Cloud Telephony: Do You Really Need It?

Everyone jumping onto the cloud telephony bandwagon does not imply that companies having dedicated IT departments are doing so without much deliberations. In fact, if you are a CTO or a business owner trying to determine whether to move to the cloud or not then you will certainly try to find out whether it is worth the time and money. You will need to analyze and understand various factors associated with cloud telephony prior to deciding on your move. Over the last few years, cloud telephony has gained immense popularity, both among the general users as well as the business leaders. Cloud computing has a huge presence in our lives and we are using a variety of cloud based applications and tools.

Even after all this, business organizations are still apprehensive about the cloud telephony concept because they do not want to lose business due to faulty communication services. Does this imply that cloud telephony, as predicted by all technical experts, is really not going to take off with the enterprises?  Well, it would be too early to predict the future of communication services that use the cloud.

In this article we are in fact going to understand the advantages of cloud telephony and find out why you really need it. The biggest advantages of cloud telephony are:

• Efficient and effective call routing – Call routing in cloud telephony system is really easy and you will be able to route the incoming calls according to your business preferences. The customers will be able to call a single number as you will be able to set one number for your departments or company executives. Effectively every customer’s call can he handled by an efficient IVR. The best thing about call routing is that the agents or executives attending a customer’s call can be located anywhere across the world.
• Customizing the calls – Incoming calls can be customized and routed accordingly. The call data of all the customers are analyzed and then automated call routing system in the cloud telephony application can be set to handle or route the calls accordingly. The calling history of each caller is a goldmine of information that can be used to analyze calling and buying pattern of the customers.
• ERP integration – The cloud telephony system at your office can be integrated with the existing ERP system. Thus, real time data sharing will make it easier for the agents or executives while providing solutions or making sales pitches to the callers. With just a click of the mouse, you will be able to gain access to buying patterns and various other data related to the caller. Promotional calls can be scheduled accordingly and even your marketing campaigns can be tuned to meet the customer expectations.
• Complete support to the marketing campaigns as well as surveys – The cloud telephony comes with the advanced calling software that makes it easier to schedule marketing campaigns and surveys. Contests and market surveys too can be carried out with the help of this advanced calling software. Conversations can be recorded and this can help to complete the polls and surveys quickly.

It might be a little too early to predict the future of cloud telephony but as of now it seems to have an edge over the other communication systems. Numerous companies are migrating to cloud telephony and it seems pretty logical because of the advantages being offered by the technology. It can be safely said that cloud telephony is here to stay!

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