Best Cloud Telephony and IVRS Software

The term "cloud telephony" refers to delivering calls over a data network rather than through traditional analog lines. Cloud telephony systems are an advanced form of Voice over IP (VoIP) technology that allows business owners to manage their business communications over the internet. 

Cloud telephony refers explicitly to the services offered in the IVR system, like voice services. It replaces the business telephone equipment (like PBX, which is outdated now) with third-party VoIP services that are in vogue.

With cloud telephony, you no longer have to worry about telephone bills or installation costs.  Instead, all this is taken care of by the service provider at affordable pricing, keeping aside all worries related to managing employee phone calls, missed calls on business phones, etc.

Cloud telephony is one of the most secure forms of communication available today. It is extremely convenient as you can access your phone numbers worldwide. You do not need to worry about the location or if there is a good connection, as it will work no matter what.

The cloud-based system is also straightforward, making it ideal for businesses that haven’t yet switched from traditional telephones. Many features make this phone system a great choice for businesses looking for flexibility paired with convenience. 

Let's look at some of the top features from this software:

1. Auto-attendant: 

An auto attendant provides several phone extensions. The customer can use these extensions to contact different departments, employees or services within your company. 

• When a caller dials into the system, they will be greeted with an automated message asking them to enter their extension number followed by the key. 
• This extension number is assigned based on the department they are calling and the service they require. 
• The customer may then choose among several options to reach someone who can help them with the issue. 

An auto-attendant is a phone system that allows callers to choose what options they wish to pursue with the business by pressing buttons on their telephone. It replaces the need for a human operator; automates and simplifies the incoming call procedure, making it a handy and cost-effective feature. 

2. Interactive Voice Response (IVR): 

An interactive voice response system (IVR) has a pre-recorded message and call menu to connect the caller with an appropriate department or agent. Similar to automated calls where agents are not needed, it can be used for anything from answering basic questions ("press 1 for this service") up to providing detailed instructions on how best to troubleshoot equipment ("please provide your model number when you hear **beep**").

• Interactive Voice Response (IVR) is used for call routing and automated self-service applications. 
• IVR can be used for inbound and outbound calls, but it’s most commonly associated with inbound telemarketing campaigns or appointment settings. 
• It allows you to receive calls from customers, provide information about your products/services or schedule appointments at times convenient for them.

There are two main types of Interactive Voice Response systems: script based and rule based. 

• Script based IVRs play prerecorded messages that ask users for information via touch tones before taking them through menus until they reach their final destination (like sales). 
• Rule-based systems use natural language processing, meaning they understand spoken commands from customers without having them enter touch tones first (like when making restaurant reservations). 

3. Call forwarding: 

Call forwarding is a feature that allows you to forward incoming calls to another number. Call forwarding can be invaluable if your business needs to be accessible at all times. You can also use it to manage calls during off-hours by sending them directly to voicemail or an automated attendant when no one is available to take the call.

Call forwarding works by sending incoming calls from the phone number you have registered with us (i.e., your DID) to any other number based on your preferences—a landline, mobile phone or another device on your account, or even another extension within our system!

4. Virtual number or a Toll-free number: 

A virtual number is a phone number that is not connected to a physical phone but a VoIP system. It can be used for business or personal use. A Virtual number can also serve as your home or mobile number without having any equipment attached. 

The staff members can initiate calls using this number, not their mobile number, keeping their personal and professional lives separate. This way, the company does not lose customer contact details even if any staff member quits the organisation. 

A toll-free Number is also known as an 800 Number in the US and Canada. It allows customers to call a business at no charge as long as they are within a local calling area of the country where the toll-free service was purchased.

5. Call Recording and Analytics: 

With the help of call recording and analytics, you can quickly access all information related to your calls. With these features, you can also maintain an accurate record of all your calls made or received by users on your system. This way, it will be easier for you to identify which user is using the system more frequently and make necessary changes accordingly.

6. Auto-dial, Click-To-Call and Call Scheduling

Click-to-call is a feature that allows your website visitors to be connected to someone on their call list or the phone number you specify.

