What is a Cloud Based Telephone System?

What is a Cloud Phone System?

Even in today’s digital era, every business still needs to make and receive telephone calls. More than 60% of people still prefer to contact a business via telephone rather than any other method. With BT planning the end of copper-based networks (see here for more information), old school telephone systems such as ISDN based systems and even analogue lines are being discontinued. What this means is that businesses in Sheffield and around the country, need to plan their next move in relation to their telephone systems. Most businesses are therefore moving to a Cloud-based telephone system, where the phone system is hosted somewhere on the internet for staff to connect to. These are a type of VoIP (Voice Over IP) technology.

A cloud phone system doesn’t need any on-premises hardware or software necessarily and a third party looks after the remote equipment.

This article is intended to give you a platform to build your own ideas of what features a good Cloud Phone System includes and whether they are relevant to your business.

Definition of a Cloud Phone System

A cloud phone system is a modern phone system that leverages cloud computing technology to manage and route phone calls over the internet. Unlike traditional phone systems that require physical hardware installed on-premises, a cloud phone system is hosted on remote servers and accessed through the internet. This virtual phone system uses Voice over Internet Protocol (VoIP) technology to facilitate phone calls, converting voice signals into digital data packets that travel over the internet. This approach offers businesses greater flexibility, scalability, and cost-effectiveness, making it an attractive alternative to conventional on-premises phone systems.

What are the business benefits of a Cloud Phone System?

Cost effective. Because there is no need to invest in upfront hardware for the system itself (although you might still want handsets), the capital costs are reduced. Business cloud phone systems are a top-rated solution for affordable and secure telephone communications.
Predictable costs. Cloud based phone systems are usually priced based on the number of users that you need to have an extension on your phone system, so you know when you hire a new staff member, they need a phone too.
Cloud based phone systems (VoIP systems) are usually able to scale whenever you need them to, adding a new department or office site, should be no problem.
Supports Remote Working. VoIP telephone systems will always support remote working, meaning your staff can work from wherever they need to, whenever you see fit.
Peace of mind. You don’t have to worry that your equipment might break down and your business won’t be able to make and receive calls. Most service providers offer 99.99% uptime.

How does a hosted phone system (cloud phone system) work?

A cloud phone system works by storing hardware and software on remote servers accessed via the internet, which enables scalability and remote management. It relies on VoIP technology to make and receive calls and provide the general functions that are needed to allow a business to provide telephone facilities.

Calls are sent via the internet to the provider’s server(s) where they are routed to the correct person or device based on the centrally applied configuration that your Telephone Support provider sets up for you.

Overview of Cloud Phone System Technology

Cloud phone system technology combines sophisticated hardware and software to manage and route phone calls over the internet. At its core, the system consists of a network of remote servers that host the phone system software. Users can access this software through the internet using various devices, such as mobile devices, computers, or IP phones. The system employs VoIP technology to convert voice calls into digital data packets, which are then transmitted over the internet to the recipient’s device. Beyond basic calling, cloud phone systems offer advanced features like call forwarding, call recording, auto attendants, and video conferencing, making them a versatile choice for businesses of all sizes.

Standard Features of Cloud Phone Systems

Cloud phone systems come equipped with a variety of standard features designed to enhance business communications and boost productivity. Some of the most common features include:

Call Forwarding: Redirects incoming calls to another number or device, ensuring important calls are never missed.

Call Recording: Records phone calls for training, quality control, or compliance purposes.

Auto Attendants: Provides custom greetings and menus for callers, helping to route calls efficiently.

Unlimited Calling: Offers the ability to make unlimited calls to domestic or international numbers, reducing communication costs.

Video Conferencing: Enables virtual meetings with colleagues and customers, facilitating remote collaboration.

Mobile Apps: Allows access to the phone system on-the-go using mobile devices, ensuring connectivity from anywhere.

Integration with Other Business Tools: Seamlessly integrates with CRM software, helpdesk tools, and other business applications, streamlining workflows and improving efficiency.

Cloud Phone System Security and Reliability

Security and reliability are paramount in cloud phone systems, which are designed with multiple layers of protection to ensure continuous operation and data safety. Key security features include:

Encryption: Encrypts data packets to prevent unauthorised access and eavesdropping.

Firewalls: Protects the system from malicious attacks and unauthorised access.

Redundancy: Ensures the system remains operational even in the event of hardware or software failure, providing high availability.

Regular Updates: Keeps the system up-to-date with the latest security patches and features, safeguarding against vulnerabilities.

Which Cloud Phone System is the best?

Unfortunately, that’s not a realistic question to ask. The better question would be “which cloud phone system is the best for MY organisation”, because each business needs different features according to their business goals. The best cloud phone systems excel in specific features such as hardware integration, international calling, and customer support. Some of the features you should think about are below, for each question, you should work out whether these are included in the system by default or are paid-for additional extras;

Does it have an Auto-Attendant? Or intelligent call routing?
Does it have call recording?
Does it have call logging and reporting?
Are voicemail boxes available?
Does it have a mobile app to take calls on the move?
What telephones are compatible with the system?
Can you connect intercoms at external gates and doors to it?
Is conference calling available?
Is call barring available?
Does it have call queues and hunt groups?
Will it allow music-on-hold?
What are the disaster recovery (backup) options?
What options are available for wallboards (display boards that show statistics in terms of number of calls and so-on)?

When considering the best cloud phone system, you should compare various criteria such as hardware integration, unlimited international minutes, overall value, and suitability for small businesses.

As well as the features, you also need to answer some other questions about the suitability of the Telephone System for your business, most notably;

What is the size of your team & is the platform suitable?
How much can you afford to pay, per seat (user)?
Can you afford to pay for support of the system by a professional company?
How easy is the system to use?
- What would be the training costs associated?
Does it integrate with your existing computer systems, such as CRM systems?
- For example, does it have click-to-dial?
- Can it integrate with Microsoft Teams?
Is the system secure?

Evaluating the best cloud phone systems involves comparing various providers suited for different business needs, highlighting features such as integration with existing hardware, call management capabilities, budget-friendliness, and the breadth of communication channels.

Factors to Consider When Choosing a System

Selecting the right cloud phone system for your business involves evaluating several critical factors to ensure it meets your specific needs. Consider the following:

Scalability: Can the system grow with your business as you add more users or locations?

Reliability: Is the system dependable, with robust security measures in place?

Features: Does the system offer the necessary features to enhance your business communications and productivity?

Cost: Is the system cost-effective and within your budget constraints?

Integration: Can the system integrate seamlessly with other business tools and software you use?

Customer Support: Does the provider offer excellent customer support and training to help you get the most out of the system?

Reputation: What is the provider’s reputation in the market? Look for reviews and testimonials from other businesses.

By considering these factors, you can choose a cloud phone system that aligns with your business goals and enhances your overall communication strategy.

Engage with your team.

As part of your research into telephone systems that will work for your business, you should really consider getting the opinions of your entire team. A reliable internet connection is essential for making and receiving calls in cloud-based phone systems, affecting overall call quality and communication flexibility. What features do they need available to them in order to do their job? Don’t presume that the features you think cover everything, actually do. There’s a high-chance that different departments within your organisation do still use functions that you didn’t think anyone cared about any more.

Summary

In conclusion, there are many, many things to think about when choosing a new Telephone System. If you need help comparing systems, drop us a line via the contact page he re or call us on 01142203000. Digital Exchange have been installing and configuring telephone systems for businesses in Sheffield and across the UK for over 20 years. Talk to our experts about how we might be able to help you.