Cloud telephony provides an opportunity to enhance customer interaction and improve experience, as outlined in my earlier blog. Now onto the business benefits – and today’s silver lining of cloud-based services!
Starting with the trend towards home-working; as this grows, businesses are keen to ensure their infrastructure enables them to maintain visibility and connectivity with remote workers, wherever they are. Likewise, with companies often operating regional call centres across multiple locations, the importance of having a complete picture of call activity is paramount. However, the individual telephone systems that support regional call centres often operate in isolation or are run by different providers – thereby (ironically) clouding the situation. Cloud telephony brings everything together into a central system. This means that remote workers access the same system as those on-site – and, crucially, deliver a consistent customer experience. Continue reading