Savvy businesses are shifting to cloud phone systems offering advanced communication features to boost operational efficiency. Hosted off-site, cloud systems allow employees to log into a central network with any computer or mobile device with an internet connection. The system’s centralized dashboard provides flexible customization options. This includes setting up auto-attendants, implementing call settings, ring groups, virtual voicemails and other time-saving tools.
Automated Call Routing
Automated call routing allows your business to direct calls to the right agent. IVR menu prompts callers to press a key for their desired department or purpose; then, the system connects them to an available agent.
Using data, such as talk time or agent performance metrics, calls can be directed to the agents most qualified to handle customer concerns. This helps ensure first-call resolution.
Voicemail to Email
In a workplace where emails are dominant, voicemail to email notifications make new messages hard to miss. This cloud phone system feature delivers reports as email audio or text to employees’ devices. It’s good to cloud-based system since using them has many advantages. Premium features also reduce the stress of high call volume by allowing agents to transfer calls to available teammates. This improves teamwork and customer service. In addition, CRM integration helps teams keep customer data readily available for support.
Auto-Attendant
Cloud-based phone systems offer business phones with auto-attendant capabilities that allow callers to navigate the system’s call flow easily. These options can connect the caller to users, a specific department, or even direct calls to voicemail. Think of an auto attendant as a digital receptionist: It can list the different departments a caller can contact by pressing numbers on their keypad (“press 1 for Suzy, press 2 for Bill”). This helps you avoid missed calls and improve customer experience.
Call Recording
Having the right call recording solution for your business can be a powerful tool for improving customer support, coaching employees, or identifying areas for improvement.
Modern VoIP solutions with call recording and transcription are easier to use than ever. Machine learning and Voice Intelligence can help highlight action items or critical call snippets so that you don’t need to scan the entire transcript.
Call Queuing
Callers can be queued up to connect with the best agent available. It’s a great way to reduce subjective wait times and provide a better customer experience.
You can prompt callers to answer essential questions using the IVR keypad while in the queue to route their concerns to the right department properly. This also allows for personalized greetings and offers.
Call Forwarding
If you or your employees are always on the go, call forwarding is a great way to ensure customers can reach you even when you’re not at work. Calls can be forwarded to a home line, personal phone, or any other number or contact. Additionally, you can set your system to ring multiple numbers or contacts simultaneously so customers won’t receive a busy signal when calling you.
Interactive Voice Response (IVR)
For companies with high call volume, interactive voice response (IVR) is an automated auto-attendant that enables customers to self-serve by pressing keypad options. This can improve first-contact resolution rates, lower operational costs and reduce the number of calls handled by agents. IVR technology also offers natural language processing software for faster customer service. Other time-efficient features include DTMF touch-tone signaling, ring groups, and call delegation.
Call Center Automation
Despite how careful your agents are, human error is inevitable. Automation tools and AI can automate common tasks to reduce mistakes. For example, automated outbound messages can be sent to customers in response to specific notifications and events. This frees up time for agents to focus on more important tasks. This also improves agent morale and overall customer satisfaction.
Call Pops
Callers expect to be recognized and have their issues resolved quickly. Call screening tools, like screen pop, enable agents to do just that by displaying customer history data on an agent’s computer screen when a call connects. This helps reduce customers’ calls to repeat themselves to different agents. It also improves customer experience and boosts productivity.
Customer Callback
Offering callbacks to your customers is a great way to improve your abandonment rate and boost customer satisfaction. It works by labeling unanswered calls as a customer callback and automatically ringing them back at your specified time. The callback feature also gives the customer a personalized greeting and information about their visited webpage. This information helps advisors to solve the customer’s problem quickly and efficiently.