Best Cloud Telephony and IVRS Software

Cloud telephony or Cloud-based phone systems are a great way to reduce costs, streamline your communication processes, and improve efficiency. Cloud telephony allows businesses to integrate their voice, video conferencing, and messaging systems into one easy-to-use interface. It also integrates with other software applications such as CRM tools, ERP solutions, and more.

Here is the complete buying guide to help you find the right cloud telephony & IVR system for your business.

The term "cloud telephony" refers to delivering calls over a data network rather than through traditional analog lines.

Cloud telephony systems are an advanced form of Voice over IP (VoIP) technology that allows business owners to manage their business communications over the internet. Cloud telephony refers explicitly to the services offered in the IVR system, like voice services. It replaces the business telephone equipment (like PBX, which is outdated now) with third-party VoIP services that are in vogue.

With cloud telephony, you no longer have to worry about telephone bills or installation costs.  Instead, all this is taken care of by the service provider at affordable pricing, keeping aside all worries related to managing employee phone calls, missed calls on business phones, etc.

Cloud telephony is implemented using a Voice over Internet Protocol (VoIP) service provider. Calls are routed through the remote servers at the VoIP provider’s data centre and not in the office premises. All telephony functions, including SIP (Session Initiation Protocol) Trunking and PRI (Primary Rate Interface) lines, along with routing/switching capabilities, are handled on cloud computing systems.

By outsourcing its cloud-based phone system, the business is saving on installation and maintenance costs. Employees can access virtual numbers through their personal mobiles or computers instead of a dedicated landline.

If a customer calls, the call can be routed according to your predetermined system. Depending on their needs, the callers may get routed directly to an employee’s phone or voice mailbox.

Be it small- and medium-sized enterprises (SMEs) to government agencies, hospitals, schools, and universities, cloud telephony services are used almost everywhere. The only business category that doesn't typically use cloud telephony are individual entrepreneurs with no employees. Even then, an entrepreneur usually knows to provide IVR functionality over their phone system to receive incoming calls when they're away from their location or otherwise unavailable.

Cloud telephony benefits are many and varied. However, the most important is that it allows businesses to focus on their core competencies without having to worry about the technical details of their phone system's infrastructure. Companies can save time and money while  improving productivity by outsourcing these concerns.

Cloud telephony systems are easy to use and administer. They offer a variety of features that make it simple for businesses to stay connected with customers, take calls from clients and manage their calls. These benefits include:

1. Integrated Communications System in Place

If your organisation is looking to simplify its day-to-day operations, a cloud telephony system is the way to go. With an integrated communications platform in place, extensive mobility and flexibility comes handy for better control over communications. This also means that you can easily scale up or down with the business needs. Various options are available for customization based on the features your company requires from its telephony system.

Some benefits are: 

• Efficient onboarding process for new users; 
• Scalability of operations; 
• Better control over call routing and call flows, etc.

2. Extensive Mobility and Flexibility

Cloud telephony is a flexible and scalable solution that allows businesses to adapt to changing demands. You can quickly add or remove resources as and when needed while decreasing costs.

Cloud telephony is also a cost-effective solution, for it allows you to share infrastructure, leading to reducing the number of expensive hardware and software systems needed.

Cloud telephony is reliable because it’s hosted in a central location, so you don’t need multiple servers running at different locations around the world. This improves response time as there are fewer devices that connect the customers. Also, cloud telephony requires little maintenance due to its high uptime levels and scalable architecture.

Moreover, cloud telephony offers greater security than conventional PBX systems. These systems isolate conversations between users within private data centres under 24/7 surveillance by engineers who watch for signs of intrusion or compromise (e.g., unauthorised access attempts). 

3. Better Control Over Communications

Cloud telephony allows you to control communications from anywhere. So, you can access your system anywhere. This is especially useful for small- or medium-sized businesses that don’t have a dedicated IT department, as it allows them to monitor and manage their communications remotely.

You can fully control your business phone system and manage it from anywhere using cloud telephony software. The servers are hosted in the cloud and you can connect to them through a web browser or smartphone app. 

You don’t need to worry about physically installing or maintaining hardware at your end; all you need is an internet connection. This also makes it easier for remote employees to access their voicemail messages (and other features) anywhere they go.

