What Is Cloud Telephony and How It Works? Explained

There are a lot of things that entrepreneurs look for when starting a business. However, one of the most important things they need to consider is the type of business they are planning to launch. Some businesses are easier to start than others. However, they need to understand the real-time needs of the business market to stand with their competitors. Businesses specifically depend on customers and hence customer delight should be the most important thing for them. Today many startups are using cloud telephony to organize their business communication through cost-efficiency. But before leveraging they must understand what is cloud telephony and the key benefits of cloud telephony.

Short Brief About What is Cloud Telephony:

It is a service that enables a user to make and receive calls through the internet and differs from a traditional telephone service in a few ways. It is more flexible, cost-effective, and offers a more granular way of managing your telephony services. In this blog, I will discuss some of the ways cloud telephony can help your business.

With the advent of the cloud, businesses don’t have to worry about maintaining their telephone system. Cloud telephony is a software-as-a-service (SaaS) solution, which means it is hosted on a web server and accessed via the Internet. This type of solution is essential for medium and large businesses and is also beneficial for small businesses. It allows users to make and receive calls from anywhere in the world without having to invest in expensive hardware. Cloud telephonic systems usually allow businesses to add extensions to their system, including connected lines for employees or business partners. Also, it can add call center features to a business’s existing phone system.

This blog will help you take a closer look at what is cloud telephony and How does Cloud telephony work to benefit your business. It also makes it easier for employees to collaborate, share knowledge, and for companies to track conversations in real-time.

How Cloud Telephony Work to Benefit Your Business?

how does cloud telephony work to benefit your business

Having clarity about how Cloud telephony works is essential for businesses. It usually works through a certain system to benefit your businesses and offer the desired results. It is usually not attached to one location and thus is easily accessible for any users from anywhere. Cloud telephony is the process of making phone calls over the internet. It can also be known as voice over IP, or VoIP. One of the benefits of cloud telephony is that it allows you to connect over great distances.

You can use your phone to call someone or to send a fax, anywhere in the world. Some companies have replaced their landlines with cloud telephony. One of the biggest reasons is the cost. Cloud telephony uses the internet to route your call. You can even use a computer or a mobile device to connect to someone on call.

It works by transmitting calls via the internet. The VoIP (Voice over Internet Protocol) technology makes it possible for your business to make or receive calls through any device. This means that you can connect to your virtual phone system from your laptop, smartphone, tablet, or any other device you can think of. The internet-based system adapts to your location automatically, so you can make or receive calls even while traveling. This also means that you can make or receive calls while you are on the go, something that is not possible with other types of virtual phone systems.

What are the Key Benefits of Cloud Telephony?

It is crucial to understand what are the key benefits of cloud telephony that help businesses elevate their productivity.

what are the key benefits of cloud telephony


The benefits of cloud telephony are numerous. The first and most important advantage is scalability. It enables businesses to grow seamlessly without the need to worry about the hardware behind the system. This is a big deal because hardware can often be a big investment.

It is a service, so there’s no hardware to buy and install. This helps in the scalability of Businesses their progress and success. The rising competition has created the requirement for staying unique in terms of the products and services. The businesses can adopt technological advancement and use it for expanding their business and also to enhance and improve customers and clients’ experience.

Cloud telephony solutions are becoming increasingly popular for small and medium-sized businesses. Cloud telephony refers to the technology that enables users to make and receive phone calls through a computer or a smartphone as if they were utilizing a regular phone line. As such, It is one of the most convenient and cost-effective ways for businesses to be able to communicate with customers and prospects, as well as with other employees.

Easy to integrate with Business Tools

One of the most popular uses of cloud telephony is its integration with business tools. It enables companies to integrate their phone system with other business tools and applications. They can plug in their contacts and calendar appointments and plug in their calls and messages. In this way, businesses can automatically add calls and messages and sync their messages with the most popular email services, such as Outlook, Gmail, iCloud, Lotus Notes, Yahoo Mail, AOL Mail, and others. They can even sync messages with their Google Talk and Skype accounts. This way, they can use a single inbox for all messages.

Generates Analytics and Reports:

The most appreciable aspect of cloud telephony is that it provides businesses with complete Analytics and reports to analyze what is going on and how to make business more productive. Since the complete business insights help owners to take the strategic decision. It offers businesses flexibility, scalability, and mobility.

It can integrate with other business applications and systems. Another thing is that a cloud-based system for voice calls is easy to use and is constantly evolving to keep up with the needs of businesses in all verticals. Cloud telephony also offers businesses the opportunity to have a single communications system in multiple locations.

Provides Mobility:

Cloud telephony is a centralized system that can be used by different departments of business organizations. It enables different departments to collaborate and work together on a single platform. Customers usually expect an instant response when they connect to the customer service team. But sometimes they have to wait because of the non-availability of the person on the desk.

Such kinds of factors create a negative impact on the mind of customers. Poor experience with a brand is the core reason for the customer churn and hence having a centralized system that can help businesses to track all customer calls is an essential aspect. The use of cloud telephony systems has helped businesses a lot in offering mobility and managing their team collaboration efficiently.

