Remote working has become the new normal nowadays. As witnessed by Forbes, 70% of employees will be working remotely by 2025. With that, we can see how much steady growth remote working will achieve in the future. To keep up with remote trends, businesses are moving to the “cloud” to make business communication easy and efficient. All types of enterprises are utilizing an integrated cloud phone system to ensure constant connectivity with employees to drive productivity.

When incorporating our phone system to cloud capabilities, we often overlook the invaluable opportunities it brings to our business. It’s time to learn about the benefits of cloud phone systems in enhancing the productivity of your remote workers.

What is a Cloud Phone System?

A cloud system means your system will run on the internet instead of a physically installed system. It is not only mobile but a flexible communication solution in which calls can be made from any device from any location. A cloud phone system can act as a multichannel communication system wherein audio, video and web chats can easily be conducted online rather than meeting personally with the employees. 

The covid-19 outbreak has forced companies to adopt remote practices and cloud telephony can be a proven game-changer in the telecommunication industry. This allows a system that can easily conduct calls and develop a flexible working environment for workers so that they put all of their efforts into bringing efficiency and productivity to the company.

Benefits of Cloud Phone System: Learn How it can Support Remote Employees

A cloud phone system, often referred to as Voice Over Internet Protocol (VoIP) is designed to meet various communication needs. Let’s head into some prominent benefits of this advanced technology to understand how it can be used to leverage productivity and grow your business:

• Reducing Communication Expense

When it comes to communicating with the staff who are working remotely, businesses require solutions that are cost-efficient and easy to install. A virtual phone system allows your business to set up a virtual office at just a fraction of the cost. You reduce your monthly calling bills but just shifting your system to the cloud which ensures no installation and maintenance costs, thus lowering upfront administrative costs significantly.

• Complete Mobility and Flexibility

Undoubtedly, cloud phone systems remove various hindrances brought up by the on-premise equipment. A powerful cloud system will have the same capabilities as it has for location-based systems. Employees can log into the system from their tablets, smartphones or laptops from any location which gives them a flexible option to work. 

• Proper Staff Management 

One of the best advantages of cloud telephony is flexible staffing to support the needs of the business. A rapid spike in seasonal calls can effectively be handled by the system by lowering or adding remote agents as and when required.

Also, features like call analytics, IVR, call forwarding and queue management can assist you in serving customers better and also evaluating the outcome of calls. Supervisors are provided with dashboards and call recordings so that they can gauge the performance of remote employees and give feedback accordingly.

• Adaptable to Changing Needs

Business needs change as per the market conditions. A cloud phone system has a great benefit in scaling the calling mechanism by adapting to the needs of the business. Not only business but scaling up is also possible with changing needs of employees so that remote working is not hampered. No need to wait for the installation of the system as the new system is already equipped with all the things to get started. 

• Easy to Manage 

Not only easy installation, but a virtual phone system can also ensure that you have a good track record of each call. New features can be added by the service provider within the existing system and can be updated with great ease. 

Also, with daily call analytics, calls can be monitored and measured by supervisors so that they can improve operations and customer service. The control of remote workers is really important to keep the professionalism and work culture smooth. The comprehensive feature of call recordings and call barging can be helpful in improving the efficiency of remote employees.

• Improve Productivity with Flexible Working

The main purpose of a cloud phone system is to create a flexible working environment for employees by facilitating the mobility of software on which they are working. Likewise, when they get the necessary tools to do daily calls, it intends to enhance their productivity. Besides, a virtual phone system can act as seamless connectivity between you and your employees and it will build a healthy relationship eventually.

Summing it Up!

The rapid growth of remote working practices leads us to the requirement for a powerful cloud-based phone system. The system is capable of bridging a gap between you and your remote workers who are working far from the premises. If you want to improve the productivity of employees and enhance customer satisfaction rates, setting up a cloud phone system can make that happen.

The post How Cloud Phone System can Improve Remote Workforce Productivity appeared first on Sarv Blog.

At present, retaining focus is one of the biggest workplace challenges employees face. The constant urge to check and scroll phones might be the reason behind fluctuating focus and concentration. If to find, there are plenty of distractions in the workplace. These distractions widely affect the performance of sales teams, especially when you don’t have a cloud telephony solution. We know that when it comes to sales, the pace is fast, the pressure is high, plus there is healthy to unhealthy competition. According to a study, sales representatives are only spending one-third of their time selling while the rest of the time spends on manual work.

Doesn’t it sound brutal, yet real!

So, how can you motivate your sales team? The answer is simple – cloud solutions are to the rescue!

Why Cloud Telephony?

Cloud telephony solutions enable employees to remain productive and engaged. The solution acts as a co-pilot for sales representatives, allowing them to handle manual tasks related to calls. It turns out to be a game-changer in modern B2B2 sales, whether it is inside or field sales. Cloud telephony has become the best bet for getting more closed deals.

Motivate and Enrich Distraction-Free Workspace for the Sales Teams

To have highly motivated business growth, your business needs efficient and robust solutions for sales. Let’s take a look at how cloud telephony can enrich a distraction-free workspace for the sales team.