Cloud-based systems are more secure than traditional on-premise systems as there are fewer chances of hacking into the system and compromising sensitive information like  customer data or employee personal details. 

The encryption algorithms ensure that only authorised users access sensitive information stored in these systems without having full access to those files themselves. This prevents unauthorised access even if someone tries hacking into them through brute force methods like password guessing techniques or file fingerprinting techniques.

4. Scalability and Customizability

Volatile businesses call for a flexible solution with easy scalability and customisation to fit the changing needs. A cloud-based telephony system provides just such benefits: 

(1) scales easily, in that users experience no delays or lag between adding new employees;

(2) is highly customizable, as you can change its features at any time without paying additional fees.

You can use the solutions to add more users and communicate with an extensive customer base. And if you need a custom feature, it is available as well.

Scalability and customizability are essential. You should look for a system that can scale as per the business needs change. Moreover, the systems should be customizable for adding new features whenever needed. You should be able to add new users to the system and unique sites as they come online without replacing the entire system. 

5. Cost Savings

One biggest reason for using cloud telephony is cost savings. A traditional business phone system can cost tens of thousands of dollars to install, requiring ongoing maintenance and support services. This means you’ll be spending money on equipment, software upgrades and repairs throughout your contract with the vendor providing those services in the first place.

With cloud telephony, there’s no need for an expensive physical phone system. All you need is access to an internet connection and a computer with a compatible operating system (Windows or Mac OS X). Since no devices on-site require maintenance or repair, there’s far less likelihood of downtime caused by power surges or hardware failure issues at your office location.

6. Access to Rich Business Features

A cloud telephony system offers business-friendly features like real-time analytics, call schedulers, and post-call surveys. The solution includes IVR, missed call services, and voicemail drops—plus bulk SMS automation for sending out mass messages. 

These features can automate your business processes, simplifying work that would usually require human intervention.

7. Efficiency in Sales and Support Processes

Telephone calls can be made to any number of users in your organisation with a single phone number or extension. You don’t have to buy multiple numbers or dedicated phones for each department. All calls are routed through a single line, saving the money on long-distance and equipment maintenance costs (like new batteries and repairs).

Cloud telephony systems also help improve the efficiency of customer support processes by enabling you to handle customer inquiries from anywhere and at any time through voice messages sent over email or text message services.

The auto-dialer feature of cloud telephony solutions allows sales and support agents to make calls, send messages and leave voicemails automatically. This reduces the time spent on manual work by employees while increasing their efficiency by a substantial amount—everything without affecting productivity!

8. Dependable Security

Cloud telephony is one protected technology that will ensure the conversations are safe. It is specific because all the data is hosted in the cloud. When using a traditional telephone, you have to worry about someone hacking into your system. However, cloud telephony already does all of this for you. 

For example, if someone were to hack into an office phone number hosted on your server, they would have access to everything. This could lead to severe problems for any business owner with phone systems or office phone equipment.

Cloud telephony is one of the most secure forms of communication available today. It is extremely convenient as you can access your phone numbers worldwide. You do not need to worry about the location or if there is a good connection, as it will work no matter what.

The cloud-based system is also straightforward, making it ideal for businesses that haven’t yet switched from traditional telephones. Many features make this phone system a great choice for businesses looking for flexibility paired with convenience. 

Let's look at some of the top features from this software:

1. Auto-attendant

An auto attendant provides several phone extensions. The customer can use these extensions to contact different departments, employees or services within your company. When a caller dials into the system, they will be greeted with an automated message asking them to enter their extension number followed by the key. This extension number is assigned based on the department they are calling and the service they require. The customer may then choose among several options to reach someone who can help them with the issue.

An auto-attendant is a phone system that allows callers to choose what options they wish to pursue with the business by pressing buttons on their telephone. It replaces the need for a human operator; automates and simplifies the incoming call procedure, making it a handy and cost-effective feature.

2. Interactive Voice Response (IVR)

An interactive voice response system (IVR) has a pre-recorded message and call menu to connect the caller with an appropriate department or agent. Similar to automated calls where agents are not needed, it can be used for anything from answering basic questions ("press 1 for this service") up to providing detailed instructions on how best to troubleshoot equipment ("please provide your model number when you hear **beep**").

