Best Cloud Telephony Solutions in 2024

What are Cloud Telephony Solutions?

A phone system that runs via an internet connection is referred to as cloud telephony, or cloud calling. It falls under the category of unified communications as a service (UCaaS) managed by a third party. This approach allows users to make calls from virtually any internet-connected device, eliminating the need for traditional landlines or dedicated phone hardware.

By employing this technology businesses can make calls from virtually any internet-connected device which eliminates the need to buy and maintain traditional hardware like phones and PBX boxes.

In cloud telephony services, the entire phone system, including equipment, software, and network connections, is hosted remotely by providers. Instead of using traditional landlines, people place calls online, which relieves the organizations of the burden of maintaining their networks. Businesses adopting cloud telephony solutions also save money, enjoy flexibility, and enhanced accessibility.

How Does Cloud Telephony Solutions Work?

Cloud telephony solutions have revolutionized the call center industry by shifting the entire phone system to the cloud, where customers interact with published cloud telephony numbers instead of traditional office lines. Here is how this cutting-edge technology works;

• Incoming Call Process: When a customer dials the published number, the cloud telephony system forwards the call to Primary Rate Interface (PRI) lines using intelligent routing based on predefined logic. This optimizes the customer experience by efficiently directing callers to available agents or an Interactive Voice Response (IVR) system.
• Outgoing Call Process: Originating from Customer Relationship Management (CRM) software, agents initiate calls, triggering API signals to the cloud telephony servers. The server promptly connects with the agent and dynamically dials the customer.

Why Do Businesses Use Cloud Telephony Solutions?

As call centers grapple with an overwhelming volume of customer inquiries, cloud telephony emerges as a solution to handle these incoming calls. It not only expedites customer connections but also offers powerful analytics to measure performance, track interactions, and enhance overall customer service. Here are some reasons that make businesses to adopt cloud telephony solutions;

1. Efficient Call Routing: One of the primary reasons businesses adopt cloud telephony is its ability to streamline and accurately route incoming customer calls. This swiftly connects the callers to the right individuals for a better customer service experience.
2. Analytics and Insights: In addition to call routing, cloud telephony also provides analytics and insights crucial for businesses. This data is instrumental in measuring performance metrics, tracking customer interactions, and refining call flow strategies. Through these insights businesses can understand customer needs and improvise call center management.
3. Simple and Cost-Effective Setup: Cloud telephony platforms offer a straightforward and cost-effective setup process. Designed for quick implementation with minimal IT effort, these solutions eliminate the need for complex hardware and software. This reduces deployment costs and resource demands.
4. Helpful Integrations: Top-notch cloud telephony solutions integrate with popular Customer Relationship Management (CRM) platforms for enhanced productivity, streamlined workflow, and outstanding customer experience.
5. Omnichannel Outreach: Cloud telephony transcends traditional phone calls by incorporating other digital channels like SMS, WhatsApp, and Twitter/X into the call center environment. This versatility enables businesses to expand their outreach and engagement beyond conventional communication methods.

Key Features of Cloud Telephony Solutions

Below are the key features of cloud telephony solutions;

1. Auto Dialing: Auto dialing feature empowers contact centers to place calls without manual intervention. Its applications span across customer service, sales, and marketing, ensuring efficiency in outreach efforts.
2. Call Analytics: In-depth call analytics such as Call logs, detailing dates, times, and call types, help businesses track marketing initiatives and understand how customers engage with the business.
3. Interactive Voice Response (IVR): In scenarios where the workforce may be insufficient to handle incoming calls, Interactive Voice Response (IVR) steps in. This feature allows callers to navigate through options, directing themselves to specific departments or services without the need for direct agent interaction.
4. Call Recording: To provide better customer service, quality control is very important. Cloud telephony addresses this need through automatic call recording capabilities. Managers gain the ability to monitor team conversations so they can address potential performance issues proactively.
5. Call Forwarding: Call forwarding facilitates a more efficient communication flow by allowing users to divert incoming calls from one phone line to another. This feature proves especially beneficial when a single point of contact is needed or when an employee requires access to a colleague's work phone remotely.
6. SMS Capabilities: Cloud telephony also offers SMS capabilities as a convenient channel for business communication. Utilizing this feature businesses send bulk SMS messages to engage with current and potential customers.

