Important cloud telephony features and the latest new trends

Communication that is effective can be the ideal method to maintain a positive working relationship with your customers and within the business. Communication that is timely eases the process and ensures a smooth flow of work and builds good relationships. Companies communicate with their customers through phone and email to promote promotions, marketing campaigns as well as get feedback. The key to achieving the highest quality business communications lies in the phone systems that an organization employs. Cloud Telephony software is the best alternative to enhance the company’s communications as well as optimize the entire inbound and outbound calls.

Cloud Telephony is the technology that offers customized and fully automated incoming and outgoing call management systems that is easy to implement and have precise integrations that require no hardware and no human intervention. You’ll be immediately organized after switching to Cloud Telephony. 

Pre-recorded menus for calls read messages such as “Press 3, to dial the number for the billing department” or “Briefly explain the reason behind your call. Customers may choose to answer through speech or enter numbers into the phone’s keypad.

Utilizing DTMF (Dual-tone multi-frequency) tones as well as voice recognition along with Natural Language Processing, the IVR system detects what the caller requires assistance with and forwards their messages to representatives or additional menus of IVR and prompts for voice calls accordingly.

We will highlight the top seven characteristics offered by Cloud Telephony to assist you in understanding how you can implement systematic improvements to your communications for your business.

Stand-alone Business Number

Cloud Telephony functions through a Virtual Number, which is capable of being mapped to several phones or devices. This basic 10-digit number that is available in landline, mobile and toll-free format can be used to make numerous calls, voice messages as well as send automated replies to calls, see call details and listen to recordings of calls, etc. Although your company operates from several offices, branches, departments and users, this telephone system lets you receive customer calls on any device and is transferred to any device of your choice anywhere without a desk. The formatted number for landline allows many users to call from a single phone number at the front desk at the time of their choice. It is possible to hide the number of your customers and establish a single brand identity for your business.

Real-time Screen

This is a remarkable characteristic in Cloud Telephony which will ensure the highest quality of calls and allow companies to keep a watch on the activities of employees and performance. Your supervisors don’t have to sit at their desks to check their performance, or even to verify the quality of calls. All they need to do is glance at the monitor at their desks and keep an eye for their team’s activities when they are engaged in a conversation or dispositioning a call or dialling a call from a customer or even taking a break.

Monitoring tools that are real-time like Barge, Snoop and Whisper choices are available to the team leader or manager to participate in a continuous conversation to listen, or to listen and speak to the employee on their own and not be heard by the customer, or to be involved in the conversion process with both the customer and employee. They can help you assess the quality of calls or intervene during a call to assist employees in dealing with an uneasy customer or prevent false promises being given to customers who are on the move.

Interactive voice response system (IVRS)

IVRS allows for the easy management of all calls that are inbound. It lets customers talk one-on-one and interact with a computer through voice configuration, and DTMF inputs. The callers are equipped to be routed through an automated routing process that is based on their comfort. Here is a list of IVR features which have become a vital component of a successful company:

  1. Welcome Message
  2. Single and Multi-level IVR
  3. Unlimited Departments
  4. Intelligent routing system based upon the ability of the driver, his language, and time
  5. Automatic call distribution using round-robin, priority and Ring all.
  6. Queue management – MOH as well as Queue counter messages
  7. Generate Lead or Generate sales lead
  8. Automated responses that take the form of SMS to the person calling, a notification to the users and more
  9. Automated Email Notification to the user


Dialers were the first devices to automate this process of dialing. There are three kinds of dialers: Preview and Progressive Dialer. The Preview Dialer is a dialer that can be manually operated that connects outbound calls at the click of an icon. Progressive and predictive dialers are automatic dialers that, using a contact list upload and a call blaster that automatically blasts through the dialer, calling the number of the caller that loops in agents to have an exchange. The former is able to advance calls in a sequential fashion while the latter lets users set the ratio of calls.

Call Analytics

Call analytics that are precise is the most important asset for companies to know where they stand. Cloud telephony offers an exceptional service in the form of analysis and reports. It provides you with an easy view of the details of calls such as agent call logs, disconnected calls, dropped calls, answered phone calls, and more. With an analysis of the lists and campaigns. This can help you estimate the calls of agents and assess the individual performance of agents. Caller database is generated automatically and can be used in any CRM easily.

Operational Cost Savings

Cloud-based IVR comes at a cheaper price when compared with IVR in-house.

The average in-house system costs $1,460 per line, whereas cloud-based solutions run just $1800 for a line.

Apart from helping businesses cut costs associated with hosting on-premises, IVR platforms decrease the cost of each call by 30 percent or more.

As a small-scale business, you are likely to have to pay for inbound calls per minute, it is logical to have a system that cuts down on the requirement for more calls will save you a lot of cash.

Additionally, if customers can take care of themselves, they will not have to wait for lengthy periods of time which is another opportunity to save money.

Long hold times are among the most significant reasons for high abandonment rates for calls. This is logical given that more than 60 percent of people believe they’ll never spend more than a minute waiting on hold. By drastically reducing hold times, or completely eliminating them altogether in a Blueworx report suggests that IVR could reduce the rate of abandonment on your calls by about 30%.

Cloud Telephony Integrations

Support leads, tickets, etc. On multiple platforms will increase the complexity of your business’s operations. The only way to solve this problem is to combine all platforms to create a single interface to access information about customers. The most appealing feature of the Cloud Telephony solution is the integrations. A well-defined API connects your phone system with other channels and makes it appear as something simple. API’s can pull data from your CRM system or ERP, help desk, or other tools, and display information to agents as an email. It can also push the necessary information about the call, recording details and call analytics to other applications, ensuring that no information will be lost during the process of transition.

Agent CTI

Cloud telephony is user-friendly. A key feature is that it includes an integrated dialer that can be used to make outbound calls, and also allows for receiving calls easily from an agent. An intuitive web interface allows users to complete all tasks without having to leave the application. Agent CTI is able to send text messages, draft emails as well as schedule follow-up calls, get an inbound call, make an outbound call with a single click, update the status of the call or write comments, make calls, and transfer calls. The interface tracks call logs and assists in controlling active calls.

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