In the modern era, when ten-year-olds are smart enough to create a backup of their mobile phone’s data on the cloud, it becomes necessary to keep updating yourself. And if you are a company trying to survive in this revolution of the internet, you need to stay on top of your things and know the importance of hosted phone system or cloud telephony for your customer service.
What is hosted phone system?
Gone are the days when a PBX server was at your office premises. The service would become sluggish during downtime, and data could be lost. The hardware setup would be troublesome. Thanks to the internet revolution, we now have hosted phone services available. They have picked up the hassle and pushed it towards the invisibility of the cloud.
Hosted phone systems are the service of telephone, be it voice messages, texts, or emails, put up on a server on the internet. The cloud regulates all such communication. The client and the service provider both meet halfway to interact. This is the opposite of the corporate hassle. They are introducing a medium in between help in making the process more efficient. The employees need to log in to their browsers and get to work. The lack of hardware proves lucrative because it only takes up a little space in the office premises.
The conventional telephonic communication methods falter in the light of cloud. With this new method, traditional telephonic communication like IVR, call routing, and PBX as a whole seemed ancient and would soon be obsolete. While the old system required the company to put much effort and investment in providing the infrastructure for customer service, hosted phone systems come to the lap as a small package of minimal investment, packed with benefits for both the company and the client.
Benefits of Hosted Telephone System
For the clients
The whole idea of hosted phone system is to introduce a more relaxed and flexible space for the interaction between the company and its clients.
● Reliability: Through the cloud, the data has become more secure. With the amazing feature of data backup, hosted phone system ensures that it stays a reliable mode of telephonic communication. Since it preserves important information for any of the clients, it is more likely that customer loyalty is increased.
● Security: The privacy of customers is maintained by cloud telephony. Since the number of clients is not revealed to the customer service employees, anonymity is maintained. This also comes handy when receiving or sending OTPs. It is through the cloud that the client and the company meet. Since the internet does not ask for anyone’s private phone number, privacy and security are maintained.
● Recording of calls: The key feature of hosted phone system and the major difference between it and the conventional PBX is how the latter always records the call. It is not just important from the company’s point of view but is a crucial part of the customer’s experience. The calls for customer service ought to be recorded since they provide a major chunk of data, feedback, and proof in case of any mishappenings. While older systems fall and go through downtimes, the cloud never fails to record important client calls. Even if the employee misses the client’s call, it can be replayed as recording and saving the client’s data would happen instantly. The company can also review the recordings later to understand better and deal with customers’ issues.
For the company
The many advantages of hosted phone system is not confined to just the clients, but it helps the company a great deal, too.
● Easy to set up and access: The company’s efforts to set up the hosted phone system are reduced since no hardware is required. The software is easy to set up as well as to update. The customer service employees must use the internet or the installed software to connect to the clients. Due to its flexibility is not restricted to a certain geographical location and can be accessed from anywhere.
● Regulation of traffic on call: All the networking is done with the server present online. This helps in the regulation of online traffic. With a hosted phone system, the client will not have to hear the staccato beeps or wait long because the cloud and IVF connect the client to the appropriate and available customer service employee.
● No maintenance cost: The infrastructure is negligible in the cloud telephony system. Therefore, the maintenance cost is very less. Even for the paid updates for the service, it is usually a pay-as-you model. This is very beneficial for small companies. The downtime for the hardware also requires maintenance. The employee count also is reduced when much work is attributed to the cloud. Their payment is reduced from the company’s payroll, making it lucrative for the enterprise’s owner.
Conclusion
Hosted phone system or Cloud telephony is the way of the future. It enhances the customer service model of a company and helps it gain customer trust and loyalty. The enormous scalability of cloud telephony ensures that the business keeps growing without any confinement. Through this new form of telecommunication, the data is saved, security and anonymity are maintained, costs are reduced, and the experience is better. More companies are changing their model from traditional PBX to hosted phone systems as it is proving to be a much better option to be applied to the customer service space of every enterprise.
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