The business benefits of cloud telephony
Cloud telephony provides an opportunity to enhance customer interaction and improve experience, as outlined in my earlier blog. Now onto the business benefits – and today’s silver lining of cloud-based services!
Starting with the trend towards home-working; as this grows, businesses are keen to ensure their infrastructure enables them to maintain visibility and connectivity with remote workers, wherever they are. Likewise, with companies often operating regional call centres across multiple locations, the importance of having a complete picture of call activity is paramount. However, the individual telephone systems that support regional call centres often operate in isolation or are run by different providers – thereby (ironically) clouding the situation. Cloud telephony brings everything together into a central system. This means that remote workers access the same system as those on-site – and, crucially, deliver a consistent customer experience.
Similarly, the centralised system enables regional teams to be joined together – with significant operational benefits. Local resources can, where necessary, be flexibly redeployed to support other regional campaigns that may need temporary reinforcement. The cloud enables agile and responsive decision-making. In addition, it can unlock value-added bolt-on services to enhance the customer interaction. These include intelligent call queuing to reduce abandonment, accurate re-routing to help handle peak call volumes and on-screen scripting to support inexperienced operators. Centralised cloud-based systems also give management instant access to robust performance metrics – providing a holistic view of call activity across all contact centres, and generating real-time data to inform resourcing decisions, campaign strategies and performance management.
Finally, cloud telephony assures business continuity. Traditional approaches to telecoms resilience – typically ‘diverse routing’ via duplicate lines and alternative local exchanges – remain a hostage to fortune. The workman that digs the road up and inadvertently cuts through the cabling can easily disrupt both lines, meaning all services are lost. Service disruption can cost a fortune in lost revenues. In the emergency services it can cost lives. Cloud telephony short circuits the problem. Rather than relying on local exchanges, cloud systems typically use mobile communications as the alternative method for resilience – re-routing calls to agents’ mobiles to maintain a seamless service. When proprietary networks are down, Cloud is the only architecture that can do this.
The silver lining? You don’t need to rip everything up and start again to reap the rewards.
Traditionally, businesses have needed to go through their existing telephony provider to add the layer required to enable cloud services. This meant incurring additional cost, or replacing their legacy system with a cloud-based alternative. Unsurprisingly, organisations remain keen to squeeze every drop of value out of their existing system. However, innovative overlay technology means that companies no longer have to rely on third party telephony platforms to reap the benefits of the cloud. The technology works with an organisation’s legacy infrastructure – whether that’s analogue, digital, IP or mobile – and can be scaled to suit any business’s needs.
So, if you’d be interested to find out how cloud telephony can bolster insight into your business via your existing telephony infrastructure, contact our team on 03445 600 600 or tweet us @Sesui_Ltd