Cloud telephony, also known as cloud calling or hosted telephony, is a communication technology that hosts voice and data services on remote servers and allows users to access them via the Internet. Compared to traditional phone systems, which rely on physical hardware and phone lines, cloud telephony functions in the cloud, allowing organizations to make and receive calls using internet-enabled devices such as computers, smartphones, and IP phones.
Key Aspects of Cloud Telephony Systems
VoIP (Voice over Internet Protocol) Technology
Cloud telephony transmits voice data over the internet using VoIP technology. VoIP transforms analogue speech signals into digital data packets that may be sent via the internet infrastructure. This technology provides efficient and cost-effective communication.
Virtual PBX (Private Branch Exchange)
Cloud telephony solutions frequently feature a virtual PBX, which is a phone system hosted in the cloud. Virtual PBX performs call routing, voicemail, call forwarding, and other PBX-like functions without the need for real hardware.
Scalability
Cloud telephony systems are extremely scalable. Businesses may quickly add and remove phone lines and features to meet changing demands without having to deal with real phone lines or hardware changes.
Cost-Effectiveness
Cloud telephony eliminates the need for high-priced hardware and the ongoing maintenance costs associated with traditional phone systems. Businesses can subscribe to the services they use, lowering total communication expenses.
Flexibility and Mobility
Cloud telephony systems enable employees to work from any location with an internet connection. Employees can use their company phone lines to make and receive calls on their computers, smartphones, and other devices, enabling remote work and enhancing mobility.
Integration and Collaboration
Cloud telephony may be integrated with other company applications and technologies, improving collaboration and efficiency. Businesses may expedite communication and obtain crucial information during calls by integrating with CRM systems, email platforms, and collaborative applications.
Advanced Features
Cloud telephony solutions include advanced capabilities such as interactive voice response (IVR), call recording, call analytics, voicemail-to-email transcription, and more. These features improve customer service and assist organisations in efficiently managing their communication.
Automatic Updates
Cloud telephony providers manage software upgrades and maintenance, ensuring that the system is always up to date and secure without requiring manual intervention.
Analytics and Reporting
Cloud telephony solutions frequently include powerful analytics and reporting tools that provide insights into call numbers, call quality, and other critical parameters, assisting businesses in making data-driven decisions.
Compliance and Security
To safeguard sensitive call data and maintain regulatory compliance, providers often follow to industry standards and security protocols.
Disaster Recovery and Reliability
Cloud phone service companies frequently use multiple systems and data centres to ensure high availability and reliability. Businesses can immediately redirect calls and ensure communication continuity in the case of a disaster.
Most Popular Cloud Telephony System For Salesforce
There are many CTI (Cloud Telephony Integration) application available for Salesforce. Below are list of popular cloud telephony system For Salesforce. These are also available for test drive as free version.
NICE CXone
NICE CXone, the Salesforce-integrated contact centre platform, is part of NICE, a global provider of cloud and on-premises corporate software solutions that enable better customer experience (CX) through analytics, workforce engagement, contact centre software, and other services.
Default Plan – $20 USD/user/month
Talkdesk for Salesforce
Talkdesk® is the worldwide customer experience leader for customer-centric businesses. Its contact centre system improves how businesses and customers interact with one another..
Default Plan – $10 USD/user/month
Aircall CTI
Aircall offers a quick and flexible Salesforce phone integration that adapts to your workflows and enhances your Salesforce experience with call centre functionalities.
Default Plan – $50 USD/user/month
Fastcall CTI
Fastcall is a “powered by Twilio” CTI solution for phone, video, SMS, and mobile that is 100% Salesforce-focused and designed from the ground up. By reducing manual sales processes and automatically recording both inbound and outbound phone and SMS data straight into Salesforce, Fastcall helps Salesforce users sell quicker and close more deals.
Default Plan – $30 USD/user/month
CTI Data Connector (Mirage Computer Systems)
CTI Data Connector for Salesforce can integrate in Service and Sales Cloud – Classic/Lightning. It works with any PBX (on-premise/ cloud) or Microsoft Teams. It is supporting outgoing and incoming calls with call tracking, case creation, Power Dialer, SMS, Live Agent Dashboard and Wallboard.
Default Plan – €25 EUR/user/month
CloudCall
CloudCall enables seamless integration of calls and call records with your Salesforce CRM and Microsoft Outlook software without the need for new hardware. CloudCall’s inbound and outbound calling tools enable you to call contacts directly from your Salesforce contacts, accounts, prospects, or opportunities.
Default Plan – $25 USD/user/month
InGenius
Upland InGenius offers a solution whether you’re searching for an enterprise connector to power Service Cloud Voice or a traditional CTI solution. It can connect Avaya, Cisco, Genesys, & Asterisk phone systems.
Default Plan – $32 USD/user/month
PhoneIQ CTI
PhoneIQ is a new breed of cloud-based contact centre and unified communications software designed and built for Salesforce-enabled businesses. Unlike traditional telephony and call centre solutions, PhoneIQ is fully integrated with the Salesforce platform, leveraging CRM data and AI to revolutionise business communications.
Default Plan – $1 USD/user/month
Five9
Five9 is the leading provider of cloud contact centre solutions, bringing the power of the cloud to over 2,000 customers around the world and facilitating over five billion call minutes per year. Five9 offers a comprehensive set of Contact Centre capabilities, including ACD, IVR, CTI, and Predictive Dialer.
Default Plan – $15 USD/seat/month
Genesys Cloud CTI
The Genesys Cloud CTI Adapter is a true cloud offering that includes a feature-rich, pre-built integration for immediate benefit and the ability for deep customization to optimise your existing Salesforce investment, processes, and vision.
Default Plan – $15 USD/user/month
Summary
Cloud telephony solutions are becoming increasingly popular among enterprises of all kinds due to their flexibility, cost-effectiveness, and potential to improve communication and customer service skills.
References
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