feature of the Telephony Cloud software and IVRS is that it can help you monitor and record everything that takes place on an executive's screen. Things like the websites accessed, systems referred to, information looked at, options selected, and so on during a call are recorded.
This helps the firm be rested assured that the executive will only involve ethical practices like giving all the options, not browsing the internet, or accessing unwanted things like documenting another call's interaction.
The quality analyst department can check the system interaction on a real-time basis or check a recording. This can help them know whether a so-reported system failure or crash was an honest reporting or not, and whether the executive was focused on the call or not.
The calls made through the Cloud Telephony software system have visualization and interaction options. The agent Computer Telephony Integration is the digital interface for the individual representatives to interact with the call.
The calls are routed to the executives, depending on their department and so. Some Telephony Cloud software systems are integrated with the CRM that is commonly accessible to each of the computers such that for every existing customer, the account automatically pops up. The system automatically looks up the number an existing customer is calling from to retrieve the account.
In some Cloud Telephony Solutions, the executives have to retrieve the account information manually by copying and pasting the inbound call number. In case the customer is calling from a different, unregistered number, then the process is completely manual. The representatives can call up directly from the telephony software by clicking on the dialler buttons for making outbound calls. In the case of CRM-integrated telephony software, the advisors don’t need to dial the calls manually.
For outbound dialing, the calls are dialed automatically. This is an ideal option for sales. Due to the automatic dialing feature, there is no wastage of time, and the calls with connected customers are routed to executives as and when they become available.
Text to speech system
The voice response is the method of communication with the caller. The caller listens to the voice and interacts with the system accordingly. The Text speech system is an integral part of the Cloud Telephony System and IVRS. It allows the company to update the voice responses with a simple interface. What all a company has to do is update the text in the ‘Text To Speech System,' and it gets converted into voice on the software. This way, the firm can change the greeting, welcome message, and so on.
What are The Benefits of Using Cloud-Based Telephony and IVRS Software?
Using the cloud-based system and IVRS has its own set of benefits. It is a multi-utility system that helps a firm with good business outputs as follows.
It reduces the chances of faulty selling
Faulty selling is a common complaint in sales. Often sales executives quote wrong information, overvalue some details or specifications, do not read the sales script completely, and withhold some terms and conditions from the potential buyers.
Issues like these are done by the executive to increase the sales revenue, but they may have bad impressions on the customers who may end up buying the wrong product or service or may not get what they need or want.
It improves customer service
Customer service is an essential aspect of a business. Good customer service ensures happy customers. This can be good in several ways. Firstly, it can help the firm avoid losing customers to competitors. Happy customers also spread positive word of mouth in the market. It can improve brand value and trust, and product credibility.
The improvement of customer service is achieved with the help of effective call monitoring, real-time screening of an executive’s system, call recording, and so on. This will help you to enrich your Business Process Management System.
It decreases the customer complaints rate
Reducing the number of complaints is the best measure of improving customer service, improving brand value and products' credibility in the market, and so on. With a systematic call flow, there can be fewer call drops and improved customer experience on the IVRS.
The ability to barge the executives' screen and listen to the calls on a real-time basis and ensure that they are giving the right information can ensure reduced customer complaints.
It increases the customer retention rate
Retaining existing customers is far easier than trying to gain new ones. It helps in keeping the revenue of the firm steady without the need for improving its sales output. With exemplary customer service and reduced complaints rate, the firm can ensure an outstanding customer experience. This can eventually help the firm improve its retention rate.
It improves the sales revenue
Sales are the backbone of every business. It helps a firm get revenue and sustain itself. With the automatic dialing feature of cloud telephony, sales can be massively improved. There is virtually no delay between calls as the dialler keeps dialing new calls in the background.
Depending on the age of the sales data, the customer contact rate may be lessened. Increasing the dialing rate can help the dialler call more numbers and proportionally increase the contact rate too. Besides, due to improved customer service, positive word of mouth in the market, and reduced complaints, the sales revenue also increases.
