Cloud TelephonyCommunication Automation

What is Cloud Telephony and What Are the Important Features of It?

Cloud is not the ‘cloud of rain’, but a metaphor

In the recent past, we are listening to the word ‘Cloud” more often and in a different context altogether than its usual meaning. You must have come across terms like cloud computing, cloud technologies, cloud storage, etc. already. Here, it is used not in its literal sense but metaphorically for the internet.

Internet revolutionized almost everything around us. It also took over the technology delivery as well. Cloud computing is defined as delivery of various services including the database, storage, software, networking and analytics. In the absence of data security laws, and widespread internet usage to connect and deliver various services lead to the fast expansion of cloud different cloud service.

What is cloud telephony?

Cloud telephony, as the name suggests, is a cloud-based communication technology where the required devices and applications are hosted in the host server. In plain parlance, taking the business telephony systems like PBX to the cloud can be said to be cloud telephony.

In the cloud telephony, the physical infrastructure of PBX system will disappear and the same services are hosted from the data center or service provider’s server. Business calls, both inbound and outbound can be managed by cloud computing.

One of the biggest advantages of cloud telephony is you don’t require any infrastructure, hardware at all to start using the services. You can get started it with your desktop, laptop or mobile phone with a good internet connection.

Important features of cloud telephony
Virtual Number

A Virtual Number is a cloud-based business phone number where all the incoming calls can be managed. Multiple phone numbers and departments can be mapped to this number with call routing, diverting and forwarding features.

Toll-free Number

Toll-free number is a virtual number for which arriving or incoming calls are billed instead of incurring charges to the caller. Businesses take a toll-free to serve the customers best with regard to incoming calls. Toll-free number makes it free to the customers to reach out to the business.

IVR or Interactive Voice Response

A virtual IVR number help to streamline the entire inbound calls. It segregates and routes calls to a specific department as set using the DTMF inputs and ACD. It provides for many features to give the best customer experience and never to miss to an incoming call by better organizing entire incoming call ecosystem.

 Missed Call

Missed Call Solution is best for generating leads from the not well-connected regions. It is also a cost-effective solution to generate leads form wide sections of society. You can give a virtual number in your online and offline campaigns asking prospects to give a missed call to the number. Call gets disconnects after one or two rings as preset. The number is registered in your system and you can call, send and an SMS at your convenience to engage further.

Click to Dial

Click to call and Click to dial are the other important features of cloud telephony. An agent from your contact center can initiate a call to the customer with a click from the dashboard. Likewise, a click to dial widget can be set up on your website or app to connect to customers instantly.