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Business VoIP Enhances the Customer Experience

January 08, 2016

By Jessica N. Abraham-Hogan, Contributing Writer

Cutting costs for businesses, while allowing flexibility to the professional world, cloud contact centers have been becoming increasingly beneficial to enterprises all over the planet.  Not only has cloud collaboration pushed regional boundaries, but it has also cut expenses for travel that otherwise would have meant lost time of department heads and leaders, who are instrumental in leading various teams around the country. 


Cloud contact centers allow innovative moves towards conference calling and unified communications directly from the cloud. Business VoIP is made possible through these systems, often saving call centers and business operations up to 60% in costs of traditional phone systems. Additionally, calls can be recorded and save within the system, voicemail accessible directly through a centralized e-mail platform.

Because of cloud efficiency, it has been predicted that 25% of most IT budgets will be set aside for cloud-based systems. Growing from a storage-based technology, professionals have been learning to increase productivity by working within the cloud directly. Because these systems can be accessed across a variety of devices, many professionals are opting to work “on the go,” utilizing tools and communications platforms within the cloud system, where they are also able to store confidential documents and proprietary information.

Quickly connecting consumers with answers to their questions and solutions to their problems, cloud centers are saving the business valuable time, which also translates to money. This also leads to greater profits, as brand trust is adopted with loyalty and tenure.

As time passes, the business model is transformed and continuously upgraded. Business VoIP and IT systems integrating into these cloud-based models are finding that depreciation is almost nonexistent. While integrations will continue to improve systems, outdated equipment is no longer an issue.

With the ability to disseminate valuable information throughout the system at once and because most interactions can now be accessed on demand, there is less of a need to hire multiple trainers to bring employees up-to-speed on new programs and procedures. Increased controls ensure efficiency through shareable content on internal servers.

Again, with a centralized system, valuable information, knowledge bases and case studies can be accessed while communicating with clients, partners and customers, improving the overall experience and quality of interaction.

While more than 13% of all major corporations are still skittish when it comes to trusting the security of cloud-based systems, security is actually increased and customer data is more protected than ever. Not only is it safe from corruption during migrations and depreciating databases, data can be wiped from the devices of employees, who are no longer with the company. 




Edited by Maurice Nagle

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