Telephony Features to Wow Your Users

cloud telephony

Are you looking forward to upgrading your telephone system to the latest phone system and enjoying its advanced features to communicate with your friends and family seamlessly? 

Or do you want to upgrade your business phone system and stop the overall hassle of wires and hardware? Well, the Cloud Telephony is the solution. ☁️

Cloud telephony is a unified communication that integrates voice, video, and data in real-time communication service.

So, in this article, we will be discussing cloud phone systems, their importance for modern business, and some of their wow features.

Let’s get started!!

Brief overview of telephony features

Cloud telephony is an advanced telecommunication service that integrates voice, video, and data in real-time communication service. It is a unified communication server that is becoming very popular for both businesses and customers as it provides valuable and convenient features.

The use of the Internet has rapidly increased over the last few decades, and many businesses are shifting towards cloud phone systems. Cloud phone systems can make a great office and VoIP phone as they come with various different features. It is a very cost-efficient solution, as it doesn’t require any additional hardware or wire connection and cuts off heavy office expenses.

Using this telephony system, you can seamlessly connect or communicate from anywhere, any place over the internet. It has lots of benefits, especially for businesses, as it provides scalability, flexibility, mobility, and many more. In addition, it has an automatic update system, which eliminates the need for a maintenance team. Security is one of the best perks of cloud telephony as it protects data and information from various frauds and hackers. Protection of data is a must-feature for any business as we live in a very computer-driven world.

What are the benefits of using cloud telephony features?

There are lots and lots of benefits of using cloud telephony features for your business or even simply as a user. As your whole business depends on the phone, these telephony features can help you a lot while running a smooth business. It can also increase your customer satisfaction rate subsistently. The following are some of the wow features that you need in any business phone to run a successful business. 

Automatic Call Distributor (ACD)

An automatic Call Distributor is a system that routes incoming calls to a specific agent with specific skills or knowledge. It basically collects information beforehand from customers and re-routes calls to specific departments/agents with equid skills and knowledge. 

Automatic Call Distributor (ACD)  is very commonly used in the cloud telephony industry. This is found in any business or office that handles large amounts of incoming calls. ACD helps businesses handle large volumes of calls easily, provides first-call resolution, and helps deliver top-notch customer calling experience.

IVR/Virtual receptionist

An Interactive Voice Response (IVR) is a service that answers calls and queries for a business or a user virtually. They are completely computer-based. These systems are very commonly used in different businesses these days. Using the IVR system, you can automatically provide assistance and support to customers with pre-recorded voice messages or voicemails.

IVR combines the physical phone system with VoIP to create a different call routing system. It answers incoming calls and offers them a menu of options. This way, the information is gathered, and the call is routed accordingly. 

Call monitoring 

Call monitoring is one of the helpful features for any business. Call monitoring is a process through which calls are observed by a specific department or supervisor to ensure quality responses to the customers and maintain a better calling experience. It is most commonly used in customer support to monitor and ensure fine-quality responses.

Call monitoring is usually done without the knowledge of an agent. This monitoring can assist in new agent recruitment. Monitoring the call activities can help business agent boost their overall productivity and efficiency and provide better customer service. 

Call recording

Call recording is a very handy feature to measure call quality and services. Recorded audio is stored on the cloud and can be accessed anytime. With the help of call recording, we can recover missed details as well. 

Later, the recording can be monitored and used for quality service and problem-solving. These recording calls can also be used for legal compliments to protect users or the business.


A voicemail is a stored or pre-recorded voice message left by the caller to be recovered later. Depending on the phone system and the feature, a voicemail can be stored anywhere from mobile phone to desktop to email.

Voice mail is also the best way to get rid of on-hold calls, as it can be a frustrating experience for the users. It is also very cost-efficient as it can replace additional staff, and many users also prefer to be on voicemail and leave voice messages rather than being on hold.


Since modern businesses are dynamic in nature, scalability is one of the top-notch features, allowing networks and software to grow and meet increasing demands. With the scalability feature option, users can upscale or downscale phone lines according to their business needs. 

This feature can be very useful for growing a business as it creates a flexible environment for it. It can improve the reliability and availability of a business.

Two-way authentication 

Two-way authentication is a security major where the user goes through two different verification steps before accessing their account. As cloud telephony uses the Internet to communicate, you are vulnerable to potential cybersecurity threats. So, safeguarding your communication channel using Two-way authentication can be a beneficial tool.

This provides an extra layer of security as you have to enter the username and passcode; the user will have to enter a code in order to access their account. Moreover, two-way authentication helps businesses improve security by a significant percentage, reducing fraud and creating secure relationships. 