Cost Savings:

Cost management is the core aim of businesses. But it is also important for businesses to take care of their operational qualities. Thus, leveraging cloud telephony can help them to a greater extent to handle all kinds of real-time requirements with no hassles.

With remarkable technological advancements, the concept of cloud telephony is getting more popular day by day. The major benefit of cloud telephony is that it helps you to manage your telecommunication resources in a better way. It is considered the most effective mode of telecommunication solution and helps you to reduce your operational expenses to a great extent.


It helps businesses to easily access all voice data from anywhere and anytime. In this way, it helps to create a single platform where all communication data can be stored to get deeper insights. It is an amazing way to keep business communication simple and cost-effective. By using cloud telephony, you can easily save your money with no hassle.

What is Cloud Telephony Solution and How it works?

Do you want to make your business communications efficient and cost-effective?

In this blog, we will explain to you how cloud telephony solutions can streamline your business communications and helps you in growing your business. Whether you’re opening new offices, hiring remote workers, or expanding your in-house teams, a cloud telephony solution will make your expansion effortless and cost-effective.

What is Cloud-telephony?

No matter how small or big your business is or what it does, voice communication is a critical element of success. With voice communication, you get a secure way to communicate with customers, contact prospective clients, and operate your business. Cloud telephony can help businesses to incorporate these voice communication benefits in an effective way.

Cloud Telephony is the communications technology where all communication devices and applications are hosted at the service provider’s premises. Any business interested in using these services does not need to install any software or buy any hardware to get the services started. The service can be an IVR, call center setup, call recording, virtual number, or call forwarding. These services can be started on a traditional phone, mobile, or a computer system i.e. desktop, laptop, or tablet.

In a conventional setup, to start any enterprise telephony solution like a PBX or small call center, you need a dedicated PRI, a PRI server, and a conventional call center solution. Whereas in cloud telephony solution, all the devices like PRI Line, application server, etc. are hosted or reside at the service provider’s premises and all the applications/devices are maintained by the service provider.

It’s also known as a VoIP-based hosted PBX solution. It helps you move your business phone service to the cloud.

It is a type of Unified Communications as a Service (UCaaS). And the reason is that it brings various communication systems and collaboration tools together. With cloud telephony, you won’t just move your phone calls to the cloud, but also connect them with your video meetings, instant messaging, CRM, and business processes across the board. It also sets the stage for adding complementary UCaaS features, such as voice and keyword analysis, call center capabilities, interactive voice response (IVR), and artificial intelligence (AI)-enabled customer support.

Cloud telephony may have numerous used cases. However, cloud telephony is required by companies that have a number published to the customers. They require a setup for their inbound calls and cloud telephony is the best option available to them. Similarly, companies who have tele-callers making outbound calls to their customers also require a setup to monitor agent’s performance and get complete call metrics. For them also Cloud Telephony is the most effective setup available.

How does cloud telephony work?

Let us check first the flow of incoming calls in cloud telephony set up:

Cloud telephony is required where a company has a number published to its customers and wants to have a call center set up for inbound at the minimum cost. The number that is published could be a landline or a PRI number, a mobile number, or a toll-free number as well. However, I always recommend my clients to have a mobile number due to its flexibility and cost-effectiveness.

The calls coming to the number are then simply forwarded to the cloud service provider. They will provide you a PRI number and you would forward your calls there. In case IVR is there, then it will play and once your customer chooses his required option, the calls are then forwarded to your team agents’ mobile numbers or your landline numbers as the case may be.

The Call distribution can be done basis some pre-defined rules or on the basis of Input given by the customer on the IVR

In this setup, you get access to call recordings, and all call metrics and you can also do number masking

There could be two ways of doing outbound calls using cloud telephony.

In the first case, your agent logs in to a CRM which will provide click-to-call functionality already integrated into it. This initiates a call from the server to the agent first and then the call is initiated to the customer. Once the customer picks the call, the calls are then patched and an agent is connected to the customer on the cloud. But this method of outbound calling is a bit expensive since there are two parallel calls running and then patched. One is from the server to the agent and another one is from the server to the customer. You get call recordings and other call productivity metrics that are required to track your agent’s performance.

I personally recommend the next solution as it is easy to use and cost-effective as well.

In this solution, the agent will be given a mobile application with login credentials. The supervisor is being given a panel from where he would push the data via excel file, or CSV file, APIs, manually and will then allocate the database to the agents. Once the agent logs in to his ID, he can see the database on his panel and can start calling on it using his mobile only. The agent can enter the call details on a mobile CRM or a desktop CRM as well. The call recordings and the durations will also move from mobile to cloud. The supervisor or the manager will be able to get real-time monitoring of the productivity. He gets access to recordings, dashboards, analytics using his panel.

To book a cloud telephony demo for your business, call @ 96433 03884 or email @ sales@teammas.in

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