The modern call centre has changed. In the past, businesses relied on hardware like physical PBX servers and specialised handsets to manage their phone systems. They would often spend thousands each year on maintenance and replacements, not to mention the costs incurred on phone calls. With remote working growing in prominence, largely aided by global lockdowns, many businesses are finding themselves looking for a reliable phone system that can be accessed by staff wherever they are in the world, and whatever device they’re using.
This is where Cloud VOIP providers, like Solid Systems, step in.
Cloud VOIP (standing for Voice Over Internet Protocol) systems are digital phone solutions that manage and route incoming and outgoing calls for your business.
They work in much the same way as a PBX server, but are managed virtually by a provider like Solid Systems. In fact, they’re so similar to the phone systems that you may be used to, that your customers won’t even be able to tell the difference – to them, your staff could just as easily be in the same building rather than halfway around the country or the world.
And the best part of all is that a cloud based phone system includes all of the features of a PBX solution, but with added convenience and accessibility, and at a fraction of the cost.
In many ways, a VOIP cloud service not only meets the needs of call centres for businesses, but outshines the physical PBX systems that companies are used to. Here are just a few benefits of investing in Cloud VOIP:
There’s no need to build and maintain your own in-house PBX server, immediately reducing your hardware and maintenance expenses. Plus, true per-second billing will keep your call costs down as well.
No two people work in the same way. You can choose whether they prefer to use a handset, to install an app on their phone, or to access the phone system through a web-based program.
Wherever your staff are in the world, and whatever device they may be using, they will still have access to a phone system that will let them take and transfer calls from customers and colleagues as normal.
Interruptions like load shedding or hardware malfunctions that may affect a physical PBX server, won’t have as much impact on a Cloud VoIP system. As long as your staff can connect to the internet, they can continue their calls as normal.
Regardless of where the call is being made from, or where your staff members are in the world, each phone call that is made over Cloud VoIP is encrypted to ensure that no external parties can interfere or intercept with the call.
Whether you want to add a new user to your phone system, or want to try out one of the many features that are available, updating your VoIP cloud serve is quick and easy.
Cloud VoIP comes with all of the features that you would expect from a PBX system. Here are just a few that our clients love:
There’s no need for confusion when a client calls. Help them navigate to the team, extension, or employee that they need through a customisable voice menu.
Whether your users are taking calls or calling out, you can save what is said straight to the cloud. Financial, legal and admin teams find this functionality particularly useful.
It’s easy to ensure that your phone systems follow your hours. Set the times that your staff should be available, and even create forwarding rules for different days and times.
Why should customers go through a full call menu when they know who they need? Direct numbers put them in touch with specific agents, or let them leave a voicemail if the line’s unavailable.
Don’t let your clients’ calls go unanswered. When all your lines are occupied, call queues will keep callers on the line until the next agent becomes available, or provide a voicemail option.
Create groups of employees that can be reached when a caller chooses a team from the call menu. The system will find the first available agent from the team to take the call.
Make sure that your staff know when a customer has left a message. Send voicemail notifications by email, and even attach the messages so staff can listen to them through their speakers.
Voice meetings are a dream thanks to conferencing calling with unlimited participants. Calls are secured with PIN codes to prevent unauthorised access, users can join by dialling a dedicated line.
With over 18 years of experience in helping businesses to manage their technology, Solid Systems is perfectly placed to help you a Cloud VOIP system to suit your needs. We’re just a click away, so don’t hesitate to contact us.
Since 2003, we have specialised in delivering leading technology solutions and offering guidance to organisations in South Africa and abroad, in the most human way possible.
We love technology and the exciting ways that it evolves, and are constantly improving the tools that we use. But humans are at the heart of our business. That’s why we value each relationship and prioritise a personal approach, finding solutions that deliver results for your company in the best way possible.
With our highly skilled and passionate professionals behind us, and the latest and most sophisticated tools at their disposal, we ensure that the businesses we work with are constantly evolving, and can step into the future with confidence.