Best Cloud Telephony Software

Best cloud telephony software are CallHippo, Knowlarity, MyOperator, and Servetel. These cloud telephony providers allow the calls to get routed through high-speed internet at the national and international levels.

Paras Kela
Researched and Written by Paras Kela
|
Supriya Bajaj
Reviewed and edited by Supriya Bajaj
Live Agent - Tejasvita Domadiya
Live Agent - Divyang Kansara
Live Agent - Manali Shah
Get Free Demo

No Cost Personal Advisor

Most Popular Cloud Telephony Software

This listing showcases software based on user recommendations and popularity. It also highlights products from our valued client partnerships.

SoftwareSuggest offers verified & unbiased user reviews based on user ratings and feedback. Our ratings and reports do not contain any paid placements. Learn more about our ranking methodology.

List of 20 Best Cloud Telephony Software

Showing 1 - 20 of 223 products
Customize your search: dropdown
Reset Filter
Sort by:

Contenders | 2025

Product Description

Vonage is a cloud-based Intelligent Phone System that unifies communication for small and medium-sized businesses. Features include business assets by customer budget, good services, customization to save time and money, and smart advice. Read More About Vonage

Vonage Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Call Screening
  • Do Not Disturb
  • Extension Dialing
  • Business Sms
  • Call Recording
  • Mobile App
  • Customizable Music On Hold
  • Auto Attendant
  • View all Features

Mobile

$ 20

Per Month

Premium

$ 30

Per Month

Advanced

$ 40

Per Month

4.5
out of 5 (11 Reviews)
Features
4.6
Ease of Use
4.2
Value for Money
4.0
Customer Support
4.3
Varun Sharma
Executive Recruiting

Vonage is a popular VOIP service provider that offers a range of communication solutions for both residential and business users. Vonage is a reliable choice for anyone looking to switch to a VOIP provider. Its extensive features and affordable pricing make it suitable and loved by users.

Read all 11 Reviews

Vonage Features and Usability-Based User Satisfaction Score

Rating Score 9.0

Rating Score

Out of 10

No. of reviews Score 3.0

No. of reviews Score

Out of 10

Freshness Score 6.0

Freshness Score

Out of 10

Social Score 9.0

Social Score

Out of 10

Monthly website visitor Score 6.0

Monthly website visitor Score

Out of 10

Product Description

8x8 Virtual Office is a powerful and popular collaboration software. It allows team members to be more effective at working, and information updates can happen anytime. This enables businesses to move faster.  Read More About 8x8 Virtual Office

8x8 Virtual Office Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Video Conferencing
  • Auto Attendant
  • CRM Integration
  • International Calling
  • Call Recording
  • Call Transfer
  • Virtual Receptionist
  • Mobile App
  • View all Features

Basic

$ 20

User/Month

5.0
out of 5 (1 Review)
Features
5.0
Ease of Use
5.0
Value for Money
5.0
Customer Support
5.0
Willie Carter
LawnCare

It gives me the ability to talk to my clients on a secure foundation and helps me collaborate with customers on a daily basis. This has greatly contributed to the success of my business.

Read Review

Software by RingCentral, Inc

Product Description

This information is provided by vendor.

RingCentral is the award-winning solution for communication and collaboration. It is the server-based, most flexible, customized, and cost-effective solution. Empower the workforce to be connected by voice, video calling, team messaging, collaboration, and online conference meetings. Read More About RingCentral

RingCentral Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Call Recording
  • Call Monitoring
  • Interactive Voice Response (ivr)
  • Call Queues
  • Voicemail
  • Workforce Management
  • Agent Performance Tracking
  • Skill Based Routing
  • View all Features

Core

$ 30

User/Month

Advanced

$ 35

User/Month

Ultra

$ 45

User/Month

4.0
out of 5 (1 Review)
Features
5.0
Ease of Use
5.0
Value for Money
4.0
Customer Support
4.0
Rahul Deewan

I have been using this app for more than a year now for all my office communication purposes. Most days it works fine, but sometimes, out of nowhere, the app refuses to start or join a meeting, while other features work fine. Sometimes there is no notification of a chat message.

