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What Is Cloud Telephony and How Does it Work? (+ 7 Benefits to Your Business)

What Is Cloud Telephony & How Does it Work? (+ 7 Benefits to Your Business)


Need to make your telephone framework cost less and accomplish more? You’ve probably gone over cloud communication, and you need to know whether it can help your particular use case.

Assuming that you’re discussing the change from your current business telephone administration to cloud communication, you’re perfectly positioned. In this aide, we’re covering all that you want to know, including the basics of cloud communication, how it works, how it helps your business, and how to pick your cloud communication supplier.

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What is Cloud Telephony?

Cloud communication is a telephone framework that goes through your web association. It’s otherwise called a VoIP-based facilitated PBX arrangement. It assists you with moving your business telephone administration to the cloud.

Cloud Telephony smoothest out your business interchanges and develops with your business. Regardless of whether you’re opening new workplaces, employing telecommuters, or growing your in-house groups, cloud communication will make the extension easy and financially savvy.

Cloud Telephony is a sort of Unified Communications as a Service (UCaaS). UCaaS is a brought together correspondences model, which means it brings different correspondence frameworks and joint effort apparatuses together. With cloud communication, you won’t simply move your calls to the cloud, yet additionally interface them with your video gatherings, texting, CRM, and business processes in all cases.

As a component of your UCaaS stage, cloud communication will better interface your groups and make your representatives more engaged, connected with, and fulfilled in their jobs. Actually, a review led by CMBR for Cisco presumed that almost 8 of every 10 representatives experience further developed usefulness levels because of remote work capacities, similar to group talk and video conferencing.

How Does Cloud Telephony Work?

Cloud telephony works through a VoIP service provider. When you dial the phone number you want to call, your service provider handles the routing. It converts analog voice signals into data packets and transmits them over your internet connection. That’s how it connects your phone to the person you’re calling.


On your end, you would supplant individual telephone augmentations with a VoIP work area telephone. Rather than associating with a landline, you plug your telephones into your current organization. You can likewise utilize a softphone, an application introduced on your PC, tablet, or cell phone. In the two cases, you’re calling from a cutting edge, simple to-utilize interface and build up a bring in a brief moment.

Cloud telephony vs. traditional PBX: What’s the difference?

For your representative, the end-clients of your phone framework, things probably won’t appear to be a lot of unique between cloud phone and customary PBX. At the point when we look in the engine, we’ll track down a significant distinctive story.

As you’ll find in the following segment, cloud communication eliminates your requirement for actual hardware. Your staff can speak with one another and with your clients utilizing any web associated gadget. They can do as such any place they can utilize Wi-Fi or 4G web association.

According to your organization’s point of view, beginning with cloud communication is straightforward. Rather than an intricate, costly cycle to interface with the Public Switched Telephone Network (PSTN), all you really want is a VoIP specialist organization and a dependable broadband association.

Traditional PBX presents a much steeper challenge, both in starting up and maintaining your phone service. Here’s why:

To begin with, there’s the arrangement cost and exertion. A phone supplier needs to visit your area and introduce fixed hardware, and you’ll wind up paying both for both the work and the stuff.

You likewise need to keep up with the specialized arrangement of the Private Branch Exchange (PBX) gear on your area. In the case of something overheats, breaks, or becomes obsolete, you need to fix or supplant it. It’s expensive, yet it denies your group of their efficiency and concentration.

A conventional PBX settles on your telephone decisions, particularly significant distance calls, more costly. It offers essential calling highlights, which can be an issue to utilize progressed highlights like HD sound, phone message to-email, or call examination.

Assuming your organization is developing, you’ll need to open new areas, add more telephone lines, or present remote working choices. Customary PBX frameworks don’t scale effectively in light of the fact that they add greater hardware, support, and expenses. They additionally are anything but a helpful choice for representatives who travel for work and need to remain useful on the grounds that their telephone number is attached to an actual work area telephone.

A traditional PBX system can be a good option for small companies whose business needs rarely change and don’t plan on expanding. But if you want to grow and make sure that your phone setup doesn’t slow you down, you’ll love a cloud phone system.

