How Cloud Telephony can bridge the gap between SMEs and Large Enterprises

Customer communication plays a significant role in growth and expansion of most businesses. An upgraded mode of communication not only saves customer calls but also constructs a positive brand impression.

There is a reason why most prospects prefer to deal with enterprises. The way they communicate with their callers conveys professionalism and credibility of their business. Until recent times, the technology used to enhance customer-business communication was limited to larger enterprises only.

Reason being, only big enterprises could afford PBX servers for their business calls. Expensive hardware systems were deployed which facilitated them to attend multiple calls simultaneously. As a result, their business saved a substantial volume of missed business calls and hence, business opportunities. Unfortunately, such traditional PBX systems were then not feasible for small businesses.

However, what’s notable is how SMEs are now bracing themselves to ensure the same for their customers. Realising how important it is to provide best-possible customer calling experience, more and more businesses have lately begun to adopt required measures.

Cloud telephony or Virtual PBX came forward as an affordable and beneficial solution for SMEs. With low cost and high potential, cloud technology has helped businesses manage and optimise their customer calls to the fullest.

One of the foremost advantages it has fulfilled for SMEs is to help ensure 24*7 availability. Customer calls are no more limited to particular time of the day or weekdays, and SMEs certainly can’t afford to  miss their business calls. An IVR has helped businesses interact with their callers, make them aware of the non-availability of agents at that time, and even ask them to leave a voicemail. Also, when the team is available to attend calls after office hours, calls are routed to their mobile phones making the task much easier and convenient.

Another benefit which cloud telephony has delivered is permitting business mobility. As mentioned above, calls can be routed to the agent’s mobile phones directly. This has helped the agents to attend customer calls conveniently, free of geographical limitations.

Automation in business calls is yet another significant advantage much needed for SMEs. Deployment of cloud telephony solution has saved both time and effort of businesses to manage their calls. With an IVR menu, callers can directly connect with their concerned agent/department. From call tracking to call recording to callers’ database, everything has become automated and much simpler.

Effective monitoring of calls without much effort is another realized benefit. Automatic call recording allows businesses to hear their agent’s conversation with the customers, and implement required changes. Also, with automated call reports, business call volume segregated as per their geography, demography, and time all are now under a constant tab.

By: Ankit Jain, CEO, MyOperator

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