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Online Cloud Telephony in The Spotlight

Online Cloud Telephony in The Spotlight

By Nicole Hirsh

Updated: 24 November 2020, first publication: 25 July 2019

In the family of unified communication solutions, we are asking for WiFi VoIP phone service!

It comes in the context of the end of the traditional telephone network and analog telephone numbers within 5 years.

Throughout this article, we decipher the telecom language for you and help you discover the future of corporate telephony.

Telephony in the cloud

The virtual IPBX is the cloud telephony system of the future. Let's look in more detail at the interest of this new trend.

#1 Mobility

Cloud telephony is particularly suitable for multi-site, even international companies:

  • Connection to telephone services from anywhere, 24/7, as long as there is Internet access,
  • Unified communication solutions that are identical or compatible worldwide.

#2 Cost savings

  • Invoicing by use or by fixed price,
  • Savings on communication costs (same regardless of distance),
  • Easy installation, with no maintenance costs.

#3 Adaptability

  • For all types of structures, of all sizes,
  • For internal use or roaming,
  • Differentiation of professional activity from personal life, from the same telephone, for self-employed entrepreneurs,
  • Keeping the number in travel, in mobility (associated with the person and no longer with a line).

#4 Safety and security

  • Data preservation through replication and backup systems,
  • Confidentiality, security (contractual): restriction of the operator's access to identifiers, passwords, CRM.

#5 Other benefits include

  • Bandwidth optimization,
  • A multitude of additional services offered by software in SaaS mode:
    • Document sharing
    • Collaborative meeting
    • Audio and video conferencing, etc.
  • Scalable applications through updates.

💡 Tip: The local network must be compatible with IP telephony. An audit is preferable before the implementation of a hosted telephony.

The best cloud telephony solutions in SaaS mode 

Having efficient corporate telephony is very important. It has an impact on the work of your sales teams, your mobile teams, customer relationship management, and your internal communication, among others.
It is essential, whether you are a self-employed entrepreneur, a multi-site company or an international group.

Here is our selection of the SaaS of the moment.

Aircall

Aircall is a "collaborative softphone" that generates value for the company, regardless of the number of employees and call volume. This solution offers you all of the tools necessary for your agent’s productivity to increase. Utilizing all the tools will allow your agents to focus on their customers instead of time-consuming tasks. Aircall integrates with all your business software to help you continue thriving.

Main advantages :

  • Call processing through a mobile application or desktop
  • Quick installation of your call center
  • Accessible and intuitive interface
  • Choice of a range of telephone numbers for your employees
  • Obtaining numbers (including special numbers) in more than 60 countries
  • Add or delete numbers in one click
  • Dashboard for analyzing incoming and outgoing calls
  • Connection with your CRM (about twenty native integrations with the most popular CRM tools and helpdesk (Slack, Hubspot, Salesforce Sales Cloud, etc.)
  • Application Programming Interface (API) allowing you to use Aircall with any other online solution

▷ Suitable for all companies

See this software

Dialfire

Dialfire is a cloud-based call center software that supports small to large campaigns, providing call prioritization, predictive dialing, and interface customization.

Main advantages :

  • Import your contacts with a simple copy/paste,
  • Duplicate management,
  • Choice of the visibility of your call number: hidden, unique number, or number per campaign,
  • Configuration of a backup team to manage the flow of incoming calls at peak times,
  • Unlimited custom fields on customer records,
  • Management of several call campaigns in parallel,
  • Integration with your tools such as Pipedrive, Google Suite, Zoho CRM, etc..,
  • Possibility to share the tasks of a campaign with another call center, limiting access rights,
  • Generation of predefined reports accessible in real time.

▷ Suitable for all companies

See this software

Ottspott

Ottspott allows an evolutionary and modular use, from simple enterprise telephony to an advanced call center management tool, via Slack or Gsuite.

Main advantages :

  • Choice of a telephone number in 60 countries,
  • Portability of your current numbers,
  • One-click user invitation and call management assignment to one or more numbers,
  • Definition of office opening hours and call handling flows,
  • Interactive voice server,
  • Personalization of greeting messages,
  • Automated integration with your CRM and support tools[Slack, Gmail, Hubspot, etc.], no input required,
  • Analysis of your performance using statistical dashboards.

▷ Suitable from the auto-entrepreneur to the SME

PureCloud

PureCloud is an all-in-one contact center (voice, chat, e-mail, social networks) in the cloud. More than just telephony, it centralizes and simplifies multi-channel exchanges for a smooth customer relationship.

Main advantages :

  • Intuitive and customizable interface,
  • Interactive voice server (IVS or IVR)
  • Possibility of connecting to an existing telephone system (PBX, etc.)
  • Omnichannel routing: recognition of your customer and automatic redirection to the best support
  • Dashboard with real-time indicators and customer relationship history
  • Quality management, performance monitoring
  • Integrations to your CRM with Salesforce, Zendesk, Oracle Siebel, SAP, Microsoft Dynamics, etc.
  • Presence in more than 100 countries 
  • Attractive quality/price ratio

▷ Suitable from SMEs to large groups

See this software

RingOver

With RingOver, everything happens in the cloud and its ability to evolve towards a more broadly unified communication is very interesting.

Main advantages :

  • Sending and receiving SMS, chat, fax and voice messages
  • Adjustment of operating hours
  • Interactive voice switchboard
  • Possible integration with a CRM
  • Real-time monitoring
  • Automatic call logging
  • Dedicated smartphone application to promote mobility
  • Options allowing the tool to evolve: conference, SIP account, additional number, or premium number
  • Plug-and-play integrations with Salesforce, Zoho, Pipedrive, Zendesk, Zapier, and Hubspot

▷ Suitable for all companies

See this software

Spoka

Spoka is a new telephony solution dedicated to small businesses, offered by three major players in the telecoms, IT and networks sectors: Arkadin, NTT and Cisco.

Main advantages :

  • Almost immediate installation and use
  • Unlimited local calls
  • Choice of a single telephone number
  • Answers and automatic transfers
  • Status of users online
  • Quality and clarity of communication: clear and uninterrupted
  • Application available in mobility on any terminal (smartphone, tablet, etc.)
  • Modular and flexible solution, with no commitment: the telephone package (Spoka Talk) can be upgraded in one click to a unified communication solution (Spoka Connect)
  • Interoperability with Gmail, Microsoft OneDrive, Google Drive, Twitter, Salesforce, Outlook, Microsoft Office 365

▷  Suitable for very small businesses and SMEs with less than 100 employees

A new era: telephony in the cloud

Telephony remains one of the most used communication channels. 

In an increasingly collaborative and mobile work environment, it must evolve with time.

Thanks to cloud telephony, other tools have been integrated to meet the new needs of companies: video, collaboration, chat, etc. which strengthen communication systems. 

This is called unified communication. Are you ready to facilitate communications in your company and beyond?