Top 10 Features of Cloud Telephony Solutions

Top 10 Features of Cloud Telephony Solutions

Cloud Telephony is the latest innovative invention that provides a personalized and fully automated incoming and outgoing call management system with easy implementation and well-defined integrations without hardware installations and minimal human intervention. You will immediately get well organized by switching to it. Cloud Telephony comes with innovative features including real-time screens, automated analytics, and remote telephony.

10 Features of Cloud Telephony
  • Stand-Alone Business Number

    Cloud Telephony functions through a Virtual Number that can be mapped with multiple phone numbers or devices. This simple 10-digit number of mobile, landline and toll–free format will allow you to receive multiple calls, voice mails, send automated responses, view call details, hear call recordings, etc. Though your business operates from multiple locations, branches, departments, and users, this phone system allows you to receive customer calls from any device and can be routed to any device of your preference anywhere without a desk. You can even mask the customer number and create one identity for your company.

  • Interactive Voice Response System (IVRS)

    IVRS provides for easy management of all inbound calls. It allows customers to reach one-on-one, interact with a computer via voice configuration and DTMF inputs. With which the callers are provisioned to route themselves through an intelligent routing system based on their convenience.

    The following are the IVR features that have become a crucial part of a successful business:

    1. Welcome Message
    2. Single and Multi-level IVR
    3. Unlimited Departments
    4. Intelligent routing system based on skill, language, and time
    5. Automatic call distribution with round-robin, priority, and ring all.
    6. Queue management – MOH and Queue counter messages
    7. Generate lead or Generate Sales lead
    8. Automated responses in the form of SMS to caller, notify user and others
    9. Automated Email notification to user
  • Dialers

    Dialers are the pioneer objects for automating the dialing process. There are three types of dialers – Preview, Progressive and Predictive Dialer. Preview Dialer is a manual dialer that connects an outbound call with just a click of a button. Progressive and Predictive dialers are automated dialers wherein with a contact list upload, automatically blasts the call by dialer the caller numbers looping in agents for a conversation. The former will progress the calls one after the other whereas the latter allows you to set call ratios.

  • Call Analytics

    Effective data is the only way your business can grow and succeed. It helps you to see where you have room for improvement and what areas you are thriving in. Phone call analytics help you grab that information from all the phone calls members of your organization make. It allows you to measure, collect, analyze, and report on phone call data. This information helps you learn more about the caller’s journey and various call insights. Businesses can gather key marketing metrics from call analytics. You can track certain key performance indicators to determine call source in order to see which campaigns are successful. This information can also help businesses optimize their ROI.

  • Call Recording

    Maintaining and growing your customer base hinges on the quality of your customer interactions. Call recording tools capture the audio from your conversations. They act as the most efficient note-taking method you can utilize. Managers can also review their teams’ calls with customers as re-training tools.

  • Custom Dashboards

    This feature enables you to monitor callers’ performance and monitor metrics on the go. All you to do is simply drag and drop, and analyze data across all possible points and gain valuable insights for making quick decisions or resolutions. You can create and visualize the insights via analysis, the way you want and make accurate decisions.

  • Cloud Telephony Integrations

    Maintaining customer calls, support tickets, lead information, etc., on different platforms will complex your business operations. The only solution is to integrate all the platforms creating a standalone interface for accessing customer information. The best feature of the Cloud Telephony solution is the API integrations. Well-defined APIs integrates your phone system across channels making it look like a simple affair. API’s can pull the information from your CRM, ERP, help desk, or other tools and display information for the agents in the form of a pop-up. And it can push the required call details, call recordings and call analytics back to other applications as well with ease, ensuring no data is being lost in the transition.

  • Agent CTI

    Cloud telephony solutions are user-friendly. An important feature is that it comes with an integrated dialer for performing outbound calls and allows receiving incoming calls effortlessly by an agent. A user-friendly web interface that allows its users to work and perform all activities without leaving the platform. Agent CTI is equipped to send SMS, draft email, schedule follow-up, receive an incoming call, dial an outbound with a click, update call status, write comments, take a con-call and call transferring. This interface keeps up call logs and helps to manage active calls.

  • Click to Call functionality

    Click to Call is the ability to embed a simple “call us now” button directly on your business’ website, or within your mobile app. Clicking this button, as the name states, would simply connect users directly to a phone call with your business or a representative. The idea is that mobile users need a way to simply and easily engage your organization in a phone call while they are browsing on your website, or using your mobile app. Organizations should strive to remove as much “friction” as possible from the customer experience, and opening up simple communication and navigation is a great way to do that.

  • Call Forwarding

    You can protect your personal number by forwarding your incoming calls to any desk phone or mobile device or any department in your business. Also, call forwarding can be done based on business hours or holidays.

Important Cloud Telephony Statistics

Frequently Asked Questions about " Cloud Telephony " :

Cloud Telephony 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.


The global cloud telephony service market is expected to reach US$ 65.10 billion by 2030 during the forecast period from 2021 to 2030,” as per Report Ocean.


The Cloud is increasingly becoming the de facto method for business telephony.
Businesses are increasingly choosing cloud telephony for its:

  • Ability to reduce cost
  • Flexibility to adapt to ever-changing requirements
  • Scalability to support new business needs


For Extensive mobility and flexibility,Cost Efficiency,Scalability and Customizability,Better Control,Reliable and Resilient Phone Service,Dependable Security,Builds Your Reputation,Ease in Managing Multiple Locations,Efficiency in Sales and Support Processes,Access to Rich Business Features, You Should Choose Cloud Telephony Solutions for Your Business.


Cloud telephony solution 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.


Author Profile

Varuna Raghav
Varuna Raghav
As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to her name. Her enriching input has been valuable to the brands and organizations she's worked with.

3 responses to “Top 10 Features of Cloud Telephony Solutions”

  1. Hello there, You have done an incredible job. I’ll certainly digg it and personally recommend to my friends. I am confident they will be benefited from this website.

Leave a Reply

Your email address will not be published. Required fields are marked *

More like this