Read Review

Software by Ooma, Inc

Product Description

Ooma is a simple yet powerful cloud-based business phone software. It helps you talk, text, use a security camera, use wireless setup, auto attendant calls, call forwarding, call conferencing, and much more.  ``` Read More About Ooma

Ooma Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Agent Status Tracking
  • Call Queuing
  • Skill Based Routing
  • Real Time Analytics
  • CRM Integration
  • Call Transfer
  • Call Monitoring
  • Outbound Dialing
  • View all Features

Basic

$ 100

Per Month

4.0
out of 5 (2 Reviews)
Features
5.0
Ease of Use
3.5
Value for Money
4.0
Customer Support
3.5
Laura De La Garza
Teacher

I purchased an Ooma through Amazon, and it turned out to have a fatal error. It may have been an issue with Amazon Renewal, so I purchased another one. Ooma customer support was unable to switch mine, and I was told to create a new account and new phone number, and then they would switch it later. I am currently paying for two accounts for something their support should have been able to do for me. Too much work for the product.

Read all 2 Reviews

Contenders | 2025

Product Description

OpenPhone is fully-featured business phone software designed to serve SMEs, startups, agencies, and enterprises. OpenPhone provides end-to-end solutions designed for web apps. This business phone system offers call monitoring, mobile access, call recording, call management, and IVR/voice recognition in one place. Read More About OpenPhone

OpenPhone Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • International Calling
  • Voicemail Transcription
  • Custom Greetings
  • Team Messaging
  • Call Forwarding
  • Call Blocking
  • Caller Id
  • Business Hours
  • View all Features

Starter

$ 19

User/Month

Business

$ 33

User/Month

4.5
out of 5 (16 Reviews)
Features
4.4
Ease of Use
4.6
Value for Money
4.3
Customer Support
4.4
Emmanuel Sebastian
Project Engineer

OpenPhone has both a PC and a mobile app, thus making its use very versatile. It is relatively cheap compared to other mobile systems.

Read all 16 Reviews

OpenPhone Features and Usability-Based User Satisfaction Score

Rating Score 9.0

Rating Score

Out of 10

No. of reviews Score 4.0

No. of reviews Score

Out of 10

Freshness Score 9.5

Freshness Score

Out of 10

Social Score 8.9

Social Score

Out of 10

Monthly website visitor Score 6.0

Monthly website visitor Score

Out of 10

Contenders | 2025

Product Description

Grasshopper is one of the best Intelligent Phone Software that uses toll-free numbers to increase companies. It supplies true 800 toll-free numbers, vanity numbers, and local numbers. When a call comes in, there is hold music, unlimited extensions, faxes, emails, and voicemails by email. Read More About Grasshopper

Grasshopper Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Voip/wi Fi Calling
  • Mobile And Desktop Apps
  • Call Forwarding
  • Caller Id
  • Call Reporting
  • Call Blasting
  • International Calling
  • Faxing
  • View all Features

SOLO

$ 17

Per Month

SOLO PLUS

$ 34

Per Month

PARTNER

$ 56

Per Month

SMALL BUSINESS

$ 92

Per Month

5.0
out of 5 (1 Review)
Features
4.0
Ease of Use
3.0
Value for Money
4.0
Customer Support
5.0
Trishant Rajora
tellecaller

It received a perfect rating in customer service and ease of use, thanks to its 24/7 support and easy installation process. While it achieved high scores on features, it lacks video conferencing and offers limited collaboration tools.