Call Scheduling allows you to schedule a specific time when you want an incoming telephone call to be automatically answered by your IVR system. This feature can also be used for outgoing calls, allowing employees access their voicemail boxes remotely at specific times throughout the day.

Call Recording allows users of your IVR system to record conversations for later review or listening purposes. It's useful for training and security reasons, as it lets employees train themselves using recordings from previous calls and allows managers and supervisors access real-time information about customer interactions over the phone.

These tools improve overall customer service and ensure that your contacts' information will be readily available. Integrations are also great for businesses that want to save time and money by reducing the resources they have to put into their systems. Cloud telephony also makes it easier for you to upgrade your system, since it's not a hardware-dependent solution.

Cloud telephony systems are easy to use and administer. They offer a variety of features that make it simple for businesses to stay connected with customers, take calls from clients and manage their calls. These benefits include:

1. Integrated Communications System: 

If your organisation is looking to simplify its day-to-day operations, a cloud telephony system is the way to go. With an integrated communications platform in place, extensive mobility and flexibility comes handy for better control over communications. This also means that you can easily scale up or down with the business needs. Various options are available for customization based on the features your company requires from its telephony system.

Some benefits are: 

• Efficient onboarding process for new users; 
• Scalability of operations; 
• Better control over call routing and call flows, etc.

2. Extensive Mobility and Flexibility: 

Cloud telephony is a flexible and scalable solution that allows businesses to adapt to changing demands. You can quickly add or remove resources as and when needed while decreasing costs.

Cloud telephony is also a cost-effective solution, for it allows you to share infrastructure, leading to reducing the number of expensive hardware and software systems needed.

Cloud telephony is reliable because it’s hosted in a central location, so you don’t need multiple servers running at different locations around the world. This improves response time as there are fewer devices that connect the customers. Also, cloud telephony requires little maintenance due to its high uptime levels and scalable architecture.

Moreover, cloud telephony offers greater security than conventional PBX systems. These systems isolate conversations between users within private data centres under 24/7 surveillance by engineers who watch for signs of intrusion or compromise (e.g., unauthorised access attempts). 

3. Better Communications: 

Cloud telephony allows you to control communications from anywhere. So, you can access your system anywhere. This is especially useful for small- or medium-sized businesses that don’t have a dedicated IT department, as it allows them to monitor and manage their communications remotely.

You can fully control your business phone system and manage it from anywhere using cloud telephony software. The servers are hosted in the cloud and you can connect to them through a web browser or smartphone app. 

You don’t need to worry about physically installing or maintaining hardware at your end; all you need is an internet connection. This also makes it easier for remote employees to access their voicemail messages (and other features) anywhere they go.

Cloud-based systems are more secure than traditional on-premise systems as there are fewer chances of hacking into the system and compromising sensitive information like  customer data or employee personal details. 

The encryption algorithms ensure that only authorised users access sensitive information stored in these systems without having full access to those files themselves. This prevents unauthorised access even if someone tries hacking into them through brute force methods like password guessing techniques or file fingerprinting techniques.

4. Scalability and Customizability: 

Volatile businesses call for a flexible solution with easy scalability and customisation to fit the changing needs. A cloud-based telephony system provides just such benefits: 

(1) scales easily, in that users experience no delays or lag between adding new employees;

(2) is highly customizable, as you can change its features at any time without paying additional fees.

You can use the solutions to add more users and communicate with an extensive customer base. And if you need a custom feature, it is available as well.

Scalability and customizability are essential. You should look for a system that can scale as per the business needs change. Moreover, the systems should be customizable for adding new features whenever needed. You should be able to add new users to the system and unique sites as they come online without replacing the entire system. 

5. Cost Savings: 

One biggest reason for using cloud telephony is cost savings. A traditional business phone system can cost tens of thousands of dollars to install, requiring ongoing maintenance and support services. This means you’ll be spending money on equipment, software upgrades and repairs throughout your contract with the vendor providing those services in the first place.

With cloud telephony, there’s no need for an expensive physical phone system. All you need is access to an internet connection and a computer with a compatible operating system (Windows or Mac OS X). Since no devices on-site require maintenance or repair, there’s far less likelihood of downtime caused by power surges or hardware failure issues at your office location.

