Cloud phone systems- they’re all the rage! But what are they? A cloud phone system is hosted in the cloud, which means that data is stored in a secure server which you can reach over the internet. A cloud phone system replaces traditional landlines and is usually hosted by a third party provider like Pickle.
Instead of an answering machine tape, phone bills, and tons of wires, a cloud phone system is stored digitally. This makes it less expensive and easy to use. Because of this, it improves the way businesses operate.
Forward calls to an external number, providing agents with the flexibility to take calls from mobile phones or landlines.
Warm transfer lets agents consult with a new agent before handing off, to make sure the receiving agent is available and ready to help.
Mute and unmute as needed from the call console. Place a caller on hold from the call console to consult with another agent or track down other information.
Allow your agents to consult with a third party and choose to either transfer or add them to the ongoing call, improving the overall customer experience.
Route customers to the right agent or department and provide recorded responses for frequently asked questions with multi-level interactive voice response (IVR) systems.
Group routing directs calls to specific groups or a set of groups in Pickle so that callers are connected with the right agent.
Ensure that calls are always routed to an available agent rather than being lost or sent to voicemail and evenly distributed among support team members.
Set a maximum wait time and queue size to determine how many incoming callers will be kept waiting for an available agent. New calls that exceed the limits are directed to voicemail.
Define business hours to let customers know your phone support availability. Calls received outside of business hours are sent to voicemail.
Route calls received when agents are busy or after hours to an alternate phone number, ensuring callers always connect with a live agent.
Also known as cloud PBX and virtual PBX, cloud based phone systems utilize secure data centers to eliminate the need for expensive hardware and cables. Cloud phone providers own, configure, and manage these systems to ensure quality and security.