Read Review

Grasshopper Features and Usability-Based User Satisfaction Score

Rating Score 10.0

Rating Score

Out of 10

No. of reviews Score 1.0

No. of reviews Score

Out of 10

Freshness Score 10.0

Freshness Score

Out of 10

Social Score 9.0

Social Score

Out of 10

Monthly website visitor Score 6.0

Monthly website visitor Score

Out of 10

Category Champions | 2025

Product Description

ZOOM Cloud Meetings is intelligently engineered video conference software that can help you arrange video meetings, conferences, and video webinars from a remote location. It can build collaboration-enabled conference rooms. Read More About ZOOM

ZOOM Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Hd Video And Audio
  • Custom Meeting Id
  • Live Streaming
  • End To End Encryption
  • Annotation Tools
  • Waiting Room
  • Co Host
  • Webinars
  • View all Features

Basic

$ 0

Per Month

Pro

$ 15

Per Month

Business

$ 20

Per Month

4.6
out of 5 (169 Reviews)
Features
4.6
Ease of Use
4.6
Value for Money
4.5
Customer Support
4.2
Heinrich Otieno
Manager

ZOOM is an excellent platform for virtual meetings with proper video and audio quality, it's easy to use and has useful features like screen sharing and breakout rooms. However, the free version has time limits, and customer support could be improved. Overall, it’s a solid choice for online communication.

Read all 169 Reviews

ZOOM Features and Usability-Based User Satisfaction Score

Rating Score 9.2

Rating Score

Out of 10

No. of reviews Score 10.0

No. of reviews Score

Out of 10

Freshness Score 9.0

Freshness Score

Out of 10

Social Score 8.4

Social Score

Out of 10

Monthly website visitor Score 6.0

Monthly website visitor Score

Out of 10

Most Reviewed

Software by Nextiva

Product Description

Nextiva instantly accesses enterprise-grade call center solutions and quickly scales to respond to fluctuations in call volume without changing your infrastructure settings. Read More About Nextiva

Nextiva Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Team Messaging
  • Call Barging
  • Call Monitoring
  • CRM Integration
  • Number Porting
  • Mobile App
  • Auto Attendant
  • Call Parking
  • View all Features

Office

$ 20

Per Month

Contact Center

$ 50

Per Month

5.0
out of 5 (2 Reviews)
Features
5.0
Ease of Use
5.0
Value for Money
5.0
Customer Support
5.0
Arnie Francisco
CRM Administrator

I am still happy with the service, though it is not costing as much as a top-notch service in my book. You can save more using Nextiva, and I believe that there is so much more that we haven't explored with Nextiva.

Read all 2 Reviews

Category Champions | 2025

Product Description

This information is provided by vendor.

CloudTalk is comprehensive cloud telephony software to meet the needs of agencies and SMEs. It offers a range of features including queue management, call recording, contact management, and VoIP, all in one convenient place. Read More About CloudTalk

CloudTalk Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Customizable Reporting
  • Sms Integration
  • Call Recording
  • Power Dialer
  • Real Time Dashboard
  • Number Porting
  • Call Conferencing
  • Call Transfer
  • View all Features

Starter

$ 25

User/Month/Billed Annually

Essential

$ 30

User/Month/Billed Annually

Expert

$ 50

User/Month/Billed Annually

4.8
out of 5 (46 Reviews)
Features
4.8
Ease of Use
4.8
Value for Money
4.8
Customer Support
4.7
Ushmita Sharma
BDM (Business Development Manager)

I have been using clodtalk for more then a year now and i must say this is one of the best cloud based calling software I have ever used. So easy to use, easy to integrate, auto dialer is awasome, auto record option is great and most importantly transcription options is the best. Highly recommend to everyone!

Read all 46 Reviews

CloudTalk Features and Usability-Based User Satisfaction Score

Rating Score 9.6

Rating Score

Out of 10

No. of reviews Score 9.0

No. of reviews Score

Out of 10

Freshness Score 9.5

Freshness Score

Out of 10

Social Score 9.5

Social Score

Out of 10

Monthly website visitor Score 8.0

Monthly website visitor Score

Out of 10

Category Champions | 2025

Product Description

This information is provided by vendor.

KrispCall is an AI-powered phone app for modern businesses that integrates with CRM to enhance global operations. With Power Dialer, Call Coaching,& Bulk SMS, it streamlines workflows and drives growth. Get 100+ countries' numbers and reach your clients abroad easily! Read More About KrispCall

KrispCall Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Voicemail
  • Call Recording
  • Call Whispering
  • Call Conferencing
  • Call Routing
  • Call Barging
  • Call Center Software
  • Call Analytics
  • View all Features

Essential

$ 15

User/Month

Standard

$ 40

User/Month

5.0
out of 5 (8 Reviews)
Features
4.5
Ease of Use
5.0
Value for Money
4.9
Customer Support
5.0
Mason Williams
Sales Manager

KrispCall is a good choice for SMBs as they care about you and your business. Plus, the features are exactly according to small business needs, and the option to get multiple numbers in one single workspace is great.

