Cloud telephony has different elements that make it whole. In this article, we are going to tell you about three basic elements of cloud telephony. We will be covering a basic introduction to them, how they work and what benefits do they offer to a business. So, let’s get started.
 

An auto dialer software is an outbound dialer software that helps businesses with the outbound marketing process & saves time with inbuilt automation of the solution. It enables its user to connect a customer to a live agent once the call has been patched up at the customer end.

Save Time: Save the agent’s time by automating the calling process.

Dedicated Agent Assignment: Distribute a unique set of contacts to each dedicated agent.

Higher Efficiency: Improves agent efficiency and productivity with less workforce.

Report analysis: Detailed call log with call flow. Recording to understand if the agent is working with full efficiency or not.

Lead Generation: Setup database for agents to call directly which avoids time wastage

A proactive/predictive dialer is an outbound calling setup that automatically dials from a list of telephone numbers assigned to the agent. The call flow is customizable as per the requirement.

Manual Dialer is a basic dialer where the agents dial the contact numbers assigned to their account. Here agents need to click to make a call which is reverse to the proactive dialler.

DTMF works by assigning eight different audio frequencies to the rows and columns of the keypad. The columns on the keypad are assigned high-frequency signals, while the rows are assigned low-frequency signals.

In simple terms, numeric range 0-9 & character range a-z are the inputs that are used to fetch the user/customer/visitor response digitally. A very simple procedure is used by the service providers to receive acknowledgment on the marketing/transactional campaign they run.

Example: A voice campaign where prospects can press keys as mentioned in audio to show their interest. Based on these inputs, agents can contact prospects & build a business relationship. Similar is the scenario in IVR call flow where prospects can press the key (DTMF input) to connect to their concerned department. The single key to perform a lot many functions & such records are recorded for future references as well.

Clear and easy acknowledgment of input entered by the user can be obtained through DTMF. Using DTMF means the caller is directly entering the data, subsequently reducing the chances for error.

Obtaining user inputs via DTMF can improve key metrics such as Average Handling Time (AHT) since the agents are not involved right from the beginning.

Multi-level IVR is an automated phone system that acts as an auto-receptionist/virtual receptionist by offering self-help features. When someone from an external number calls, they are guided through a series of self-service prompts. The caller eventually finds the answer to their question or is routed to the representative that can best assist them.

For example, “Press ‘1’ to speak with sales, press ‘2’ for customer support, etc…” After a caller performs one of these actions, they’re routed to a representative, and that’s that. These tools enhance this offering by providing various levels of IVR menus.

• Automatically route callers to the right department or voicemail inbox.
• Customers can quickly find the answer to their questions with manual interruption.
• Offers geographic routing, which is a huge benefit to large companies with branches around the globe. If your company is headquartered in the United States and receives a call from a customer in India, your business hours will not align.
• 24*7 customers support virtual agents. Customers can submit their queries & get the answer best suitable.
• An ample number of add-ons to make the IVR flow capable of handling most of the task itself & require human intervention only in extreme cases.