It makes a strong basis for technical support
Cloud Telephony and IVRS Software is an optimum system that facilitates all the departments of a company. The technical support department is one of the most system-demanding departments in a company. The tech-support department is present in firms involved in manufacturing or selling IT devices, software, websites, and so on. Some firms sources technical support for other companies.
The individual tech-support advisors have to answer customers' technical queries and resolve them. In some tech-support systems, the executives have to take the remote access of the customers’ system and handle the problems. Most tech-support firms have a software flow to follow; it is designed to take care of every possibility that could lead to the customer's system's failure. Skipping any step can lead to no resolution.
With the help of real-time screening and monitoring of the calls, the quality analyst team can come to terms with knowing whether an executive is following the proper flow or not. They can further evaluate if they skip any step. Accordingly, the quality team can give them feedback on a real-time basis, which increases the likelihood of the issue getting resolved.
Who Uses The Cloud Telephony and IVRS System for Your Business?
Cloud Telephony Service Providers offer IVRS Software and cloud telephony. They install the software and make the whole system ready for you. The system is loaded on the central computer and backed up on the server. And it is handled by the internal support staff members for monitoring and administering.
If the connected computer systems are virtual computers, then the software installed on the primary system works for all; this way, even the data is directly stored on the primary system, which also connects to the servers. If the connected user computers are real computers, then the software needs to be installed on them too. The data is stored on individual computers and backed up on the server.
The subordinating user systems are used by individuals and are mostly devoid of admin rights. The two ways of interaction with the software are through main or client systems and subordinating systems. There are three ways of making use of the system as follows.
- In-house contact center
- Outsourced contact center
- Both in-house and outsourced contact centers
The whole process can be handled in-house by a company or outsourced to a third-party firm that can handle sales, customer services, tech-support, and retention. Some firms hand over the task to more than one firm. Some also handle it by themselves, along with outsourcing it.
Pure in-house handling of inbound and outbound calls is an ideal option for firms that do not have a high call volume or that don’t rely on telephonic sales for revenue. In-house handling of the call center along with outsourcing, or outsourcing it to more than one firm, can be useful in many ways as follows.
- The different call center sites can help you meet the quality and quantity of your work needs differently.
- They can be a good contingency management plan, i.e., a business continuity plan in conditions like pandemics, natural calamities, and so on.
- It helps you move your outsourced business to other sites that are economically, logistically, etc., viable.
Why do You Need The Best Online Cloud Telephony and IVRS System?
The Cloud Telephony and IVRS Solution are one of the best ROIs for any business that has a very much of after-sales service needs. Also, firms that want to increase the sales rate and have much client data need to use the system. Besides, processes like tech-support and retention also need such a robust system.
The Cloud Telephony and IVRS System are available in different types. Things like the smooth response of the software, the compatibility of the software with your existing system, the number of features, and their types are the determining factors for choosing the right Cloud Telephony software and IVRS. Here are some factors to consider and features to look for while choosing good IVRS and Cloud Telephony Services.
You need it for current and future needs
One of the things to take into consideration is why you need to implement the Cloud-Based Telephony System. Apart from the general view of the service, other aspects like the number of heads in each department, the number and types of departments, the need for the IT infrastructure and so are to be taken into account.
Most businesses that think of making such a move are prudent about the positive outcomes of implementing the system. Such a drastic business upgrade will likely bring more business transformation, i.e., the increased sales and improved customer service will bring more business for the firm.
Opting for IVRS and Cloud Telephony for Business involve investment; changing the software will lead to more investment later on. Opting for a better service provider can be a really big step in terms of the investment amount. Besides, ending the contract before it expires can also be financially detrimental. We strongly recommend you to look at your immediate as well as future needs.
You need good efficiency as the core of the utility
The cloud telephony and Interactive Voice Response Software make each of the business's aspects efficient and improve productivity. It does so in two ways: increasing the advisor utility and getting the best of your computer and IT system.
Opting for a lousy IVR Calling Software helps you establish telephonic support and a well-managed contact center; however, it will not give you the desired efficiency. Some Cloud Telephony Providers offer state-of-the-art telephony and IVRS software that helps you with unmatched efficiency in each of your business aspects.