Read all 8 Reviews

KrispCall Features and Usability-Based User Satisfaction Score

Rating Score 10.0

Rating Score

Out of 10

No. of reviews Score 2.0

No. of reviews Score

Out of 10

Freshness Score 9.5

Freshness Score

Out of 10

Social Score 9.3

Social Score

Out of 10

Monthly website visitor Score 8.0

Monthly website visitor Score

Out of 10

AI, but Better

Product Description

This information is provided by vendor.

JustCall is a customer communication platform powered by AI. It enables instant connections with customers through Voice, SMS, and WhatsApp. With JustCall, you can streamline workflows and provide coaching to your teams, all through a unified interface. Read More About JustCall

JustCall Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Call Notes
  • Ivr System
  • Call Transfer
  • Call Analytics
  • Call Monitoring
  • Voicemail
  • Call Disposition
  • Call Whispering
  • View all Features

Team

$ 29

User/Month, Billed Annually

Pro

$ 49

User/Month, Billed Annually

Pro Plus

$ 89

User/Month, Billed Annually

Business

$ 0

Let's Talk

Category Champions | 2025

Product Description

This information is provided by vendor.

Servetel is the leading cloud telephony service provider in India that facilitates you with cloud telephony solutions for all your business needs. We spark your business communication with our economical, innovative and handy cloud solutions. Read More About Servetel (by Acefone)

Servetel (by Acefone) Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Call Forwarding
  • Click To Call
  • Ivr System
  • Toll Free Numbers
  • Multi Level Ivr
  • Call Recording
  • Missed Call Service
  • Number Portability
  • View all Features
4.2
out of 5 (20 Reviews)
Features
4.4
Ease of Use
4.3
Value for Money
4.3
Customer Support
4.0
islam. Pakistan
Manager

Servetel is one of the well-known providers of cloud telephony services in India. It offers various solutions for cloud telephony to address your business needs and helps enhance communication with your clients.

Read all 20 Reviews

Servetel (by Acefone) Features and Usability-Based User Satisfaction Score

Rating Score 8.4

Rating Score

Out of 10

No. of reviews Score 4.0

No. of reviews Score

Out of 10

Freshness Score 10.0

Freshness Score

Out of 10

Social Score 10.0

Social Score

Out of 10

Monthly website visitor Score 8.0

Monthly website visitor Score

Out of 10

Category Champions | 2025

Product Description

This information is provided by vendor.

The Real PBX simplifies communication by providing seamless, reliable cloud telephony solutions that eliminate the hassle of managing complex phone systems. Read More About The Real PBX

The Real PBX Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Auto Attendant
  • Call Forwarding
  • Softphone
  • Sms Integration
  • Call Barging
  • Call Recording
  • Click To Call
  • Toll Free Numbers
  • View all Features

US Toll Free Number starts at $9/month

$ 9

1 Toll Free Number

Get Offer

UK Toll Free Number starts at $15/month

$ 15

1 Toll Free Number

Get Offer

Australia Toll Free Number starts at $9/month

$ 9

1 Toll Free Number

Get Offer
5.0
out of 5 (4 Reviews)
Features
4.8
Ease of Use
4.8
Value for Money
4.8
Customer Support
4.8
islam. Pakistan
Manager

I have been using their services for quite a while, and I am a happy customer. I have my business in the UK (Manchester) and have been stress-free because of the excellent uptime that they offer. The best thing is their sales representatives are more like consultants and are quite patient while addressing your requirements.

