Category: Voice

  • What is Cloud Telephony and Why Should I Use It?

    What is Cloud Telephony and Why Should I Use It?

    Cloud telephony (or cloud calling) is a phone service that works over the internet instead of physical phone lines. A cloud provider can offer telephony services on their technology and infrastructure, as a managed service.

    How Does Cloud Telephony Work?

    Cloud telephony works by turning your voice into digital data that travels over the virtual network. Here’s a simple breakdown of the process:

    1. Making a Call: When you make a call, your voice is captured by your device (like a phone or computer).
    2. Converting Data: Your voice is turned into digital data using SIP* and sent over the internet to the cloud telephony provider.
    3. Routing the Call: The provider sends the call to the person you’re calling through its servers.
    4. Receiving the Call: The person’s device converts the digital data back into voice, and the call is complete.

     

    SIP, Briefly Explained.

    Previously, calls required copper cables, dedicated circuits and other physical connections to reach the public network. A company with hundreds or thousands of calls a day would have a large monthly expense for telephony. SIP works on both wired and wireless cables, which means it can make calls over the internet without physical connections. This makes installations and usage overall easier and cheaper.

     

    SBC, Briefly Explained.

    A Session Border Controller (SBC) is like a gatekeeper for SIP and other VoIP protocols. It manages real time communications and protects calls with security features such as firewalls, protection, and encryption. Businesses need reliable communications solutions; SBCs also make sure calls are high-quality and not prone to lagging.

    Read about Session Border Controllers as a Service here, or learn about our native service SBCaaS.

    Both SIP and SBCs can be completely virtual solutions, minimizing cost for scale by a significant amount.

     

    Benefits of Cloud Telephony

    Cloud-based phone systems have many advantages over traditional phone systems. Here are some key benefits:

    1. Cost Savings: You don’t need to buy and maintain expensive hardware, saving cost significantly.
    2. Easy to Scale: As your business grows, you can easily add more users and features without needing new equipment.
    3. Mobility: You can use the phone system from anywhere with an internet connection, perfect for remote or hybrid work.
    4. Full Features: Phone features like call routing, voicemail to email, automated attendants, and integrations with other apps are available.
    5. Reliability: Since everything is stored online, there’s less risk of downtime, making the system more reliable.

     

    Integrations with Unified Communication

    Another advantage of cloud telephony is its use with popular unified communication platforms like Zoom and Microsoft Teams 365. By integrating telephony with these platforms, teams can enrich and optimize the way they communicate internally and with customers.

    1. Transition between calls, videos and meetings. Telephony with UC takes full advantage of features you can find on your device. You can move from a phone call on your business number, to a video conference with one click while staying on the same app. Teams gain easier access to their communication tools.
    2. Bring data from other platforms. Besides flexible and intuitive tools to communicate, users can also integrate their telephony and UC directly to other apps. This includes CRM, inventory, and project management to enhance digital workspaces.
    3. Data handled by platform. Most platforms have built-in compliant data practices to serve even heavily-regulated industries, such as finance and healthcare. But businesses can also reach out to providers to further fortify their data handling protocols. For example, CallCabinet offers secure call recording solutions that help large businesses keep their checks and balances.
    4. Centralise your IT management. IT administrators can have more control over the business’ communications. Dashboards significantly reduce complexity, allowing administrators to manage phone numbers, call routing, permissions and other settings in one place.

     

    Choosing a Cloud Telephony Service

    Cloud telephony is a leap forward in communication technology, offering businesses a flexible, scalable, and cost-effective solution. By understanding what cloud telephony is and how it works, businesses can improve their communication systems and boost productivity. Embrace the future of communication with cloud telephony and enjoy its many benefits.

    You should choose a cloud telephony service that’s reliable, easy to scale, has the features and integrations you need. A provider with cloud-based services will fit your business needs and can grow with you.

  • 4 Benefits of Integrating Cloud Telephony and SaaS

    4 Benefits of Integrating Cloud Telephony and SaaS

    Cloud telephony refers to the delivery of voice communication services over the internet. When integrated with SaaS platforms like Microsoft Teams, Zoom or any other platform of your choice, it creates a unified communication system that’s cloud-based, future-proofed and flexible for many different roles and use cases.

     

    1. Full-functionality available anywhere.

    Because these solutions can be deployed almost completely virtually (meaning minimal on-site installation required), enterprises can work with their dedicated IT teams to build a communications’ system that’s as unique or as simple as necessary.

    With the right access to global network availability and enterprise pricing for software, companies can fully take advantage of a high-performing network and work on the best the industry has to offer in work tools.

