“Cloud Hosted Telephony” is a term that gets thrown around a lot these days. But, exactly, what does it imply? What does it mean in the context of interactive voice response (IVR)?
Introduction to Hosted Telephony on the Cloud:
Cloud Hosting Telephony refers to an IVR Hosting service, also known as Hosted IVR, that allows users to create and run telephony applications on their own IVR.
Its name was apparently chosen to sound similar to “Cloud Computing” in order to bring specialised telephony application developers and general web/computer application developers closer together.
Cloud Hosted Telephone allows any software developer to include telephony functionality in their apps.
It basically means that if you know what you want from your phone, you don’t need to know anything about telephony or lingo about how phones function. Most people can simply make or receive a phone call, terminate or hang up a call, play a file by pressing the appropriate button, and transfer or conference a call. All of these features can be added to any computer software with Cloud Hosted Telephony.
These and many more telephone operations can be added into any computer software without any prior understanding of telecoms technology or concern for telecoms infrastructure such as IVR/PBX.
Cloud Hosted Telephony has brought a breath of fresh air to the world of IVR, which had become stale. With this, there is hope for an outstanding and innovative telephonic application to emerge, capable of solving real-world problems and serving a diverse population.
Cloud Telephony’s Benefits:
1. Call Recording:
This optional feature allows you to record all outbound and inbound calls for a variety of reasons. Customer service, Hosted telephony compliance, and the establishment of an audit trail are all possible reasons for recording a call. The system can be configured to record all or only a few specific calls, as well as to record on demand. The recordings, as well as their details, are simply accessible through the portal.
2. Auto Attendant:
With this function, you can provide callers with a wide choice of call routing options for all aspects of your organisation. You can also create announcements to inform callers of information like as website addresses, opening hours, and so on.
3. An easy-to-use web-based portal:
This feature gives users access to a wide range of call-handling features via a web-based interface. A dashboard provides quick access to a wealth of information such as voice mails, call history, and call recordings. Personalized settings are simple to create in order to ensure appropriate call handling.
4. Administrator Interface:
Cloud telephony offers a wide range of administrative functions, including the ability for employees to control calls effectively and quickly. The setup is straightforward, and you have the option of keeping management of specific user features or delegating it to the staff.
Cloud Telephony’s Advantages:
- There are no upfront fees, hence there are no capital expenditures.
- Because you may keep your phone number, relocating has become a lot easier.
- Voice lines are converged, guaranteed, or leased for the best voice quality.
- Because this technology is cloud-based rather than a physical infrastructure, business can be transferred.
- Landlines and mobile phones are used to support the hot desktop.
- Upgrading to the most recent software will keep you up to date at all times.
- Call recording options include ‘on demand’ for PCI compliance.
- Upgrading hosted technologies is simple and adaptable to the needs of the business, with the ability to scale up or down as needed.
- Calls can be made and received from any location and on any device.
- It supports your business continuity strategy because it is resilient.
- Internal teams can easily manage it, even with a tablet.
- Ideal for operations at multiple locations.
As a result, all businesses should switch to Hosted cloud telephony because it saves money while also increasing employee productivity.