Read all 4 Reviews

The Real PBX Features and Usability-Based User Satisfaction Score

Rating Score 10.0

Rating Score

Out of 10

No. of reviews Score 1.0

No. of reviews Score

Out of 10

Freshness Score 10.0

Freshness Score

Out of 10

Social Score 9.8

Social Score

Out of 10

Monthly website visitor Score 8.0

Monthly website visitor Score

Out of 10

Global Cloud Telephony Software

Product Description

This information is provided by vendor.

MCube is a cloud-based integrated communication platform that delivers an array of powerful automated call management applications such as Business Helpline, Virtual PBX, Call Tracking, and telephony integrated marketing automation tools such as Lead Management and Support Management. Easy to deploy and use, MCube solutions... Read More About MCUBE

MCUBE Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Call Masking
  • Virtual Numbers
  • Call Queuing
  • Call Conferencing
  • Ivr System
  • CRM Integration
  • Voicemail
  • Click To Call
  • View all Features
4.0
out of 5 (7 Reviews)
Features
3.9
Ease of Use
4.0
Value for Money
4.0
Customer Support
3.9
Naveen N
Team Lead IT

Overall, I have had a moderate experience with Mcube, as its turnaround time and customer support take very long to respond. We use it on our website's contact us page.

Read all 7 Reviews

Communication Simplified

Product Description

This information is provided by vendor.

MOBtexting is a global messaging and cloud telephony service provider with a unified communication platform. Create unconventional and captivating customer experiences with programmable Voice Telephony and SMS services. Our platform can be integrated with any applications, websites, CRM, ERP, etc., providing highly integrated communication tools... Read More About MOBtexting

MOBtexting Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Click To Call
  • Call Tracking
  • Multi Level Ivr
  • Call Conferencing
  • Voice Mail
  • Call Recording
  • CRM Integration
  • Ivr System
  • View all Features

Promotional SMS

$ 17

5,000 SMS

Get Offer

Transactional SMS

$ 21

5,000 SMS

Get Offer

2 Way SMS Services

$ 42

3 Months

Get Offer

Missed Call Service

$ 7

Per month

Get Offer
5.0
out of 5 (2 Reviews)
Features
5.0
Ease of Use
5.0
Value for Money
5.0
Customer Support
5.0
Shruthi

Better bulk SMS service provider compared to other platforms. Easy API integration with various CRM software. Well-trained support team and dedicated account manager.

Read all 2 Reviews

Your Own Call Centre

Product Description

This information is provided by vendor.

YOCC - Your Own Contact Centre gives you the power to base your entire cloud communication system on an automated, single number that corresponds to unlimited extensions, without any hindrances and benefits from cloud telephony. Our enhanced cloud telephony features will help your lead generation... Read More About YOCC

YOCC Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Virtual Numbers
  • Call Forwarding
  • Voicemail
  • Call Barging
  • Auto Dialer
  • Number Masking
  • CRM Integration
  • Call Whispering
  • View all Features
5.0
out of 5 (1 Review)
Features
5.0
Ease of Use
5.0
Value for Money
5.0
Customer Support
5.0
Devansh Sony

It helps its customers with lead generation, database management, customer care solutions, etc. Moreover, YOCC is authentic, affordable, and highly awarded. It has some amazing features such as multiple call handling, hot call transfer, and a web-based portal with user ID and password, etc. Along with these, no extra infrastructure and no manpower are required to handle it.

Read Review

Emergents | 2025

Product Description

DialerHQ allows you to make calls and send messages from your second number without interacting with your personal number. For higher security, the conversations are completely private. Read More About DialerHQ

DialerHQ Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Virtual Numbers
  • Call Masking
  • Ivr System
  • Api Integration
  • Call Whispering
  • Call Queuing
  • Call Barging
  • Call Transfer
  • View all Features
4.5
out of 5 (17 Reviews)
Features
4.6
Ease of Use
4.6
Value for Money
4.8
Customer Support
4.6
agha azhar
cosmetics company

It makes my work easier and reduces the time it takes to complete tasks. My employees and I feel very satisfied using this software. I am very thankful to the manufacturer of this software.