6. Access to Rich Business Features: 

A cloud telephony system offers business-friendly features like real-time analytics, call schedulers, and post-call surveys. The solution includes IVR, missed call services, and voicemail drops—plus bulk SMS automation for sending out mass messages. 

These features can automate your business processes, simplifying work that would usually require human intervention.

7. Efficiency in Sales:  

Telephone calls can be made to any number of users in your organisation with a single phone number or extension. You don’t have to buy multiple numbers or dedicated phones for each department. All calls are routed through a single line, saving the money on long-distance and equipment maintenance costs (like new batteries and repairs).

Cloud telephony systems also help improve the efficiency of customer support processes by enabling you to handle customer inquiries from anywhere and at any time through voice messages sent over email or text message services.

The auto-dialer feature of cloud telephony solutions allows sales and support agents to make calls, send messages and leave voicemails automatically. This reduces the time spent on manual work by employees while increasing their efficiency by a substantial amount—everything without affecting productivity!

8. Dependable Security: 

Cloud telephony is one protected technology that will ensure the conversations are safe. It is specific because all the data is hosted in the cloud. When using a traditional telephone, you have to worry about someone hacking into your system. However, cloud telephony already does all of this for you. 

For example, if someone were to hack into an office phone number hosted on your server, they would have access to everything. This could lead to severe problems for any business owner with phone systems or office phone equipment.

Cloud telephony is a powerful tool for businesses looking to expand their customer base. It can help your company grow by helping you reach new customers, increase sales and improve overall customer service. A cloud telephony & IVR system allows you to manage all of your calls in one place— whether they’re coming from mobile phones or landlines.

Here are the applications of the cloud telephony & IVR system:

1. Call Forwarding: 

IVR systems direct all incoming calls, allowing you to decide which ones to answer and when. You can forward calls based on the time of day, day of the week or even if a caller is calling from a specific area code. 

For example, you could set up your IVR system to forward all incoming calls from your home number to your mobile phone during off hours so you’re never caught unprepared. 

Advanced call forwarding features enable you to route calls from customers worldwide to agents who can serve them.

You can route calls from your IVR system to landlines and mobile phones. When you can control how people contact your business, it puts a smile on everyone's face.

2. Surveys and Polls: 

Surveys are a fast and efficient way to get customer feedback, which you can use to improve your business. You can collect survey data at multiple points in the sales or service process—from before the purchase is made until long after your customers have received their orders

Customer surveys allow you to collect real-time feedback, which can be used to streamline your company's processes accordingly. One of the most common touch points is just after a buyer has completed a transaction with you—and that's when it makes sense for your organisation to ask them questions via an automated phone system called Interactive Voice Response (IVR).

IVRs can be used to conduct surveys or gather feedback from customers. Once a buyer agrees to participate in a survey, the IVR can be programmed so that callers who are not satisfied with their service or product—or those seeking follow-up information about an ongoing issue—will be transferred automatically to customer support staff who will have access to your account and other relevant data from your business.

3. Office Calls Routing: 

Because of Voice over IP (VoIP), most companies are implementing an automated voice recognition system that performs the same task as a receptionist: directing calls to the right extension. However, the IVR can be programmed to perform other tasks as well. 

For example, suppose a customer calls about a broken product or service and is transferred to customer support staff. In that case, that staff member will have access to your account and all relevant data right away because of the IVR.

An IVR system is beneficial for companies with a lot of customer-service calls. The software presents callers with a menu that asks them to choose among several options and then ask questions that address each caller's specific needs—and frustrations.

4. Automatic Self-Service: 

Automated self-service, which uses voice recognition technology to allow customers to navigate automated menus and speak directly with an IVR (interactive voice response) system without a human agent, is one of the most efficient ways for companies to improve customer service.

IVR systems can be highly effective at providing customers with information about their accounts, making resolving issues independently easier. The software also helps companies save money by reducing the number of customer-service agents they need to hire.

5. Speech Recognition: 

Speech recognition enables customers to give inputs only by speaking, a feature of advanced IVR systems. Machine learning technology has revolutionised how we interact with our devices and services, making them more human-like and improving customer service.

