What is Cloud-Based Calling? How it Works, and Why You Should Consider using it

What is cloud-based calling?

Cloud based calling, also referred to as cloud telephony, is a type of communication service that uses an internet connection instead of traditional landline infrastructure. It is part of the Unified Communications as a Service (UCaaS) family and is an attractive option for organizations as it offers numerous benefits including improved agility, scalability, reduced capital and operating expenditures, carrier-class security, geo-redundant deployments, faster upgrade cycles, faster access to new features, easy self-service, reduced maintenance costs, and the ability to integrate with major cloud apps. Cloud calling can help businesses accelerate their digital transformation efforts by freeing IT from managing on-prem infrastructure and focusing on more strategic initiatives. Cloud based call centers are systems that allow customers to communicate with business representatives using a cloud-based platform. This can include features such as collaboration tools, data insights, text or instant messaging, integrated contact centers, and web conferencing. Cloud-based call centers provide a cost-effective and efficient way for businesses to handle customer interactions.

How does cloud-based calling work?

Cloud-based calling works by utilizing a third-party provider’s hosting platform to store sensitive data and software. This allows users to make phone calls or access voice-based communications via an internet connection.

Step 1: Choose a cloud-based calling provider. Popular cloud calling providers include Ringover, and various Unified Communications as a Service (UCaaS) offerings.

Step 2: Utilize the provider’s services. Depending on the provider, services may include collaboration tools, data insights, text or instant messaging, integrated contact centers, and web conferencing.

Step 3: Prepare your devices. You’ll need to connect your phones to your existing network. You can also use a softphone, an app installed on your computer, tablet, or smartphone.

Step 4: Access the online dashboard. Cloud telephony runs in the cloud, so you can manage your business phone system through an online dashboard. This will allow you to control phone numbers, call forwarding, add new users, and more.

Step 5: Start making calls. When you dial the phone number you want to call, your service provider will handle the routing and convert analog voice signals into data packets. These packets will then be transmitted over your internet connection to connect you to the person you’re calling.

Benefits of using cloud-based calling services

1. Easy Call Setup and Configuration

Comparing cloud-based calling services to traditional landlines, it’s clear that cloud-based solutions offer several advantages. They’re easier to setup and configure, with minimal maintenance required, and are compatible with any device. This makes them far more convenient and cost-efficient than landlines, which require regular maintenance and expensive hardware updates.

Take Aircall as an example. The setup and configuration of Aircall is a dream — it’s incredibly easy to create new numbers, set up IVRs, change people around to different teams, and implement powerful cloud calling features like merging, call waiting, holding, forwarding, do not disturb, visual voicemail, and more. You can also move your call from one device to another, or turn it into a video meeting — all with a few simple clicks. Plus, Aircall offers built-in security features, 99.99% committed availability, and a wide range of features such as call blocking, parallel calls, business hour settings, queue callback, and more.

All in all, cloud-based calling services are an extremely efficient and cost-effective way to keep your business connected. They offer powerful features, easy setup, and secure, manageable call control, allowing you to leverage your existing IT investments and provide more satisfying customer journeys.

2. Access to Advanced Calling Features

Cloud-based calling services offer advanced calling features that allow businesses to be more efficient and customer-centric. These features include: Auto-attendant, Call forwarding, Advanced Interactive Voice Response (IVR), Video conferencing and screen sharing, Toll-free numbers, Local numbers, Call recording, Call merging, Call waiting, Holding, Do Not Disturb, Visual Voicemail, Call routing, Customizable ring groups and call queues, Warm transferring, Call blocking, Parallel calls, Business hour settings for each number, Queue callback, and setting up complex features with ease.

3. Increased Productivity Through Team Collaboration

Using a cloud-based calling service can help increase productivity through team collaboration by providing advanced call handling features, video conferencing, instant messaging, file sharing and intuitive ‘off the shelf’ or custom-built integrations. These features allow teams to work together more effectively, streamlining processes and eliminating the need to switch between a patchwork of platforms. Cloud calling services also give employees more information at their fingertips, helping them save time searching for data and allowing for high-quality real-time communication. Finally, cloud calling monitoring tools help identify weaknesses in organizational workflow, allowing teams to boost productivity and increase customer satisfaction.