Third-party integration

Customer Relation Management integration connects your CRM (Customer Relationship Management)  software and third-party applications, resulting in automated actions that expand the functionality of the software. It eliminates the need to switch back and forth between the systems. It also ensures that data is accurate and up-to-date.

CMR integration promotes better functionality and user experience as the data are synced with each other. Lowering costs and quicker production are some of the best advantages of third-party integration. Moreover, integrating telephony with third-party apps minimizes the need to switch back and forth between different apps. It makes file-sharing very efficient.  

Remote working

Remote working enables businesses and users to operate from different places at the same time.               It is increasingly becoming more common with the availability of technology. Over 50% of the employees indicate that working remotely increases productivity. Cloud telephony has made remote working very easy, and it allows employees to stay connected exchange voice messages, and video conferencing over the Internet.

Remote working increases productivity as employees focus more on the outcome rather than time. Also, elevating employee efficiency while working remotely with minimal setup solution, agents can receive/take calls from anywhere with a stable internet connection. Moreover, VoIP softphones can assist remote teams in working seamlessly. 

Call analytics 

Call analytics and reporting is a process of collecting, measuring, analyzing, and reporting the data. These data are very important assets for today’s data-driven business era. With this data, businesses can gain valuable insights into customer behavior and provide customized calling experiences.

Thus, call analytics is implemented for better management of customer service and sales. Call analytics can be a very useful tactic for marketing as it can analyze and target callers with the content of their conversation. 

Future Trends in Telephony Features

The future of telephony is very promising. As the rise of remote working is increasing rapidly, cloud telephony is gaining popularity in the market. Cloud telephony is being adopted quickly by businesses of all sizes. Here are some future trends in telephony features:

  • 5G Integration

Upgrading cloud telephony to 5G will make everything faster and of high quality. Users and businesses will be able to experience the same experience on all devices from any corner of the world. With faster and more reliable connections, businesses will be able to assist with real-time capabilities. 

Integrating 5G can make remote working more productive than ever. It can also lower network latency and jitter and provide HD audio quality. Cloud telephony can be a perfect platform to integrate 5g as it promises faster speed, lower latency, and higher productivity, along with factors such as cost-efficiency, flexibility, and scalability. 

  • Artificial intelligence

Artificial intelligence can be a great asset in cloud telephony. Integrating it into cloud telephony can provide a better customer experience in numerous ways. Intelligent call routing, personalized call experience, automated call services, etc, are some of the features it could provide for businesses.  

Moreover, some of the AI-powered chatbots, virtual assistants, and live chats help in better engagement with customers and provide 24/7 customer support. This helps businesses create a professional image, reduce abandonment rates, and enhance the calling experience of the customer.

  • Augmented Reality (AR) Calling

Augmented reality is an experience that enhances real-world views using computer-generated information. It digitalizes the real world’s environment and objects. It comes with benefits from increasing productivity to reducing travel to speeding training and whatnot. 

Virtual reality is a great tool for video conferencing, marketing, and providing realistic images of products. It also makes virtual conferences seem like they are taking place in real-time. 


In conclusion, the adoption of cloud telephony features presents a transformative opportunity for both users and businesses alike. By leveraging the multifaceted capabilities of cloud telephony systems, businesses can optimize their operations, streamline communication channels, and enhance overall efficiency. The integration of features such as remote working capabilities, scalability options, advanced call forwarding functionalities, and robust security measures not only facilitates seamless business processes but also empowers organizations to adapt and thrive in dynamic environments.

Furthermore, as technology continues to advance at an unprecedented pace, it becomes increasingly imperative for businesses to remain at the forefront of innovation to meet evolving user demands and expectations. Emerging technologies such as artificial intelligence, augmented reality, and 5G connectivity represent the future landscape of telecommunications, promising even greater levels of efficiency, productivity, and user engagement. By embracing these cutting-edge technologies and integrating them into their cloud telephony systems, businesses can future-proof their operations and maintain a competitive edge in the market.

In essence, the strategic adoption of cloud telephony features is not merely a means to enhance current business operations, but rather a proactive investment in future success. By embracing innovation, staying abreast of technological advancements, and prioritizing user satisfaction, businesses can unlock unprecedented opportunities for growth, resilience, and differentiation in an increasingly digital world. Thus, cloud telephony stands as a cornerstone of modern business communication, offering a pathway to enhanced performance, agility, and sustainability in the ever-evolving landscape of telecommunications.