Things like a fully integrated software solution make operations like calling, remote monitoring, and so very easy. With an integrated CRM, the executives avoid wasting time looking up the customer details; the system automatically loads customers' details with the dialed number.
Some CRM-integrated IVR System Software has 100% call recording, and making notes is simplified with the selection of options on the agent CTI instead of typing detailed notes. Moreover, when the call ends, the selected options are noted as interactions; this process saves time and improves efficiency on the individual level.
You need the best supporting system for the IVRS system
Installing the Open Source IVR Software means a significant system upgrade. It is the software and the hardware and network you will have to upgrade to ensure that the investment turns out to be a favorable one. For firms thinking of implementing the IVR Dialler Software for the first time, they have to make a complete system changeover or need to implement a new hardware system altogether.
You can consult with the software provider about the basic system requirements for the implementation before actually implementing the software. If you have a limited budget, then checking the best option with the minimalistic system requirement can ensure not going beyond the budget and getting the optimum system for your needs.
Market Trends for Cloud Telephony and IVRS software
Cloud telephony and IVRS systems are a beneficial solution for a medium-scale and an aspiring business. The solution can help a firm grow exponentially. Due to the practical advantages, many firms have come to adopt the solution and soar the heights of success they always coveted.
Besides, due to the widespread permeation of the internet, even in previously unfavorable regions, setting up call centers at such places has become possible. Many companies from the UK, the US, Australia, Canada, and New Zealand have call center bases in countries like India, Pakistan, and the Philippines.
Moreover, due to the system's high ROI nature, every firm selling products with good value in the market has call centers for after-sales services, sales, retention, and so. Therefore, with a minor investment, a firm can get unprecedented customer engagement, revenue, etc.
Also, with the help of the system, the operational costs are drastically reduced. This point also emphasizes the ROI nature of the system. Furthermore, many small companies have got unprecedented customer engagement rates due to the system, making them credible brands.
As per estimation, the global cloud telephone service market in-between 2018 and 2023 will grow by 16.4%.
Type of Buyer and Which Cloud Telephony and IVRS software are Best Fits Buyers' Needs?
The IVR Interactive Voice Response Software is a helpful tool that facilitates communication between the existing and prospective customers and a firm. It may seem purposeful only for a firm with a lot of sales turnover or one with precious products and services.
However, even aspiring companies that want to set a strong foothold in the market can get the right business response and customer engagement by using the system. It is owing to the telephonic after-sales support many firms have enjoyed success in no time.
Many small firms that sell their products abroad and mostly have a good market or sell their stuff in many countries can also ensure better brand recognition with the help of robust telephonic support.
In short, the IVRS and telephony system is a viable choice for firms that are already trending brands or those who wish to reach those levels.
Choosing The Best Cloud Telephony and IVRS software for Vendor
There are several types of cloud telephony software solutions in the market. They all vary in terms of their features; the more the features, the dearer the software program is. Choosing the right type means opting for one that serves its purpose to the fullest and gives you the best sets of utilities.
Here are some features to look at and things to take into consideration before buying the right cloud telephony and IVRS software system.
Plan the system requirement well
One of the most important things to take into consideration is the overall system requirement. You can find it out by enlisting the number of people working in each department of your firm. If it is the first time you are planning to make such a move, then considering the number of working heads you will require in each department, the types and number of departments, the number of sites supporting each of these departments and so on will be helpful.
In the case of having an in-home call center, you will have to consider the hardware selection well. Besides, to support the functioning, the network has to be equally reliable. Even if you are thinking of outsourcing the call center, then considering the number of heads and hardware, software, and network specification will help you ensure that you are in for the right move.
Virtual subordinate computers
When it comes to hardware selection, the basic requirement is to choose between virtual and real computer systems.
In this case, the main computer and server have to be optimum for carrying out business operations. However, with this method of cloud telephony, the overall expenditure amount gets reduced. The cost is greatly minimized, going for the less hardware-intensive system.
