What is a Cloud Telephony Solution?

As the name suggests, Cloud Telelphony is the communications technology where all communication devices and applications are hosted at the service provider’s premises. Any business interested in using these services do not need to install any software or buy any hardware to get the services started. The service can be an IVR, call center setup, call recording etc. These services can be started on a traditional phone, mobile or a computer system i.e. desktop, laptop or tablet.

    It works via two networks
  • PSTN - Many countries do not allow mixing of IP and PSTN calls like India and Middle East countries. These countries use PSTN based cloud Telephony solution
  • IP - The cloud telephony services are delivered via internet . Most of the western countries have internet linked callingor VoIP enabled, for providing Cloud Telephony services.

Saas call center setup-Ozonetel PSTN Based Cloud Telephony

To understand better, let's look at a traditional solution and compare it with the cloud telephony architecture


Traditional PBX Solution

Traditional Cloud Telephony Architecture

Conventional Cloud Telephony Architecture

As shown in the above diagram, in a conventional setup, to start any enterprise telephony solution like a PBX or small call center, we need a dedicated PRI, a PRI server and a conventional call center solution.

Now, look at second image of a "cloud telephony architecture". Here all the devices like PRI Line, application server etc. are hosted or reside at the service provider's premises and all the application/devices are maintained by the service provider.

    What are the benefits of Cloud Telephony solutions
  • Small Business
    • Easily setup small call center - Now small businesses can easily set up full fledged small call center just by paying the monthly subscription charges which is not possible with a legacy call center solution
    • Business Call Recording and analytics - Many small business would like to record all business calls for future review & analysis.
    • Zero Capex: Zero investment in any hardware/ software
    • Scalable solution : Start with 1-2 seats , then increase or decrease to any number of seats based on business needs
    • Start an IVR on published mobile or landine number, to make the call sound professional
    • It can be started on traditional mobile phone or landline
  • Enterprise
  • Integration with CRM and Ticketing solution - The solution can easily be integrated with all web based CRM and ticketing solution. CTI(cloud telephony integration) is a must for seamless communication and customer service.(Read More)
  • Reporting & Analytics: Full feature solution providers give detailed call analytics and reports , which help in business decisions. (Read -Key metrics of call center)
  • Distributed Call Center: On a Cloud Call Center solution, businesses can easily set up Call Centers at multiple locations and can manage all locations from a centralized location.
  • Easy to upgrade: The legacy Call Center Solution is inflexible and complex to upgrade, but with Cloud solution upgradation of software or hardware is taken care by the service provider.

Cloud Telephony is a flexible solution and provides a complete solution required to track the customer life cycle - Acquisition via marketing campaign(Missed Call, SMS Service) to customer retention (Call Center Solution, Live Chat).

Ask for a free demo of our Cloud Telephony Solutions!