Best Cloud Telephony Software

What is Cloud Telephony Software?

Cloud Computing is the most trending topic these days, and the term ‘Cloud telephony’ is also picking up a lot of responses in business houses. However, not many people know this and why it is an important part of the Cloud Telephony System.

Cloud Telephony is an automated telephony system that plays a vital role in interacting with callers, gathering information from them, and then routing the calls to the relevant receiver. This works as an office assistant who is actually not a person but a call management system. When the users create and make their own IVR applications functional, it is termed cloud telephony. This name is intentionally made similar to cloud computing to make the specialized telephonic systems more integrated with web application developers. This bridging of the gap has led to the name cloud telephony. Simply put, cloud telephony allows a computer application developer to add telephony features to their software – making it “cloud telephony software”.

Cloud telephony specifically refers to the services offered in the Cloud Telephony system, like voice services. It replaces the business telephone equipment (like PBX, which is outdated now) with third-party VoIP services in vogue. In the cloud telephony software/call management system, all you need to know is what you want your telephone to do for you and nothing more. It is simple to understand, and you can make/receive a call, disconnect or pause it, play the audio file, transfer the call to the relevant person, and even engage in call conferencing. All this can be done on a computer application.

Since cloud communication enables voice as well as data communication through applications and services by hosting them on services owned and maintained by providers, making it cost-effective for customers to interact with them without any hassles.

Thus, the combination of cloud telephony software and Cloud Telephony software enables serving the diverse population simultaneously and increases the efficiency of a business. Also, one can get a toll-free number with call management software these days.

How Does Cloud Telephony System Work?

Interactive Voice Response Systems employ DTMF (dual-tone multi-frequency) tones, which generate two tones -- one of low frequency and the other of high frequency -- when you dial a number. Other IVR calling software also employs voice recognition or artificial intelligence technologies to interact with callers and route calls to specific recipients.

Cloud Telephony software uses inputs via voice and touch-tone keypad selection to give the required responses --which can be in the form of voice, fax, callback, or email. Comprising cloud telephony solutions, software applications, a database, and a supporting infrastructure, Cloud Telephony software can be set up by assembling all the above software and hardware. Common programming languages used in IVR software include VoiceXML, which comprises several components such as a telephone network, a TCP/IP network, a VoiceXML telephony server, a web server, and databases.

Interactive Voice Response Systems are two-way software enabling a customer to connect with agents when dialling a contact centre and allowing agents to give the required response. It is designed to route a call to the ideal agent without the caller having to navigate through innumerable levels of customer support.

Text-to-speech technologies offer solutions to customers without the caller having to talk to an agent. Phone trees enable agencies to leave voice messages ascertaining a call-back within a set time frame (when the office is not working 24x7).

So, how do the core technologies of IVR work? DTMF tones, which create sound waves at a certain frequency, are generated when a caller punches in an option after being prompted for a choice. The IVR software then recognizes this tone via cloud telephony solutions and connects it to other technologies.

Another technology is voice recognition, where a caller gives responses through speech. This is very beneficial for frequent callers, who can connect with the right agents and get the correct information. Again, Artificial Intelligence software entwines speech recognition with advanced processing, call history records, and account status. A combination of Cloud Telephony software and AI is ideal for instantly deciphering customers’ problems and routing the calls to specific operators.

Benefits of Cloud Telephony Systems and their Potential Issues 

The resounding success of Google and other cloud-based phone system software providers has shown us that the cloud-based platform is the most effective platform. The primary benefit shown was the lower cost. Voice (audio) services provided through the cloud are a value addition for telephony since the users can access cloud-based facilities from anywhere. This expands the users’ options to operate beyond the local or regional carriers.

Cloud communication in this context becomes very attractive since it involves voice, video, and data and integrates it well across different access mediums.

Advantages:

• The business place can do away with lots of wires around the PBX(private branch exchange), IVR(Interactive Voice Response) System and MDF(Main distribution frame)

• Only require the computer application that provides the software functions and computing.

• All kinds of functions related to telephony are integrated with computer applications without worrying about telecom infrastructure or technology.

• Ideal for small and medium-sized businesses to get cloud telephony at a lower cost than VoIP infrastructure.

• There is no need to have specially trained employees to handle the technology since the cloud telephony provider will support the user.

• Only a few hundred lines of coding are required to provide the basic functions of picking up an incoming call, playing a preset greeting, asking to press the extension number, transferring the call, and, if the transferred number is not picked up – asking the caller to record the call as voice mail.

• There are options for paying the service provider with a monthly subscription fee or based on the usage.

• Also, a toll-free number attracts a number of customers to call.

• Tracking facilities help if one needs to track the source or reference from where the caller gets a contact number.

Risks:

• Internet connection is a must to access files, so if the connection is slow or there are problems with the connectivity, it will affect efficiency and productivity.

• Cloud technology still exists on a physical server; this server location is important since it must abide by the country's national laws.

