Features to look for in a cloud-based phone system
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Features to look for in a cloud-based phone system

Features to look for in a cloud-based phone system

There is a myriad of business phone systems that use VoIP technologies, and one can be lost for choice. Here are the features you should look for before making a decision.

  • The market for cloud-based services in the Middle East is growing, slowly becoming the preferred mode of operations for many companies due to its off-premises data storage and management
  • VoIP is especially useful and cost-saving if your company needs international calls and advanced options not possible with traditional telephony
  • Call centers, Customer service and Tech support all offer ideal opportunities for VoIP

Author: Milica Kostic, Content Specialist

The market for cloud-based services in the Middle East is growing, slowly becoming the preferred mode of operations for many companies due to its off-premises data storage and management. With global remote offices, customer service centers, and tech support wizards located anywhere in the world, businesses are thriving. There is a myriad of business phone systems that use VoIP technologies in the Middle East, and it’s expected to get a bit lost when choosing the best phone system for your company. Many of the VoIP phone providers offer similar, yet not the same features, so how does one decide which system to opt for?

First, introduce yourself to the general characteristics of the VoIP systems. Ask the right questions. What do you need the VoIP phone system for? This will narrow the list of features you’ll need. Here’s the essential list of applications of cloud-based phone systems that you can help grow and provide excellent service by introducing VoIP telephony:

  • Call centers

  • Customer service

  • Tech support

It’s especially useful and cost-saving if your company needs international calls and advanced options not possible with traditional telephony. Unlike the analog phones that use optical fibers and copper wires to connect two callers, a cloud-based phone system has the technology to store data because it’s hosted in offsite (cloud) data centers. Among the industries that can spike up their operations are retail, high tech, healthcare, real estate, construction, and legal - to name a few.

So, what are the features to look for in a cloud-based phone system? Here’s a list of some features worthy of consideration. 

  • Advanced team collaboration

Many cloud-based phone system providers offer integrations with collaboration tools. If you’re planning on setting up a call center, customer service, or use the VoIP system to get feedback from customers, you’ll appreciate the team collaboration feature. As the collaboration became all-encompassing in recent times, including much more than calls and messages, VoIP phone systems keep up with the demand by introducing features like file sharing, screen sharing, web conferences, document editing, and more.

Check out how advanced these functionalities are with the prospective provider. 

  • Unified Communications

Similarly to the team collaboration feature, unified communications provide integration of all your collaborative tools for CRM, analytics, call management, live chat, and Virtual PBX to create an integrated, master tool accessible to all of your staff. Cloud-based systems are advancing in the direction of built-in functionalities. If that is something you need, you should look at how advanced the unified communications are with every provider.  

  • Advanced network monitoring 

Network monitoring represents a pivotal feature for ensuring you’re providing the best care to your customers. It also enhances your cloud-based phone system’s cybersecurity. As everything else that uses the internet to operate, VoIP isn’t immune to cyberattacks. Reliable network monitoring means your phone provider has the latest security protocols and features so that together with your staff, there is a prompt response in case anything malicious happens. If you’re sharing a lot of data and use the phone system across the globe, it will be crucial to have cybersecurity in check at all times.

  • Click To Call Widget

Providing prompt customer support makes all the difference between businesses with a similar product. The COVID-19 pandemic has shown an interesting trend in customer behavior: many opted to talk instead of chat with the support. Maybe because of mass work from home situation, calling wasn’t a disruption for the office peace - but the fact is, people love to be able to reach you without any costs attached. Installing a click-to-call widget on your website enables your customers to contact you wherever they are, in a matter of seconds.

  • AI Applications

The exciting world of Artificial Intelligence is slowly getting its way with cloud-based phone systems. How does AI in it look like? Its capabilities, to name a few, include Speech To Text, Sentiment Analysis, and Natural Language Processing. Sentiment Analysis is especially interesting, as it enables - or promises to do so in the future, a doubled effort to understand and care for customers. The idea is that the AI deployed recognizes the sentiment and intent of the customer, automating parts of the process, and achieving higher customer satisfaction.

  • Free demo and trial

Considering how cloud-based telephony prides in its easy-to-set-up, fast deployment, business phone providers, such as RingCentral and Grasshopper, should offer free demo or trial. It’s essential to test the system and assess how well it can integrate into your business.

Author
AMEinfo Staff

AMEinfo staff members report business news and views from across the Middle East and North Africa region, and analyse global events impacting the region today.

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