4. Cost Savings Compared to Traditional PBX Systems

Using a cloud-based calling service can help save money in a variety of ways. Compared to traditional PBX systems, cloud telephony removes the need for physical equipment, limiting setup costs and effort. Your employees can communicate with each other and your customers using any internet-connected device, with no need to purchase VoIP phones. Additionally, you don’t have to worry about unexpected maintenance costs or bills, as you would with a traditional PBX system. Finally, a cloud-based phone system is more cost-effective, as you only have to pay for your internet connection rather than for call minutes or phone service. Furthermore, cloud-based systems include features such as voicemail and auto attendant for one monthly cost, which can be significantly lower than a traditional system. All these benefits make a cloud-based phone system an ideal choice for businesses looking to save money and scale up easily.

5. Scalability to Meet Business Needs

Cloud-based calling services offer scalability to provide businesses with the flexibility to meet their changing needs. Scalability allows businesses to increase or decrease the number of phone numbers, agents, or features as needed, without having to invest in expensive hardware or software. This type of scalability also allows businesses to access phone numbers from any device with an internet connection, and to add local numbers in regions outside their current location. Furthermore, cloud-based contact center software helps businesses to respond to customers all over the world, in different languages, and to quickly scale their workforce teams to meet customer demand. In summary, scalability helps businesses with cloud-based calling services to maximize their resources and optimize their operations to better meet their business needs.

6. Increased Reliability and Security

Using a cloud-based calling service can significantly increase reliability and security for businesses. The leading providers, such as RingCentral, offer a 99.999% uptime SLA, so businesses have improved continuity of service and fewer chances of missing calls. Additionally, cloud telephony solutions are built to protect customer data, calls, and other sensitive information with encryption and compliance to the global standard for security threat responses, ISO/IEC 20071. Not only does this provide an extra layer of security, businesses can also restrict user access to certain amounts of data. All of these features help to ensure that customer data is kept safe from cybercrime. Furthermore, cloud calling solutions enable more effective communication between teams and clients, provide employees with access to more information at their fingertips, and help boost productivity through monitoring and streamlining processes. All of these features combine to create a safe, reliable calling service that is ideal for businesses.

7. User-Friendly Interface

The user-friendly interface of cloud-based calling services can help businesses to make customer experience a competitive advantage. These services provide powerful AI capabilities and fast and seamless integration, allowing businesses to anticipate customer issues and create an efficient and productive call experience. Additionally, cloud-based phone systems enable more effective communication between teams and clients, as employees are able to securely access all of the tools they need, like voice, chat, file sharing, and CRM integration, from any permitted location. This helps businesses to streamline processes, automate tasks, and save both time and resources, leading to increased productivity.

8. Improved Voice and Video Quality

Using a cloud-based calling service can significantly improve voice and video quality by providing access to a powerful set of features. These features include HD voice and video, merging, call waiting, holding, forwarding, do not disturb, visual voicemail, intelligent call routing, and call recording. Additionally, cloud-based services provide businesses with reliable and secure communications, including 99.99% committed availability. This allows employees to connect with their teams through messaging and video calls with up to 200 participants and to monitor performance with call recordings. With improved call quality, businesses can ensure that important information is not missed during phone or video calls.

9. Increased Productivity Through Automated Processes

Using a cloud-based calling service helps increase productivity by streamlining processes, automating tasks, and providing access to powerful analytics and AI capabilities. Features like auto-replies, auto-logging, dynamic caller ID, and speech analytics help remove noise and focus attention on actionable intelligence. Additionally, cloud calling provides access to powerful analytics, AI capabilities, and self-service tools, allowing customers to quickly self-resolve simple issues. This helps improve the efficacy of business messaging by allowing for high-quality real-time communication and encourages better productivity in the workplace with advanced call handling features, video conferencing, instant messaging, and file sharing.