Interactive Voice Response (IVR) is used for call routing and automated self-service applications. IVR can be used for inbound and outbound calls, but it’s most commonly associated with inbound telemarketing campaigns or appointment settings. It allows you to receive calls from customers, provide information about your products/services or schedule appointments at times convenient for them.

There are two main types of Interactive Voice Response systems: script based and rule based. Script based IVRs play prerecorded messages that ask users for information via touch tones before taking them through menus until they reach their final destination (like sales). Rule-based systems use natural language processing, meaning they understand spoken commands from customers without having them enter touch tones first (like when making restaurant reservations).

3. Call forwarding

Call forwarding is a feature that allows you to forward incoming calls to another number. Call forwarding can be invaluable if your business needs to be accessible at all times. You can also use it to manage calls during off-hours by sending them directly to voicemail or an automated attendant when no one is available to take the call.

Call forwarding works by sending incoming calls from the phone number you have registered with us (i.e., your DID) to any other number based on your preferences—a landline, mobile phone or another device on your account, or even another extension within our system!

4. Virtual number or a Toll-free number

A virtual number is a phone number that is not connected to a physical phone but a VoIP system. It can be used for business or personal use. A Virtual number can also serve as your home or mobile number without having any equipment attached. The staff members can initiate calls using this number, not their mobile number, keeping their personal and professional lives separate. This way, the company does not lose customer contact details even if any staff member quits the organization.

A toll-free Number is also known as an 800 Number in US and Canada. It allows customers to call a business at no charge as long as they are within a local calling area of the country where the toll-free service was purchased.

5. Call recording and Call Analytics

With the help of call recording and analytics, you can quickly access all information related to your calls. With these features, you can also maintain an accurate record of all your calls made or received by users on your system. This way, it will be easier for you to identify which user is using the system more frequently and make necessary changes accordingly.

6. Auto-dial, Click-To-Call and Call Scheduling

Click-to-call is a feature that allows your website visitors to be connected to someone on their call list or the phone number you specify.

Call Scheduling allows you to schedule a specific time when you want an incoming telephone call to be automatically answered by your IVR system. This feature can also be used for outgoing calls, allowing employees access their voicemail boxes remotely at specific times throughout the day.

Call Recording allows users of your IVR system to record conversations for later review or listening purposes. It's useful for training and security reasons, as it lets employees train themselves using recordings from previous calls and allows managers and supervisors access real-time information about customer interactions over the phone.

7. Integrations

The system is integrated with other applications, such as CRM and email. This allows you to merge with different ATS and CRM platforms, simplifying your business communication process.

In addition to the benefits as mentioned above, cloud telephony can also be seamlessly integrated into your favorite workflow tools. It allows you to merge with other ATS and CRM platforms, simplifying your business communication process. Integrations prevent users from having to rotate between numerous applications throughout the day—simplifying parts of their workflow.

These tools improve overall customer service and ensure that your contacts' information will be readily available. Integrations are also great for businesses that want to save time and money by reducing the resources they have to put into their systems. Cloud telephony also makes it easier for you to upgrade your system, since it's not a hardware-dependent solution.

Businesses can use cloud telephony across all industries, including retail, healthcare, restaurants, etc. Investing in cloud-based software makes sense if you want to expand your business operations with minimal upfront costs and high-quality service delivery at low cost by leveraging technology expertise available with third-party vendors or internally within your organization.

Here are the top 5 cloud telephony software in India,

1. Exotel

Exotel is the only cloud telephony company in India that offers unlimited channels, allowing you to set up your own IVR menus without 3rd party assistance.

With Exotel’s “Call Recording” feature, you can record participants in a call separately. You can use it to assess call quality, speech-to-text transcription, straightforward conflict resolution, and more. This feature also enables businesses to keep track of their customers better by getting customized call statistics for their customer interactions (company/group/individual agent-level details) into ready-to-present reports.

The call recording feature is available for both landline and mobile numbers and works even if the number is locked by a 3rd party or VoIP service provider.

Exotel is the only company in India that offers “Cloud PBX” for businesses, which allows you to manage all your calls from one simple dashboard. With this feature, you can also receive VoIP calls on any device (including mobile phones) through an app or web portal. You can even set up call forwarding rules and configure your IVR menus without any assistance from third parties.

2. YOCC

YOCC is a cloud telephony software that provides a complete solution for small to mid-sized businesses.