Virtual systems offer a smooth user experience, timely backing up of the data, low maintenance, and so. However, if there is a crash with the main system, then the whole system fails.
Hardware system with the most basic functioning or better hardware
This option is applicable if you decide to get real computer systems, i.e., basic hardware requirement or more optimum hardware requirement.
The choice revolves around the future-proofing of the system. Opting for the most basic hardware system can help you get started with the IVRS solution; however, making a hardware upgrade can cost proportionally higher than a one-time investment in the hardware.
Besides, things like adequately sized computer monitors, more optimum peripherals like more responsive mice, and ergonomic keyboards increase the investment amount. A fair video resolution requires better than normal graphics in the system. This way, the video output is not distorted or pixelated; the fonts are also legible. Using better than normal graphics will also increase the investment amount.
The development of software needs complex programming in software languages. Software programs are prone to failures due to the lack of optimization or improper coding. Besides, the leading software on the computer that forms the basis of supporting other software programs also needs to be timely updated to fix bugs. This process, too, needs timely updates in the individual software programs.
Therefore, the software provider has to send timely updates in the form of patches, bug fixes, and framework updates to keep the software compatible with the operating system. Checking with the software service provider whether they offer proper and timely updates will help you rest assured you are in for the right move.
Software and hardware may experience minor failures or significant crashes. This is mainly due to unexpected reasons like network failure, inability to update the software on time, a new software update having bugs, etc. Therefore, after you get going with the implementation of the software, you need to get the right support from the software service provider to ensure the unhindered and ceaseless functioning of the whole system.
It is needless to say that an extended amount of redundancy of the system can cause a massive loss to the business. We strongly advise you to check whether seemingly the Best IVR Software vendor offers timely support or not.
Getting the cloud telephony and IVRS system is one of the most prudent moves an aspiring firm can make. Even for a well-established business, it can increase sales, customer service, retention rate, and lower the complaints. This way, the firm can have better brand value, customer engagement, and higher revenue. It is one of the best ROIs, as it also reduces the operational costs while giving the right value for money. It is the best or the only way of establishing communication between the firm and its customers and prospects.
Frequently Asked Questions [ FAQs ]
Cloud telephony allows big firms and organizations to set up a well-maintained and appropriately managed telephone network between the firm and its existing and future customers. The setup is done with digital tools, and it is a modern alternative to the analog telecommunication method. Along with the digital technology, there comes a range of other benefits like call recording, monitoring, real-time computer screening, recording call logs, maintaining screen interactions, and collating it with the call recordings and logs.
IVRS Software enables greeting the callers, selecting the right option in terms of language and department selections, and so on. All in all, the cloud telephony and IVRS software system enables robust telecommunication for a firm.
Using the cloud telephone setup and IVRS software has two aspects, its administration and using it at an individual executive level. For administering the software only skilled professionals are required. However, monitoring and accessing data only a little exposure with the software is required.
For handling at the executive level, too, a little exposure and training are needed.
Implementation of the telephony software solution needs only a few steps. Upon consultation with a vendor, the vendor can send a representative to the site to check for system compatibility. If the existing system needs a hardware upgrade or changeover, the client is suggested to fulfill which the representatives perform the download process. The timeframe needed depends on the number of systems required for the download.
When choosing the cloud telephony and IVRS system, choosing the right option depends on the existing system, or the client has to make a significant IT infrastructure change. Besides, the company has to integrate the CRM, website, chat support, email support, checking other communication methods like social media and letter are some of the integrations to be made in the system.
Customization of the Cloud Telephony system is done at the developer's end. It is usually a one-time option; however, a firm can insist on making some amendments to the system even after its installation; the process is time-consuming, though.
The cloud telephony solution is a digital platform for making a robust telephonic system for a firm. It is a better and modern alternative to analog telephony. However, instability of the internet connection, server failure, power outage, crashing of other support software like CRM, email portal, etc., are the problems it can be prone to. The firm, therefore, has to make sure that all these aspects are maintained and supported well.