However, many companies still use manual speech recognition to improve their productivity.

They don't need to key in inputs; they can simply speak into the phone. This feature is beneficial for people who are elderly or on the move—they can dial customer service and get help without having to type anything into their phones.

Customer satisfaction is key. You need to be accessible, efficient, and professional in your communication. That's where Cloud Telephony and IVR software come in. Here's why your business might consider this dynamic duo:

Level Up Your Customer Service:

Say Goodbye to Frustrated Callers: No more endless hold music or getting stuck in the wrong department. Cloud telephony routes calls efficiently, while IVR allows customers to get basic information or reach the right person quickly. This reduces wait times. 

Be There 24/7: Missed calls during off-hours can damage your reputation. IVR ensures someone is "always available" to answer basic questions, take messages, or direct callers to the appropriate voicemail box.

Boost Efficiency and Save Money:

Cut the Cord (and Costs): Cloud telephony eliminates the need for expensive hardware and maintenance fees.You only pay for what you use, making it a scalable and cost-effective solution for businesses of all sizes.

Empower Your Team: Free up your agents from routine inquiries. IVR can handle simple tasks, allowing your team to focus on complex customer issues and provide more personalised service.

Make a Great First Impression:

Project a Professional Image: A well-designed IVR system with clear instructions and professional recordings portrays a sense of organisation and efficiency. This reflects positively on your brand image.

Stay Flexible and Adaptable: Cloud-based solutions allow you to adapt your communication system as your business grows. Need to add more lines or features? It's a breeze with cloud telephony.

In a nutshell, Cloud Telephony and IVR software work together to create a win-win situation. Your customers get the fast, efficient service they expect, and your business saves money and operates more smoothly. It's a powerful combination for success in today's competitive market.

Cloud telephony is implemented using a Voice over Internet Protocol (VoIP) service provider. Calls are routed through the remote servers at the VoIP provider’s data centre and not in the office premises. 

All telephony functions, including SIP (Session Initiation Protocol) Trunking and PRI (Primary Rate Interface) lines, along with routing/switching capabilities, are handled on cloud computing systems.

By outsourcing its cloud-based phone system, the business is saving on installation and maintenance costs. Employees can access virtual numbers through their personal mobiles or computers instead of a dedicated landline.

If a customer calls, the call can be routed according to your predetermined system. Depending on their needs, the callers may get routed directly to an employee’s phone or voice mailbox.

Cloud Telephony and IVR software offer a powerful communication solution, but with so many options on the market,choosing the right fit can feel overwhelming. Here's a roadmap to guide your search:

1. Assess Your Needs:

Business Size and Structure: Consider the number of employees, call volume, and departments requiring phone support.

Features and Functionality: Identify features crucial for your business, such as call routing, voicemail transcription, video conferencing, or CRM integrations.

Budget: Determine how much you're comfortable spending on a monthly basis. Cloud telephony is typically subscription-based, with costs varying depending on features and usage.

2. Research and Compare Providers:

Read Reviews and Industry Reports: Look for reputable sources that evaluate cloud telephony and IVR software providers.

Shortlist Potential Vendors: Based on your research, create a shortlist of vendors that seem to align with your needs and budget.

Check Free Trials and Demos: Many providers offer free trials or demos, allowing you to test-drive the software and see if it's user-friendly for your team.

3. Ask the Right Questions:

Scalability: How easily can the system accommodate future growth in your business?

Security and Reliability: Inquire about the provider's data security measures and uptime guarantees.

Customer Support: What level of customer support is offered? Is it readily available and helpful?

Integration Capabilities: Can the software integrate with your existing CRM or other business applications?

4. Consider the IVR Features:

Ease of Use: An intuitive IVR system is essential for a positive customer experience. Ensure the call menus are clear, concise, and easy to navigate.

Customization Options: Look for software that allows you to customise greetings, menus, and prompts to reflect your brand voice and specific needs.

Reporting and Analytics: Data insights are crucial for measuring IVR effectiveness. Choose a system that provides reports on call volume, menu selections, and areas for improvement.

