Cloud Telephony

Cloud telephony is voice communications service that uses the internet to deliver calls. It is usually a component of Unified Communications as a Service (UCaaS) packages that uses a cloud computing model.

What Is Cloud Computing?

Cloud computing relies on remote servers that are hosted on web-based platforms for storing and managing information online. It is the technology behind cloud calling and is what can connect remote working employees from all across the world together. It allows users to receive and make calls from their mobile handsets or desktop computers whenever they like over the internet.

With cloud telephony, business operations can become simpler and more cost-effective since workers can communicate from anywhere in the world with just an internet connection without a lot of additional hardware.

The third-party providers for this service keep all software, equipment, and network connections stored remotely from the business, which makes it easy to scale up. This way, companies can save on power consumption, space, installation fees, and maintenance costs.

With a few of these business phone systems, companies can also avail optional features other than cloud calling, such as video meetings, CRM, instant messaging, and better business processes across the board.

Cloud telephony works through a VoIP provider, which allows you to dial a phone number you want to call, and the service provider deals with routing the call. A person’s voice is converted into data packets which are transmitted over an internet connection. The phone extensions are replaced with a VoIP desk phone, and you don’t have to connect to a separate landline.

An app can also be installed on your phone, tablet, or computer, which is called a softphone, that lets you connect to a call within seconds using an easy interface. You can also enjoy freedom and flexibility by directing calls to a virtual number instead of a physical handset.

Since cloud telephony is associated with the cloud, the entire business phone system can be managed through an online dashboard for call forwarding, adding new users, dealing with new numbers, and more.

The business world has become highly dynamic, and an efficient telecommunications solution is essential to keep pace with it. While conventional private branch exchange systems can only offer phone service access to a single location with one or more lines, cloud telephony systems provide configurations for various extensions that are available everywhere. Whether it is a large enterprise or a small business, there's no need to update the hardware continuously.

Easy and Quick Implementation

Since there is no on-site infrastructure involved with cloud telephony, the systems can easily be set up within a few days. You don’t need to wait for a team of technicians, phone lines installation, or a lengthy hiring process for a configuration expert. Most aspects are managed by a cloud telephony provider, and you can get virtual phone numbers and dashboard access to manage the service easily. Since configuration and implementation are handled by the provider, this means that there would be less hassle for the IT teams and less downtime as well.

Effortless Scalability

Scalability is effortless with cloud telephony since you can easily add new users with a few clicks. With traditional PBX systems, businesses would have to pay extra charges to connect a new phone line and wait for the wiring to be set up. Additionally, growth in the system came with delays and extra costs since you would have to rely on an on-site phone system.

Cloud-based telephony solutions are comparatively much easier to oversee and scale. One doesn’t have to be an IT expert to manage the system, and you can quickly add or remove lines depending on your specific use. It can make the employee and customer experience much smoother and provides options for customization according to a business’ needs.

Moreover, since you don’t have to invest in telephone hardware to scale up, growth is much more affordable and feasible for all types of businesses.

Agile Telephone System

The number of remote workers all over the world has increased significantly over the past few years. Communications over the cloud offer better adaptability and agility than traditional PBX systems, which is why they are a much more suited solution for managing business calls while remote working.

With cloud-based telephony solutions, people can connect with one another without worries about connection issues or roaming charges. Moreover, they can easily manage call routing rulesand access their voicemail on the go.

The agility of the system makes it perfect for teams that work off-site or remotely and want to promote a virtual and flexible working environment.

Robust Calling Features

Businesses can also use powerful calling features with cloud telephony that allow them to remain focused on the right tasks and work smarter. With smoother collaboration due to cloud telephony, you can avoid repetitive tasks, improve customer service, and increase productivity.

Some intelligent call management features include call forwarding and call recording, with which you can maintain quality service and prevent customers from waiting unnecessarily. You can also get local and toll-free numbers, video conferencing capabilities, and screen-sharing features for better productivity and convenience. Interactive Voice Response (IVR) is another fantastic feature that lets you take an easier and more conversational approach to automated customer service.