Read all 17 Reviews

DialerHQ Features and Usability-Based User Satisfaction Score

Rating Score 9.0

Rating Score

Out of 10

No. of reviews Score 4.0

No. of reviews Score

Out of 10

Freshness Score 7.0

Freshness Score

Out of 10

Social Score 5.0

Social Score

Out of 10

Monthly website visitor Score 6.0

Monthly website visitor Score

Out of 10

Top Rated Cloud Telephony Service Provider

Product Description

This information is provided by vendor.

Ameyo cloud telephony software enhances first-call resolution rates and minimizes agents idle time, resulting in a substantial boost to overall productivity. Read More About Ameyo Contact Center

Ameyo Contact Center Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Call Scripting
  • Campaign Management
  • CRM Integration
  • Workforce Management
  • Ticketing System
  • Predictive Dialer
  • Omnichannel Support
  • Call Recording
  • View all Features

Connecting people, Technology & Ideas

Product Description

This information is provided by vendor.

Interactive Voice Response (IVR) solutions allow you to build a personalized call flow according to your needs. With hosted IVR solutions, call management becomes intelligent through smart call tracking, routing, and recording capabilities. Read More About Go2Market IVR

Go2Market IVR Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • CRM Integration
  • Call Analytics
  • Text To Speech
  • Call Transfer
  • Speech Recognition
  • Real Time Reporting
  • Multi Level Ivr
  • Call Recording
  • View all Features
5.0
out of 5 (1 Review)
Features
5.0
Ease of Use
5.0
Value for Money
5.0
Customer Support
5.0
Roshan chaudhary
Ceo

The services are very good and affordable for everyone. I have been using their toll-free number for the last five years, and my experience has been positive. The staff is very supportive and helpful.

Read Review

Software by Tenfold

Product Description

This information is provided by vendor.

Tenfold is the solution for the CRM to improve communication between the customer and employee and keep a record of it. The feedback displays in real-time. Tenfold is very transparent about the services and cost. There are no hidden charges or fees. Read More About Tenfold

Tenfold Is Tailored For

StartUps

SMBs

Mid-Market

Enterprises

Features

  • Voicemail Drop
  • Automatic Call Logging
  • Call Tagging
  • Call Transfer
  • Lead Management
  • Screen Pop
  • Call Barge
  • Call History
  • View all Features

Cloud Telephony and IVRS Software Guide

What is Cloud Telephony Software?

Cloud Telephony Software is an automated telephony system that plays a vital role in interacting with callers, gathering information from them, and then routing the calls to the relevant receiver. This works as an office assistant who is actually not a person but a call management system. When the users create and make their own IVR applications functional, it is termed cloud telephony.

This name is intentionally made similar to cloud computing to make the specialized telephonic systems more integrated with web application developers. This bridging of the gap has led to the name cloud telephony. Simply put, cloud telephony allows a computer application developer to add telephony features to their software – making it “cloud telephony software”.

Cloud telephony specifically refers to the services offered in the Cloud Telephony system, like voice services. It replaces the business telephone equipment (like PBX, which is outdated now) with third-party VoIP services in vogue. In the cloud telephony software/call management system, all you need to know is what you want your telephone to do for you and nothing more.

It is simple to understand, and you can make/receive a call, disconnect or pause it, play the audio file, transfer the call to the relevant person, and even engage in call conferencing. All this can be done on a computer application.

Since cloud communication enables voice as well as data communication through applications and services by hosting them on services owned and maintained by cloud telephony providers in India, making it cost-effective for customers to interact with them without any hassles.

Thus, the combination of IVR and cloud telephony software enables serving the diverse population simultaneously and increases the efficiency of a business. Also, one can get a toll-free number with call management software these days.

How Does Cloud Telephony System Work?

Interactive Voice Response Systems employ DTMF (dual-tone multi-frequency) tones, which generate two tones -- one of low frequency and the other of high frequency -- when you dial a number. Other IVR calling software also employs voice recognition or artificial intelligence technologies to interact with callers and route calls to specific recipients.

Cloud Telephony software uses inputs via voice and touch-tone keypad selection to give the required responses --which can be in the form of voice, fax, callback, or email. Comprising cloud telephony solutions, software applications, a database, and a supporting infrastructure, Cloud Telephony software can be set up by assembling all the above software and hardware.

