BLOG ยป 20 best cloud telephony features for better communication

20 best cloud telephony features for better communication

cloud telephony
  • Effective communication is essential for the success of any business. With technological advancements, communication systems have come a long way, from traditional landlines to modern cloud telephony.
  • Cloud telephony has transformed the way businesses communicate, offering a range of features that can benefit businesses of all sizes. With cloud telephony, you can enjoy features such as Virtual Numbers, automated greetings, and messaging, making communication more efficient and reliable.
  • In this article, we will delve into the top 20 cloud telephony features that can help your business stay connected and enhance the communication process.
  • These features include automated call routing, integration of existing CRM, call recording, and many more. Whether you are running a small office or a large business, these features will help you streamline your communication system, saving you time and resources.
  • If you want to maximize the potential of your cloud telephony setup, this article is for you. So, read on to discover the benefits of cloud telephony and how you can leverage its features to improve your business communication.

1. Dynamic IVR

  • IVR, also known as interactive voice response, is an advanced automated phone system that enables your business to efficiently handle a high volume of calls while providing personalized customer service without the need for live agents.
  • It works by utilizing pre-recorded voice menus that allow callers to interact with the system using their phone's keypad, and it can route calls, provide information on products and services, and even take orders or payments.
  • By utilizing IVR technology, your business can enhance the customer experience by quickly and accurately addressing their needs, minimizing wait times, and increasing efficiency.

2. Intelligent Call Routing

  • Intelligent Call Routing is an advanced technology that empowers your business to elevate customer service and support by directing incoming calls to the most suitable agent or department.
  • This approach significantly reduces wait times, eliminates unnecessary transfers, enhances customer satisfaction, and optimizes operations.
  • By leveraging intelligent call routing, your business can also save valuable time and resources by automatically directing calls to the most qualified agents, based on customer data such as their location and history.
  • Additionally, this technology enables your business to personalize the caller's experience by directing them to the best agent who meets their specific needs and preferences.
3. Advanced Call Analytics
  • Your organization can gain valuable insights into your customers' experiences by analyzing call data and customer interactions, enabling you to better understand your customers and make more informed decisions.
  • Advanced call analytics provide businesses with valuable data on their team performance, which helps identify potential areas for improvement and increase their ROI.
  • By utilizing TeleCMI's advanced analytics tools, businesses can also track customer sentiment and identify trends and patterns in customer behavior, which can proactively address issues and provide a better overall customer experience.
  • With this information, organizations can make data-driven decisions, improve their processes and service delivery, and enhance customer satisfaction and loyalty. By prioritizing customer insights, businesses can achieve a competitive advantage in their industry, as well as increased customer retention and revenue growth.
4. Real-time monitoring
  • Real-time monitoring and analysis of call data and user performance are critical for efficient decision-making, enabling your business to quickly identify and address issues as they occur, resulting in improved customer service and increased productivity.
  • By utilizing real-time monitoring, your business can optimize its operations, reduce costs, and enhance customer satisfaction. It is crucial for businesses to prioritize data-driven insights in real-time as they can provide a competitive advantage in today's fast-paced business environment.
5. Call Conferencing
  • Collaboration is essential for every business, not only with its internal organization but also with its prospects.
  • Call conferencing enables multiple participants to join a single phone call, making communication more efficient and streamlined. Call conferencing is used in business for a variety of purposes, such as conducting interviews, meeting with clients, providing remote employee training, and holding conference calls.
  • It also helps businesses stay connected with their customers, vendors, and other contacts, fostering a productive and collaborative work environment. Moreover, it is a cost-effective and convenient way to communicate with others, making it an indispensable tool for modern businesses.

6. Call Barging

  • The call barging enables your supervisor to listen to active calls between your agents and customers, ensuring that everything goes smoothly.
  • This feature is a valuable tool that enhances the quality of customer service and ensures that customers have a positive experience when interacting with your business.

7. Call Whispering

  • The call whisper feature enables your supervisor to listen and speak to your agent during an ongoing call without interrupting the customer's conversation.
  • This feature is particularly useful for training new employees, allowing supervisors to provide real-time coaching and feedback to improve agent performance.
  • By utilizing this feature, supervisors can provide guidance to agents without the customer's knowledge, which enhances the quality of customer service and reduces the risk of errors or miscommunications.

8. SMS

  • Cloud Telephony Providers like TeleCMI help businesses to send and receive text messages over the internet via SMS (Short Message Service). This cost-effective solution provides a reliable way to connect with customers, clients, and employees through text messaging.
  • Because it uses the internet to send and receive messages, businesses can connect with customers globally using SMS services that are affordable. By utilizing this service, businesses can communicate with customers easily and quickly while tracking customer interactions.
  • Additionally, SMS can be used to distribute promotional messages and gather customer feedback. This versatile service is a cost-effective and convenient way for businesses to stay connected with customers and enhance their customer experience.