5. Negotiate and Finalise:

Don't be afraid to negotiate: Once you've chosen a vendor, discuss pricing and contract terms to ensure you're getting the best possible value.

Read the Fine Print: Carefully review the contract before signing, paying close attention to any hidden fees or limitations.

Cloud telephony and IVR software are investments in your business communication. By taking the time to research, compare, and ask the right questions, you'll be well on your way to finding the perfect solution to enhance your customer experience and improve your overall operations.

Cloud telephony and IVR software offer a powerful communication combo, but the setup process might seem daunting at first. Here's a breakdown to guide you through the initial steps:

1. Gearing Up:

Account Creation: Once you've chosen your cloud telephony provider, sign up for an account and follow their instructions. This typically involves creating a user profile and selecting a phone number (you can often port your existing number).

Software Installation: Some providers offer downloadable software for your computers or phones. Others are entirely web-based, eliminating the need for additional installations.

2. Configuring Your Cloud Telephony System:

Dashboard Navigation: Familiarise yourself with the provider's online dashboard. This is where you'll manage all aspects of your cloud telephony system.

Call Routing: Set up call routing rules to direct incoming calls to specific departments, agents, or voicemail boxes based on time of day, caller ID, or other criteria.

Extension Management: Assign unique extensions to your team members, allowing callers to reach them directly.

Features and Integrations: Explore the available features offered by your provider. You might be able to enable voicemail transcription, call recording, or integrations with your CRM software (Customer Relationship Management).

3. Building Your IVR System:

Scripting and Menu Design: This is where you plan the IVR's interactive voice prompts and menu options. Keep it clear, concise, and user-friendly.

Recording Prompts: Record your greetings, menu options, and instructions using a professional tone or utilise text-to-speech options if available.

Menu Navigation: Set up the call flow within your IVR system. This involves defining how callers move through the menu based on their keypad selections. For example, pressing "1" for sales or "2" for technical support.

Testing and Refinement: Test your IVR system thoroughly to ensure it functions smoothly and directs callers to the desired destinations. Make adjustments as needed.

Additional Tips:

Consult the Provider's Resources: Most cloud telephony providers offer extensive online resources, user guides,and video tutorials to guide you through the setup process.

Seek Support: Don't hesitate to reach out to your provider's customer support team if you encounter any difficulties during setup. They can answer your questions and walk you through troubleshooting steps.

Setting up cloud telephony and IVR software can be a breeze with proper planning and clear communication with your chosen provider. By following these steps and leveraging available resources, you'll be well on your way to a streamlined communication system that empowers your business and delights your customers.

Both IVR (Interactive Voice Response) and Auto-Attendants are technologies used in phone systems to manage incoming calls. But while they share some similarities, there are key differences to consider when choosing the right solution for your business.

The Auto-Attendant: Your Basic Call Router

Think of an auto-attendant as a digital receptionist. It greets callers with a pre-recorded message, typically offering a menu of options to direct them to the appropriate department or extension. Here's what auto-attendants excel at:

Basic Call Routing: They efficiently route calls based on caller selections using a keypad or voice commands like "Sales" or "Support."

24/7 Availability: They provide a consistent message and routing function, even outside of business hours.

Simple Setup and Use: Auto-attendants are generally easy to set up and manage, often requiring minimal technical expertise.

However, auto-attendants have limitations:

Limited Interaction: They can't handle complex interactions. Callers are restricted to predefined options.

No Data Collection: They can't gather information from callers beyond basic keypad selections.

Limited Personalization: The experience can feel impersonal, offering a one-size-fits-all approach.

The IVR: A More Interactive Call Experience

An IVR takes call routing to the next level. It offers a more interactive experience, allowing callers to navigate through a menu using voice commands, keypad selections, or even speech recognition technology. Here's what IVR systems bring to the table:

Advanced Call Handling: IVR can handle complex interactions, such as collecting account information, directing callers based on specific criteria, or even processing simple transactions like bill payments.

Data Collection Powerhouse: IVR systems can gather a wider range of information from callers, streamlining processes and personalising the call experience.

Enhanced Customer Experience: With features like speech recognition, IVR can offer a more natural and efficient interaction for callers.

