Business telephony and VoIP, at large, have been quickly transformed by the rise of cloud phone systems. By setting a PBX through the internet, you can now manage your entire business communication on the cloud replacing the need for having a traditional PBX system and other infrastructure to handle the inflow of calls at a fraction of the cost of traditional systems.
By delivering the solutions through the cloud, vendors, and providers have been able to produce these phone solutions, and introduce some truly ground-breaking functionalities that would have never been possible previously. Whether your team is looking to integrate their cloud office phone system with other business applications or inject AI right into their communications, these are the some of the state-of-the-art cloud phone systems features right now, that service providers need to have. 1. Find Me, Follow MeOne of the biggest benefits of a Cloud-based phone system is the ability to utilize and leverage mobility. Find Me, Follow Me feature enables users to receive or place a call on multiple devices, while still using the same extension or phone number. You can also handoff, or transfer, calls between the two devices seamlessly, without the other participant even knowing. Find Me, Follow Me feature directly takes advantage of this mobility and connectivity and enables businesses and users to stay more agile, and never miss a call despite being out of the office. 2. Unified CommunicationsIn a paradigm swing, cloud phone systems are experiencing a shift towards Unified Communications, and Cloud Telephony is at the forefront of this new shift. New integrated platforms combining every single tool and feature and the organization needs to effectively communicate, all into one package have been developed. Communication providers are merging Virtual PBX and telephony functionality with tools like call management, CRM, analytics, Live Chat, contact center functionalities and more, into one single and easy to use application. 3. Artificial IntelligenceAll in business communications, and specifically with cloud telephony, offers capabilities, such as Speech to Text, Natural Language Processing, and Sentiment Analysis. These features can be used to transcript conversations, understand what a caller is asking, and process the emotions or intent behind those requests, respectively. 4. Team CollaborationAnother big paradigm shift within cloud telephony is the inclusion of next-level team collaboration functionality. This also includes the latest technologies and collaboration methods, screen sharing, file sharing, document editing, web conferences or webinars solutions, and more. Video and web collaboration functionalities are vast as well, enabling users to communicate face-to-face while in separate locations with multiple users, along with the capabilities of sharing documents, files, and sometimes even desktop screens. 5. Click and Drag ConfigurationWith legacy telephony and PBX solutions, organizations would need an in-house IT department to help configure, manage and maintain their system. Previously, changing call flows, introducing new lines, reassigning extensions, or managing the IVR system was complex and required training and knowledge. But with simple “click and drag” configurations, users can completely change a number of aspects of their system with ease. 6. Voicemail to EmailSimply put, Voicemail to Email is a form of voicemail transcription. When someone leaves a voicemail on your extension or number, the system then analyzes the content, and transcripts the entire voicemail. The transcript can then be directed to the user in a written format, generally via email, text or even the mobile app. Some solutions can go even further and provide scheduled or real-time text notifications or alerts. 7. Advanced Call ScreeningCloud call screening tools generally include some intense features, like the ability to completely block numbers, block caller ID, or even control the call before you answer it. With Call Screening tools, like prompting a caller for their name, users can stay in better control of how often their phone rings, and keep distractions at a minimum. 8. Click to CallClick to Call is the simple “call us now” button directly on your business’ website, or within their mobile app. Clicking this button, as the name states, would simply connect users directly to a phone call with your business or a representative. 9. Integration/APIsAn integration like this would enable users to view relevant caller data without having to flip away from their cloud PBX application and call management features — it would all be displayed on the same window. Knowing what cloud PBX provides for your system is easy with the right API. 10. Screen SharingScreen sharing, is considered one of the strongest collaboration features for unified communications and cloud phone systems. The Bottom Line It can sometimes be difficult to keep up with the sheer amount of innovation that cloud phone solutions experience almost daily. It seems as if vendors and providers are constantly pushing out the latest features, integrations, and additions to their platforms — some of these represent the latest technologies to assist us in our daily lives, while others can be seen as gimmicks. It’s also vital to match your features to the capabilities of the top IP phones. When browsing through the extensive list of features offered by different systems and platforms mentioned in the article, we were able to fall back on this list of what we feel are the strongest, and must-have features of what is used. UnifiedRing, a leader in Unified communications is leading this architype shift, having developed its integrated communication platform, that combines Cloud telephony functionality with the necessary tools and features teams needed to control and manage the entire customer journey. Users can interact with customers on different channels, whether that be voice, live chat or email, and at the same time have immediate access relevant information like customer history, call context, and even AI-powered analytics that can predict outcomes or solutions.
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