What is Cloud Telephony

What is cloud telephony?

Cloud telephony, also known as cloud calling, is a type of unified communications as a service that offers voice communication services through a third party host. Cloud telephony, moving your phones to Cloud, moving your business to Cloud! If you are wondering, what is this Cloud and moving everything to Cloud means specially your Businesses, rest assured you have reached the right Blog. All the calls are routed through Cloud Servers. Premium features like IVR, Call recording are easily available to everybody without investment in costly equipment. Services like IVR, Call recording, Text messaging, Call conferencing, Custom greetings, Business hours etc. are only some of the many features cloud telephony providers are offering now.

How Cloud Telephony System Works?

Cloud telephony services enable users to place calls directly from any computer or mobile device with an internet connection and free businesses from the burden of buying and storing stand-alone hardware, like PBX boxes and handsets. Basically, the entire business phone system gets migrated to Cloud communications. Cloud-based voice technology also sets the stage for adding complementary  features, such as voice and keyword analysis, call center capabilities, interactive voice response (IVR)and artificial intelligence -enabled customer support

FLOW OF CALLS:

     Customers calls on the Published Number.

1. The call is forwarded to the PRI lines on Cloud Telephony Server.

2. Servers will play the IVR.Then the Server calls Agents (or extensions), according to Call Distribution logic. 

3. Connects the Caller and the Agent. 

4. While doing all these things: 

1. Call gets recorded 

2. Telephony API communicates with your CRM (if required). 

3. After the call, you get SMS notification. 

BENEFITS:

1.You add more agents or add more branches. No problem, Cloud telephony can handle changes in scale with a breeze.

2.Instant setup and hassle-free configuration.The setup is very easy. Absolutely ZERO installation at your place.Just subscribe to the service and start enjoying the benefits

3.Agents with maximum calls and maximum call time.An employee with a cloud-based telephone number can take and make inbound and outbound calls anywhere with an internet connection, enabling more seamless mobile work.There is no limit to the kind of reporting that you can schedule as an email to yourself.The incoming calls can be distributed based on skills or round robin or based on free/busy.

4.All the calls are recorded by default.Call recording has many advantages like Quality control, Training purpose, Proof of commitment, dispute resolution.Create a grand impression of your company by greeting your incoming callers with a meaningful IVR. This also helps in better call distribution based on the option selected by the caller..

5.Office hours and after office hours can have different treatment for the calls. Eg: in office hours you route the calls to agents and after office hours you may just play an IVR and call that caller next day.