5 Must-Have Features in Cloud Telephony Software

Businesses are facing an age where speed, personalization, and always-on service define the success of customer communication. The outdated systems cannot match these requirements, which is why people started opting for advanced technology such as cloud telephony. As a smarter and scalable alternative, cloud telephony companies power a wide niche from sales outreach to customer support and marketing automation. If you’re exploring these technologies, it’s also important to understand the pros and cons of cloud computing to make informed decisions for your business.

But with dozens of cloud telephony software companies, how do you choose the right one?

At first glance, you might think that they have similar outcomes and are built the same, but they are not. They differ from each other when it comes to the call handling, their suite of tools, and the outcomes more than anything.

In this blog, let us break down the five essential features to look for to invest in the best cloud telephony software that moves the needle.

What to Look for in a Cloud Telephony Software

Like we discussed before, the real difference between different cloud telephony solutions lies in their call handling, scalability, advancements such as AI features, and their adaptability to get into your existing tech stack. We will look into them in detail:

1. Advanced call routing: When it comes to business communication, every missed call or chat can be a missed opportunity. This is where intelligent call routing helps businesses with the advanced features such as sticky agents, fallback logic and IVR software-based options. These stacks make sure that the customer communication reaches the right agent or department faster and gets their requirements resolved.

The actual benefits of advanced call routing are not limited to query resolution but extend to higher customer satisfaction and fewer escalations. Moreover, when you are equipped with a cloud telephony solution with the above-mentioned features, your communication system will rely on a data-driven logic to automatically route calls based on the time, agent availability, caller history, or department.

Imagine your business running a support, collections, or inbound campaig;n this feature will reduce friction and help you respond at every touchpoint.

2. Workflow Automation: The biggest challenge businesses face now is the time limitations to handle all customer interactions. The repetitive tasks like dialling leads, follow-ups, updating the call outcomes, etc, slow down your team and divert their focus from more complex tasks. Cloud telephony resolves this issue with the automation features, such as triggering actions like SMS or WhatsApp alerts, CRM updates, and even auto-routing based on call disposition. Along with the automation, advanced AI features like post-call analytics will also present a complete picture of all calls, leading you to make the right decision on the call.

These characteristics mitigate the manual efforts and ensure no customer call is lagging behind. Moreover, the SaaS-first platforms use APIs and webhooks to integrate this automation directly into the existing business tools, enabling the required action without any agent intervention.

3. CRM integration: Let’s talk about another major factor killing the agent productivity, ie, switching platforms and tools for managing and tracking the call data. Here, a robust cloud telephony system helps you unify all the required communication channels in a single platform and seamlessly integrates with your CRM. This omnichannel approach helps your business capture call data, record interactions, and update leads or ticket statuses automatically.

The CRM integration and omnichannel approach help you save a lot of time and will provide the team with the full context of the customer interaction.

4. Real-time analytics and reporting: Modern business decisions are all backed by proper data, and data-driven decisions play a major role when it comes to business-to-customer interaction and vice versa. Equipped with a real-time analytics dashboard, modern cloud communications help businesses get accurate insights into call volume, outcomes, agent performance, etc.

From an enterprise context, this feature helps to flag the challenges, optimize agent scheduling, and improve campaign outcomes on the fly. If you can’t measure the data, you can’t improve it.

5. Scalability and flexibility: Since we are going through an ever-evolving communication system, we need to keep our communication stack scalable and adaptive. Cloud telephony companies let businesses add users, run simultaneous campaigns, support multi-location teams with ease, and offer many more advanced options to support the growing business needs.

Since cloud telephony eliminates the dependencies on physical hardware, offers quick deployment and onboarding with instant upgrades, your fast-scaling startup or multiple business units can benefit from it.

Conclusion

When your business is adopting a cloud telephony software, you are not just investing in a tool to make or receive calls, but building a communication ecosystem that grows with the business. This fast, scalable and intelligent platform offers diverse features and is now getting backed with artificial intelligence as well.

If your business is planning to invest in the right platform to shape your customer interactions and convert customers tomorrow, look for top cloud telephony companies. And if you are also exploring automated outbound communications, it is worth looking for a trusted autodialer service provider like MCUBE, which can plug into your existing stack effortlessly.