Benefits of Cloud Telephony Solutions

Here are some of the benefits of cloud telephony solutions;

1. Significant Cost Savings: For cloud telephony services businesses pay for actual usage rather than investing in packages that might go underutilized. This flexibility, combined with the absence of hefty upfront costs for hardware, translates into substantial savings compared to traditional phone service providers.
2. Easy to Set Up: Implementing a cloud phone system requires minimal infrastructure changes. With the right service provider, these systems are installed within a day,which minimizes downtime and facilitates a seamless transition. The intuitive interface further simplifies configuration and makes navigation effortless.
3. Scalability Advantage: One of the defining features of cloud telephony is its scalability through which businesses can adapt swiftly and cost-effectively to changing needs. Whether scaling up to meet increased demand or scaling down during periods of lower usage, cloud telephony offers a dynamic solution and eliminates the need for upfront hardware investments.
4. Agile Telephone System: Cloud communications surpass the constraints of traditional PBX systems due to their flexibility and agility. The ability to manage calls from any internet-connected device, coupled with features like call forwarding and routing, exemplifies the adaptability of cloud telephony. The efficiency of communication is further increased by collaboration tools like instant messaging and video conferencing.
5. Increased Productivity: As a form of Unified Communications as a Service (UCaaS), cloud telephony integrates various communication channels on a single platform. This integration, including voice, video, and data, simplifies business processes, fostering improved productivity, performance, and customer experience. The seamless tracking of conversations and workflows, along with easy information sharing, contributes significantly to heightened productivity.

Top 10 Cloud Telephony Solutions in India

Here is a table of top 10 cloud telephony solutions in India;

Top 10 Cloud Telephony Solutions Comparison
Softwares	Features	Prices
Servetel	Webhook Integration, Live Call Monitoring, Number Masking, Agent Scheduling, Real Time Analytics	Price On Request
CallRail	Archiving, Call Recording, Caller ID, File Transfer, On-Demand Recording, IVR / Voice Recognition	Price On Request
DialerHQ	Auto-Dialer, Blind Transfer, Call Mute, Caller ID, CRM integration, Incoming Call ID	Price On Request
The Real PBX	API Integration, Carrier Access Billing, Contract Management, Inbound Reporting, IVR System, SIP Trunking	Starting at ₹6,481
OpenPhone	Call Logging, Call Monitoring, Call Routing, Call Management, Call Recording, IVR / Voice Recognition, Mobile Access	Starting at ₹720/user/month
MCUBE	Analytics, Call Logging, Call Management, SMS, Lead Management	Price On Request
YOCC	Analytical Reports, Call Control, Call Recording, Call Queuing, Multiple Simultaneous Calls	Price On Request
MOBtexting	Complete Messaging Platform, Multiple Extension, Multiuser Login & Role-based access control, SMS, Internal Call Transfer	Starting at ₹15,000 SMS
CallHippo	Cloud Access, Call Conference, Historical Reporting, Interactive Voice Response, Inbound Call Center, Phone Support	Starting at ₹1440/user/month
Grasshopper	Call Logging, Call Monitoring, Employee Directory, IVR / Voice Recognition, Mobile Access	Starting at ₹2088/month

Factors to Consider When Buying Cloud Telephony Solutions

As businesses explore cloud telephony solutions, it is critical to evaluate the following factors before making a decision;

1. Platform Capabilities: Define specific needs in collaboration with your team, whether managing sales/support calls or facilitating customer updates. Evaluate the platform's support for essential features like call routing, CRM integration, call recordings, and bulk SMS options. Clarify costs associated with call rates and additional services for budget alignment.
2. Platform Reliability: Examine the provider's uptime range and seek confirmation from their support team for transparency.
3. Trial Runs: Request a trial run to test functionalities before committing. Opt for a personalized demo with the support team for a more insightful exploration.
4. Seamless Transitions: Evaluate the integration ease of the cloud telephony system with existing apps, helpdesk, or CRM. Assess whether specialized assistance is needed for setup and ongoing maintenance. Explore the availability and utility of a knowledge base for user understanding.
5. Data Security: Prioritize platforms with security certifications, robust audit logs, monitoring systems, data backup, recovery plans, and encryption protocols.
6. Pricing Transparency: Inquire about potential hidden charges and understand the structure of software rental and call rates. Ensure pricing aligns with usage patterns and business needs.
7. Support and Training: Assess the responsiveness and effectiveness of customer support. Evaluate the availability of training resources to empower your team in effectively utilizing the telephony system.