    When it comes to cloud efficiency, here are some of the perks:

    • Real-time updates and synchronization: All your conversations updated in real-time, keeping everything current and accurate.
    • Simplified communication processes: All your tools in one place or device, making communication a breeze.
    • Enhanced tracking and management capabilities: All your call logs neatly organized in one place, making tracking and managing interactions a cinch.

    For example, a sales team using Salesforce can benefit from cloud telephony integration by having call logs automatically updated in the CRM. This ensures that all interactions are recorded and accessible in real-time, which enhances tracking and management capabilities.

     

    2. Enhanced Collaboration

    Let’s dive into team collaboration. Integrated communication tools can do wonders here. With cloud telephony baked into SaaS platforms, employees can effortlessly switch between voice calls, video conferences, and instant messaging without ever leaving the app.

    Key benefits of enhanced collaboration include:

    • Reduced friction in collaboration: Moving smoothly between calls, chats, and meetings, enriching experiences for remote collaboration.
    • Maintaining traditional identities: When combined with cloud telephony, providers can offer you the option of retaining your well-known business numbers so you can use it as one with your collaboration suite.
    • Expanding geographically: Standardizing communication platforms and business numbers is applicable across the world, making management and compatibility easier.

    Consider a project team spread across multiple locations. By using an integrated solution like Microsoft Teams with embedded telephony, team members can quickly jump into a call or video meeting from a chat thread, share documents, and collaborate in real-time. This reduces the friction of switching between tools and fosters a more cohesive working environment.

     

    3. Enhanced Customer Service

    Digital collaboration suites have expanded to include functionalities that support more than just internal teams. Integrating telephony solutions with customer service platforms can significantly enhance customer interactions. Cloud telephony enables features like automated call routing, real-time analytics, and integration with CRM systems, which streamline customer support processes.

    Key strengths of enhanced customer service include:

    • Automated call routing: Get customers to the right department faster, reducing wait times.
    • Omnichannel solutions: Manage touchpoints within an integrated-platform system, making tracking and engagement management easier
    • Real-time analytics: Use up-to-the-minute data to improve decision-making and service.
    • Integration with CRM systems: Seamlessly pull up customer details for a more personalized touch.

    For example, a customer service team using a platform like Zendesk with integrated cloud telephony can see customer details and interaction history as soon as a call is received. This allows for more personalized and efficient service, improving overall customer satisfaction.

     

    4. Cost-Efficiency

    These smart combinations between cloud solutions can be pathways to significant savings. Traditional systems need hefty upfront investments in hardware and constant maintenance. And cloud wastage puts companies in a complex solution where management must find the delicate balance between accessibility and agility.

    With a cloud solution that’s made to fit your business requirements, companies can right-size slashing those capital cost.

    The cost-efficiency of cloud telephony includes:

    • Reduced capital expenditure: Let your current hardware age out as you transition to a cloud-based, minimal hardware solution
    • Subscription-based model: Pay as you go, giving you financial flexibility.
    • Optimized resource usage: Streamline your tools into one platform and watch efficiency soar.

    Additionally, resource optimization is a key benefit. By consolidating communication tools into a single platform, businesses can eliminate redundancy and improve efficiency. This not only reduces costs but also simplifies IT management and support.

    The integration of cloud telephony with SaaS platforms offers numerous benefits for businesses. From seamless communication and enhanced collaboration to scalability, cost-efficiency, and improved customer service, these integrated solutions are essential for modern business communications. Embracing these technologies can give businesses a competitive edge in today’s dynamic market.

  • Voice Enablement in Microsoft Teams: Tips and Tricks for Enhanced Collaboration

    Voice Enablement in Microsoft Teams: Tips and Tricks for Enhanced Collaboration

    Microsoft Teams is a powerful collaboration tool that enables team members to work together seamlessly, regardless of their location. One of the key features that make Teams a complete collaboration solution is its Voice Enablement capabilities.

    With Microsoft Teams Phone, users can make and receive calls, manage voicemails, and leverage a range of advanced call-handling features, all from within the Teams app. In this article, we will explore some tips and tricks to help you get the most out of Teams Voice Enablement and enhance your collaboration experience.

     

    Set Up Teams Phone for Maximum Productivity

    Setting up Teams Phone is easy, but there are a few best practices that can help you work more productively. First, ensure that your audio and video settings are correctly configured, especially if you’re using a headset or other external devices.

    Next, set up voicemail, call forwarding, and other call-handling options to ensure you never miss an important call.