10. Access to Leading Software Integrations and Services

What software integrations and services do cloud-based calling services offer? [Expanded list]: Cloud-based calling services provide integrations with a range of software solutions and services, such as customer relationship management (CRM) software, helpdesk solutions, contact center solutions, hosted collaboration-as-a-service solution with business-class voice and video, instant messaging, and presence. Additionally, integrations allow for seamless data exchange between the cloud system and other apps used for business, such as a CSM platform or a company-wide scheduling tool. These integrations provide automated processes and allow for real-time data from different applications to be accessed through the cloud calling platform. Moreover, cloud calling also provides integrations with popular apps such as Twitter, Slack, Aircall, Appspace, Box, Salesforce, Google, Microsoft, Vbrick, ADP, and ACTextBot.

How to choose the right cloud-based calling service for your business needs?

Step 1: Understand your business needs

Understanding your business needs is essential to choosing the right cloud-based calling service for your needs. By assessing the essential requirements of your team, such as basic calling functionality, integrations with existing tools, and global customer base, you can better assess the features and capabilities that your cloud-based system needs to offer to meet these goals. Additionally, understanding the workflow of your employees and the types of calls that are made and received can help you determine the type of integrations needed to make your cloud telephony system more efficient. Finally, examining customer service options from prospective providers can help ensure a smooth transition and reliable support for the long term.

Step 2: Compare cloud phone system providers

When deciding which cloud phone system provider is right for your business needs, there are several factors to compare and contrast. Price is a key factor to consider, as well as the associated features each tier offers. Call quality is also important to compare, as dropped calls or static on the line could mean lost business. Integration of the phone system with your other business operations is also a key factor for keeping teams aware and simplifying overall processes. Finally, look for a system that can grow with you and accommodate new lines and features as needed.

When you’re comparing cloud phone system providers, it’s a good idea to list the features your business will use weekly to narrow your search by price. Take inventory of staff to determine who needs access to advanced calling features and which could work efficiently with an entry-level or basic cloud-based phone system. Additionally, take advantage of free trials and demos offered by most providers to get a feel for the system and its features before making a purchase decision. Finally, make sure to check customer reviews to ensure you’re getting a quality system. With careful and thoughtful consideration of these factors, you can be sure to find the best cloud phone system for your business needs.

Step 3: Check for eligibility requirements

When considering a cloud-based calling service, there are several eligibility requirements that must be met in order to ensure the best service for your business. To start, you should look for a cloud telephony provider that meets industry standards, such as HIPAA compliance, ISO/IEC 20071, and PCI compliance. Additionally, it is important to make sure the provider has data encryption capabilities, such as TLS and SRTP, to ensure secure calls. It is also important to understand any lock-in clauses and details before committing to the supplier in case you ever need to part ways.

When evaluating your options, it is important to consider pricing transparency, such as the number of users you will have on the plan, payment plans and discounts, if available, and any required equipment for the service to work properly. Additionally, you should check for any mandatory taxes, surcharges, and other fees.

Finally, it is important to research the reputation of the potential partner and their customer service options. Check for customer reviews, case studies and testimonials to ensure you have chosen a reputable supplier. Additionally, you can test the customer support by taking on a free trial or reaching out as a prospect.

Step 4: Review user interface and feature sets

When it comes to evaluating a cloud-based calling service, it’s important to consider the user interface and the feature sets. User interfaces should be intuitive, easy to navigate and make it easy to manage settings, contacts and other features. Feature sets should be comprehensive, covering all the basics such as inbound and outbound call handling, call routing, call recording, call monitoring and live call reporting, as well as more advanced features such as IVR menus, skills-based routing, integration with other third-party software, and more. It’s also important to look for transparency in pricing, with plans that outline exactly what is included in the rate and what you may need to pay extra for. Additionally, consider the customer service provided by the provider and make sure they are available to help when you need them. Finally, read reviews from existing customers to get a better idea of the provider’s capabilities.

Step 5: Look at cost efficiency and robustness of the service

Step 1: Review the SLA (Service Level Agreement) of the provider. Look for an SLA that is clearly outlined, unambiguous, and tangible. Make sure it outlines service level objectives, caveats, exclusions, and remediation policies and penalties related to the objectives.

Step 2: Research the reputation of the potential partner. Look for unbiased customer reviews, case studies and testimonials to ensure you have chosen a reputable supplier. You should also check the financial health of the provider.

