Cloud Telephony Empowering The Education Sector

Education is one of the majorly transformed sectors in the country. May it be infrastructure or the mode of imparting education, the upgradation has been phenomenal. The sector has been a beneficiary of technological advancements which have significantly resulted in an enhanced learning process.


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What’s notable here is that how with the advent of cloud technology, customer communication in education institutions too has upgraded. Institutions have become comparatively more accessible via calls.

This, in fact, was the need of the hour as education is no more confined to four walls of a classroom. E-learning has made education more accessible irrespective of the students’ location. They are located across the country and an upgraded on-call communication is always required for an easy connect. And, missing/losing their calls is not an option.

The institutions have to resolve their everyday challenges and conventional phone systems are just costly and ineffective. Herein, cloud-based phone systems emerged as a much-required remedy, with effective results and low cost.

 Education centres are sacked under the high volume of calls in their admission season. It becomes quite hectic and challenging for 1-2 employees to manually handle them all. Despite several efforts, this doesn’t ensure effective results and calls are often missed.

Here is when an IVR steps in as a remedy. With recordings being set in the IVR, most of the parents’ queries get resolved with the interactive voice itself. Certain updates in respect to admissions like important dates and others are conveyed through IVR, eliminating the need of manual intervention. In case further details are required, caller connects with the executive basis his input in the telephonic menu.

This substantially saves executives’ manual effort and time and also provides faster on-call resolution. This was indeed required by the institutions to make calling experience easier and less time-consuming.

 Institutions, time and again have to notify students and parents about the sudden change in timings, holidays and other important issues. Manually texting/calling each one of them involves the high amount of time, effort and cost. What’s unfortunate is that it still doesn’t ensure 100% results. Few parents and students remain unaware of the last-minute updates and have to undergo unnecessary troubles.

This had to be prevented and an outbound IVR served the purpose well. It places the call automatically to the numbers stored in the database. Parents and students are professionally conveyed their message through the interactive voice. This assures that all of them are being updated and even saves the executive’s time and effort. In fact, at times automated SMS to are used for the same purpose. It is realized as one cost-efficient solution for many institutions and has generated effective results.

 The education sector is a crowded and competitive market. Universities, schools, coaching centers leave no stone unturned to take the lead. Besides all other exclusive factors, upgraded customer service too is seen as a master-player to outstand others. Here, the calling experience has played a significant role. 

The best-possible calling experience is achieved with 1800 toll-free numbers. Toll-free numbers have always conveyed a professional and bigger brand image to the target audience. While it connects the callers with the institution cost-free, it significantly enhances their calling experience. 

Also, potential customers prefer an institution which is easily contactable. Toll-free numbers add to customer’s trust and credibility towards the institution.

 Some institutions operate with multiple regional branches hence, different contact numbers. Advertising each one of them is indeed a costly affair. Also, transferring calls from one location to other is very laborious and time-consuming. It is difficult to maintain a uniform database and get an overall insight of call volume.

In such circumstances, cloud-based phone systems have provided the required resolution. Virtual phone numbers serve as a centralized phone number for different branches. Multiple numbers are mapped behind the virtual number and call is routed as per the caller’s nearest branch (with location-based IVR). 

A centralized virtual number even saves the marketing cost and time of the executives. It helps callers automatically connect with their respective branch and get faster on-call resolution. 

To summarise, the education sector is a proven beneficiary of cloud technology. Besides providing top-notch learning, institutions can now provide best-possible calling experience as well. Cloud telephony has not only resolved their everyday communication challenges but also delivered a better brand reputation.

Disclaimer: The views expressed in the article above are those of the authors' and do not necessarily represent or reflect the views of this publishing house

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