Reduce Manual Tasks

Cloud telephony offers various automation solutions and tools to the sales team, which enhances the entire communication process. Agents save more time and are more productive in persuading important prospects and building robust relationships.

Keeping Call Details & Notes in CRM

Customers hate repeating their issues and unsatisfactory communication pushes them to shift their purchases. Cloud telephony support companies to keep basic and important information about the customers, like SMS details, notes, call recording, etc., in the log. From purchase history to the last call – everything is automatically saved in the cloud. Amid cut-throat competition, losing one customer will be a great loss.

Dialers Minimize Manual Errors

Dialers have proven to increase the productivity and efficiency of agents. Sales dialers are the best choice for outbound sales strategy where representatives can make 30-50 calls a day. Manual dialing can lead to errors, thus affecting the overall performance of the organization.

Sales calls are partially about volume – the additional calls you make, the more likely you are to initiate conversations with prospects and generate leads. If sales representatives are spending 20 seconds dialing a number between each call, then it adds up to a huge amount of inefficiency.

Dialer simplifies and saves representatives time, thus boosting their morale and performance.

Give your representatives a dialing hand, give your representatives auto dialer and predictive dialers. Both have different calling frequencies and working. Auto dialer dials 1 number at a time and connects the lead with the representative. Missing a single prospect can be harmful to business.

Meanwhile, the predictive dialer dials multiple numbers at once and connects the representative with the answered calls only. This way sales representatives can handle multiple calls and prospects.

Click-to-Call CRM for Instant Connect

Did you know?

• To connect with prospects, it takes an average of 18 dials.
• Call-back rates are below 1% because of click-to-call
• Around 80% of sales need five follow-up calls.

The above-mentioned stats are pretty mind-blowing and it is more than enough to explain why implementing click-to-call software should be a priority for salespeople. Click-to-call removes the hassle of pulling up lead records, dialing their number, opening notepads, saving call logs, etc.

It allows your sales representative to call the prospects in just one click. The entire conversation is automatically logged and recorded, enabling reps to focus on selling. Also, in-depth reporting helps managers to analyze reps’ performance.

IVR (Interactive Voice Response)

IVR acts as the first line of defense, allowing users/customers to connect with the best available agent of a specific department. This ensures that the prospect receives a solution without wasting much of their time listening dial tones. IVR enables businesses to handle high-volume calls without making the customers wait for long.

The sales team can use IVR differently for different campaigns, helping them establish a better connection and more fruitful conversations with the lead.

Real-time Insights of Calls

To evolve the working process in the best possible way and satisfy customers, the sales team needs to upgrade their skills. Consistent sales training sharpens the skills and motivates them to learn something new.

Cloud telephony offers real-time insights into the calls and activities of the team. For effective communication, sales reps need to listen to LIVE calls, review recordings and analyze to enhance performance.

Final Thoughts

A sales rep’s team is filled with challenges. Their hectic day includes multi-tasking, prospecting, doing discoveries, scheduling demos, negotiating, closing, etc. But cloud telephony eases reps’ day, making them more productive and efficient. Understand your team’s challenges and eradicate them with the integration of cloud services. Help them stay motivated and satisfied, and support them to go over and beyond.

The post Boost the Productivity of Your Sales Representative with Cloud Telephony appeared first on Sarv Blog.

The financial services sector has been accelerating with digital transformation. They are turning their customer experience (CX) to stand out from the competition and be a differentiator in the market. A survey revealed that 63% of respondents would consider switching banking/ finance service providers if they do not receive communication as per their expectations.

Pandemic is one of the major reasons behind the pace of digital adoption. The time and need have given acceleration to cloud telephony that makes virtual communication, transactions, and interaction possible. It is a channel of communication that solves customer problems and secures all the data in the cloud.

Cloud telephony is revolutionizing the finance industry and optimizing experiences, resilience, and compliance. Take a look at the specific ways this sector is benefiting from cloud-based communications.

Sales & Lead Generation

Cloud telephony automates the sale and lead generation process where business not only identifies potential prospects but also nurtures them. The sales funnel allows you to track, qualify, and engage with data-driven leads. Your business can enjoy:-

High ROI

Sarv’s efficient and low-cost channel identifies and filters the leads as per the set criteria. The technology closely coordinates all the facets to ensure a smooth sales process.

Increase in Sales

You can easily amplify the sales bandwidth and process the maximum profit with our cloud communication solution. Not only that, you can keep track of all incoming and outgoing calls, helping you never miss a call. You can use click-to-call and auto-dial features to avoid delay and wait time. Don’t let any lead slip away because of technical delays and integrations.

Better Customer Satisfaction

Cloud communication added ease to communication, allowing companies to meet customers where they are (chat, voice, email, or video conferencing). The complete customer experience is streamlined with personalization because of CRM. Sales and support teams have access to up-to-date customer data when interacting with customers.

Tackles Compliance Challenges

Financial services firms are using cloud-based communications solutions to save money and hassle of compliance. The finance industry holds very sensitive and confidential information about users. The compliances and regulations differ according to the locations but the point of security remains the same. Cloud ensures security with its end-to-end encryption and other features like role-based permissions, data access, etc.

