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MCube Blog

Putting voice back on the map

Before PCs proliferated, businesses were driven primarily by voice. As networking became more and more important, data took the driver's seat. But today, driven by cloud telephony, a mobile workforce and automation, the traditional analog EPABX is slowly giving way to its modern counterpart.

The EPABX was a great device in the days before the mobile-if the person you wanted to contact was in the office, you could speak to him and if he wasn't, you left a message. This is not the ideal situation today, because most of the workforce is mobile and you can no longer rely on a manual system to manage customers.

The solution? Cloud telephony. Using a cloud telephony system like MCube from VMC Technologies, you can manage all your voice based solutions from a single dashboard. Cloud telephony systems are automated, so you know how many times a customer called to get his transaction done. It is also completely linked to the mobile network, so if your manager from the New Delhi office gets a call, he can pick it up while on the road in Bangalore, thereby putting an end to messages like, "Sorry, but he is travelling..."

Cloud telephony also enables you to monitor calls better. Just as companies can monitor performance of employees by analysing how fast they respond to complaint e-mails, you can find out how well customer issues are getting resolved. With cloud telephony, you can assign multiple numbers to a single function--so, if a customer calls and chooses "sales" from the IVRS, he will be transferred to the head of the department. If this person doesn't pick up, the call is automatically transferred to the next in command. This progresses down the line and if nobody picks the call, you can have a designated final number--if this number rings, it means that none of the people picked the call. This type of data can be used by management to determine efficiency and weed out non performers.

Performance measurement apart, getting a cloud telephony system can revolutionise your business because of one simple reason--computers manage transactions, while people manage business. And though SMS and e-mail are important, people interact principally with each other using voice. An integrated cloud telephony system is therefore as important as your backend data centre.

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