However, IVR systems also come with some drawbacks:

Complexity: Setting up and managing an IVR system can be more complex than an auto-attendant, potentially requiring some technical knowledge.

Potential for Frustration: A poorly designed IVR with unclear menus or unresponsive voice recognition can lead to frustration for callers.

Businesses can use cloud telephony across all industries, including retail, healthcare, restaurants, etc. Investing in cloud-based software makes sense if you want to expand your business operations with minimal upfront costs and high-quality service delivery at low cost by leveraging technology expertise available with third-party vendors or internally within your organisation.

Here are the top 5 cloud telephony software in India,

1. Exotel

Exotel is the only cloud telephony company in India that offers unlimited channels, allowing you to set up your own IVR menus without 3rd party assistance.

With Exotel’s “Call Recording” feature, you can record participants in a call separately. You can use it to: 

• Assess call quality, speech-to-text transcription, straightforward conflict resolution, and more. 
• Keep track of their customers better by getting customized call statistics for their customer interactions (company/group/individual agent-level details) into ready-to-present reports. 

2. YOCC

YOCC is a cloud telephony software that provides a complete solution for small to mid-sized businesses. Its features include:

• Quantify revenue from each ad channel
• Monitor live or recorded calls to ensure that calls between agents and customers follow high customer service standards.
• View call analytics and agent-specific call reports getting insights about inbound calls.

3. MCube

MCube is another cloud telephony software that enables businesses to integrate with CRM software for lead generation, tracking, and routing. 

• It also allows you to offer a business helpline number and manage it with multiple customer service executives.
• You can also use the software as a call recording tool to record your calls and provide better customer service. 

MCube integrates with most of the available CRMs, so you don’t have to worry about switching systems.

4. Knowlarity Smart IVR

Knowlarity Smart IVR is a cloud telephony software that allows you to create a virtual call centre over the internet. It is a multi-channel platform, which means one platform for all communication channels.

• You can integrate it with various CRMs, such as Salesforce and Microsoft Dynamics, as well as your own custom made applications. 
• It has an inbuilt customer database management system (CDP) with advanced search options like multiple criteria searches, voice based searching etc., allowing you to search across all data fields at once. 

5. MyOperator

MyOperator lets you greet customers with a voice message and helps them register their query through the IVR menu. The call is routed to the relevant agent or department.

MyOperator app tracks and records the call. After the call is cut, you can use the MyOperator login to schedule follow-up calls and get all call details stored on the cloud, like the recording, caller location, call timing, agent who responded, etc.

While there's no single price tag for cloud telephony and IVR software in India, the cost depends on features, users, and call volume. 

• Basic cloud telephony plans can start around ₹1,250 per user per month, while feature-rich options with advanced functionalities can reach ₹2,500 or more. 
• IVR systems might be included in your cloud telephony plan, but standalone solutions with advanced capabilities can cost ₹1,500 to ₹4,000 per user per month. 

To get an accurate quote,talk to potential providers and discuss your specific needs. They might offer bundled packages with cloud telephony, IVR,and other features at a discounted rate.

The cloud telephony and IVR software landscape is brimming with innovation. Here are some key trends to watch:

AI Integration: Artificial intelligence is transforming IVR systems. Expect advancements in speech recognition,allowing for more natural and efficient interactions. Imagine an IVR that understands complex questions and routes callers seamlessly.

Focus on Customer Experience: The spotlight is on creating a positive customer experience. Look for IVR systems with features like self-service options, personalised greetings, and real-time call analytics to identify and address pain points.

Cloud-Based Everything: The trend toward cloud-based solutions continues. Expect further simplification in setup and management of both cloud telephony and IVR systems, making them even more accessible to businesses of all sizes.

Data-Driven Decisions: Businesses are leveraging data to optimise their communication strategies. Cloud telephony and IVR systems with robust reporting and analytics will be crucial for understanding call flows,identifying bottlenecks, and improving overall efficiency.

Integration with Business Applications: Expect seamless integration between cloud telephony, IVR, and other business applications like CRM (Customer Relationship Management) software. This will create a more unified communication experience and streamline workflows.