Lower Operational Costs

With cloud telephony, you can save more than half of your traditional business phone bill. You can avoid maintenance contracts, restrictive local and toll-free phone numbers, limited calling minutes, and payments for separate SMS services. There are no unexpected costs associated with upkeep, and you can choose laptops with headsets instead of VoIP phones to save expenses on extra equipment as well.

More Resilience & Reliability

With in-house telephone systems, you are wholly responsible for your data infrastructure, business continuity, and data backup. Any emergency situation can cause problems for your business telephone systems. This can lead to interruptions in communication and will impact your business’ reputation.

With cloud telephony solutions, you can enjoy almost 100% uptime which means you can make and take calls uninterrupted 24/7. It improves the reliability of a business by decreasing the dependency on a single point of failure. This is achieved by distributing workloads across various data centers that provide redundant connections, in turn increasing efficiency.

Advanced Features

Incorporating advanced features to an existing on-premise telephony service can be expensive and inefficient. Cloud telephony solutions, on the other hand, offer features that can be added and removed as per your specifications. With call management services, you can track and manage calls and have an overview of your communications with advanced analytics. With some services, you can automate bulk SMS messages, handle post-call surveys, and schedule phone calls as well.

With a host of providers available, choosing the right one for your organization’s needs can be a massive challenge. Whether you are looking for a service provider for a small business or a large enterprise, you need to assess the features, support, and costs associated with the system before making the final decision. More factors you need to consider while selecting the best provider for your company are:

Security and Industry Expertise

The cloud telephony provider you choose must meet industry standards and have the proper certifications for it. Some common certifications include HIPAA, PCI, ISO/IEC 20071, and SOC 2 compliance. Another thing you should confirm is if your provider ensures call encryption. Call encryption allows you to use Secure Real-time Transport Protocol (SRTP) and Transport Layer Security (TLS) to ensure top-notch call security in every call. It is best to research beforehand how your data will be stored and check any compliance requirements you need for your business.

Customer Support

It is crucial that your provider has a reliable customer support team who can help when you need them. You can look into a provider's available support options and learn if they are available on live chat, whether they pick up when you call, or if you need to wait more than 24 hours to receive help by email. The quality of support and answers you receive is also important since it reflects how well a company is dedicated to helping its clients. You can always test a provider's customer support by requesting a demo to get a rough idea by talking to a prospect. This practice can help you ascertain if a provider is the right fit for your business needs.

Integrations and Features

Cloud telephony offers a wide variety of features and integrations, depending on the organization’s needs. Before choosing a provider, you need to calculate whether you make a lot of inbound or outbound calls, if you have different locations for your business and whether you want to cater to clients in the US or internationally. These factors must be considered when looking at cloud telephony integrations.

Businesses must also think about how their employees can benefit from the new phone system and how they will incorporate it into their workflow. It is also essential for your CRM and project management software to work well with the new phone system to ensure ease of work and streamlined processes. Therefore, it is a must to learn about phone system functionalities and configuration while looking for prospective providers.

Total Cost of Ownership

Most people, when selecting a service provider, only focus on the pricing on paper. When the monthly bill for the system comes in, only then can you note the additional charges and costs associated with the service. Therefore, it is best to choose a provider that offers transparent pricing and outlines everything included and anything you need to pay extra for. You may want to talk about pricing specifics like the number of users on your subscription, flexibility to change monthly or yearly plans, necessary equipment for the service to work at its best, fixed payment plans, and discounts. It is also a good idea to discuss outbound and inbound calls on local and toll-free numbers and ask about surcharges, mandatory taxes, and other fees.

Powerful and effective business communication has become necessary in this fast-paced business world. 8x8 Cloud Telephony Services are highly affordable and can be tailored to businesses of all sizes. With plans that cater to your project management and calling needs, you can scale your business without any worries and keep employees connected always.

Our cloud telephony features comply with various privacy standards, including HIPAA and GDPR, and ensure call security for complete peace of mind. Organizations can also benefit from unlimited calling to dozens of countries worldwide with 8x8 and provide customers excellent support with the best business phone systems.

Talk to our team today for more information regarding our cloud-based telephony solutions and learn why 8x8 might be the most suitable option for your company.