Cloud IVR System for Call Centers – Top Benefits.
Cloud IVR System is the first thing that a customer hears when he calls a call center. This response helps them to get relatable information and the best way to find the right agent to resolve their problems. Although a good IVR system mitigates customers’ and agents’ time still a bad one can be extremely annoying.
To overcome this concern many organizations are moving towards cloud IVRs. Here are the top benefits of choosing cloud IVR over the traditional one:
Difference Between Traditional vs Cloud IVR
The primary difference between the two is the place of hosting. Traditional IVR system is hosted on-premise while cloud IVR is hosted on the cloud. Benefits of cloud IVR over the traditional interactive voice response system:
Power Of Remote Workers:
A traditional IVR requires agents to work from a specific physical location like office premises. On the other hand cloud, IVR can be used from anywhere. So, your working team can use a cloud interactive voice response system from home or your field agents can also use them with ease.
Setting up and Maintenance Cost:
To set up a cloud IVR you don’t need any capital investment or a new hardware system. Thus, these systems are keeping your maintenance costs down.
Extend your Business Process:
You does not need any additional investment to hire new agents or to set up office premises. Cloud IVR allows call centers to scale with dynamism based on only seasonal needs.
Offer High Availabillity and Ability to Put Together:
Cloud IVR system presents availability up to 99.99% to mix with a wide range of business apps like CRMs.
How Cloud IVR Assists in Starting up Small Businesses?
Most of the time small startups and medium enterprises don’t have enough budget to maintain on-premise call center systems. For them, cloud IVRs proffer considerable benefits such as:
1. Easy Setup of Business:
For a quick set up you can use the design templates and automated tools of the cloud system. For instance, Exotel is an easy-to-use visual drag-drop dashboard that permits business users to build their IVR call flow.
2. Superior Scalability:
Small businesses grow speedily but still, they don’t have much capital or time to build up new infrastructure to scale communication needs. For those cloud IVR systems deliver rapid and dynamic scalability.
On-premise IVRs are more expensive than cloudy ones. Apart from this high cost, you need to invest in hardware purchasing, space to store the hardware and professionals to maintain them, etc. Cloud IVRs give you freedom from such incurred costs. Its infra is managed by the provider, and also the responsibility of maintaining it is always on them. You just need to pay for the cloud services you use for your business process.
4. Enhanced Customer Experience:
Cloud IVRs have better performance than conventional systems. They never have inbuilt redundancy measures and keep you always lined up. Moreover, with cloud IVR the call quality is also better than ever and hence, delivering a better customer experience.
Apart from this, the cloud IVR system also works well for large business processes to meet their increasing demands. Large businesses use a wide variety of tools such as CRMs, chatbots, dialers, multiple communication channels and ticketing systems, etc. Cloud IVRs offer plug-and-play integrations with such tools and diverse channels.
5. To Wrap it up:
On the whole, cloud IVRs offer major performance, and their competence improves whether you’re scaling small. medium or large business.