What is cloud telephony?

Cloud telephony is the technology that makes use of the Internet to communicate and store data. It works through a protocol that can digitize the voice, transform it into files and then transport it via the web to its recipient just like any other data transfer.

Cloud telephony services can be provided through a software system accessible via the Internet. The telephone service in the cloud can be provided through the use of IP devices: a software application installed on a computer, tablet or cell phone, or also through IP Phones. Also, the user can use their Internet access to carry out communications regardless of their location.

Cloud telephony: How it works?

Cloud communications and storage are a revolution for the information and communication sector. We’ve seen how it is used by writers and assignment services in the publication of the topresume reviews , for example. But how does it work for more complex business sectors such as banking, education, real estate, and healthcare, especially in the aspect of not only data but a voice?

For the voice to be transmitted over the Internet, IP telephony converts the voice signal (analog) to data packets that can be sent over the Internet. In the same way, it is responsible for decompressing these data packets so that the voice can be heard by the person on the phone. If you have an Internet connection in a home or office, you can have fixed telephone service over the Internet, thanks to IP telephony.

In the case of companies, the situation at least still is different. They need to have a phone number to receive and make calls. Today, many businesses have a telephone exchange in their office called private branch exchange (PBX) that allows them to communicate between co-workers of the company without having to go through the telephone network.



Benefits of Cloud Telephony for Businesses

Designed for companies, from micro-entrepreneurs to large companies, it offers the following advantages:

  • Savings in current expenses 

Companies are investing and saving themselves from the cost of traditional calls. On the one hand, this telephony service is available in the cloud and accessed from the Internet. This translates into zero investments while ensuring access to functionalities that telephone exchange grants.

In addition to saving the cost of communication, there are also savings in aspects related to maintenance and configuration changes, since they can be self-managed through an Internet-accessible console.

  • It supports flexible and remote work styles

The future of many white-collar and freelancing jobs is gradually shifting away from offices and business spaces. At least 50% of the US workforce is expected to be working remotely in a few years, according to Forbes magazine. 

Business employees can work from anywhere in the world using the same phone number from a terminal with an Internet connection: computer, tablet or smartphone. IP Telephony allows, for example, to answer calls from your home, redirect them to your cell phone and integrate branches and remote offices, simplifying and joining communications. 

  • Mobility and portability

Cloud telephony also adapts to the relocation of companies. Thanks to voice over IP technology, the communication system is no longer inseparable from a physical location since the voice is not transmitted by cables but by data and the Internet. If an office moves, its cloud data don’t since they only need to be accessed online.

  • Immediate implementation

By just having the Internet, the service can be easily installed and used immediately. It is no longer necessary to wait for the installation of a telephone exchange and the inherent delays in the installation of telephone lines or frames. 

  • A plethora of novel functionalities

This telephony allows you to have innovative and proprietary features of very sophisticated PBX exchanges: receive voicemail messages by email, fax server, call forwarding, call recordings which can be saved in DropBox, integrated electronic billing system, click-to-call, waiting for queue and a control panel that allows them to see in real-time their consumption internally and by the company. Another new feature is the high definition (HD) in calls. 

  • High communication quality

The communication uses more bandwidth but allows the voice to be heard with a greater frequency amplitude. The difference in quality in this type of communication is remarkable if we compare it with traditional telephony.

  • Big data of calls

Some solutions allow you to monitor calls in real-time and obtain statistics and relevant information about the calls. This facilitates the management of incoming and outgoing communications, the relationship in the consumption generated and taking advantage of the information to improve sales or customer service. 

With relevant information, the company can understand if it is providing good service to its customers, or if it has sufficient or limited resources. It also helps to measure the productivity of employees and the company in general. Many companies that have contact centers value this type of information that they cannot have with traditional telephony.

When should you migrate?

The installation of a cloud telephone system must meet a need. The decision will have to be made between the need to modify a system that has become unsuitable because of financial constraints or unsuitable to the evolution of the organization of society. The experience of many businesses show that the most appropriate moments to perform a migration are often:

When starting a business

During a move

On the occasion of a renewal of a contract with your telephone service provider

When changing IT infrastructure

In the event of a system failure or flagrant lack of flexibility.

Cloud telephony: The evolution of telephony for businesses

Many businesses are switching from a traditional telephony model that required an initial investment, implementation time and maintenance expenses to a Software as a Service (SaaS). 

It is revolutionary because it allows a single provider to integrate a chain that has several actors. But the most interesting thing is that, although it is a substitute for the telephone exchange plus the telephone service, it allows companies to have new features that allow them to improve their productivity and quality of service, in addition to integrating them with their customer relationship management (CRM), enterprise relationship management (ERM) systems and others.

Updated : September 10, 2021


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