    Finally, use the Teams Phone app to manage your contacts and dial numbers more efficiently.

     

    Use Teams Phone for Conference Calls and Meetings

    Teams Phone is not just for one-on-one calls; it’s also a powerful tool for conference calls and meetings. When scheduling a meeting, include the phone number and conference ID so that participants can join using a traditional phone.

    Teams Phone also allows you to dial into a meeting from your mobile phone, making it easy to stay connected when you’re on the go.

     

    Leverage Advanced Features to Streamline Your Workflow

    Teams Phone offers a range of advanced features that can help you work more efficiently. For example, auto-attendants can be used to route calls to the appropriate person or department, reducing the need for manual call handling.

    Call queues allow you to manage high call volumes and ensure that calls are answered in the order they are received.

    And interactive voice response (IVR) systems can be used to provide callers with a menu of options to help them reach the right person or get the information they need.

     

    Integrate Teams Phone with Other Business Applications

    Teams Phone can be integrated with other business applications to further streamline your workflow. For example, you can use Power Automate to create automated workflows that trigger based on specific call events, such as missed calls or voicemails.

    You can also integrate Teams Phone with your customer relationship management (CRM) software to ensure that all customer interactions are captured and tracked.

     

    Customize Your Call Routing and Queuing

    Teams Phone allows you to customize call routing and queuing options to fit your business needs. For example, you can set up rules to route calls to specific departments or individuals based on the caller’s location or language preference. You can also configure call queues to include custom greetings, hold music, and estimated wait times.

    By customizing your call routing and queuing options, you can improve the customer experience and reduce the time and effort required to handle incoming calls.

     

    Use Teams Phone to Collaborate with External Stakeholders

    Teams Phone allows you to make and receive calls from external phone numbers, which makes it an ideal tool for collaborating with customers, partners, and other stakeholders outside of your organization.

    You can use Teams Phone to share information, coordinate projects, and resolve issues in real time, regardless of the location of the participants. By leveraging Teams Phone for external collaboration, you can improve communication, streamline workflows, and enhance your overall business relationships.

    Voice Enablement is an essential aspect of Microsoft Teams that can help enhance collaboration, productivity, and efficiency. By following the tips and tricks outlined in this article, you can take advantage of the full range of Teams Phone capabilities and improve your collaboration experience.

    Whether you’re working remotely, on the go, or in the office, Teams Phone is a versatile tool that can help you stay connected and work more effectively.

     

  • 2024 Outlook in Cloud Communications: AI’s Impact in Three Areas

    2024 Outlook in Cloud Communications: AI’s Impact in Three Areas

    “It is not the strongest that survives; but the species that survives is the one that is able best to adapt and adjust to the changing environment in which it finds itself.”

    Charles Darwin, “Origin of the Species”.

    As 2024 begins, all of us can take inspiration from Darwin’s observation. In this era of hyper-change, if we skilfully adapt, we have a good chance of thriving – and enjoying the process. After all, collectively, we face the most dramatic and consequential changes in human history (economic uncertainty, AI, war, political upheaval, and climate change). Darwin’s “changing environment” is clocking at a pace like no other. Despite everything, some industries and technologies, like cloud-native business communication platforms (or cloud communications platforms) for instance, steadily continue to adapt and evolve. 

    AI and ChatGPT appeared all of a sudden, or so it seemed. But in fact, AI has been evolving for decades out of the mass consumers’ spotlight. Then it arrived; a powerful technology like no other. Our first seemingly self-aware companion, offering up answers tirelessly in response to our endless queries. And beyond the hype cycles and buzz about AI, businesses worldwide will continue to focus its impact on three crucial areas of their digital communications deployments. Those are bolstering security, ensuring regulatory compliance, and delivering a seamless customer experience (CX). 

    These three areas are not just individual goals but intertwined elements that will collectively shape the future of cloud-native communications platforms. 

     

    Security: The Unwavering Pillar of Cloud Communications 

    In the era of rampant cyber threats, security remains a top priority for cloud communications providers and adopters. This coincides with the rise of remote and hybrid work, which have increased security threat levels significantly. 

    According to a report by Cybersecurity Ventures, cybercrime damages are projected to cost the world $9.5 trillion annually by 2025, making security risks an existential threat to businesses and organizations. And, with the widespread use of multi-channel communications and its high volume of video, voice, text, and whiteboard communications, digital cloud systems must address its relative challenges. 

    Cloud communications solutions will continue to incorporate advanced security tools like end-to-end encryption, multi-factor authentication, and AI-powered threat detection systems. AI – powered by machine learning (ML) and natural language processing – are becoming a critical part of advancing and improving security, and compliance platforms, according to an article in UC Today. 

