The Best Cloud Telephony for your Customer Support

How to Select The Best Cloud Telephony for your Customer Support

Cloud telephony is a communication technique that allows two or more entities to communicate with each other over a signal (which can be a call, message, or a comment) without the need for multiple hardware installations because everyone involved has access to the mainframe from any location around the world that allows users to reach out with ease.

Cloud computing is a great euphemism for the centralization of computer services under one server. – Evgeny Morozov

If you’re a newcomer to cloud-based VoIP phones, determining the capabilities your company requires can be difficult and determining which companies and packages offer these features is much more difficult. 

So having a thorough understanding of how a cloud works, what features you require, and how it helps you to automate and provide a higher level of security will provide you with complete confidence in the product you’re choosing for your company.

What is Cloud Telephony?

Cloud telephony is a model that allows businesses to use their internet in order to access and run a company’s operating system which is connected with the communication channel. Cloud telephony, also known as cloud calling, provides business phone services that are run and operated by a third-party administrator or server.

Organizations and corporations can use a Cloud Telephony system to make or collect many voice calls and messages at the same time without having invested in external financing equipment. IVR, voicemail transcription, online chats, phone teleconferences, bespoke introductions, operating hours, and many other services (Iaas) cloud services are available. 

All of these services are available from any internet-connected mobile device or computer through a UCaaS system which stands for “Unified Communications as a Service,” which implies that it integrates numerous communication systems and allows users to share applications. 

At Kapture, we use the UCaaS system of cloud infrastructure in our telephony integrations as an omnichannel service is provided through API integrations.

Cloud telephony architecture

Consider the following guidelines to select the best Cloud Telephony for your customer support: – 

1) Convenient and efficient implementation

Implementing cloud telephony does not necessitate any on-premises architecture. This benefit implies that you can be up and operating in a matter of days, if not hours. When all your transmission of information is moved to Cloud Telephony, you have superior access and management over both vital data and linked devices. Once the company’s contact information is stored in the cloud, it may be accessible from almost anywhere with safe access. Data, like you, follow you around everywhere you go, making data leakage inconceivable. There’s no need to wait for a technician, no need to build phone lines, no delays, and no need to go through the lengthy process of recruiting a full-time employee.

2) Scalability and Flexibility

When you invest in a Cloud Telephony phone company system, you will no longer have to pay additional fees for the future. The system enables you to purchase a comprehensive solution that can be used in a larger context and on different platforms.

All current cloud services are intended to be scalable in order to meet the organization’s future need as and when it arises. When your business requires it, they allow you to edit users, introduce automatic responders to the service, and create ring groups/programs. Therefore, there’s no need for you to pay a premium for a standard PBX.

3) User Confidentiality and Data-Driven insights

You may now acquire the exact volume of calls handled by your customer service desk using cloud telephony services, allowing you to look good in front of your clients. It gives data that is updated in real-time. These Cloud service providers keep you up to date by updating data virtually every hour. Detailed analytics aid in the graphical study of your call center’s performance. 

Use Kapture’s powerful platform for all your communication channels through multiple platforms, whether it be speech or text, and other communication needs if you’re looking for a seamless Cloud telephony provider with services all over the world.

4) Cost-Efficiency

Due to the general umpteen-hosted VoIP solutions available in the market today, you will no longer be required to sign a long-term contract or invest in costly hardware and telephone lines. You can simply create an account for a pay period payment plan with these services to keep all your pricing policies under control.

Many of the standard Cloud telephony services and technologies are considerably less expensive than your typical structured telephony business system, factors that impact the huge contract. Also, because there is no hardware to manage except the desk phone wherever it is needed, you can eventually say no to expensive specialized systems integrators.

5) Degree of control

Corded conventional phones make it difficult to keep track of all corporate communications and chats. Voicemail transcription is a feature of cloud telephony that helps to track every inbound and outbound call. The functionality, certainly, aids your team’s general business communication. Furthermore, the captured calls may be used for instruction and subsequent problem resolution referral.

When you operate your enterprise telephone line on the cloud, you eliminate the risk of it becoming obsolete over time. All of the advancements occurring in the domain of research relevant to your organization are maintained in your particular data transmission through a good, virtualized environment.

Here’s the list of Top 10 Cloud Telephony systems available in the market: –

1. RingCentral Office 

For enterprises of all sizes, RingCentral Office offers cloud-based communication channels and a content management system. All PBX administrative operations are included, as well as Android and iOS apps and unlimited calling. Call logging, monitoring, recording, and online faxing are all offered as standard services.

2. Ooma Office 

Ooma Office is a cloud-based telephony system that offers a big business phone experience to small enterprises and is reasonably priced in this regard. Ooma Office includes all of the basic capabilities you’d expect, as well as some more enhanced tools like a simulated attendant that automatically routes calls to the appropriate department.

