In simple words, cloud telephony is a calling system delivered over the cloud. It replaces traditional phone lines and calling hardware by hosting the phone system on the internet. Alongside calls, people can also connect through other touch points such as instant messaging, video meetings and CRM.
What is cloud telephony and call tracking?
Cloudshope Technologies Pvt. Ltd.'s software helps you eliminate the mess and extra cost of setting up infrastructure. Many businesses have made their communications scalable, flexible, feasible and reliable by moving to the cloud telephony services provided by Cloudshope Technologies Pvt. Ltd.
Call tracking improves effectiveness by using data to optimise call routing. With IVR services, calls can be transferred to the right agent depending on the caller's input. This gives callers useful information and can also connect them with live agents immediately.
Cloud telephony and call tracking have become part of marketing tools and strategies. Because so many consumers call businesses, it is important to track and analyse those phone calls.
Cloud telephony and call tracking software from Cloudshope
The two most relevant cloud telephony and call tracking tools provided by Cloudshope Technologies Pvt. Ltd. are the following.
1. Interactive Voice Response (IVR): IVR is an automated cloud telephony and call tracking system that helps organisations keep track of their leads. An IVR service lets an organisation use pre-recorded greetings or menu options that customers access through their phone keypad.
The major benefit of an IVR system
Call routing and call tracking: call tracking plays a vital role in mapping leads and resources for the company. The data shows which services callers access most often and highlights potential pain points in the caller journey. Call routing makes sure each call reaches the most suitable person in the organisation. Call tracking helps organisations keep records of their prospects, and those prospects often go on to become loyal customers.
2. Automated dialer: an automated or auto dialer is software that dials numbers from a contact list or another database automatically. Its primary objective is to connect your agents with more potential customers or existing clients in less time. Automatic dialing is the auto dialer's key function: numbers are dialed automatically from the database uploaded by the organisation.
The major benefit of an auto dialer
Call recording and call tracking: the call recording and call tracking features in an auto dialer bring a host of advantages for businesses. Call recordings can be used for training purposes.
Call tracking, meanwhile, helps the business keep records of prospects and later check how effective its campaigns have been.
Merits of a cloud telephony and call tracking system
- Scalability — With Cloudshope Technologies Pvt. Ltd., a cloud-based telephony provider, scaling is easy and cost-effective. As the business expands, you can add more users without worrying about expensive hardware, so you can focus on growing the business rather than managing your phone system.
- Reliability — Cloud telephony and call tracking systems are a reliable solution for every business. They are managed by professional service providers responsible for maintaining and updating the system, so it is always up to date and working efficiently. Cloud-based systems are also designed to be highly available.
- Advanced features — Cloud telephony systems like Cloudshope Technologies Pvt. Ltd. offer a wide range of advanced features that improve operations and customer service, including AI-based call routing, voicemail-to-email, multi-level IVR and advanced call analytics. Calls reach the right agent so no customer call is missed, and voicemail-to-email means important voicemails can be accessed from anywhere in the portal.
- Improved customer support — Many small businesses have a reputation for good customer support and go out of their way to meet customers' needs. Call tracking, which typically comes with call recording and automation, helps them improve that support further.
- Tracks the number of calls — A report of how many calls you received helps you analyse marketing campaigns. You can also track where calls come from and when they arrive. This data is vital for building strategies and campaign plans, and for understanding your customer's journey.
- Identifies strengths and weaknesses — The benefits are not limited to businesses and customers; they extend to your workforce. Call tracking lets you track the performance of each team or individual to see how well they are doing their job.
Conclusion
Cloud telephony and call tracking is a great solution for businesses of all sizes, offering reliability, affordability and scalability. When choosing a cloud telephony provider, consider pricing, security, features and coverage, so you can be sure of getting the best cloud service for your business.
To compete in today's business landscape, you can no longer ignore the importance of putting the customer first. As businesses grow, representatives handle hundreds of calls a day, and without cloud telephony integrations or call tracking it becomes difficult to handle and track call flows. That leads to lost leads and revenue leakage. Cloudshope Technologies Pvt. Ltd. helps you close those leaks with a setup of your own to keep track of both your customers and your workforce.
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