Greater Flexibility & Scalability

Remote working is possible because of cloud telephony. The flexibility of using one’s own mobile phone for communication removes the hassle of carrying devices. A stable broadband connection and log-in details will do wonders for the best customer experience. The telephony features are omnipresent, making the working environment flexible and increasing productivity efficiently. 

Scalability on the other hand means a business can scale without worrying about the infrastructure cost. The finance industry is a basic part of customers and their constant support is needed. With cloud telephony’s self-service, chatbots, and toll-free numbers, the industry can deliver the highest customer satisfaction.

Finance Service Sectors Use These Tools/Features Highly

Click-to-Call

Increase your sales conversion rate by 18% with the integration of the click-to-call feature. Your agents will easily connect with the customers, resulting in instant connection and solutions to problems.

Missed Call

Missed call feature helps in customer acquisition. Advertise a number for missed calls and ask customers to just give a missed call (an agent will connect soon, charging customers nothing). Calls received are trackable, thus agents can easily connect with the prospective customer.

Toll-free Number

The financial industry is using toll-free numbers to inform people about the products and policies. A centralized number will allow customers to connect with agents and get their basic FAQs answered. It helps in bolstering brand image and improving CSR activity.

Directory

Directly keep tabs of old and new contacts that give agents a preview of their information. The directory supports during the campaign, special offers, and emergency notifications.

Key Performance Metrics

The automated solution provides real-time updates and details on calls, chats, and emails. It shows how customer issues are resolved on the first call, what is call abandonment rate, and agent schedule adherence.

Call recordings

Call recordings are helpful for future references like quality analysis, training, and productivity. The recordings also support conflict resolution. You can pause, stop, and replay the recording any time you want.

Tracking & Monitoring

Tracking and monitoring assist in the collection of data like call times, durations, notes from calls, etc. The key objective of tracking and monitoring is to determine the performance of agents and whether the customer needs are being met.

Take a Step Forward For Agile Future

Cloud telephony is giving a hand to financial services firms to solve the industry’s main challenges like customer experience (CX), business continuity, and compliance. The technology is providing a leading edge to the sector and empowering it for a better future. According to the Financial Insights reports, the biggest global banks are witnessing a reduction in infrastructure costs by 25%, saving up to USD15 billion with cloud adoption.

The post How is Cloud Telephony Revolutionizing the Finance Industry? appeared first on Sarv Blog.

As we know education industry is all about exchanging and sharing knowledge. The communication between different stakeholders (parents, educational body, students) needs to be transparent and open for the purpose of attaining determined goals. Having the right medium for communication is necessary for ensuring smooth interaction between students and the educational institute.  Since communication is dependent on technology due to distant learning, cloud telephony can transform the way students receive learnings regularly. Cloud telephony acts as a unified communication system for empowering the education sector with tech-savvy solutions. With zero cost investment and no backend hardware, it significantly reduces the infrastructural and maintenance costs.

Power of Cloud Telephony 

Cloud telephony is used as a cloud communication solution for solving problems faced by the educational sector. Educational establishments are looking to integrate this unified solution within the communication process for enhancing mobility and productivity. With multichannel capabilities, features like IVR, call recordings, call routing, and call forwarding can help in connecting with students and accommodating their inflow queries. 

Educational institutes are leveraging the power of cloud telephony for bringing optimal outcomes. Let us see what advantages it can offer to the education industry

Connect with Customers for Front-Desk Counselling 

Cloud telephony offers a calling widget wherein visitors can connect with qualified personnel and get quick responses to queries. It leads to optimized front desk handling through automatic answering and recording of calls. 

The information available on the website is not sufficient for the students to get a depth view of courses. In that case, leveraging cloud telephony through developing contact centers can be helpful in connecting with students. It can be possible by click-to-call functionality in which students can directly contact the faculty to make sure every aspect is entertained.

Integration of IVR for Fast Response

IVR is a self-service tool that allows students to get answers quickly with the help of key inputs. It significantly reduces monotonous calling and gets only priority calls that improve the quality of customer service and also operational excellence. The advantage of IVR technology can help your institute to solve major problems by routing calls without any error. Streamlined communication in the internal administrative department saves time and cost. 

Facilitating Personalised Experience

Cloud telephony forms a link between the counselors and students wherein all the communication is direct and personal. Various Ed-tech startups are harnessing cloud telephony services to build trust within the learners. Bulk SMS service can be used to send regular notifications regarding exam timetables, class schedules, and result announcements. Hence, students are connected with the required information.

You can simplify communication within the internal administrative department which leads to lower manual processes. With the strong backing of data, you can ensure that the right information is addressed to students through streamlined procedures. 

Collaboration 

In the education industry, it is important that faculty members, parents, and students collaborate through a centralized system for the enhancement of overall performance. Cloud telephony can act as such a platform wherein they can connect seamlessly. It supports uninterrupted education by acting as a steady communication medium that works for everyone. 

