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The Cloud: Marrying iPhone to Office Phone

A Contributed Article by Mike Simmons, Broadview Networks

Say goodbye to the public switched telephone network - there's a new kid on the block in terms of business phones.

Cloud-based phone systems are in the midst of their upcoming. A household - even essential - name to some, and the Great Unknown to others. But to those who don't like change and therefore don't want to venture into the ‘unfamiliar' land of cloud phone systems should consider this: cloud systems are meant to integrate and streamline your calling processes, meaning your old familiar desk phone and the trusty iPhone in your pocket are now interchangeable.

What is the Cloud?

To put it simply, the cloud is the internet. A cloud-based phone system functions by delivering call capabilities by using your internet connection as opposed to through copper wires. For that reason, the same way that you can access your e-mail from your work computer, home computer, or smartphone, you can access cloud-based phone systems through the internet, too.

By having phone lines based in the cloud, you have the power to re-route incoming calls to different phone numbers, access voicemail from out of the office, record calls, and partake in a number of other benefits. What most people are finding most amazing about cloud-based phone systems, though, is the fact that their customer service is improving due to the improved accessibility...all thanks to iPhone and Android apps.

The Power of Apps

Want to make a phone call from your office phone number while you're on the road? There's an app for that. More and more cloud phone system providers are developing mobile softphone apps that essentially transform your iPhone into your desk phone. Even when you're out of the office, you can take important calls from clients and close business deals - and the person on the other end is none the wiser. You can access your work phone's voicemail from an Apple app as well, so even if you're home sick or in another city, you can make sure you're not missing anything important.

In fact, you don't even need to have a desk phone at all if you don't want to.

The Benefits

There are so many reasons that the marriage of work phones and personal phones are revolutionizing business communications. First and foremost is the fact that your customer satisfaction will skyrocket. Here are a few recent facts to consider:

  • 70% of buying experiences are affected by how customers feel they are treated by the company. (Source)
  • 86% of buyers will pay more for a better customer experience, but only 1% feel that their needs are currently being met consistently. (Source)
  • 82% of consumers say that whether they see a customer service experience as positive or negative depends primarily on how quickly an issue is resolved. (Source)

As you likely know, if your customer service team is too difficult to reach, then you're not treating your customers the way they want to be treated. You can't resolve an issue quickly if you're not available. Being able to take your phone with you when you're out of the office - while also having a reliable connection - is a great way to improve your availability and improve your reputation among existing and prospective customers.

Furthermore, when using a cloud-based phone system, you don't even need to purchase desk phones, which could save you money in the long run.

And finally, when you or your employees are out of the office, being able to check voicemail and make follow-up calls from home or on the road means that work doesn't pile up and the business runs more efficiently. It's that simple.

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About the Author

Mike Simmons is an innovative sales and marketing leader for Broadview Networks with expertise launching and supporting profitable product lines across all channels. Proven B2B experience in domestic and international markets. Creative thinker with a strong entrepreneurial spirit and a passion employing technology to solve customers' business objectives.

Published Monday, July 21, 2014 6:29 AM by David Marshall
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