Cloud telephony in specific refers to the IVR voice related services which replace the conventional voice telephone premises hosted systems like EPABX or PBX which is out dated now.
A computer application when merged with cloud telephony software which is also referred as Virtual PBX Software, you can make or receive calls, do call transfer, do call recording, engage in call conference etc and the whole call management system is then referred to as Cloud Telephony.
Cloud Telephony is basically a technology which allows automotic voice detections and DTMF tones input via keypad by the computer.
With Cloud Telephone system, you can record all the calls and the interactive dialogues between the caller and the handling agent and voice file for the same on the service provider’s voice server.
This file can then be accessed from anywhere to understand and study the same which helps improve the call handling system of an organization.
Call conference is a very useful feature of the IVR system, wherein the callers sitting in different locations can speak to each other with ease. An IVR system backed up with a good Cloud Telephony system, provides facility to run multiple voice conferences on the same telephone number.
It provides a stable conference system that helps teams sitting in different locations be in touch with each other with ease. It is backed by a robust cloud telephony platform, which provides compatibility to run multiple conferences on the same incoming number.
The Cloud Communication involves video, voice and even data communications and since routed through web, the overall costs incurred are extremely low, which makes it very affordable for even small business to use such advanced state of the art services. .
--The cloud telephony is a subscription based service where in the subscription is payable on monthly , quarterly or annual basis.
- Cloud telephony being simple and extremely user friendly there is no need of any specific training needs for employees using the same.
The Cloud Telephony system is highly flexible in terms of call distribution of the inbound calls which is done based on caller ID , geographical location of the caller, type of information needed by the caller etc. It offers the flexibility of transferring incoming calls in sequential, parallel and round-robin manner. Set-up call distribution logic based on caller ID, timings and geographical location of the caller which ensures customer calls are handled in the most efficient manner,
We can provide the virtual numbers for incoming calls for more than 65 countries in the world.
The notifiction for call received thorugh IVRS can be in form of a pop up displaying the caller details if it is from a registered user or it displays only the caller number the data for which can be manually filled in by the concerend agent to record it in the system.
The IVR system provided by us can maintain the detailed call records for all incoming and out going calls with date, time, duration, call agent details etc. This call log report can be very easily extracted from the system and be used for analysing the same and use it for improved voice experience for customers.
The Voice Call received from the caller gets easily routed to the concerned department or specific Telephone no or even the mobile no of the concerned person.
Call Tracking feature of the system allows you to track each and every call received or made through the system and you can get various details like call time, duration, voice file, name of the agent who attended the call etc
Call Queue addressing feature of an IVR System of an inbound phone call can create customized voice announcements to the customer as regards to the status of his call with indicative idea of the expected time to get his call answered.
The feature of call Queue is useful especially when the volume of inbound calls is very high, and hence the calling party has to be kept to hold the phone means in queue. The dynamic call routing ensures customer is kept informed about his call status and time needed for the operator to attend to his call.
The IVRS or Interactive Voice response system, connects the customer call to the host system by telephone keypad inputs or by speech recognition, this is then routed to the concerned person or department based on the inputs provided by the calling party through telephone keypad following the instructions as per IVR dialogue.
- This is ideal for SME small and Medium Enterprises since it is much more cost effective than the VOIP Infrastructure.
An IVR system, gathers the information, analyses the same and routes the call to the concerned recipient.
- The Cloud IVR System IVRS being completely web-based does not need any software to be installed on the premises server or on computer making it a simple easy to start application with no set up costs involved.
- This system permits use of multiple channels with no limitation on no of channels , which means you have very little or no chance of missing on call receiving due to engaged lines
Cloud IVR system are extremely efficient in call directing as well as re-routing of the calls between different departments, different individuals
It can have simultaneous calling feature and there are systems which can even receive more than 100 calls at a time which means you do not loose out on important business calls just because your telephone lines are engaged
The IVR system being cloud based has no limitations in terms of timings and it is accessible on 24 hours basis from anywhere in the world., this ensures that you do not loose out on any business opportunity for the overseas inbound calls from customers working in different time zones.
