In a world dominated by AI and machine learning, consumers are constantly seeking out what’s quicker and better, especially when it comes to customer service. Customers are no longer content waiting in phone queues or calling in repeatedly when a line loses connection. Your ability to communicate with your customers needs to be quick and efficient. That’s where integrated voice comes into play.
Benefits of integrating your voice services into a cloud provider
One of the ways that organizations can provide exceptional service is enabling superior communications with an integrated voice system. Integrating voice and the cloud offers many cost and feature benefits over on-premise voice services.
On-premise voice services require a significant investment to implement and maintain. With on-premise voice solutions, organizations are responsible for installation, manpower for maintenance, hardware, and lost revenue related to outages or problems. Voice cloud providers help move a lot of the maintenance responsibilities away from your organization, which can save you money.
With integrated voice, cloud providers are responsible for fixing broken hardware, call-quality issues, or any other problem that arises as part of your phone system. Providers are also required to make these repairs in a timely manner, based on your Service Level Agreement (SLA). Another benefit of integrated voice involves saving time on upgrades. Service providers handle all security patching and software upgrades.
Ultimately, integrating your voice puts communications with a single source, ensuring shorter wait times and better quality with little internal maintenance.
Consideration for moving your voice to the cloud
Before you make the jump to integrating your voice with a cloud-based provider, there are a few things you need to consider.
- Pricing: The price structure of the cloud voice provider you select is going to be important. Most providers charge based on the number of phone extensions you need. Because cloud providers sometimes charge per line, per phone, and, in some cases, per feature, it will be important to determine exactly what your voice requirements are before selecting your provider.
- Features: An extension of pricing involves features. Know what you want and make sure your cloud provider can supply it. Ask yourself the following questions:
- How many phones will you have?
- How many lines or extensions do you need?
- What features do you need (voicemail, hold, call forwarding, three-way calling, conference capabilities, and so on)?
- How often will you need to modify your needs?
- Internet speeds: When using a cloud provider, your voice speeds are only as good as your internet connection. For a good user experience, your network connection to the cloud provider must meet the bandwidth requirements and be reliable. Depending on your location and the availability of local Internet providers, a high-speed connection may not be available.
- Quality of Service: QOS is also something you will need to discuss with your internet service provider. QOS allows you to prioritize your voice traffic over your internet circuit so you don’t drop calls when there is limited bandwidth.
- Reputation: As with any cloud service, it’s important to ensure that you are getting quality service from someone with a solid reputation.
Your customers are so important to you and your communications capabilities needs to reflect that. As experienced voice providers, we know how to help you provide the best in customer service. Call us to see how we can help you integrate voice today!