Step 3: Review the pricing of the service. Make sure that it is transparent and outlines everything that is included in the rates, and anything you will need to pay extra for. Check the number of users that will be included in the plan, the payment plan (monthly or annual), any required equipment for the service to work properly, and the cost for inbound and outbound calls (local and toll-free numbers).

Step 4: Ensure that the provider values security. Check that they offer call encryption, allowing you to use transport layer security (TLS) and secure real-time transport protocol (SRTP) for enterprise-grade security. Do some research to check how any data will be stored, and check any specific compliance needs following your business needs.

Step 5: Check the uptime and reliability of the provider. Make sure they provide redundant service with redundant data centers. Check their status page, and look for any 24/7 network monitoring to ensure that any issues can be flagged and solved before they affect your business.

Step 6: Consider scalability and flexibility of the phone system

When choosing a cloud-based calling service for your business needs, scalability and flexibility are essential factors to consider. Scalability refers to the ability to add or remove phone lines according to your needs, while flexibility refers to the ability of the system to accommodate changes to business operations. It’s important to look for a system that offers both scalability and flexibility, as this will make it easier to grow or adapt your phone system as your business changes. Additionally, look for a system that offers features such as integration with other applications, such as a CRM and Slack, as well as customer support, third-party integrations, and value for money. This will ensure you get the most out of your phone system and ensure that it meets your needs now and in the future.

Step 7: Read customer reviews and ratings for the servic

Reading customer reviews and ratings can help you choose the right cloud-based calling service for your business needs by providing you with an unbiased look at a potential partner’s reputation. It can give you valuable insight into a provider’s customer service options, how their customer support reps interact with customers, and the features and pricing of the service. Additionally, customer reviews can help you verify a provider meets industry standards for security and compliance. Ultimately, researching customer reviews and ratings can give you the confidence to choose a cloud-based calling service that meets your business needs now, and for the long-term.

Step 8: Evaluate the MMS support, interactive voice response (IVR) features, autodialing capabilities and other relevant factors

When evaluating the support for multimedia messages, interactive voice response features, and autodialing capabilities of cloud-based calling services, several factors should be taken into account. First, pricing is important to consider, as companies with lower-priced subscriptions often fare better. Additionally, the general features of the service should be considered, such as whether there is unlimited domestic calling and texting, and whether automated attendants are part of the baseline plan. It is also important to look at the advanced features, such as international calling, team messaging, and call recording. Finally, reviews from the Better Business Bureau (BBB), Trustpilot, and VoIP Review should be taken into account, as companies that score higher than an average 3.5 star rating with these sources will generally provide better services. Moreover, advanced features such as auto-attendant, call forwarding, IVR, and video conferencing can be very beneficial when it comes to providing better customer care and more efficient team collaboration. Ultimately, with the right cloud-based calling service, businesses can improve their communication system and provide better customer service.

Step 9: Consider integrations across other platforms Such as email, chat or file sharing services

Integrations across other platforms can be a crucial factor when selecting the right cloud-based calling service for your business needs. By integrating your cloud-based calling service with existing CRM, helpdesk, and other essential software solutions, you can ensure that all the right information is tied together in the cloud. This eliminates the need to do tedious data entry tasks, freeing up time and resources to focus on more important responsibilities. In addition, integrations allow employees to access vital functions, like video conferencing, instant messaging, file sharing, and whiteboarding right from their web browsers. This can help make teams truly location-independent, saving time and money. Ultimately, integrations across other platforms can help businesses make the most of their cloud-based calling service and maximize employee productivity.

Step 10: Test the solution prior to use

If you’re looking to move to a cloud-based calling solution, there are several steps you can take to test it prior to use. First, it’s important to assess the essential requirements of your team. Establish which capabilities are non-negotiable, starting with the very basics before delving into the more advanced features of unified communications. Make sure the cloud telephony provider meets industry standards, such as HIPAA compliance, ISO/IEC 20071, PCI compliance and SOC 2 compliance. Furthermore, check if they ensure call encryption by using Transport Layer Security (TLS) and Secure Real-time Transport Protocol (SRTP).

