Cloud Calling 101: Convert More Calls with Advanced Cloud Telephony

Phonexa

10 minute read

Cloud-based calling is actively replacing traditional phone lines, relying on the Internet and cloud technologies to ensure uninterrupted, quality calls. Unlike more complex physical phone systems that need special equipment, cloud telephony is adaptable, expandable, and doesn’t require much effort on the client’s side.

Moving from on-site to cloud-based PBX systems saves money, guarantees security, and allows employees to accept calls from anywhere using an internet connection. Likewise, a dedicated phone system is only configured for one company.

Read on to explore how cloud-based calling can improve your over-the-phone marketing so you can generate and convert more calls.

What is Cloud Telephony, and How Does it Work?

Cloud-based calling is an internet-based call processing technology that uses Voice over Internet Protocol (VoIP) and eliminates the need for PBX hardware.

With cloud calling, Internet-connected IP phones and softphones link directly to the cloud service, and calls are directed through the provider’s network instead of the PSTN. As a result, businesses can get dependable and scalable communication services without buying and maintaining costly hardware.

Think about the Microsoft Teams Phone System. It works seamlessly with Microsoft Teams, letting users make, receive, and transfer calls from anywhere. All in one tool.

Similar to that is Cloud PBX by Phonexa, another all-in-one tool that improves business performance with a strong cloud-based phone service. Features like call forwarding, voicemail-to-email, and multi-device compatibility simplify communication, and you don’t need a typical PBX gear.

Cloud Telephony vs. Traditional Telephony

With modern cloud telephony providers, businesses may forgo the bulky physical PBX infrastructure, making the setup more efficient and flexible. Usually, businesses pay a monthly subscription fee with no upfront cost, which lets them add or delete lines without costly infrastructure improvements. 

On the other hand, traditional phone service requires PBX hardware and dedicated phone lines, which is costly and time-consuming, especially if in-house improvements are to be made. And there’s no way around it: outdated systems will make it tougher to scale.

Why You Need a Cloud Telephony System

• Lower Upfront Costs: With no PBX equipment to purchase and maintain, businesses can avoid initial expenses. Startup businesses can save about 90% of their initial costs by implementing cloud telephone systems.
• Predictable OpEx Pricing Model: Costs are typically based on a per-user, per-month model, allowing for predictable budgeting and financial planning.
• On-Demand Scalability: Easily add or remove users as needed, making it simple to scale your phone system in line with business growth.
• Access to Advanced Features: Features like Interactive Voice Response (IVR) systems and call analytics can enhance efficiency and provide valuable caller insights.

Check out Phonexa’s Call Logic and make the most of call tracking, call analytics, and IVR call routing features.

• Greater Reliability: Redundant cloud infrastructure ensures higher reliability and uptime, reducing the risk of service interruptions.
• Flexibility: VoIP systems can make and receive calls from anywhere with an internet connection, supporting remote work and enhancing mobility.
• Automatic Updates and Feature Enhancements: Regular updates and new features are automatically implemented, ensuring your system remains up-to-date without manual intervention.

What Drawbacks You May Have to Overcome

• Need for High-Quality Internet Connection: Cloud calling software relies heavily on internet connection. Among the most common call quality issues are jitter, packet loss, and latency. 
• Less Control Compared to On-Premises Systems: With a cloud telephony system, you depend on the service provider for changes and troubleshooting. This can lead to delays and less flexibility compared to an on-premises system you manage directly.
• Possible Security Concerns: According to a survey, 40% of IT and security professionals consider security a top priority in their cloud strategy and apply strict measures during development and implementation. Despite these efforts, the risk of unauthorized access and other security incidents remains a concern.

Here are some common cloud-related security incidents:

• Feature Limitations: Some cloud telephony solutions might not offer the same range of features as on-premises systems. For instance, advanced call routing options and deep integration with specific business applications can be more robust in traditional setups. This can be a limitation if your business relies on highly customized telephony features.

Choosing the Right Cloud Calling Solutions

Selecting the right cloud calling services is a big decision that can impact your business’s efficiency and growth. Here are some key points to consider:

Reliability

You need a provider you can count on. Look for guarantees of high uptime (think 99.9% or higher) and geo-redundancy, which means you can switch to another data center if the main one goes down. 

Quality of Service (QoS) is also important to ensure clear calls. For example, Zoom Phone boasts high reliability with multiple data centers worldwide, ensuring your calls are always connected.

Security

Look for compliance with standards like GDPR, HIPAA, or SOC 2 to guarantee that your data is handled securely. Many reputable providers, known for their stringent security protocols and certifications, can give you peace of mind knowing your data is safe.

Feature Set

The right features can make all the difference. Look for providers that offer IVR, call routing, analytics, and integrations with tools you already use. If you rely on a CRM like Salesforce, make sure your cloud telephony service integrates smoothly with it.

Microsoft Teams Phone System, for example,  offers a rich set of features and integrates seamlessly with the rest of the Microsoft 365 suite.

Pricing

It’s important to know exactly what you’re paying for. Look for cloud calling providers that offer clear and straightforward pricing. Some might offer bundled packages, while others provide metered (pay-as-you-go) or unmetered (all-you-can-use) plans.

