What Is Cloud Telephony, And How Does Cloud Telephony Work?

Apr 12, 2022


Businesses are revolutionizing with technological advances, such as the cloud in the communication sector. Cloud telephony technology has replaced wired and hardware-based communication with internet-based communication in and outside the organization. Cloud telephony solutions and service providers now handle the setup, up-gradation, and maintenance of the telephony infrastructure on the cloud and provide an interface to businesses to connect them with their customers. The article discusses cloud telephony technology in detail and how it works. It also provides how Knowlarity cloud telephony products offer unique experiences and benefits.

What Is Cloud Telephony?

Cloud telephony is also known as cloud calling or cloud communication. It is a type of unified communications as a service (UCaaS), bringing various communication systems and collaboration tools together, offering voice communication services through a third-party host, a cloud telephony service provider. It is a web or application-based communication platform providing remote access via the internet. It replaces conventional, expensive, and time-consuming on-premise telephone systems with advanced, cost-effective, and quick remote telephone systems that can be accessed from any computer or mobile device having an internet connection. It is also known as a VoIP-based hosted Private Branch Exchange (PBX) solution that moves business phone service to the cloud.

Cloud telephony products streamline business communications and grow with the business. The expansion of business to new offices, hiring remote workers, or expanding internal teams, cloud telephony makes it cost-effective and effortless. Moreover, cloud telephony solutions provide the following benefits to the business:

  • Reduced cost of ownership
  • Reliability
  • High Uptime
  • Scalability
  • Advanced and updated systems

How Does Cloud Telephony Work?

Cloud telephony products work similarly to the traditional phone system, except the traditional phone system is located on the business premise, and cloud telephony is installed over the service provider’s premise, remote to the business campus, accessible through the cloud network.

The functioning of the cloud telephony solution is given in the steps below:

  • When a customer dials the call, it is redirected to the hosted PBX on the cloud.
  • The service provider routing converts the analog voice signals into data packets and transmits them over the internet connection.
  • The data is transferred through a Primary Rate Interface (PRI) line connected to the telephony server with a PRI card. PRI includes a telecommunication card on ISDN to carry data, voice, video, and other network services between the user and the network.
  • The routing structure of each call is decided based on the hosted PBX dataset of numbers and related information. All office phone extensions are connected to hosted PBX, which helps the PBX decide the best suitable agent through set priorities in the system. Once determined, hosted PBX connects the customer and the agent over the phone line.

Cloud Telephony

Voice Cloud Communication Products and Their Benefits:

  • Cloud Contact Center: Agent’s performance insights, omnipresent, easy to set up and activate, enhanced caller experience, minimal investment with no CAPEX, enhanced workforce productivity.

  • Virtual Number: High conversion rate, number masking, identification of quality leads, Real-time data insights, Optimized operational efficiency.

  • IVR Solution: Generation of more leads, enhanced brand image, large call volumes management, personalized experience.

  • Number Masking: Safeguarding customer privacy, call tracking and monitoring, real-time data insights

  • Lead Management: Easy CRM integration, no upfront investment, activate calling campaigns within minutes, 24*7 support, mobile app access, flexible pricing.

  • Missed Call: Increased lead generation, expanded market reach, outbound calling campaigns, enhanced interactivity for campaigns, missed call services for opt-ins.

  • Toll-free Number: Increased lead conversion, brand recall value building, boosted customer satisfaction, 24*7 availability, business generation in new markets, tracking marketing campaigns.

  • Automated Outbound Calling: Cost-effectiveness, optimized target audience, compliance with TRAI, improved Return on Investment (ROI).

  • Google Verified Calling: Increased call answer rates, trust building, protection of customers from fraud.

  • Click to Call: Call tracking and monitoring, easy set-up and activation, enhanced caller experience.

  • Softphone with WebRTC & MPLS: Secured connectivity, no infrastructure dependency, expanded scalability, cost-effectiveness, enhanced workforce productivity.

  • Truecaller: Safe and efficient communication, business analytics insights, establish brand trust and identity.

  • Auto Dialer: Boosted agent’s productivity, campaign management, enhanced ROI and sales, efficient lead generation, elimination of manual dialing, reduced repetition of calls.

Knowlarity has been a leading service provider of cloud communication solutions for more than a decade. Visit their website or connect with their customer support through a toll-free number or email.

Written By:  Aakanksha


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