It helps you automate your call center operations, generate revenue from each ad channel, monitor calls, and get insights into customer behavior. Its features include:

• Quantify revenue from each ad channel
• Monitor live or recorded calls to ensure that calls between agents and customers follow high customer service standards.
• View call analytics and agent-specific call reports getting insights about inbound calls.
• YOCC generates a targeted client database, which can be integrated with CRM systems like Salesforce, etc., making it easy for sales teams to find the right leads when needed.

3. MCube

MCube is another cloud telephony software that enables businesses to integrate with CRM software for lead generation, tracking, and routing. It also allows you to offer a business helpline number and manage it with multiple customer service executives.

With MCube’s integration feature, you can get the call diverted to a specific department, depending on what your customer needs help with. The software offers customizable reports about customer interaction and finding ways to improve. You can also integrate data such as music and sound recordings for your customers to hold on to while you re-route their call.

You can also use the software as a call recording tool to record your calls and provide better customer service. MCube integrates with most of the available CRMs, so you don’t have to worry about switching systems.

Cloud telephony is a powerful tool for businesses looking to expand their customer base. It can help your company grow by helping you reach new customers, increase sales and improve overall customer service. A cloud telephony & IVR system allows you to manage all of your calls in one place— whether they’re coming from mobile phones or landlines.

Here are the applications of the cloud telephony & IVR system:

1. Call Forwarding

IVR systems direct all incoming calls, allowing you to decide which ones to answer and when. You can forward calls based on the time of day, day of the week or even if a caller is calling from a specific area code. For example, you could set up your IVR system to forward all incoming calls from your home number to your mobile phone during off hours so you’re never caught unprepared.

Advanced call forwarding features enable you to route calls from customers worldwide to agents who can serve them.

You can route calls from your IVR system to landlines and mobile phones. When you can control how people contact your business, it puts a smile on everyone's face.

2. Surveys and Polls

Surveys are a fast and efficient way to get customer feedback, which you can use to improve your business. You can collect survey data at multiple points in the sales or service process—from before the purchase is made until long after your customers have received their orders

Customer surveys allow you to collect real-time feedback, which can be used to streamline your company's processes accordingly. One of the most common touch points is just after a buyer has completed a transaction with you—and that's when it makes sense for your organization to ask them questions via an automated phone system called Interactive Voice Response (IVR).

IVRs can be used to conduct surveys or gather feedback from customers. Once a buyer agrees to participate in a survey, the IVR can be programmed so that callers who are not satisfied with their service or product—or those seeking follow-up information about an ongoing issue—will be transferred automatically to customer support staff who will have access your account and other relevant data from your business.

3. Office Calls Routing

Because of Voice over IP (VoIP), most companies are implementing an automated voice recognition system that performs the same task as a receptionist: directing calls to the right extension. However, the IVR can be programmed to perform other tasks as well. For example, suppose a customer calls about a broken product or service and is transferred to customer support staff. In that case, that staff member will have access to your account and all relevant data right away because of the IVR.

An IVR system is beneficial for companies with a lot of customer-service calls. The software presents callers with a menu that asks them to choose among several options and then ask questions that address each caller's specific needs—and frustrations.

4. Automatic Self-Service

Automated self-service, which uses voice recognition technology to allow customers to navigate automated menus and speak directly with an IVR (interactive voice response) system without a human agent, is one of the most efficient ways for companies to improve customer service.

IVR systems can be highly effective at providing customers with information about their accounts, making resolving issues independently easier. The software also helps companies save money by reducing the number of customer-service agents they need to hire.

5. Speech Recognition

Speech recognition enables customers to give inputs only by speaking, a feature of advanced IVR systems. Machine learning technology has revolutionized how we interact with our devices and services, making them more human-like and improving customer service.

However, many companies still use manual speech recognition to improve their productivity.

They don't need to key in inputs; they can simply speak into the phone. This feature is beneficial for people who are elderly or on the move—they can dial customer service and get help without having to type anything into their phones.

The price of a cloud telephony software is calculated based on the number of users, call minutes used and location. The more locations you have, the more expensive it will be. The same is true for features; the more advanced a feature is, the higher its cost will be. It's also important to consider your company's size and project size when considering costs; larger companies tend to pay more for their systems than smaller ones because they require more advanced functionality.

