Business Technology

What next for business cloud phone systems? You name it

3 min read

26 January 2017

In part 3 of his series, James Passingham looks ahead to the innovative features of cloud communications that will be available to make life simpler for the system administrator and your employees in the year ahead.

It’s widely accepted that technology built on open-source software lends itself to simpler integration and innovation. In part that’s why we’ve built a reputation for pushing the boundaries in the development of business cloud phone systems. I guess it’s also why people often ask me what’s the next big thing coming up for cloud phone systems. So here goes.

There’s tonnes of stuff on the horizon. From features that help workforce optimisation, to multi-channel communications and even artificial intelligence. These are all exciting developments that will add to the ways in which you can improve your customer’s experience. For me though, the most fulfilling innovations are those that simplify. Whether that’s a ring-pull on a drinks can or an equation that sums up relativity in three characters, there’s something special about innovation that makes life simpler.

As cloud communications attract more features, management of the system can become more demanding and the need for simpler, faster and, therefore, more cost effective management becomes a priority. Drag-and-drop is a great feature that can really speed up processes like setting up dialling plans. A well-designed dashboard, giving the administrator an intuitive, easy-to-use interface means less reliance on a third-party service provider, faster configuration in response to changing business requirements and a shorter learning curve for a less-skilled team member.

Similarly, employees beyond the admin department can benefit from a simple web portal, easily accessed anywhere by browser and allowing the user to prioritise calls as required. For example, when out of the office, an incoming call from a low priority customer might be routed to email where as a call from a VIP customer might go to your mobile.

Intelligent integration of process can also simplify matters for your sales team. It’s now relatively straightforward to attach customer data to incoming calls. For example, a look-up on the caller’s ID can display if it’s an existing customer, what they buy from you, whether their credit is sound, etc. With this knowledge the call can be routed to the most appropriate manager.

Taking this one step further, the call ID might also trigger an on-screen alert that this is a particularly difficult customer, then triggering the coffee machine to make you a coffee – a strong one. You may laugh, but with the Internet of Things (IoT) capabilities available today, the possibility is a very real one.

What would you like your cloud phone system to do? Message me on our website where you can find useful documents exploring more innovative developments that can enhance customer experience and your employee productivity.

Make sure you catch up on part one and two from the series below.