    Below are some of the ways innovative platforms are elevating security: 

    • Data Encryption: Optimizing encryption methods with AI based on the type of data and its usage patterns, and automating the complex process without manual intervention or performance compromise. 
    • Data Loss Prevention (DLP): Utilize machine learning to predict potential data breach scenarios by analyzing patterns in data usage and access. 
    • User Access Controls: Advanced systems can use AI to analyze user behaviour to identify deviations from normal patterns, enhancing security by detecting potential threats or compromised accounts.

    The UC Today article also mentions quantum cryptography as a valuable emerging technology, as it introduces the most sophisticated encryption to date, safeguarding data transmissions against advanced threats. 

     

    Compliance: Steering Through Regulatory Landscapes 

    Compliance with regulatory standards such as GDPR, HIPAA, and various national privacy laws is a significant challenge for cloud communications providers. 

    Consider the $1.8 billion (US) fines against Wall Street firms in 2022 for failure to abide by compliance regulations. The trend continued in September 2023 when the U.S. Security Exchange Commission (SEC) fined five broker-dealers $79 million for “failures to maintain and preserve electronic communications in violation of federal laws.” 

    As these regulations evolve, and they evolve quickly and constantly, cloud communications providers must adapt and even future-proof compliance to avoid penalties and maintain customer trust. 

    Here’s how cloud communications platforms are enhancing their compliance tools with AI, machine learning and automation: 

    • Archiving and Record-Keeping: Classify and index records with AI, and using the same system for quick retrieval based on AI assistants. 
    • Compliance with Regulations: Training AI systems to update to the latest regulatory changes and automatically adjust as needed. Teams can also utilize machine learning for ongoing risk assessments and ensure the compliance standards of data handling. 
    • Audit Trails: Utilize machine learning to sift through vast amounts of log data to identify patterns, anomalies and other signs of potential issues. 

    RingCentral, Cisco Webex, Zoom, NICE, Microsoft Teams, CallCabinet and other firms are a few of the many companies that are integrating advanced compliance tools into their platforms. 

     

    Seamless CX: The Holy Grail 

    The quality of customer experience is a measure of how well a company embraces agile processes.  One that deftly adapts to unexpected events – such as the pandemic – will thrive. Consider the pandemic. A Deloitte report indicates that with customers in the pandemic lockdown, omnichannel communications suddenly became the de facto method to enhance customer loyalty, even as restrictions have lifted. Customers demanded it.  They want brands to deliver a consistent, positive experience at every touchpoint. Technology solutions need to align with customer values and anticipate their needs. 

    AI tools have already begun to improve CX on cloud communications platforms. For example, with AI, speech analytics assesses emotional intent, leading to more personalized and effective service.  Leading technology and analytics vendors that provide AI solutions to help companies improve and transform customer engagement and experience include: 

    • Salesforce – Salesforce offers Einstein AI capabilities across its platforms. 
    • Adobe – The Adobe Experience Cloud integrates Adobe Sensei AI engines for capabilities like automated customer journey mapping, and predictive analytics. 
    • SAP – SAP C/4HANA is SAP’s suite of customer experience solutions leveraging machine learning.  
    • Microsoft – Microsoft Dynamics 365 AI uncovers customer insights that help sales, marketing and service teams better align with customer needs. 
    • Verint – Verint offers AI-infused omnichannel customer engagement including areas like journey orchestration, contact centre intelligence, automated quality management and advanced text and speech analytics. 

    The future looks bright with AI. It can enhance and transform CX by understanding language, analyzing unstructured data like customer feedback, recommending relevant offers or information, and even conducting increasingly natural conversations.  

    The push for advanced personalization experiences opens up new disciplines in data and lifecycle management. Within a decade, AI bots could be so powerful that they will help guide a customer through even considerably nuanced dilemmas that require unique solutions.  

     

    Conclusion: Bit by Bit, Things Get Better. Not in Leaps. 

    Cloud communications platforms and solutions will continue improving incrementally,  driven by customer demand, technological innovation, and an ever-demanding customer. 

    As we navigate through 2024, the cloud communications landscape is being reshaped by the collective forces of security, compliance, and seamless CX and enhanced by careful and practical AI innovation.  

    These are not standalone goals but interdependent objectives that must be pursued together for businesses to thrive in the dynamic cloud communications market. As these technologies evolve, they hold the promise of transforming not just communication strategies but the very fabric of customer and business interactions.