Communication channels have grown exponentially in the last decade. Even as live chat, social media, and video are emerging as alternatives, telephone continues to be the preferred mode of reaching an organisation for most customers. Yet, traditional EPBX systems that most enterprises still use don’t match the rapidly evolving needs of enterprises today. In this blog post, we discuss how cloud-powered enterprise phone systems can help your business.
How enterprise phone systems help large businesses
For large businesses, the biggest challenge is often scale. How do we make/receive millions of calls everyday at great call quality, efficiency and customer experience? Cloud-based enterprise phone systems can help. Here’s everything they can do for you.
1. Become flexible
Since the pandemic, both organizations and employees have grown comfortable with hybrid modes of work. However, the challenge lies in ensuring that your workforce continues to be productive whether they are at the office, at home, or on the road. All communications with customers need to happen seamlessly regardless of the employees’ location. For this, you need a modern communication solution that is device and network-agnostic.
Exotel’s hosted enterprise telephony solution makes hybrid work easy. All you need is an internet connection, with which employees make calls from anywhere using their existing landlines or mobile devices.
2. Gain visibility
Cloud-based enterprise phone systems are more than just for making calls. With real-time data and insights, they offer complete visibility into your efficiency, agent productivity and customer experience. A few of the reports you can get with Exotel are:
- Call volumes by time, region etc.
- Agent productivity and performance
- Call duration and resolution timelines
- Caller number and profile
Senior Business Analyst at Zerodha
3. Improve processes
This granular visibility into contact centre operations is the first step to making sustainable improvements to the enterprise itself. With detailed insights about contact centre operations, enterprises make data-driven decisions, ensure SLA compliance, and improve employee performance.
ex-General Manager of Growth at Swiggy
4. Train agents
Call recordings are an effective way to train new hires as well as improve the performance of experienced agents. For instance, call recordings of top-performing agents can be used as examples of how to handle calls the right way. They can also be used to give new hires a real-world view of what customer interactions might look like. With call recordings, you can also train your experienced agents to review their performance and improve on-the-job.
5. Improve call pick up rates
Customers have begun using spam prevention apps like Truecaller, Hiya and Call Blacklist to avoid calls from unknown numbers. These apps mark contact center numbers as ‘unknown’ or ‘spam’ within just a few days of use. As a result, the probability of pick up is near zero.
Exotel’s dynamic caller ID lets you match your caller ID to your customer’s location increasing your call pick-up rates by 20%.
6. Protect customer and agent privacy
When a customer shares their mobile number with you, they expect that it is stored safely and their privacy is protected. However, in businesses like e-commerce, food delivery etc., the customer’s number needs to be shared with various stakeholders like delivery agents, for instance. This way, the customer’s number might get in the hands of multiple people.
To prevent this, your enterprise phone system’s number masking feature can help. Exotel’s number masking lets you connect two people by anonymising both their numbers. When the executive calls the customer or vice versa, both parties only see the virtual number protecting both their private information.
Assistant General Manager at Ecom Express
7. Single source of truth
A good enterprise phone system will let you integrate all your productivity tools in one place for easy access to your agents. This means you can continue to use your existing CRM, email management tool, knowledge base etc. right from one place. Exotel’s cloud telephony easily integrates with a whole host of third-party tools like CleverTap, Zoho, Salesforce, Freshdesk, Shopify, Zendesk, and many more.
CEO of August Academy
To sum it up
If you are a growing business, you need much more than just the ability to make calls. You need an enterprise phone system that is reliable, secure, and scalable, offering you advanced features and updates based on your business requirements. Exotel’s Enterprise Phone System is a modern communication solution used by large enterprises like Big Bazaar, HDFC Bank, Columbia Asia and more for their communication needs.
Talk to one of our experts today or book a demo to learn more about how Exotel can help you efficiently manage all your business communications.