The Features and Benefits of Cloud Telephony
These days you often hear the phrase “Cloud Hosted Telephony.” However, what exactly does it mean? How relevant is it in the field of interactive voice response (IVR)?
Introduction to Cloud Hosted Telephony:
From an IVR point of view, the hosted IVR or IVR hosting service, which allows users to design and deploy telephony applications on their own IVR, is known as cloud hosting telephony.
He probably got his name to sound the same as “Cloud Computing” in order to bring the specialized telephony application developer closer to the general web / computer application developer.
Ultimately, cloud-hosted telephony enables any computer application developer to add telephony functionality to the software applications they develop.
It basically means that you don’t need to be up to speed on phone skills, phone operating jargon if you know what you need from your phone. Most people very easily understand how to make or receive a phone call, disconnect or hang up a call, press the right button to play a file, and transfer or conference a call. Cloud-hosted telephony allows you to add all these functions to any computer software.
These and many other telephony functions can be integrated into any computer software without the knowledge of telecommunications technology or without worrying about the infrastructure such as IVR / PBX required in telecommunications.
Cloud-hosted telephony has brought a refreshing change to the world of IVR, which had aged a lot. With this, there is hope that an impressive and inventive telephony application will emerge, which will be able to solve real problems and serve a different population.
Features of cloud telephony:
1. Call recording: All incoming and outgoing calls can be recorded for various reasons by using this optional feature. Reasons behind recording a call may include: customer service, compliance, creating an audit trail. The system can be configured to record all or selected calls, as well as to record on demand. The recordings and their details are easily accessible through the portal.
2. Automatic wizard: This feature allows you to offer callers a wide range of call routing for all dimensions of your business. You can also make announcements to inform callers about things like website addresses, opening times, etc.
3. Web-based portal that is easy to use: Through the web-based portal, this feature provides access to a wide range of call handling features. Easy access is provided, via a dashboard, to a wealth of information such as voicemails, call history or call recordings. To ensure efficient call handling, custom settings are easy to create.
4. Administrator interface: Cloud telephony provides a wide range of management capabilities, which also includes freedom for staff to quickly and efficiently control calls. The setup process is simple and you have the authority to retain control of individual user functions or relinquish control to staff.
Benefits of cloud telephony:
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No capital expenditures as there are no upfront costs.
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Relocation has become much easier as you can retain your number.
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For optimal voice quality, voice is merged, secured, or lines are rented.
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Businesses can move since this technology is based on the cloud and not on a physical system.
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Dynamic desktop compatible with the use of landlines and mobile phones.
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Stay up-to-date by always updating to the latest software.
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To be PCI compliant, options for call recording include ‘on demand’.
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Easy graduation of hosted technologies according to business needs with flexibility to scale up or down.
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Calls can be made and received anywhere and on any device.
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Because it is resilient, it supports your business continuity strategy.
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It can be easily managed by internal teams, even with a tablet.
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Ideal for multi-site operations.
Therefore, every business enterprise should switch to hosted cloud telephony as it is helpful in reducing costs and increasing employee productivity.