The best cloud phone systems offer a variety of features for your team. Look for scalable pricing, third-party integrations, and strong customer support to accommodate your business as it grows.
Integrated team collaboration tools make it easier for teams to communicate and solve problems internally. Features like contact notes allow team members to read through previous client conversations, ensuring they provide the right solution to each caller. Read on to have a guide to cloud phone systems.
Voicemail
A voicemail system allows callers to leave messages if the person they called isn’t available. Typically, the message includes a recorded announcement and options for further instructions, such as paging or transfer to another extension.
People don’t like waiting on hold, so most will leave a message explaining their issue or question. This allows them to return the call on their own time.
Automated Call Routing
Using call routing technology, businesses can direct calls to suitable agents. This allows for better customer service with shorter call wait times and can help companies maximize agent productivity.
After a caller responds to an IVR menu, they are transferred to a queue via automatic call distribution (ACD). Calls can be routed based on your pre-set rules, such as skill- or time-based routing.
Voicemail-to-Email
Voicemail-to-Email allows you to receive a notification when you have a new voicemail via your email. You can then manage your voicemails like you do your emails- on a smartphone, tablet, or computer.
This feature improves productivity by eliminating needing to check your voicemails for new messages constantly. Getting email notifications also means that important voicemails are easily shared and accessed by multiple workers.
Call Recording
With call recording, agents can revisit or recall customer details after the call. It also helps teams oversee and monitor call quality.
Hosted voice solutions eliminate expensive on-site equipment and hardware, making it easier for remote teams to connect.
Automated Attendant
Often called digital or virtual receptionists, auto-attendants efficiently funnel calls to suitable agents and departments. They can also provide important customer information like business hours and location.
These features reduce wait times and ensure callers are connected with the right reps to resolve their issues quickly. They also help improve overall call flow and increase customer satisfaction.
Automated Call Forwarding
Automated call forwarding enables your team to work from wherever they are and not miss any calls. Whether you use time-based routing, relationship-based routing, or geographical location-based routing, calls are routed to the best available agent, ensuring your customers are not left waiting.
If a customer cannot reach you or their preferred agent, calls can be forwarded to a voice message system based on a set schedule.
Call Analytics
Call analytics is the collection, measurement, and analysis of caller data. It enables marketers to deliver personalized customer experiences and measure ROI from marketing campaigns.
It provides marketing attribution by connecting calls to the social media display ads, search keywords, or web pages that drove them. It also enables sales teams to understand their prospects and customers better and tailor follow-up tactics.
Call Queuing
A call queue feature allows you to set how long a customer can expect to wait before they are connected to an agent. You can also choose what type of music or tone to play while customers wait and if they will be transferred to voicemail after a specified time.
IVR systems and call queues can help your employees by arming them with critical information about their callers before they connect. This can significantly increase first-call resolution rates.
