Cloud Telephony – Significance & its Use Cases for Business

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Cloud Telephony

During the pandemic, businesses have faced disruption and remote employment has become the new normal for everyone. Most had to move out of their comfort bubbles, especially those who never used remote teamwork or virtual communication technologies.

Employees are also having a difficult time because they are dealing with low productivity and technical challenges while working remotely. Apart from staff collaboration, communication with customers is likely to be the most crucial challenge for firms during a lockdown. Cloud telephony is the only technology that can accurately address these difficulties.

We are in an era when customer experience determines the fate of your business. While you can feel the shift to the digital solutions world, one such technology which has transformed experiences is ‘cloud telephony’.

Although multinational businesses have been using this innovation for some time, it may be a radical idea for many. As a result, it is essential to understand what cloud telephony services are and how they can provide significant benefits to your business both now and in the future.

What Exactly is Cloud Telephony?

The innovation that moves your corporate call services to the cloud is known as cloud telephony. It is the most efficient approach to manage sales calls without sacrificing quality or expense. Cloud phone systems provide enterprises with scalable and dependable recourse to integrated corporate communications without the hassle of infrastructure setup or additional expenditures.

Cloud communications providers construct, run, and maintain regulated phone platform products on their servers, with clients receiving subscriptions or as-needed wireless connectivity through the internet. This strategy enables businesses to forego traditional on-premises telephone networks, such as PBX, which are typically costly and time-consuming.

Cloud telephony services allow customers to make calls from just about any desktop or smartphone device connected to the internet, relieving enterprises of the hassle of purchasing and maintaining standalone hardware such as PBX boxes and phones.

Use Case of Cloud Telephony:

The dangers of COVID-19-induced remote working

Even before attempting to comprehend how a cloud telephony solution might serve as the foundation of your corporate communication, it is critical to embrace the current issues. The most obvious one at the moment is the forced relocation to the COVID-induced virtual operating model. Though this change is necessary for survival, you cannot disregard the difficulties that your staff and customers will face because of this transition. The following are the main disadvantages of the current working model:

  • Absence of adequate communication between teams and your customers across multiple locations;
  • Issues with handling company calls when personnel are not in the office;
  • Difficulties in identifying business prospects, making scaling difficult in the current circumstances;
  • Accessibility difficulties causing inefficiencies with regard to remotely managing teams.

For putting your firm back on the right track in such crises, knowing your issues is half the battle. Fortunately, you have a solution on which you can rely for overcoming these issues; you can permanently optimize communication. Fundamentally, cloud telephony solutions bring together a range of technologies that can efficiently handle each of the difficulties.

Significance of cloud telephony services

  1. Cloud customer support solutions – keep your communications going smoothly

For maintenance and communication issues, cloud telephony software has your back. You may rely on a cloud-based contact center solution to set up an effective contact platform that links remote personnel, all the while requiring no infrastructure investment. It is a significant benefit now, when keeping in touch with customers and clients is more crucial than ever.

An analytical dashboard allows you to remotely analyze, monitor, and oversee the productivity of your team. Better outgoing and incoming communication enable you to give smooth services to clients during an emergency, which can enhance your reputation significantly.

  1. Seamless management of business calls through IVR and virtual numbers

Aside from monitoring customers’ calls in real-time, an IVR allows you to optimize marketing. You also get exposure to call recordings, which may assess the quality of client interactions and the effectiveness of team members who speak remotely. Installing virtual numbers allows you to divert sales calls to the agent’s phone lines, removing location as a barrier to interaction.

  1. CRM Integration enables you to serve your clients better

While you must maintain contact with your clients in a better way, supporting them throughout the crisis can establish successful connections with them and build confidence in your company. You can link a cloud telephony system with your CRM program to enhance the way your agents serve clients. It allows you to streamline the lead process flow, which has a beneficial impact on the team’s sales and efficiency.

  1. Orchestration of workflows across conversations and SMS

Create a workflow, such as call masking, click-to-call or OBD that comprises separate interaction primary components of cells linked to executing business rules.

  1. Configurable APIs

Specify which participants to include, which announcements to play, and any other runtime settings.

  1. Real-time event alert

Send real-time alerts for call status, IVR, sound, and storage.


In the current environment, whether you run a consumer firm providing goods or services, an academic institution or a healthcare organization, a comprehensive cloud solution can offer tremendous benefits. It gives your company the freedom it needs to tackle the work-from-home paradigm. It helps you provide excellent customer service. The solution provider you choose can make or break the benefits you can obtain.

As a result, look for a trusted provider who can supply you with comprehensive services and excellent quality, service guarantee, and reliable assistance. While it helps address all your business concerns, you can concentrate on scaling your business.