Next, evaluate the customer service team of your provider in order to ensure they can help you when you need them. Look into their support options and ask yourself if they are available on live chat, if you can call them or if you need to wait for 24 hours or more until you get an email reply. Additionally, test the answers you get to your questions and see if they take into account your specific situation, or if they are generic.

Finally, take on a free trial to test the cloud-based calling solution. During the trial, you can monitor individual and team metrics in real-time to start making measurable improvements and create new numbers, teams and workflows on the fly whenever new business requirements arise. This will give you a solid idea of how the provider can help you grow and improve your entire communication system for many months and years to come.

FAQ

Are there any reliability or uptime concerns with cloud-based calling?

Yes, there are reliability and uptime concerns to consider when selecting a cloud-based calling solution. Reputable cloud telephony providers offer 99.999% uptime and built-in redundancy so you can keep working without disruption. This ensures that calls stay online and you have a reliable backup. The best cloud phone systems have excellent uptime histories, are easy to use, integrate with popular apps, and offer great customer support. Most importantly, they offer value for money so that you don’t have to overspend on a system.

What is the cost of using cloud-based calling?

The cost of using cloud-based calling depends on the plan you choose, the system’s features, and the provider. Generally, entry-level cloud phone systems are priced below $20 per user per month, mid-tier plans with the majority of advanced features cost between $30 to $50 per user per month, and larger businesses may be able to negotiate a better enterprise rate. Additionally, you can save up to 65% of your traditional phone bill by switching to cloud telephony services. Features vary by provider, but typically include IVR, SMS messaging, call routing, scalability, and integration with existing business communications systems for increased productivity.

How does cloud-based calling compare to traditional telephone systems?

Cloud-based calling offers a number of advantages over traditional telephone systems. To begin with, cloud calling allows users to store sensitive data in the cloud with minimal maintenance, while traditional phone systems require routine maintenance and costly hardware updates that can quickly become obsolete. Additionally, cloud-based calling uses voice communication routed through a third-party-hosted internet system, while traditional phone systems connect phone systems to the public network via Integrated Services Digital Network (ISDN) or Public Switched Telephone Network (PSTN).

Cloud-based calling is also more cost-efficient, as organizations can reduce their infrastructure overhead costs by offloading hosting and management responsibilities to a cloud communications provider. It also offers more flexibility and resilience than traditional phone systems, as employees with a cloud-based telephone number can take and make calls anywhere with an internet connection, and cloud telephony services tend to offer more reliable business continuity (BC) with built-in failover modes. Furthermore, cloud calling is more scalable and streamlined, as organizations can add or change employee telephone numbers on demand, and don’t have to bear the burden of implementing, maintaining, troubleshooting and updating on-site systems.

However, cloud-based calling cannot meet certain stringent compliance regulations, so organizations dealing with highly sensitive data may opt for on-premises or hosted telephony. Additionally, organizations cannot customize cloud calling offerings to the same extent as on-premises systems.

How do you know if your business needs a cloud-based phone system?

Choosing a cloud-based phone system for your business can be a difficult decision. There are many factors to consider before making a switch, so it’s important to weigh all the pros and cons of cloud telephony before committing to a provider. When deciding if a cloud phone system is right for your business, the first step should be to assess your business needs. 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? Knowing the answers to these questions can help you decide which features and integrations you need from your cloud telephony system.

Next, you should consider how a new cloud phone system will fit into your existing routine and workflow. You should ask yourself if you need the system to integrate with your project management software or CRM. It’s also important to factor in the costs of the system, including optional features and integrations, and how easy the system will be to maintain and configure.

Finally, it’s important to consider the equipment, costs, reliability and data management when evaluating a cloud-based phone system. If you have existing traditional phone system equipment you don’t want to waste, make sure it’s compatible with modern cloud systems. You should also think about the costs associated with the system, as well as its reliability and data management. If you have spotty or unreliable internet service, then a cloud-based system may not be right for you.

In conclusion, a cloud-based phone system can be a great solution for businesses that need to fulfill specific needs. However, it’s important to consider all the factors before making a decision, as cloud phone systems may not be right for every business.