Anywhere Accessibility 

The greatest advantage that cloud telephony provides is the scalability and flexibility of software. This means this platform can be accessed anywhere and anytime. Education institutes can make all scenarios productive and result-oriented with cloud-based communication.

Cloud is Empowering Education Sector

Traditionally, students had to face difficulty in getting the required information and they had to call repeatedly to get connected with the staff members. This has changed with the introduction of cloud telephony in which students can be routed to the correct department for apt information. 

By adding value to the education industry, this system allows students to communicate beyond the classroom and get relevant information regarding academics. This unified communication has improved the communication process to a greater extent. This can lead to better engagement and learning of students. 

Apart from this, this system can be a one-stop solution for increasing the productivity of agents in the call center. The performance can easily be improved through continuous monitoring for improving the quality of service availed to students. 

Cloud-based solutions have availed an opportunity for students and parents to collaborate and connect irrespective of physical location. The purpose is to facilitate quality education to students without any interruption. The educators can make a superior image by outperforming rivals and attracting more students to get enrolled in the institute or University. Prospective students can connect with the education setting directly and give required information by being a strongarm of the communication process. 

Summing it up!

With advancements in technology, the education industry is changing the way it interacts with students. Finding a unified communication system for seamless communication seems a great win for the education sector. Enhanced mobility and scalability features can help you to get customized solutions at a budget-friendly cost. 

The post Empowering Education Industry with Cloud Telephony appeared first on Sarv Blog.

The world is currently in crisis(yes, till date). Companies are forced to work from home. And employees are expected to meet deadlines to meet the challenges of telecommuting.

Needless to say, working from one room every day or sharing your workspace with loved ones is far from easy. And without the occasional water-cooled conversation, employees feel even heavier than their workload.

In addition, it is impossible for managers to understand the employee’s non-verbal cues through a computer screen. Video conferencing cannot be a successful substitute for one-on-one conversations, especially on sensitive topics such as performance reviews.

Although emails allow for consistent communication, they are too formal for meaningful employee communication. In addition, the endless flow of email can quickly become confusing and prevalent.

With such problems, your employees may feel out of sight. They may begin to wonder if their contribution will be noticed at all.

So how can you motivate your remote team?

Cloud solutions ensure that your employees stay productive and engaged while riding this emotional roller skate. They also help streamline and streamline communication with your remote team.

Why a cloud service?

Cloud Phone – A technology that facilitates the transition to telecommuting offers businesses efficiency and functionality. You can benefit from reduced overhead costs and increased productivity, while employees enjoy a comfortable collaborative environment, flexibility and comparative freedom.

If you want your team to stay focused or be creative when they work remotely, you need to introduce them to the field of cloud service. They should feel productive and not be overwhelmed by work. The mental health of your employees needs to be taken care of – if not you, who?

Cloud solutions can help you overcome all these challenges.

You can manage your business communications without restrictions or security issues, regardless of location or time zone.

You can offer employees full-featured desk phones. Unlike consumer phones, these phones instantly integrate with voicemail, business directories and other important aspects of the business phone framework. Gone are the days of tedious processes and weak security.

With a cloud phone, you get a monthly bill that includes the cost of all your extensions, even those used by your remote workforce. In addition, automated tools such as IVRs, chat robots, and voice transmissions help employees increase customer satisfaction and loyalty.

How can you motivate and enrich your telecommuting workforce?

Recent times have shown that a unified communications package is the best device for switching to remote settings.

Here are some hacking techniques to motivate and enrich your remote workforce with cloud-based tools.

Provide reliable and easy-to-use tools

Outdated and complex software can motivate your employees. Help them become more productive by upgrading outdated technology.

The cloud phone service is a feature-rich and business-friendly package. In addition to real-time analysis, it offers call scheduling, smart IVR routing, post-call surveys, voicemail, missed call services, automated bulk SMS, and more. These features automate manual operations, simplifying workflows.

Keep your team on the same page

For smooth operation, remote groups must be on the same page. Customer Relationship Management (CRM) systems and the integration of third-party applications make this possible.

These integrations enable your sales and support teams in a number of ways. Your employees can save the time and effort needed to constantly change screens, work efficiently, collaborate better, and provide a better customer experience.

Ensure quality conversations

A reliable communication system ensures high-quality internal conversations not only once, but every time a colleague contacts you.

Make your employees feel valued. Show them how much you value everyone’s work. Share the needs of each task with them and celebrate all their wins. Encourage them to come up with new ideas or strategies.

Here you can use the cloud to quickly set up conferences and web meetings and connect with remote groups in seconds. Keep the whole team connected to the cloud as if they were in the office.

Help your agents deal with high call volume

Dealing with high speech volume is difficult when the routine feeling of the agent is reversed. Although customer calls continue to grow, with remote setup, companies may be able to receive these calls.

In such cases, an IVR system is the right way to go.

Choose from pre-saved templates or create your own. Even better – choose the tones and phrases that best suit your business identity. Let your audience know about the status of your business and direct them to the self-service option for easier inquiries. Or, for more complex queries, direct them to an agent.