Common programming languages used in IVR software include VoiceXML, which comprises several components such as a telephone network, a TCP/IP network, a VoiceXML telephony server, a web server, and databases.

Interactive Voice Response Systems are two-way software enabling a customer to connect with agents when dialing a contact center and allowing agents to give the required response. It is designed to route a call to the ideal agent without the caller having to navigate through innumerable levels of customer support.

Text-to-speech technologies offer solutions to customers without the caller having to talk to an agent. Phone trees enable agencies to leave voice messages ascertaining a call-back within a set time frame (when the office is not working 24x7).

So, how do the core technologies of IVR work? DTMF tones, which create sound waves at a certain frequency, are generated when a caller punches in an option after being prompted for a choice. The IVR software then recognizes this tone via cloud telephony solutions and connects it to other technologies.

Another technology is voice recognition, where a caller gives responses through speech. This is very beneficial for frequent callers, who can connect with the right agents and get the correct information. Again, Artificial Intelligence software entwines speech recognition with advanced processing, call history records, and account status. A combination of cloud telephony software and AI is ideal for instantly deciphering customers’ problems and routing the calls to specific operators.

Benefits of Cloud Telephony Systems and their Potential Issues

The resounding success of Google and other cloud-based phone system software providers has shown us that the cloud-based platform is the most effective platform. The primary benefit shown was the lower cost. Voice (audio) services provided through the cloud are a value addition for telephony since the users can access cloud-based facilities from anywhere. This expands the users’ options to operate beyond the local or regional carriers.

Cloud communication in this context becomes very attractive since it involves voice, video, and data and integrates it well across different access mediums.

Advantages:

  • The business place can do away with lots of wires around the PBX(private branch exchange), IVR(Interactive Voice Response) System and MDF(Main distribution frame)

  • Only require the computer application that provides the software functions and computing.

  • All kinds of functions related to telephony are integrated with computer applications without worrying about telecom infrastructure or technology.

  • Ideal for small and medium-sized businesses to get cloud telephony at a lower cost than VoIP infrastructure.

  • There is no need to have specially trained employees to handle the technology since the cloud telephony provider will support the user.

  • Only a few hundred lines of coding are required to provide the basic functions of picking up an incoming call, playing a preset greeting, asking to press the extension number, transferring the call, and, if the transferred number is not picked up – asking the caller to record the call as voice mail.

  • There are options for paying the cloud telephony service provider with a monthly subscription fee or based on the usage.

  • Also, a toll-free number attracts a number of customers to call.

  • Tracking facilities help if one needs to track the source or reference from where the caller gets a contact number.

Risks:

  • Internet connection is a must to access files, so if the connection is slow or there are problems with the connectivity, it will affect efficiency and productivity.

  • Cloud technology still exists on a physical server; this server location is important since it must abide by the country's national laws.

Important Features of Cloud Telephony Software

The essential advantage of Cloud telephony software is that the software is off-site. This gives the users geographical mobility, and the customers can also be reached to any part of the world.

Features of Cloud Telephony IVR Software

The key features of any telephony software are:

  • Single Access Number: Whoever is working with the company or has left the company is not a concern here because the number is retained by the business and is not personally used by the employee. This ensures constancy in business communication without the hassles of change of employees and the customers being harassed due to it. This also means that the business does not need to promote multiple numbers.

  • There is no setup cost involved in the installation of the telephony software. Also, the installation is quick and easy. No additional hardware has to be bought, and no maintenance cost is involved.

  • A call-tracking system is smarter than the traditional version and helps maintain business accountability. All the key metrics of the call, like details of the caller, the time of the call, the reason for the call, and the date, are provided. This ensures communication in the team even if a particular employee is absent.

  • This kind of call management system's effectiveness can help the employees treat each call as a business opportunity and work better toward customer care.

  • Cloud Telephony software is a highly efficient way to direct and re-route calls between different persons/teams/departments by guiding the caller to choose the option to press that number. This keeps the virtual communication with the customers more streamlined and effective in responding.

