Top 10 Benefits of Adopting Cloud Telephony Solutions for Contact Center Agents!

Let us start with a definition of cloud telephony in layperson’s terms:

Cloud telephony is a telecommunications system that runs through an internet connection. It operates through a Voice over Internet Protocol (VoIP) service provider. It works by converting analog voice signals into digital data packets, which are then delivered over the Internet.

As a user, you don’t have to worry about what’s happening in the background. You would dial the same way you would dial a traditional phone system – either the physical device or the softphone, and the VoIP service provider handles the routing in the background.

In most countries, cloud telephony has become the default telephony system, and people, for a large part, have stopped using the traditional PBX-based telephony.

With cloud telephony, you don’t need the PBX system on the wall. It makes it convenient for your remote agents to access cloud telephony with just working internet connectivity and a softphone or browser access.

Cloud telephony as a standalone system is pre-historic (just VoIP). Today, it is used as a part of Unified Communication as a Service (UCaaS) or Contact Center as a Service (CCaaS).

Cloud telephony works along with many other communication systems, such as SMS, video, email, and CRM integration.

How Does Cloud Telephony Work?

As everything is on the cloud, you can manage your cloud telephony through a dashboard. It gives you full control – adding and removing numbers, adding new users, assigning numbers, call forwarding, and routing rules. You can manage all of these at the click of a button from a single interface.

It doesn’t matter whether your employees who need access to cloud telephony work from the office, a new location, or remotely from home – they can access cloud telephony from anywhere, and the communication can be seamless.

How Do We Use Cloud Telephony?

We use cloud telephony as a part of our contact center platform solution. We have engagements with multiple cloud telephony service providers, and we have integrated all of them into our platform.

Our customers pay-per-minute for the usage of all our contact center platform features along with cloud telephony. We provide them with redundancy and failover with multiple provider integrations.

This makes our solution ready for remote workers and work-from-home agents. You can configure and make the system available in no time.

One thing that is clearly coming out is that cloud telephony solutions are ideal for remote workers. I am going to spend time talking about the top 10 benefits of using cloud telephony solutions for remote workers.

Ten Benefits of Using Cloud Telephony for Remote Agents

1. Scalability

Imagine a situation where you are increasing the number of agents from 20 to 40 for a specific campaign – you have to buy additional lines to be added to your PBX or PRI lines to ensure that your agents can use them to call your customers or respond to your customers.

All of these require a lot of planning, which is cost-prohibitive and cumbersome. What do you do with the infrastructure when you want to scale down? This becomes a huge challenge.

With cloud telephony, you can scale up and down your infrastructure at the click of a button. You only pay for what you use. Now, you don’t have to worry about launching newer campaigns that are location and event-specific.

2. Flexibility

When you ramp up your team, how often have you found it difficult to recruit people and get them to work from your office location?

With cloud telephony, you have the flexibility of recruiting people from anywhere in the world. They need working Internet connectivity and access to a browser or softphone to be connected.

You can have a diverse and distributed workforce addressing customers worldwide without having to worry about your contact center infrastructure.

How about your remote working agents or work-from-home agents?

Again, you don’t need expensive VPNs to connect to your office infrastructure. As your telephony is on the cloud, and for that matter, your entire contact center is on the cloud, it makes it convenient for your remote and work-from-agents to connect easily with an Internet connection.

3. Improved Productivity

With the integration of cloud telephony to the contact center platform, your business gets access to advanced auto dialing capabilities – preview dialing, predictive and progressive.

With the support for advanced routing, incoming and outgoing calls can be routed based on skill, time, and location of the agents.

4. Unified Communication

As cloud telephony is a part of UCaaS or CCaaS, it is easily integrated with industry-leading CRMs, helpdesk software, ERP, and other best-of-breed IT systems.

This makes it easy for your agents to access all the customer interactions in one interface and provide them with the best possible resolutions to their challenges. This can be done from anywhere and anytime.

5. Business Continuity

When you implement cloud telephony, you are obviously not dependent on one provider. Instead, you have multiple cloud telephony providers integrated with your contact center platform.

This allows you to build redundancy and clearly defined failover routes. As a business, you would not even know whether you are working on the primary telephony or the redundant infrastructure.

The experience is so seamless that it ensures business continuity close to 100% of the time.

6. Rapid Deployment

During the pandemic, we migrated thousands of agents to work from home on our cloud contact center platform within 24 to 48 hours.

The deployment is that simple – you are up and running in no time with an infrastructure that you can access anytime, anywhere.

Your entire distributed workforce can have access to the cloud infrastructure with a decent internet connection and access to a browser or softphone.

7. Automatic Updates

How do you update the security features on your cloud telephony or cloud contact center platform? You will have to run patches of security updates on your servers.

With cloud telephony, you can easily run security updates and patches during your off-peak work times without any disruption to your work schedules.

There is zero manual intervention needed in this process.

8. Compliance

Your cloud infrastructure is compliant with common standards and regulations demanded by businesses in different verticals.

It is time-consuming and cost-intensive to ensure compliance with different standards. With cloud infrastructure, it becomes easier as the basic infrastructure ensures compliance with HIPAA, PCI-DSS, TCPA, CCPA, GDPR, FDCPA, NLC, SOC2, STIR/SHAKEN process, DoT & TRAI regulations, and ISO 27001.

9. Zero IT Burden

Your internal IT teams do not have to manage the telephony infrastructure or, for that matter, the contact center infrastructure.

Your cloud service provider will take care of the deployment, monitoring, security, customization, and compliance needs.

As a business user, you can plug and play and start using the system. You can tweak it to fit your business needs through the management dashboard.

10. 24×7 Support

What if we say that we offer 24×7 access to phone, email, SMS, and messaging apps?

Would you agree you would be happy? Most cloud service providers offer the flexibility of 24×7 support to their customers.

This is one of the reasons we have been very successful, as we help more than 1500 customers with their customer experience function worldwide.

Would you believe that we haven’t had a customer churn from us in the last eight years of operations?

Check this article on : Connecting the Dots in Customer Experience using Contact center solution

The moment you think about remote workers, work-from-home agents, or distributed workforce – you are certainly looking at cloud telephony and cloud contact center infrastructure.

You would have a seamless communication mechanism to interact with your customers, partners, and stakeholders with the cloud infrastructure.

It makes it very convenient for your agents and supervisors and considerably reduces the cost structure of your customer experience function.