Scalability

As your business grows, your communication needs will change. Choose a cloud telephony software that can easily scale up or down based on your requirements. Global coverage is also a plus if you have international operations. Flexible plans that grow with your business ensure you’re never paying for more than you need.

Ease of Use

Having user-friendly interfaces can make a world of difference. Look for admin portals and apps your team finds easy to use. Simple setup and straightforward management save time and make everything run smoother.

Customer Support

Customer support is crucial, especially during setup or when issues arise.

Surprisingly, 50% of customer support teams are only available during business hours, Monday through Friday, and only 28% of teams are available 24/7. Look for providers that offer round-the-clock support,  comprehensive deployment, and training resources. 

Integrations

Your cloud-based calling provider should integrate well with your other tools. Look for integrations with CRM systems, collaboration apps, and contact center solutions. Extensive integration capabilities allow you to streamline workflows and keep all your tools in sync.

Cloud-Based Calling Implementation Considerations

Switching to a cloud-based calling system requires careful planning. You need to ensure that your network and tools are ready for the job, setting up users and port numbers and integrating with other apps. 

Planned support and clear communication will help everyone through the change, and ongoing tracking will ensure that everything works as planned. 

Here’s a deeper dive into these key implementation considerations:

1. Assess Network Readiness

Start by checking if your network has enough bandwidth and whether your wired and wireless infrastructure can handle VoIP traffic. Make sure your internet connection is robust enough to maintain call quality. If you use Wi-Fi a lot, think about upgrading to a router that prioritizes voice traffic.

2. Evaluate Existing Equipment

If your phones and headsets are outdated, set aside some budget for upgrades. Modern IP phones and high-quality headsets can greatly improve call clarity and user experience.

3. Plan for Number Porting and Provisioning

Give yourself plenty of time for number porting, user setup, and configuring your cloud-based calling system. Number porting can take a few days, so plan to minimize disruptions to your business.

4. Integrate with Key Applications

Make sure your cloud-based calling system works well with your CRM system and other software. Integrating with a CRM, for example,  can give your team instant access to every customer detail during calls.

5. User Training

Organize thorough training sessions for your team on new features, call handling, and mobile apps. Good training ensures everyone can make the most of the new system, boosting productivity and satisfaction.

6. Monitor and Optimize

After everything is set up, monitor your call quality to catch issues early and tweak settings to keep the system running smoothly.

Integrating Cloud-Based Calling with CRM

Integrating cloud-based calling with your CRM system is a game-changer. One of the biggest benefits is consolidating all your customer information in one place. This means every interaction is logged automatically, so you don’t have to worry about missing important details.

Imagine being able to click-to-dial directly from your CRM interface—no more switching between systems. Automatic call logging effortlessly captures every detail, and the screen instantly displays customer information when a call comes in. These features make your team’s job much easier and more efficient.

There are several ways of integrating cloud-based calling with CRM. You can use pre-built integrations for a ready-to-use solution, APIs for customizable needs, or middleware to connect different systems seamlessly. Each method has its own advantages, so you can choose what works best for your business.

Convert More Business Calls with Phonexa’s Cloud PBX

Phonexa’s dedicated cloud PBX system makes you the boss of your calls, enabling cheap inbound and outbound calls and real-time data transfers. This means your sales or customer service representatives will have all the essential information about the caller even before the call starts.

No less importantly, your cloud call center will always be there for users, no matter what. Whether a user calls from a mobile phone, tablet, or PC, the system will pave the optimal conversion path based on historical and real-time data.

Last but not least, cloud PBX supports call scoring so you can keep agent productivity high and integrates with other seven Phonexa’s performance marketing products, all starting at only $100 a month.

Here’s your full performance marketing bundle (price calculator):

Take a product tour to learn more about Phonexa, or build your plan now.

Frequently Asked Questions

What is a cloud call system, and how does it work?

A cloud call system, also known as cloud-based telephony, uses the internet to handle voice calls instead of traditional phone lines. It operates using VoIP, allowing calls to be made and received via internet-connected devices like IP phones, computers, and mobile devices. This system eliminates the need for physical PBX hardware, providing scalability, flexibility, and cost savings.

What are the main benefits of switching to a VoIP cloud service?

Switching to a VoIP cloud service eliminates the need for expensive hardware and maintenance, grants almost unlimited scalability, and allows employees to work from anywhere with an internet connection. 

Are there any challenges associated with implementing a cloud-based calling system?

Emergency call limitations can be an issue, as VoIP services might struggle to provide precise location information during emergency calls. Faxing can also be problematic, as traditional fax machines are designed for analog lines, not digital VoIP signals, which might lead to transmission failures.

How can I ensure the security of my VoIP cloud system?

To secure your VoIP cloud system, implement strong encryption protocols. Ensure your provider complies with GDPR, HIPAA, or SOC 2 to guarantee data is handled securely.

Can a cloud call system integrate with other business applications?

Yes, it can seamlessly integrate with CRM systems like Salesforce, Microsoft Dynamics, or Zendesk and tools like Microsoft Teams or Slack. Integrated call analytics can provide valuable insights into call performance and customer behavior.