  • Call transfer is a central feature of any business communication. Customer queries are responded to when the call is redirected to the right person or department.

  • Certain cloud telephony companies have a simultaneous calling feature & call handling solution in the software. Many telephony software support up to 100 calls simultaneously. This eliminates the chance of losing a business opportunity because your phone number was engaged or unavailable.

  • Round-the-clock availability of your cloud communication system is an extremely useful feature for business. If the staff is not in the office, the communication system is so built and integrated that it saves all the calls made during off-office hours. This means that potential business opportunity is never lost, and the customers don’t have to call again and again. This feature is also helpful for overseas clients or customers with different time zones.

Applications of Cloud Telephony Software

applications of cloud telephony & IVRS software

  1. Call Forwarding:

    One of the foremost benefits of Cloud Telephony software is that they organize all your incoming calls and direct them to the exact source. Advanced call-forwarding features enable you to forward customer calls to any global agent. You can send calls to landline telephones as well as mobile devices. When you can control the flow of calls with the click of a few buttons, you get the best out of your Interactive Voice Response System.

  2. Surveys and Polls:

    Surveys enable you to get instant feedback and use these inputs to offer better services and products. A customer survey system can be conducted at various points of the customer’s journey. One of the most common touch-point is just after you finish a transaction with your buyer. Cloud Telephony can be used to conduct anonymous surveys or post-sales feedback calls. Once the buyer agrees to participate in a survey, the IVR can be programmed to transfer the call to a live agent if a buyer is unsatisfied with the service or product.

  3. Office Calls Routing:

    Another application of Cloud Telephony software is to route calls within an organization. Previously, this task was handled by a receptionist or a switchboard operator, who would answer the incoming call and direct it to the right extension. An IVR system is handy, especially when your company attends many customer service calls. Cloud telephony solutions present customers with a menu that offers multiple options and asks the required questions. After answering generic queries, the system routes the required calls to trained specialists.

  4. Automatic Self-Service:

    Cloud Telephony-enabled automated self-service is one of the best methods to enhance customer service and ensure seamless customer interactions. Self-service is available anytime throughout the day, and customers can avail of it without communicating with human agents.

  5. Speech Recognition:

    Speech recognition is a feature of advanced Cloud Telephony systems that enables customers to give inputs only with their voice. They do not need to key in the inputs. Speech recognition gives the option to enter inputs in his language. This feature is beneficial when senior individuals or people on the move need dial-in customer service.

  6. Cloud Telephony in Healthcare:

    Hospitals can use Cloud Telephony software to complete patient surveys after treatment. It can also be used to set up reminders if a patient has an upcoming appointment to collect a test report.

  7. Bank and Stock Account Balances and Transfers:

    Cloud Telephony's important use is keeping records of bank and stock account balances and executing transfers. If you are a banking company, you can use IVR to help customers pay bills and update account information. Using touch-tone or voice-activated technology, clients can easily carry out these transactions. A smartly designed phone menu enables you to track call flows so that you can attend to your callers. This makes payment collection an effortless process.

  8. Cloud Telephony in E-commerce:

    Of course, Cloud Telephony is of utmost importance in the e-com sector, where companies mostly rely on customer feedback for their progress. Feedback collection, order tracking, and complaint recording are Cloud Telephony features that help e-commerce companies retain buyers.

  9. Cloud Telephony in The Food Industry:

    Restaurants can use Cloud Telephony technologies to make online reservations or collect customer feedback. This ensures a seamless experience for customers and also minimizes human efforts.

  10. Cloud Telephony in Banking:

    Cloud Telephony in banks automates the method of answering customers' questions. It can easily give real-time information on the status of a loan application, credit card bills and payment status, and data on account balance and transactions.

  11. Cloud Telephony in The Transport Industry:

    Cloud Telephony can also be used to receive real-time updates on flight and trains’ on-time status and delays. This saves up valuable time, especially for busy and frequent flyers.

Related Articles:

Compare 3 Products:
Compare Now
Remove All

Simplify your search for Cloud Telephony Software by City and Industry

Last Updated: August 20, 2024