Benefits of Cloud Telephony

How might an issue with your telephone framework affect your organization? In light of our State of Business Communication Report, a ton, and it can deteriorate. 83% of organizations lost a client, missed a significant cutoff time, or fired a representative because of a correspondence issue in 2019.

It’s nothing unexpected. The manner in which we work has become dynamic and different, and we really want innovation to keep up. To ensure you never lose a client, a worker, or your inner harmony as a result of correspondence issues, here are cloud communication benefits you’ll need to know.

1) Quick and easy implementation

Cloud telephony implementation requires no on-site infrastructure. This advantage means you can get up and running within a few days, potentially even within a day.

There’s no hanging tight for a professional, no establishment of telephone lines, no postponements, and no extensive course of recruiting a full-time representative to design your new communication framework. Your cloud communication supplier deals with everything. You’ll quickly get virtual telephone numbers and admittance to a dashboard that permits you to deal with the whole telephone administration.

2) Lower cost of running your business phone system

There are numerous ways cloud communication administrations will set aside you cash. You can set aside to 65% of your conventional telephone bill. Cloud communication saves your business from support contracts, restricted calling minutes, prohibitive nearby and complementary telephone numbers, and paying for isolated business SMS administrations.

With cloud communication, there are no startling upkeep expenses or bills. Furthermore to begin as minimal expense as possible conceivable, you can skip purchasing VoIP telephones and use PCs with headsets through a softphone application.

3) Robust, powerful calling features

We’re not speaking pretty much highlights that look great on paper. Progressed calling highlights that accompany cloud communication permit you to work savvy, be powerful, and center around the perfect undertakings at the ideal time. You can keep away from manual, dreary assignments and move forward your group joint effort and client care.

Here are some of the most valuable call management features of cloud telephony:

  • Auto-attendant, which allows your caller to reach the right team.
  • Call forwarding, which directs inbound calls based on predefined criteria.
  • Advanced Interactive Voice Response (IVR), a more conversational approach to automated customer service.
  • Call forwarding, so that you can forward calls to any desk phone or mobile phone.
  • Video conferencing and screen sharing for productive remote meetings.
  • Toll-free numbers, which lets customers reach you from landlines without extra toll charges.
  • Local numbers, so you can establish a local presence wherever you want.
  • Call recording securely and reliably, so you can maintain quality service.

Surprisingly better, you’ll get these elements alongside HD sound and video call quality. This is a huge advantage for remote groups. There’s nothing more awful in life than a poor-sounding phone call.

4) Flexibility and scalability of your phone system

Cloud telephony will make growth seamless. More specifically, a VoIP solution will allow you to add more users in just a few clicks.

With customary PBX, you’d need to pay extra every time you enlist another worker and need to relegate them a telephone line. Their work area telephone needs wiring, which can require a long time to set up. Your development will continually bring deferrals and additional expenses assuming that you depend on an on location telephone framework.

A cloud-based PBX isn’t simply versatile, yet it’s easy to make due. You don’t need to be an IT master. For instance, assuming your call volume quickly increments during the year’s more occupied occasions, you can undoubtedly add and eliminate lines. This will assist you with keeping up with your client experience on account of an adaptable framework you can undoubtedly alter as your business needs shift.

5) Increased mobility

Organizations are progressively changing to remote working choices over time. Facilitated telephone frameworks are the ideal response to this pattern.

Your workers can get to their organization telephone lines any place they are, the length of they have a web association. It’s not just with regards to noting calls; they can get to their phone message, set up or change call directing in a hurry.


Cloud telephony is the ideal solution for companies that embrace remote work, have satellite offices, or multiple office locations.

6) Simplify work with integrated communications

Cloud communications help you store and access every piece of information on one platform.

At the point when you utilize separate frameworks for your assembles and conferences, you have notes and significant subtleties in such a large number of spots. PC notes, bookkeeping pages, Post-It notes, journals, and the rundown continues. Finding past cooperations can remove ages and toss everybody from their stream.

Cloud communication combines everything into a solitary UI. You can utilize it to work together with partners, oversee clients, examine constant information, gather input, and push significant tasks ahead.

You’ll carry your business correspondence work process to a solitary wellspring of truth and move effectively as the day progressed. Not any more disappointing interferences or time squandered on chasing down critical data.