Important Features of a Cloud Telephony Software

The essential advantage of Cloud telephony software is that the software is off-site. This gives the users geographical mobility, and the customers can also be reached to any part of the world.

The key features of any telephony software are:

• Single Access Number: Whoever is working with the company or has left the company is not a concern here because the number is retained by the business and is not personally used by the employee. This ensures constancy in business communication without the hassles of change of employees and the customers being harassed due to it. This also means that the business does not need to promote multiple numbers.

• There is no setup cost involved in the installation of the telephony software. Also, the installation is quick and easy. No additional hardware has to be bought, and no maintenance cost is involved.

• A call-tracking system is smarter than the traditional version and helps maintain business accountability. All the key metrics of the call, like details of the caller, the time of the call, the reason for the call, and the date, are provided. This ensures communication in the team even if a particular employee is absent.

• This kind of call management system's effectiveness can help the employees treat each call as a business opportunity and work better towards customer care.

• Cloud Telephony software is a highly efficient way to direct and re-route calls between different persons/teams/departments by guiding the caller to choose the option to press that number. This keeps the virtual communication with the customers more streamlined and effective in responding.

• Call transfer is a central feature of any business communication. Customer queries are responded to when the call is redirected to the right person or department.

• Certain service providers have a simultaneous calling feature & call handling solution in the software. Many telephony software support up to 100 calls simultaneously. This eliminates the chance of losing a business opportunity because your phone number was engaged or unavailable.

• Round-the-Clock availability of your cloud communication system is an extremely useful feature for business. If the staff is not in the office, the communication system is so built and integrated that it saves all the calls made during off-office hours. This means that potential business opportunity is never lost, and the customers don’t have to call again and again. This feature is also helpful for overseas clients or customers with different time zones.

Applications of Cloud Telephony Software

1. Call Forwarding:

One of the foremost benefits of Cloud Telephony software is that they organize all your incoming calls and direct them to the exact source. Advanced call-forwarding features enable you to forward customer calls to any global agent. You can send calls to landline telephones as well as mobile devices. When you can control the flow of calls with the click of a few buttons, you get the best out of your Interactive Voice Response System.

2. Surveys and Polls:

Surveys enable you to get instant feedback and use these inputs to offer better services and products. A customer survey system can be conducted at various points of the customer’s journey. One of the most common touch-point is just after you finish a transaction with your buyer. Cloud Telephony can be used to conduct anonymous surveys or post-sales feedback calls. Once the buyer agrees to participate in a survey, the IVR can be programmed to transfer the call to a live agent if a buyer is unsatisfied with the service or product.

3. Office Calls Routing:

Another application of Cloud Telephony software is to route calls within an organization. Previously, this task was handled by a receptionist or a switchboard operator, who would answer the incoming call and direct it to the right extension. An IVR system is handy, especially when your company attends many customer-service calls. IVR software presents customers with a menu that offers multiple options and asks the required questions. After answering generic queries, the system routes the required calls to trained specialists.

4. Automatic Self-Service:

Cloud Telephony-enabled automated self-service is one of the best methods to enhance customer service and ensure seamless customer interactions. Self-service is available anytime throughout the day, and customers can avail of it without communicating with human agents.

5. Speech Recognition:

Speech recognition is a feature of advanced Cloud Telephony systems that enables customers to give inputs only with their voice. They do not need to key in the inputs. Speech recognition gives the option to enter inputs in his language. This feature is beneficial when senior individuals or people on the move need dial-in customer service.

6. Cloud Telephony in Healthcare:

Hospitals can use Cloud Telephony software to complete patient surveys after treatment. It can also be used to set up reminders if a patient has an upcoming appointment to collect a test report.

7. Bank and Stock Account Balances and Transfers:

Cloud Telephony's important use is keeping records of bank and stock account balances and executing transfers. If you are a banking company, you can use IVR to help customers pay bills and update account information. Using touch-tone or voice-activated technology, clients can easily carry out these transactions. A smartly designed phone menu enables you to track call flows so that you can attend to your callers. This makes payment collection an effortless process.

8. Cloud Telephony in E-commerce:

Of course, Cloud Telephony is of utmost importance in the e-com sector, where companies mostly rely on customer feedback for their progress. Feedback collection, order tracking, and complaint recording are Cloud Telephony features that help e-commerce companies retain buyers.

9. Cloud Telephony in The Food Industry:

Restaurants can use Cloud Telephony technologies to make online reservations or collect customer feedback. This ensures a seamless experience for customers and also minimizes human efforts.

10. Cloud Telephony in Banking:

Cloud Telephony in banks automates the method of answering customers' questions. It can easily give real-time information on the status of a loan application, credit card bills and payment status, and data on account balance and transactions.

11. Cloud Telephony in The Transport Industry:

Cloud Telephony can also be used to receive real-time updates on flight and trains’ on-time status and delays. This saves up valuable time, especially for busy and frequent flyers.

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