9. Auto Dialer

  • Auto dialers are powerful tools used to automate the process of dialing customer or prospect phone numbers, eliminating the need for manual dialing. This feature allows your business to contact a larger number of customers or prospects quickly and efficiently, saving time and increasing productivity.
  • Additionally, auto dialers can be used to send automated messages, such as appointment reminders, promotional offers, and other types of pre-recorded messages.
  • By utilizing auto dialers, businesses can automate their communication processes, reducing costs and increasing efficiency while ensuring that customers receive timely and personalized messages.

10. Custom caller ID

  • Custom caller IDs can be used in a variety of ways, such as displaying your business name, logo, or a unique message when customers call in. Moreover, using a custom caller ID is particularly beneficial for making cold calls, especially when targeting customers in other countries.
  • By displaying a local number or a number that is familiar to the customer, the chances of the call being answered increase significantly. People are more likely to answer calls from numbers that they recognize, so using a custom caller ID can improve call pick-up rates and lead to more successful business interactions.

11. Sticky Agent

  • The Sticky Agent feature has become an increasingly popular way for businesses to improve customer satisfaction, boost team performance, and enhance overall customer service.
  • This feature allows customers or clients to stay connected with the same agent they previously interacted with, creating a sense of continuity and familiarity. If a returning customer contacts your business, the call automatically connects to the same agent who previously assisted them.
  • This eliminates the need for the customer to explain their issue from scratch to a new agent, creating a seamless and personalized experience.

12. CRM Integration

  • Integrating your existing CRM with TeleCMI cloud telephony is a highly effective way to streamline your customer service operations and improve the overall customer experience.
  • By integrating your CRM, you can access all customer data in one place, allowing you to quickly and easily gain valuable insights into customer needs and preferences. This eliminates the need for agents to jump between multiple tabs to access customer data, saving time and increasing efficiency.
  • With this integration, agents can provide personalized and efficient service to customers, resolving issues more quickly and effectively.
  • In addition, integrating your CRM with TeleCMI cloud telephony enables you to automate routine tasks, such as call logging and customer data entry, freeing up time for agents to focus on providing exceptional service.

13. Virtual phone number

  • Virtual Phone Numbers are a cost-effective solution for businesses to manage inbound and outbound calls. They allow easy call forwarding to different departments and employees and create a local presence in multiple locations without having to set up physical offices.
  • With TeleCMI's virtual number service, businesses can easily reach customers worldwide while maintaining a central location, offering flexibility to agents for customer service operations, and the numbers can be easily changed or modified at any time.

14. Click-to-call

  • Click-to-call is an advanced feature that allows staff to quickly connect with leads and customers by clicking a call button on a website, CRM, or app.
  • It improves agent productivity by saving time and eliminating the need to dial a contact number manually.

15. Call Queuing

  • When customers contact your business number and all your agents are busy, they are placed in a call queue and await connection to the next available agent who possesses the appropriate skills to address their call.
  • By using this feature, customers will be able to reach the right agent or department more quickly, reducing their wait time and frustration.

16. Ring Group

  • A group ring is a powerful feature that enables a set of virtual phone numbers to ring simultaneously when a call is made to a specific number or extension. This allows businesses to efficiently distribute incoming calls among different departments, such as sales, support, or other departments, and ensures that callers are quickly connected with the appropriate representative.
  • Ring groups can be configured to ring extensions sequentially, ensuring that all agents have a chance to answer the call, and can also be customized with unique greetings and hold music to enhance the customer experience.

17. Skill based routing

  • The skill-based approach is a highly effective method of routing inbound calls to the most suitable agent, who possesses the necessary expertise and knowledge to address customer queries efficiently.
  • By using this feature, calls are distributed based on the specific skills and experience of the agent, thereby ensuring that customers are connected with the best-suited agent. This results in improved customer satisfaction, reduced call handling time, and increased first call resolution rate.

18. Call Recording

  • Recording both inbound and outbound calls helps in identifying areas that need improvement in your business, as well as maintaining a record for future reference.
  • With recorded conversations, you can train your agents more effectively and improve overall performance. TeleCMI's Business Phone System allows you to record an unlimited number of calls without concerns about storage, as all data is securely stored on their own servers for easy access and backup in case of data loss.

19. Voicemail

  • Utilizing the voicemail feature can help your business demonstrate availability around the clock, ensuring that no prospects or customers miss an opportunity to connect with your team.
  • If agents are unavailable to take calls, customers can leave a voicemail with their inquiries or concerns, allowing your team to respond promptly and efficiently.

20. App-to-app calling

  • Using app-to-app calling can significantly reduce internal communication costs for your business. With TeleCMI's VoIP softphone, your agents can communicate with each other from anywhere for free using VoIP technology, which enables making calls through the internet.
  • This feature not only saves on call costs but also allows agents to make and receive calls on-the-go from their mobile devices or laptops, increasing productivity and flexibility.


  • The advancement of cloud telephony has undoubtedly transformed the way businesses communicate with their customers.
  • The 20 features discussed above, including intelligent call routing, autodialer, and app-to-app calling, can significantly enhance a business's communication and customer service capabilities.
  • If you're looking to implement these features in your business, TeleCMI offers a free trial , allowing you to experience the benefits of cloud telephony without any obligation.

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