Take care of their mental health

Employees can be stressed about losing leads and mediocre performance. All this can significantly affect their mental well-being. Constant pressure can create a cycle of negativity that is difficult to break. So you need to alleviate the situation.

If you see a higher number of dropped calls, the Missed Calls service can help you effectively connect and reconnect with lost customers without being stressed by your employees. You receive real-time alerts for each missed call, including their number, details, and timestamp.

This service can also send automated SMS to callers informing them of a properly registered call. You can then call them later at a time convenient to both parties.

In conclusion

Remote working seems to be the way of the future. So it’s time to get your teleworkers on board.

Go beyond the usual feedback and build sensible working relationships with cloud services. Understand your team’s challenges and help them stay motivated and satisfied.

Add offers for your telecommunications settings, such as service packs, health benefits, gaming, team games, birthday celebrations, and more. With a combination of a strong telephone solution and consistent, positive and transparent inter-office communication, your colleagues are bound to move.

Define your approach to catapulting your team’s productivity to a new level.

The post Motivate, Communicate and Enrich Remote Teams with Cloud Telephony appeared first on Sarv Blog.

When a business integrates different marketing mediums under one channel, it becomes easy for customers to get everything in one place. As technology is integrating our lives every day, the line between online and offline works is getting blurred. There are so many devices around us connected to the internet. We use each of them for some specific tasks. But to match the speed of the world, we look for a solution that can run on a single device without compromising the user experience.

This is where omnichannel experience comes into existence. So what does it actually mean? Let’s begin with its definition.

What is Omni-Channel Experience?

Omni-channel can be defined as the multi-channel approach to marketing, sales, and customer service with solutions integrated under one entity or organization that is making the approach. It does not matter where the customer has been reached out.

When a single organization provides its customers an integrated customer experience through sales, marketing, or services, it falls under Omni-channel experience. No matter where the customer is, online using desktop or mobile devices, at the shop, or over the phone with an agent, the experience should be seamless everywhere.

Creating this kind of experience needs integration of customer-serving solutions to its depth. There is a very thin line between omnichannel and multi-channel services if you don’t know about them well.

For example, you are running different campaigns for your organization. You set up an email campaign over one tool then move to another tool to create SMS, missed calls, and other kinds of campaigns. But it does not make sure that these tools are working seamlessly.

This is what Omni-channel is. Everything works seamlessly here. Every tool will be integrated under one solution that will help them work in a synchronized way.

How Sarv is Creating Omni-Channel Presence:

To attain more customers, every company should invest in the omni-channel experience infrastructure. To create this model, take these stakeholders into account.

• Product
• Marketing
• Sales
• Customer Support
• Customer Success

These are the 5 departments we are going to take under consideration while creating the omni-channel experience. Infrastructure will serve your business as a medium that works towards common goals and objectives.

Sarv has different solutions that can help your business create this infrastructure. All these solutions work in synchronization with each other and can be controlled from one account which makes it an ideal option for your business.

SMS Marketing:

This is the best medium to communicate with your customers. SMS can be used for translational notification, OTP, promotional campaigns, and in a way that fits your needs.

From the dashboard, you can set up the whole campaign within a few minutes, and with a few clicks, you can activate or deactivate a campaign. Integrating it with missed call service makes it more efficient.

Also Read:- How SMS is a Big Solution for Customer Reach

Email Marketing:

Emails, the basic need of any business nowadays. Just like SMS, emails can also be used for transactional messages, OTP, campaigns, and product launches. As you may know that email marketing has 400% of ROI.

Sarv provides you this solution with advanced segments, A/B testing, drag-and-drop editor, reports, and matrics. All these will make your campaign more smooth. Under one login, your team will be able to manage emails, subscribers, people leaving you and potentially want to join you.

Also Read:- Top 8 Successful Email Campaigns to Send Your Subscribers

Cloud Telephony:

How can you create a seamless customer experience channel without having a call center? Sarv offers you both on-premise and virtual call center services. As it is part of cloud telephony, it also works along with toll-free service and missed call service too.

While opting for the toll-free number, a business can use its existing phone number. If not, a business can also host a number of its liking. With live IVR and cloud synchronization, Sarv delivers you a flexible telephony solution.

Audio and Video Conferencing:

Whether you are scheduling a meeting with your team or your customers, Sarv audio and video conferencing software allows you to conduct meetings on the go with them. Sarv offers both Audio and video conferencing as its products.

Audio conferencing work on VOIP technology makes communication more smooth and with less interference. The moderator of the conference can control the conference from anywhere, just by logging into its account.

Sarv Wave, our video conferencing software, is a purely made-in-India video conferencing solution that was ranked second among 2000 solutions in Innovation Challenge for Video conferencing by the Govt of India. Wave comprises all the basic and advanced features that you need in a video conferencing solution.

Also Read:- Why a Brand Need a Voice Marketing Strategies

Conclusion

All these services can be controlled with one login credential, but that is not the main attraction. Once you join hands with us, you will be able to move smoothly between these services while creating an omni-channel infrastructure for your customers just like we made for you. If you still have a single ounce of doubt, feel free to contact us.

The post Omni-Channel Marketing Solution For Businesses From Sarv appeared first on Sarv Blog.