7) Superior reliability and resilience

Would you be able to bear to be inaccessible to your clients? On the off chance that something happens to the power lattice, what are the ramifications for your business? A wiring issue, overheating, or a little tempest can unleash ruin to your correspondence and notoriety.

Trustworthy cloud communication arrangements give 99.999% uptime so you can continue to work unaffected regardless occurs. It additionally has implicit excess, if there should arise an occurrence of jitter or comparative issues, your calls stay on the web, and you generally have a reinforcement you can utilize.

How to Choose a Cloud Telephony Provider

If you’re looking to move to a cloud telephony solution, here’s what you need to consider when evaluating your options.

Service quality and proven reliability

High uptime and reliability is a must. Your cloud telephony provider must provide redundant service with redundant data centers. Features and attractive pricing are nothing if your phones won’t work.

What uptime does the provider deliver? Can they ensure you’ll have availability of phone service? Check out your provider’s status page. For Nextiva, you can check INNOPLIX IT


High accessibility is conceivable utilizing server farms found decisively across the United States. Which are all furnished with uninterruptible power and have gigabit fiber-optic organization associations.

You can also check social media sources like Twitter and Facebook to get an unbiased picture of each provider’s reliability. Searching for the brand on Twitter with the “@” before their name helps you wade through all brand mentions.

On top of that, you’ll want to make sure your provider offers 24/7 network monitoring so that issues can be flagged and solved before they affect your business.

Security and industry compliance

The next step is making sure the cloud telephony provider meets industry standards. Here are some certifications to look for:

  • HIPAA compliance: Vital voice and fax services for healthcare service providers.
  • ISO/IEC 20071: The global standard for security threat responses.
  • PCI compliance: Securely handle credit card payments with confidence.
  • SOC 2 compliance: Incident response plans to protect your privacy and data integrity.

Another thing to check is whether your provider of choice ensures call encryption. Encrypted calls mean you can use Transport Layer Security (TLS) and Secure Real-time Transport Protocol (SRTP) to establish high-grade security in every call.

Features and integrations

What are the business needs you’ll fulfill by adding cloud telephony to your toolkit? This is where phone system features and integrations come in.

Do you make lots of outbound calls or receive many inbound calls? Do you have multiple business locations? Are your customers in the U.S. or international? These are a few of the many questions to consider when looking at cloud telephony features. Talk to prospective service providers and learn how they can accommodate your business needs.

You’ll also need to consider how a new phone system will work into your employees’ existing routines and workflows.

Do you really want your telephone framework to incorporate with your venture the board programming? Shouldn’t something be said about your CRM? How simple is it to carry out and keep up with your telephone framework arrangement? Once more, these are the issues to contemplate when searching for planned specialist co-ops.

The true cost of ownership

Pricing often looks great on paper. Then, when you start using the service, you get an unexpected, uncomfortable bill that doesn’t look anything like you saw when signing up.

Search for straightforward evaluating that diagrams all that is remembered for rates and anything you’ll have to pay extra for. Affirm evaluating particulars, for example,

  • The number of users you’ll have on your plan.
  • Monthly or annual payment plans (and discounts), if available.
  • Is there any required equipment for the service to work properly?
  • Flexibility to change plans as your needs change.
  • Costs for inbound and outbound calls (on local and toll-free numbers).
  • Optional features added à la carte.
  • Mandatory taxes, surcharges, and other fees.

Fast and efficient customer support

Finally, make sure your provider’s customer service team can help you when you need them.

Look into their support options. Are they available on live chat? Can you call them? Do you need to wait for 24 hours or more until you get an email reply?

Then, consider the answers you get to your questions. Do they take into account your specific situation, or are they generic? Is the support rep taking their time to understand the problem? Is it easy to ask follow-up questions?

You can test a provider’s customer support by taking on a free trial, but you can also get a solid idea by reaching out as a prospect, too. This will give you a solid idea of how your provider can help you grow and improve your entire communication system for many months and years to come.

Move Your Phone System to Cloud Telephony

Cloud telephony will lower your communication costs, enhance productivity, and increase your resilience. It also acts as a single source of truth for business communications.

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