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What is Cloud Telephony? How cloud telephony works?

October 11, 2020

After the appearance of the telephone, there have been drastic changes in the telecommunication sector, leading to better and better communication processes as days pass by; communication is a key factor for any business or organization, be it Inter-departmental communication or communicating with the customer. It connects people irrespective of distance. No matter whats the size of your company is, or what it does, voice communication is a crucial element of success. With voice communication, you get a secure mode to communicate with customers, contact prospective clients, and operate your business. Businesses have different communication options now, such as email, texting, and social media. A phone call offers a personal touch with the client creating a connection with the caller and the callee. Voice communication also provides validation to the client that he is essential for the organization. Cloud telephony can help businesses to incorporate these voice communication benefits effectively.

What is Cloud Telephony?

Cloud telephony in India offers PSTN based Cloud Telephony solutions. To understand how cloud telephony works, you have first to know how does PSTN operate. PSTN uses a circuit-switched telephone network that carries voice calls made over landline or cell phone. In the past, PSTN was only a fixed-line analogue telephone system network. This analogue system is also known as Plain Old Telephone Service (POTS).

How PSTN works?

The PSTN works based on circuit switching. When the phone call is made, the phone call is routed through the different numbers of switches based on the requirement operating on a local, regional, national, or international level.

When a call is in process, the voice travels as an analogue signal through a copper wire, and the operator operates the switchboard to connect every call. Each all needs a separate copper wire connection to work. With the advent of technology, digitization of voice calls and automation of manual switching has favoured telecommunication. Digital voice signals can accommodate many phone calls in the same wire. Nowadays, PSTN includes landlines and mobile phones as well.

When someone dials a number, then circuit-switched PSTN opens up a continuous connection between two phones. PSTN still has a copper wired connection and includes fibre optic cables, communication satellites, cellular networks, and undersea cables. All the equipment are inter-connected by switching centres which subsequently allows you to communicate with another. As the number is dialled, the call connects directly to the Local Exchange. The local exchange network is pushed to cellular providers, interexchange carriers, internet service providers, or international carriers.

This background about PSTN now lets us know about Cloud Telephony.

Cloud refer to a server located in the data centre that is accessible over the internet. Cloud enables the user to access any application/software or file from almost any device since storage and computing take place at the data centre instead of the user device. In the same way, cloud telephony enables you to move your regular phone communication to the cloud.

Cloud telephony provided on a hosted platform is employable for massive organizations to small shops. This cloud-based software/application finds its deployment via a web browser with no infrastructure or hardware requirement, enabling the buyers to outsource most of the IT responsibilities. This system offers a subscription-based model, and clients have to subscribe to the service. Cloud telephony service providers in India allow you to pay according to your usage.

Now with cloud telephony service, when a call is in process, it connects with the application server, processes the call through the PSTN network, and finally connects with the customer.

Cloud telephony gives you the freedom to automate and control all of your inbound and outbound calls over the phone without managing complex telephony infrastructure and ease customer interactions.

Cloud telephony service automatically controls and optimizes the number of inbound calls, the number of outbound calls, and the number of spam calls. It enables you to monitor, control, and report all call details. Thereby providing transparency for both the provider and consumer of the utilized service. Offers flexible port options wherein you can handle any number of calls at once.

Why Cloud Telephony? What are the benefits of Cloud Telephony solutions?

1. Offers fully-Integrated Communications System

All the business call details will get automatically integrated within one dashboard, wherein you will get all the details of inbound, outbound, and missed calls. In this way, all clients’ details, business processes, and workflow goes smoothly and aids in increasing efficiency.

Since the cloud telephony services host themselves on the cloud, it doesn’t let you buy any expensive physical hardware and saves you additional maintenance and upgrade expenses. Therefore, it is one of the main benefits of this system as it is cost savings compared to traditional services.

2. Cloud-based phone systems save money.

Cloud telephony is a cloud-based virtual system that doesn’t require any maintenance from your end or needs any expensive hardware upgrades. There is no hardware installation at your place. It’s the responsibility of the service provider to manage the software required to run on your devices and offer monitoring, support, updates, or security for the same.

3. No maintenance or hardware upgrades

Traditional phone systems have limited usage. When the business develops, so does the need for additional phone lines arises. With a cloud telephony system, you can add and remove as many extensions as you need. Thereby allowing you to accommodate a high volume of calls.

4. Scalability

With Cloud services in place, users can use this platform in any part of the world with more access to the internet. This assures you will never miss a call no matter your location or device with features such as call transfer, extension dialling, auto-dialling, conference calls, etc.

5. Mobility

Cloud telephony software technology has excellent and evolved drastically into a highly reliable source of business voice communications. Cloud solutions it is not susceptible to human error to power failures, fires, or natural disasters.

6. Reliability

Cloud telephony offers features such as call recording, auto dialler, toll-free number, Call log reports, integration with CRM, auto-attendant or digital receptionist, call transfer, IVRS, Reports & Analytics, missed call service, Click to Call, etc. These enhanced features allow your business to progress and deliver better and faster output than those using traditional systems. Cloud telephony offers flexibility, control, and lower total cost of operation.



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