The world is changing in this era of the pandemic. So many different technologies are emerging as the solution to keep this world revolving. Cloud telephony is one of those solutions that is making sure that businesses are still connected with their customers. It is not only helping businesses connect with their customers, but it is also increasing productivity. How? With cloud telephony. It has a flexible structure that allows executives to work anywhere and anytime.

India is currently one of the greatest consumers of Internet-based communication or contact centres. Data is also now available here at a cheap price and almost everywhere. A wider man-power is also available in India. Yes, so many companies were unable to grasp the benefits of all these and remained behind the curve.

Cloud is the solution that has enabled all these companies to seize the opportunity. Also, the pandemic was the main reason that forced these companies to tap into adapting this work style.

Is It ‘Contact Centre’ or ‘Call Centre’?

If you look at the Contact centre in a microscope, you will find that the call centre is part of its functioning. When asked to an industry worker about it, sometimes even they might find it hard to explain how both are different. So, let me try to put both into some simple words. The Call Centre only handles connecting with customers over voice.

Contact Centre covers fax, chatbot, live chat, email, voice (call centre) and every other medium to establish connections with customers. Both are built to solve customers’ queries, but call centres handle it over voice and contact centre handles it over all other channels, including voice.

Looking into Global Trends

Looking at a report of Mordor Intelligence, a research firm, North America is the largest market of cloud telephony. But, in the same report, the growth of cloud telephony in the Asia Pacific is at the top from 2019 through 2025. Cloud telephony industry was worth USD 13.17 billion in 2019. Also, the industry is changing according to the demands of the customers and companies. In 2017, almost 40% of contact centres moved to cloud telephony, and 57% claimed that they are planning to move by 2020.

What Exactly is a Cloud Telephony System?

Cloud telephony is almost everywhere around us. We are moving from cord telephony to internet-based telephony. If we look at the growth, the cloud telephony grew so much faster in 2019-2020. Putting it into much simpler words, cloud telephony is a telephony system that is controlled via the Internet. Regions it is serving are, retails, eCommerce, banking, health and some others.

What Inspired The Growth?

Relief in the Maintenance:

There was a time when companies were using PBX for their contact centres. Maintaining this hardware of switchboard and licensing makes PBX a lot more hectic. As the cloud telephony started to become more popular, the replacement of PBX started happening. But why was it replacing PBX? One main reason was less hardware to install. As cloud offered service over the Internet, it required very much lesser hardware than PBX.

You can connect several devices without any need of demanding a new connection. After cloud telephony, companies got a website based dashboard to control all the workflow. This simplifies the complexity of the work chain for new and old employees.

Language is Not a Barrier Anymore:

When a company expands its business to a new location, it needs native people in its contact team. This seems to be like a burden, as you need to either set up a contact centre there or hire native ones at the main location. First one is costly and impractical and the second is hard to find as native speakers are not available everywhere.

Cloud telephony allows employees to work remotely. So now with this, a company can hire people from anywhere. To manage these remote workers, a company can use a web-based dashboard. No problem of accent, pronunciation, or other communication problems.

No More Interruptions:

We all know how calls on that old wired hardware were like. There was always grumbling about the wobble sounds, and with rain, calls were no less than pain. The Internet eliminated this problem by removing hardware from the equation. So, there is no more foggy communication.

Storing data on the cloud is also more convenient than storing it on company systems at the premises. This makes accessing data more flexible with an extra layer of security from the cloud.

Respect Privacy of the Customers:

As executives connect with customers over the cloud telephony system, it hides personal information on both ends. This layer of protection and respect of privacy makes a call more secure in that age of data leakage. Phone numbers, at both ends, are masked by the system. Due to this, both ends are unable to identify the real identity of each other.

Customization is Handy:

Cloud telephony gives a lot of customization to the software. You can integrate more tools, software, and other handy extensions to make the contact process effortless. With this, you can customize chat messages, call tone and other stuff according to seasons, festivals or holidays. This helps non-expert employees to work smoothly without any hassle.

So these are the reasons why cloud telephony is expanding its wings in a pandemic. Cloud Telephony is sure to grow more during this time and in future too. Companies and organizations have seen cloud telephony’s potential for making them future proof and flexible.

The post Cloud Telephony and Its Growth in 2020 appeared first on Sarv Blog.

Cloud technology has gained popularity in the business environment and is growing by leaps and bounds. For many businesses, voice communication is an important part of communicating with customers and vendors. Voice communication has more potential than other communication and can enter into or break a deal. When it comes to CRM, voice plays a vital role and shows its impact on the customer experience more than anything else. This is where cloud telephony comes in. Over time, the use of cloud telephony in the field of SMEs (small and medium-sized enterprises) will increase significantly.

According to the Gartner report, the cloud services sector has increased to $ 383 billion in 2020. If you still use the old and traditional PBX (Private Branch Exchange) system, it means that you are lagging behind your competitors. The development of new technology has made communication easy and efficient. You can easily migrate to cloud-based services without the need for additional infrastructure or technical knowledge.