This feature of our IVRS enables the IVR system to be integrated with CRM software through the API details. It means that the details of every inbound call is directly recorded into the CRM and all further activities done on the call is captured in the system.
Our IVRS offers the business automation feature in which the customized voice menu commands helps the call routing to concerned agent for addressing the customer queries in most professional manner.
With this feature customers can access various services over the IVR without and need to speak to call handling agents.
- It eliminates the use of conventional and out dated PBX or Private Branch excess which involved installation of special types of hardware and needs lot of wiring and cable laying.
With Cloud IVR there is no such need to install such special kind of hardware since it is a completely computer based application with no need of any telephone infrastructure or technology.
IVR services are basically the voice telephony or cloud telephony services provided by the Cloud Telephony company. It can also be referred as voice solutions provided as a Service.
As in case of software the Cloud based software when provided as service is call SAAS, the voice solutions when offered through cloud does not need any infrastructure to be created exclusively for voice telephony and the voice infrastructure is provided by service providing company and also referred as Voice Infrastructure as service IAAS.
With rapid IT infrastructure development in India, the internet have spread almost all across the country including rural parts of India. This makes it possible for Cloud Telephony for being used from any corner of India through internet connectivity.
Cloud IVR System is equally useful both in Small as well as Large Business enterprise. Software being hosted on server the overall cost of cloud-based telephony works out to be extremely affordable for an SME Small and Medium Enterprise organization
The cloud telephony being completely web-based, internet availability and connectivity is most crucial for the application to run smoothly and considering the fact that internet connectivity in India is still inconsistent, at times this can be a limiting factor on dependability issue of the services.
The Online CRM software offered by us has the feature wherein the CRM software can be integrated with Cloud Telephony IVRS or Virtual PBX.
The CRM when integrated with IVRS offers unique advantages of being able to offer customized CRM Solution with Virtual PBX , thereby the voice calls can also be configured to be integrated with CRM and can be tracked for all the activities done on the same. Every voice call creates a voice file which rests on the server and can be retrieved as and when needed
It has been since last 4-5 years around 2009, that the cloud telephony or hosted IVR system, as it is called started getting popular since cloud telephone was very much affordable and extremely user friendly due to the initial cost of CTI cards works out to be extremely low, and hence the customized IVR solutions started to get obsolete , since it works out to be much more expensive when compared to cloud telephony system, since it does not involve any deployment of hardware nor any need to install any software on the computer.
A website is accessible by anyone from anywhere in the world which virtually keeps the business open for 24 hours a day and 365 days a year, in the same way Cloud telephony system also which works as a virtual telephone receptionist, is open on 24x7 basis and 365 days a year.
Imagine a situation where your business has a great website and you start getting number of visitors across the world on to your website, however when somebody calls up and your phone only rings and also there is no record of missed call on the phone, results into huge loss of business prospect.
With advancements in IVR Technology in India the IVR system can store the voice messages in voice mail box. IVR system now can even be interactive with your emails as well as SMS
With the growing internet penetration into rural markets in India, Cloud Telephony is becoming a very important tool to effectively address the voice calls from customer resulting into improved customer relationship which is all the more important in a country like India since due to huge diversity in terms of different languages in different parts of country, the need to address the inbound calls in different languages is very crucial for CRM in India.
With the passage of time in near future, telephony infrastructure and innovative voice applications will be very crucial will be deal making propositions for the users.It is expected that their can be lot of polarization of companies mainly into companies which provide platform for voice solution hosting and the other set of companies likely to act as service providers for cloud telephony system in India.
Further there are eminent possibilities of foreign IVR companies entering into Indian IVR telephony business since VOIP is now legalised in India, which although will enhance the service levels to end users, it is likely increase the competition in Indian cloud telephony market .
Considering the fact that the way of doing business is rapidly changing, Interactive Voice Response IVR is all the more essential for any business and with rapid growth of IVR technology in India cloud telephony in India has huge potential.
IVR to business is as much important and essential as a website is to any Indian Business or even in Global Business Scenario.For further details please Contact Us