3. GoToConnect 

GoToConnect charges a flat rate depending on the number of users. This might be especially beneficial to small and medium-sized enterprises, which will be able to take advantage of all of the same capabilities as larger companies without having to pay a premium. Overall, GoToConnect promotes itself as a unified communication and collaboration platform that will undoubtedly be useful in a variety of company environments.

4. Aircall Rating 

Aircall is another cloud-hosted communications protocol that may be set up in a matter of minutes. This gives your company a complete communications center for calls, video, and messages that can be accessed via the web, desktop, or mobile device. Aircall also provides a variety of CRM helpdesk, and productivity features to help your technical support personnel handle calls more effectively, including redirecting and contacting customers.

5. Dialpad 

Dialpad already has plenty of functionality you’d expect from a professional telephone network, including voice, video, and message capabilities that can be accessed via softphone apps on your existing equipment, as well as automation, videoconferencing, and an AI-powered contact center platform.

6. 8×8 

8×8 offers a feature-rich bundle, so even the most basic plan has a comprehensive array of functionalities that you’d expect from a full-fledged company PBX system. The 8×8 Express package, which provides basic capabilities for small enterprises and start-ups, has a complete set of services, including all areas of call handling, auto-attendant, teleconferencing, and wireless sync.

7. Avaya OneCloud 

Avaya OneCloud is Avaya’s most recent unified communications service, superseding the company’s previously successful IP Office architecture and expanding its existing Avaya IX Workplace and Contact Center offerings. The service seeks to create a genuinely scalable solution utilizing whichever cloud solution you like.

8. Grasshopper 

Grasshopper is a cloud phone service provider that serves small businesses all throughout North America. The solution does not require any hardware and is simple to set up. It’s a phone system that works via the internet. An automated phone assistant answers all calls and routes them to the appropriate person or department. Upon registration, users can establish their own vanity 800 number.

9. Nextiva 

Nextiva is a communications platform that integrates corporate applications, intelligence, and automation. This aids firms in communicating with their customers and forging stronger bonds with them. The platform unifies all communication modes in one place, including audio, video, collaboration, SMS, chat, and surveys.

10. Webex Calling 

Webex Calling is an enterprise-grade cloud calling service that allows you to substitute your PBX network with an internationally trusted virtual appliance. When you’re at the workplace, on vacation, or anywhere in between, it effortlessly transcends to a completely collaborative experience that includes market-leading calling, meetings, messaging, contact center, and connected devices.

10 Cloud Telephony’ systems available in the market

Does the service provider offer a trial option?

With Kapture, you get a 30-day trial period to transfer your data and safely integrate your business with the cloud. The telephony services are available on various social platforms as well as normal calls and messages. Not many in the business offer this kind of service with seamless integration, easy-to-use functions with a multitude of features added in the dashboard, no hidden costs, and robust reporting where all the listed information is available in a structured way.  At Kapture, we have a single sign-in where we can regulate every conversation happening through API integration over the cloud on a single dashboard.

Why move your business to the Cloud?

Telephony solutions that are hosted in the cloud are flexible. They can adapt to the fast needs of the business’s pace. By removing the need for several distributors and network connectivity providers, businesses can save money. Cloud-based telephony companies bring out new features and aggregator updates on a regular basis, all of which are handled from a centralized platform. These improvements improve the usability of your cloud telephony system. The modifications are made in real-time, so they won’t disrupt your workflow, and they’ll take effect right away. 

As stated in Nextiva in Data-Driven Business Communication Insights 

  • 33% of companies have lost a customer due to business communication problems.
  • 50+% of businesses use phone service, text messages, outbound email, CRM, and customer portals.
  • 88% of people use a mobile phone for work communication at least once a week.

Why should you opt for Cloud Telephony?

Key VOIP Statistics to look for before choosing a cloud telephony service provider

Cloud Telephony VOIP Statistics to look

Cloud Telephony Integration with a CRM

Voice communication is important to the success of every business, no matter how big or small it is or what it does. You receive a safe means to engage with consumers, contact prospective clients, and run your business with voice communication. Cloud telephony can assist enterprises in effectively incorporating these voice communication features.

Using Cloud Telephony services and connecting them with a CRM is the smartest way to manage company calls on a global scale with omnichannel platforms, manage a myriad of incoming and outgoing services in a database, securely without sacrificing quality or cost. It also secures data and provides precise logging information.

Better employee productivity and higher work speed can be achieved with a CRM and cloud telephony integration. In terms of service and data centers, your cloud telephony provider must provide redundancy. After all, features and a low price aren’t the only things you seek in a product.

Know more about Cloud Telephony and how Kapture’s CRM enables you to drive value and automate your communication at the ‘Contact Center Management Tool’.

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