Increasing efficiency and increasing sales is a top priority for any business. To achieve this, cloud technology offers many opportunities through easy scalability, higher productivity, and faster growth. Many business owners have already switched to cloud services to achieve larger goals.

Also Read:- Cloud Telephony and Its Growth in 2020

Through this blog post, I’ll explore six key benefits of using cloud telephony that can help your business in 2020.

Reduced Cost:

Cloud telephony services help businesses reduce costs by eliminating the need for installation and maintenance. Yes, there is no installation or any type of maintenance required in this service. They can manage their communication within their budget without compromising quality. As a result, SMEs can communicate effectively with their customers and run successful marketing campaigns. Through fast installation, low maintenance, minimal setup costs, and technology development, the cloud service helps businesses achieve a high return on investment. Cloud technology does not require large investments in advance.

Improved Productivity:

Cloud telephony services offer a service that responds to virtual calls. With this feature, you don’t miss any calls from any customers. According to analytics, telephone communication’s response rate is 8.21%, while the e-mail rate is 0.03%. The cloud helps you connect your customers conveniently from anywhere, anytime. It makes you available to customers whenever they need them, thereby building customer trust and increasing business productivity.

Also Read: Why Cloud-Based Call Center Should be Implemented to a Business

Boost Your Product:

Through this automated communication, your customers can connect directly to different departments if they wish. This will help you recognize a professional organization that is fully equipped and well organized as an MNC. In addition, local area codes can give customers the impression that your business also has a local presence. That’s why you can communicate with your customers worldwide, whether or not all of your operations take place in precisely one workplace.

As a result, you can magnify your company’s brand with efficient call management support and quality service. This way, you can increase customer confidence in your organization and benefit from the positive word exchange offered to potential customers.

Also Read: How to Choose Right Cloud-Based Call Center for Business

Flexible Scalability:

Each SME has budgetary constraints on expanding its activities. However, once you move to a cloud solution, you don’t have to invest in infrastructure, or and it will help your business develop easily, as market needs show. The only thing needed is the route of the incoming customer call to the added business extensions.

You have access to handle all customer calls from any device and location. Thus, your communication is managed through one channel without any restrictions. Therefore, the cloud service offers flexibility for your company to cope with communication in a large customer database.

Better Integration:

Cloud telephony services support CRM’s integration with Google spreadsheets, Salesforce, Agile, and other applications. So you have different platforms to reach your customers. It also means that your team members should be aware of the integration tools; otherwise, they may need training. As a result, each employee’s customers can be quickly contacted from any device and ensures that each customer’s needs are adjusted regardless of the employee’s location.

This cloud support, telecommuting capability helps organizations provide the best service to customers whenever they need it. In turn, this increases the chances of repeat purchases from an existing customer and positive feedback from potential customers.

Also Read: Sarv Dot: Introduction to On-Premises Cloud Telephony Solution

Call Data Analytics:

The cloud telephony system generates detailed information about each call and message, for example – call volume, missed calls, average call time, call price, etc. Such data helps SMEs monitor the performance of each customer and employees without the need for additional resources.

As a result, the organization can identify areas for improvement and know exactly what goals to set for the next day. It also helps employees provide clear feedback and training to improve their performance, making communication as effective as possible.

Summary:

It isn’t easy to find the right expertise and support for business and the market to thrive. However, cloud telephony service is a viable solution to all your problems and creates little room for improvement.

According to Microsoft, cloud services have helped SMEs reduce their IT workload by 42%. Cloud communication allows you to expand your business according to market needs, allowing you to work remotely. If you run a business, the cloud service is the right choice. It can provide you with all the best business communication tools to bring you closer to your customers and improve your company’s presence. So if you want the best service all around, Sarv can be the best choice as it has all these necessary tools for your business.

The post How Startups can Highlight Their Business With Cloud Telephony appeared first on Sarv Blog.

The Covid-19 recession, followed by social distancing and nationwide closure, we have a major impact on businesses. No matter how established they are, the way they reconsider or manage and operate their business, including their business plan, is important.

It has become difficult for most companies to maintain their financial coverage during this lockdown period due to lower revenue declines and general uncertainty in the global financial environment. Not only this, but managing customers has also been a challenging task for every organization. Everyone nowadays works digitally as no one wants to lose the business. To improve this, they had adopted many solutions from cloud telephony solution to video conferencing tools. Sarv is a collection of these services.

This article will help you understand each service and how it can help your organization easily. To understand it, let us see the services and their uses in the current situation:

1. Missed Call Services: India is a price-sensitive country. Customers do not invest in anything unless they are sure of the result. Missed phone numbers are regular 1800 numbers or 10-digit virtual numbers that allow businesses to track customer leads and And on the other hand, customers get information about the business or the product they are going to invest in. So to have this service in this period for your business can help your customers reach you quickly.

2. Toll-free Numbers: These numbers allow the caller to connect with the business without any charges. Toll-free numbers are another element of cloud telephony solutions that play a key role in this context. So now, let callers contact you at zero cost. Whether you want to increase sales, easily manage high traffic, increase reliability, or whatever, this is the right solution for you. So this can be a powerful platform that meets your business needs.

