In a competitive market where SMEs struggle for a space on the shelf comes the idea of cloud telephony; now imagine this – the customer experiencing a long, open-ended and everlasting waiting period or being attended to immediately and redirected to the correct department or personnel. The latter is undoubtedly more efficient and beneficial for business growth.
Previously only the deep-pocketed and large scale businesses could afford such elaborate telephone systems with advanced features like Interactive Voice Response (IVR), Call Routing etc. But now, thanks to cloud telephony – SMEs have skin in the game.
The technology brings a wide range of opportunities for effectively managing work and increasing chances for a better quality offering.
According to Future Market Insights, the userbase for the corporate cloud telephone system worldwide had reached an estimated 204.8 billion in 2020.
Cloud telephony has numerous advantages over expandable hardware-based phone systems, taking a cue from the data. Cloud Telephony allows SMEs to scale, promote, and market their businesses. This further facilitates operations with full functionality and an uninterrupted flow of information.
Why Should SMEs Opt for Cloud Telephony
- Cost-Effective
- Ease Installation and Zero Downtime
- Scalability and support for remote work
- Integration with business tools and data reports/ analytics
- Built Your Business – Customer Loyalty / Mobility – access from anywhere
Let’s Talk Benefits: Cost-Effective
Small and medium businesses need to be practical and economical when it comes to expenses, and Cloud Telephony is the best alternative to hardware-based telephone systems. As per various reports on the market research and industry, Voice Internet Protocol (VOIP) can reduce the initial investment cost by approximately 90%. Furthermore, with cloud telephony, SMEs no longer need rugged phones and telephone cables, servers and office space to accommodate the telephone systems. Not to mention the maintenance charges and contract that keep you locked up for years. Also, Cloud Telephony offers much cheaper call rates, and one can buy local numbers in other countries.
Easy Installation and Zero Downtime
Shifting to the cloud system eliminates the need for hardware and the operational/installation visits to office premises. In turn, it implements new cloud systems quick, easy and hassle-free.
In addition, cloud systems ensure maximum up-time is available. There is nothing worse than being out of service when providing customer support. If there is a glitch or technical error, one can rest assured that the service provider can immediately take care of it.
Scalability and Remote Work
One of the biggest challenges SMEs face when purchasing new technology is whether they’ll be able to keep up with scalability. For example, before Cloud Telephony, many businesses used old hardware telephone systems, but they soon realized its drawbacks with sustainability when the companies expanded to multiple locations.
But with Cloud Telephony adding a user is only a click away. Adding a new extension or including more agent licenses is as easy as dialing a number on your mobile phone to make a call. As a result, there is no need to make any infrastructural changes that would incur substantial costs and be time-consuming — two valuable resources that small businesses cannot afford to lose.
In addition, it makes the concept of remote work much more feasible. Anyone with access to an internet connection can connect to your phone system from anywhere. As per a report, 64% of businesses believe customers should always have the option to talk to an agent.
Integration with Business Tools and Data Analytics
Using multiple tools for different processes creates space for chaos and leads to poor performance and results. For example, sales call requires the agent to talk with the customer, take notes, fix a follow-up, and track prospects. Similarly, a support person needs to follow up multiple times with the customer to resolve a query. The old systems can’t keep up with the process, but with cloud telephony, you integrate phone systems with CRMs, and each call can be attributed to customers quickly. – One may never miss a call again.
Data analytics is the way forward with advanced mechanisms and Artificial Intelligence a part of the 21st century. 72% of the companies believe they can improve their customer experience with data analysis. Small scale businesses cannot afford a lack of performance and poor customer experience. Companies can improve performance and customer satisfaction with additional features like call recording and data reports from cloud telephony.
Build Your Business – Customer Loyalty
Additional features like IVR, call recording, data reports, and forwarding make the entire process seamless. With immediate responses, no time lags, zero downtime, fast management, zero call drops, and zero call drops. It helps the business to create customer loyalty.
Cloud telephony is the future for all SMEs as the market size is estimated to grow at a compound annual growth rate (CAGR) of 12% from 2020 to 2025. Although many have already made the shift, some still stand in a queue. They fear they may lose control by transferring their systems offsite, but that is far from the truth. Many businesses have reported having more power and access by switching to Cloud telephony systems. It allows SMEs to cut costs and increase reliability and support.
Take Aways
The digital transformation of the telecommunication industry has broadly improved the range and accessibility of phone services for businesses. Industries can also quickly get daily workflows integrated; stay productive and efficient with cloud telephony solutions considering all the benefits. Additionally small and medium companies can now access enterprise-level functionalities that ensure a high level of flexibility for the teams and service continuity for customers in any circumstances.
The above article is authored by by Vidhu Nautiyal, Co-Founder and Chief Revenue Officer, CloudConnect Communications Pvt. Ltd