Be aware that some phone system features can raise your monthly bill. So, you should carefully consider all the service options before deciding. A good telecom provider will help you assess your business needs and determine which features are critical for success.

1. Cloud-Based Installation

In addition to comparing features, you should estimate the installation costs for a cloud-based phone system. The cost of installing such a system can vary from one provider to another. But, you should expect to pay more for a cloud-based phone system than one installed onsite. If you opt for a cloud-based phone system, you won’t need to invest in hardware or software. Instead, your provider will provide everything from the first day of installation through ongoing support and maintenance.

Installation costs for cloud-based phone systems aren’t always under the control of companies implementing them. Factors, such as the current wiring within your company's building, impact these prices.

To ensure a great installation, vendors you bring in to quote phone, video and collaboration systems for your organization should ask lots of questions. They should also understand your company's needs well to recommend the best solution for your business. Installation costs are often included in the total price of a phone system, but you may be able to negotiate with vendors on this front if they're willing to offer a lower quote.

2. Phone System Pricing Based On Location

Business owners often don't realize that the location of their telephone system and the physical location of a caller will affect phone charges. For example, your telecommunication provider may charge more for calls made from remote locations if you have a main office and several satellite offices. If you're concerned about this issue, ask your vendor to explain their pricing structure before signing any contracts.

Where are your customers based? Are your employees spending a lot of time on the phone with out-of-area callers or international clients? This can affect your call charges. Your provider will likely charge more for long-distance or international calls than local ones, so it's essential to know where most of your customers are. Do you use a lot of long-distance or international calls? If so, it may be worth investigating whether any long-distance plans offer better rates for these calls.

Most cloud vendors include long-distance calls to the US and Canada at no additional charge, but international calls can be pricey based on where you're calling.

When deciding how much to spend on your communications system, it’s a good idea to talk with someone who knows the options and can help you determine what makes sense for your company. It’s also important to know your company’s needs, so you can figure out what features are most important. This might mean that you need more than just a phone system—if so, make sure your vendor offers those other services.

It is essential to know what your upfront costs will be before entering into a phone contract, so you can make an informed decision about whether or not the deal is right for you.

3. Bandwidth and Phone Use

Bandwidth is the amount of data transmitted over a network in a given amount of time. It's measured in bits per second (bps) and usually designated by the symbol “kbps,” meaning kilobits per second, or Mbps for megabits per second.

When reviewing the associated costs of a cloud-based phone system, consider bandwidth—the maximum speed for data transfer over our Internet connection. If you’re planning to use your phone system for video conferencing or if your business requires high-quality voice calls, you’ll want to make sure that the bandwidth provided by your service provider is sufficient for those uses. Many cloud-based phone services offer a variety of plans with different levels of bandwidth each month.

“Do I have enough bandwidth for a new cloud phone system?” is not the right question. Phone calls use only a tiny amount of bandwidth, so you will likely have more than enough even if your business has heavy call volumes.

The question is, “Is my network set up to prioritize voice and video calls?’  A thorough assessment of your network before cloud system deployment will ensure smooth operation. Some businesses may need additional bandwidth. If your organization has a large number of employees making calls simultaneously (for example, during sales calls or conference calls), consider upgrading your network capabilities before adding a cloud phone system.

Cloud telephony is a great way to get your business phones up and running. It’s easy to set up and manage, so you can focus on what matters most: your business. It’s also cost-effective, so you can save money while increasing productivity.

 1. What is a cloud telephony system?

A cloud telephony system is a software-based telephone system that allows you to make and receive calls using your computer or mobile device. Cloud telephony systems are an excellent choice for small businesses for professional-grade voice services at an affordable price. 

2. What is the benefit of Cloud telephony & IVR system?

Some common benefits of Cloud Telephony & IVR systems are cost-effectiveness, scalability, customisation, and professional-grade voice services. These are known to improve your calling flexibility and ease of usage too. 

3. What are the features to look for in Cloud telephony & IVR systems?

The must-have features of a good cloud telephony and IVR system are caller ID, caller ID blocking, and call forwarding. Check for these features in the first place, whenever you look for a cloud telephony software for your business. 

4. How to evaluate Cloud telephony & IVR system?

Compare the features, cost, and customer support when evaluating any cloud telephony and IVR system. Apart from these, you can also check the previous and existing customer reviews to understand the software’s actual performance.