3. CRM Integration: In this time of crisis, most companies are using CRM software to automate their databases, strengthen customer relationships, and implement innovative strategies to maintain stability by synchronizing overall process workflows. This service can help you interact with old and new customers, recognize the right customer, organize activities, and plan events for your business and whatnot. So CRM can be the best project management tool as it will make you more flexible and supportive toward work, customers, and process workflow.

4. Video Conferencing Tools: People nowadays are working from home and are finding ways to connect with employees and customers. Here video conferencing tools are the perfect aid as it has become the best solution for such issues. This type of tool has all that you need, from sharing documents to sharing the screen. If you are looking for a tool that can help you with the issues, then WAVE can be the best solution. It is the best video conferencing solution as it is a made in India product and has many unique features in it.

5. ERP System: By choosing cloud-based ERP software, you can easily facilitate remote work while ensuring the safety of your employees. These ERP systems run on both desktops and mobile devices and keep your business connected no matter where you are. Managers can communicate, assign, and monitor all work remotely and tackle the challenges posed by COVID-19. An ERP system has a centralized database where it can give access to all the employees of the organization and it can be accessed easily.

6. Outsourcing: Outsourcing allows you to have a third-party company to solve your company’s tasks or jobs. Outsourcing specific tasks, such as payroll, human resources, and accounting, can help organizations achieve their goals, reduce overhead costs, and ensure that they and other internal employees spend their time and energy on core competencies. So, maintain the quality and continuity of your business in a smart way.

With all these services, you will definitely be able to get your business on track as it will help you interact with clients or customers easily. So, instead of losing your business in this lockdown, go digitally and pick the service that is best for your organization and employees.

The post Emerging Management Solutions For Business in This Lockdown appeared first on Sarv Blog.

The coronavirus crises have become so worse than anyone thought a few months ago. It has disrupted business so much that virtual working has become the new norm. Sudden switching of things has put most of them out of their comfort zones, especially those where telecommuting and virtual communication have never been available. Things are equally difficult for employees because they work from home with their productivity levels and technical problems. The biggest challenging thing for companies is coordinating and communicating with the clients.

Here, to get rid of all these issues effectively, probably cloud telephony can be the best solution. Although global companies have been using this technology for some time, it may be a novel concept for many in this situation. For this reason, it’s important to understand what cloud services are and how they can benefit your business now and in the future. Let’s discuss in detail how this works as an ideal solution for businesses during the lockdown

Before understanding how a cloud telephony system can help business communication, let us see the challenges the companies face with this new working model:

• Lack of communication in teams, with clients and customers in different locations
• Challenges in handling business calls when employees are not in the office
• Issues with accessibility which is making it difficult to manage teams remotely

To get your company back on track, it is important to know the challenges that employees are facing in such crisis situations. Fortunately, you even have a solution that you can depend on to meet these challenges and streamline good communication. So to find out solutions for all your issues, cloud telephony services can be the best option to opt for as it would solve each problem effectively. Let us see how this can get your organization back on track in the COVID-19 era.

1. IVR & Virtual Numbers: This is the best solution to manage business calls. Now everyone is working remotely; they might have trouble managing business calls; a cloud phone solution with IVR and virtual numbers is exactly what they need right now. One can easily optimize the campaigns to track customer calls in real-time once IVR is in place. Also, accessing the voice recordings is also best as it can be used to evaluate the quality of customer communication and the performance of team members when they communicate remotely. Virtual numbers allow agents to be available to all customers, no matter when and where they call.

2. Toll-Free Number: Want to be available all time for assistance? Try toll-free numbers. Apart from business, NGOs and government organizations are doing even more to help customers and the general public. This is possible through assistance or by merely raising awareness of social exclusion and other effective measures to combat the disease. Toll-free numbers are another element of cloud telephony solutions that will definitely play the best role in this context. The best thing about these numbers is that callers can connect without spending anything.

3. CRM Integration: If you want to serve your customers in a better way, CRM integration can help you. Although you need to connect with your customers now, better service during a crisis can strengthen long-term relationships with them and increase your brand’s credibility. A cloud service can be integrated with your CRM system to help your agents better serve customers. This allows you to analyze the management process, which also positively impacts sales and productivity.

4. Missed Call Services: The working model has caused stress for many of us because of sudden switching. Due to stress and simple IT issues, employees may get frustrated and may drop calls. To reduce the possibility of being unavailable, having a missed call service can be a great solution as it helps you track and then reconnect to the callers who are missed. The missed call alert will notify the employees in real-time so that they do not miss any calls.

5. Cloud Contact Center Solutions: This service will let you keep your communication high and running as cloud telephony is the best solution for communication-related and business continuity issues. So if you want to establish an efficient communication network that will connect remote workers, a cloud-based contact center solution is the best. It also has an analytical dashboard that will track, monitor, and manage the performance of employees.

Whether you are a healthcare organization, educational institute, or a product-based business, cloud telephony can help you a lot in the current scenario. So this is the time to grow, not to lose your business. Integrate your business with technology and serve your clients and customers in a better way.

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