How to Find the Best Cloud Telephony Service for Your Business

Introduction

Choosing the best cloud telephony service is crucial for any business looking to enhance its communication infrastructure. With the rapid advancements in technology, cloud telephony offers numerous benefits over traditional phone systems, including cost efficiency, scalability, and a range of advanced features. However, finding the best cloud telephony service that aligns with your business needs can be challenging. In this blog, we will explore the key criteria to consider when selecting a cloud telephony service and provide an overview of some popular options available in the market.

Understanding Cloud Telephony

Cloud telephony, also known as hosted telephony or VoIP (Voice over Internet Protocol), is a phone system that operates over the internet rather than traditional telephone lines. This technology converts voice into data packets and transmits them over the internet, allowing for seamless and flexible communication.

The benefits of cloud telephony are numerous. Firstly, it offers significant cost savings, as there is no need for expensive on-site hardware or maintenance. Secondly, cloud telephony systems are highly scalable, allowing businesses to easily add or remove users as needed. Additionally, these systems come with a host of advanced features such as call routing, voicemail-to-email, and integration with other business tools like CRM systems. As reported by TechReport, the global VoIP market is projected to reach $194.5 billion by 2024, driven by the increasing adoption of cloud-based services.

Key Criteria for Selecting the Best Cloud Telephony Service

Selecting the best cloud telephony service for your business requires careful consideration of several key factors. Here are the most important criteria to evaluate:

Reliability and Uptime

Reliability is paramount for any business communication system. Look for a cloud telephony service that guarantees high uptime, ideally 99.99% or above. Check for reviews and testimonials from other users to assess real-world reliability. A reliable service ensures that your business operations run smoothly without interruption.

Scalability

Your chosen cloud telephony service should be able to grow with your business. Whether you’re a small startup or a large enterprise, the system should allow you to easily scale up or down based on your needs. Ensure that adding new users, extensions, or features can be done effortlessly and without significant additional costs.

Features and Integrations

Evaluate the features offered by each cloud telephony service. Essential features to look for include call routing, auto-attendant, voicemail, call recording, and analytics. Additionally, consider the integrations available with other business tools such as CRM systems, email platforms, and collaboration tools. The more seamlessly your telephony system integrates with your existing workflows, the more efficient your operations will be.

Cost Efficiency

While cost shouldn’t be the only factor, it’s crucial to find a service that offers good value for money. Compare the pricing plans of different providers and see what features are included at each price point. Be wary of hidden fees and ensure that the service aligns with your budget without compromising on essential features.

Customer Support

Responsive and knowledgeable customer support can make a significant difference, especially during setup or if issues arise. Look for providers that offer 24/7 support and have a good reputation for resolving problems quickly. The availability of comprehensive online resources such as tutorials, FAQs, and user guides is also a plus.

Security and Compliance

Security is a critical consideration for any business communication system. Ensure that the cloud telephony service has robust security measures in place, such as encryption and secure data centers. Additionally, check if the provider complies with relevant regulations and standards, such as GDPR for businesses operating in Europe. Compliance ensures that your business data is handled appropriately and legally.

Comparing Popular Cloud Telephony Services

When evaluating cloud telephony services, it’s important to understand the strengths and weaknesses of each option. Here, we compare four popular services: Webex Calling, Teams Phone, RingCentral, and 8×8.

Webex Calling

Webex Calling, developed by Cisco, is a robust cloud telephony solution known for its comprehensive features and seamless integration with other Cisco products.

Features: Webex Calling offers advanced features like call routing, voicemail-to-email, call analytics, and integrations with productivity tools such as Webex Meetings and Microsoft Office.

Pros: High reliability and uptime, excellent security features, and strong integration with Cisco’s suite of collaboration tools.

Cons: The cost can be higher compared to some other providers, and the setup process may be complex for businesses not already using Cisco products.

Ideal Use Cases: Best suited for businesses already invested in the Cisco ecosystem or those needing high security and reliability.

Teams Phone

Teams Phone, part of Microsoft Teams, is a popular choice for businesses leveraging Microsoft 365.

Features: Includes call routing, voicemail, call recording, and seamless integration with Microsoft 365 applications.

Pros: Excellent integration with Microsoft Teams and other Microsoft 365 services, intuitive user interface, and strong security measures. Compatible with Copilot for Microsoft 365.

Cons: Limited to users within the Microsoft ecosystem, and may require additional licenses for certain features.

Ideal Use Cases: Ideal for businesses heavily using Microsoft 365 and looking for an integrated communication and collaboration solution.

RingCentral

RingCentral is a well-known cloud telephony provider offering a wide range of features and integrations.

Features: Comprehensive features including call management, team messaging, video conferencing, and integration with numerous third-party applications.

Pros: User-friendly interface, extensive feature set, and strong integrations with other business tools.

Cons: Higher pricing for advanced features, and some users report occasional customer support issues.

Ideal Use Cases: Suitable for businesses looking for a feature-rich telephony solution with strong third-party integrations.

8×8

8×8 is another established player in the cloud telephony market, known for its global reach and extensive features.

Features: Offers call management, video conferencing, team messaging, and analytics. Integrates with many business applications like Salesforce and Zendesk.

Pros: Competitive pricing, global reach, and a broad feature set.

Cons: User interface can be less intuitive, and some users report challenges with customer support responsiveness.

Ideal Use Cases: Best for businesses needing a global telephony solution with a wide range of features at a competitive price.

By comparing these services, businesses can better understand which option aligns with their specific needs and preferences. While Webex Calling and Teams Phone are excellent for those deeply embedded in the Cisco and Microsoft ecosystems respectively, RingCentral and 8×8 offer strong features and integrations for businesses seeking versatile solutions.

The Importance of Consulting with Technology Specialists

When it comes to selecting the best cloud telephony service for your business, the expertise and experience of technology specialists are invaluable. These professionals can help you navigate the complexities of different telephony systems, ensuring that you choose a solution that aligns with your unique business needs.

Understanding Your Business Needs

Technology specialists start by understanding your specific requirements. They assess your current communication infrastructure, identify pain points, and determine the features that will benefit your operations the most. This tailored approach ensures that you don’t overspend on unnecessary features while missing out on essential ones.

Expertise in System Integration

Integrating a new cloud telephony system with your existing tools and processes can be challenging. Specialists have the technical know-how to ensure seamless integration, allowing your business to continue operating smoothly during the transition. They can also provide training to your staff, ensuring they can make full use of the new system’s capabilities.

Ongoing Support and Optimisation

After the initial setup, technology specialists continue to provide support and optimise the system. They monitor performance, address any issues that arise, and suggest improvements to enhance efficiency and user experience. This ongoing relationship helps your business adapt to changes and stay ahead of technological advancements.

"Emerge Digital took the time to understand our challenges, requirements, and aspirations, then implemented a solution which ticks all of the boxes."

Andrew Ollerenshaw, Managing Partner - Tayntons Solicitors

Client Success Story: Tayntons Solicitors

A prime example of how consulting with technology specialists can benefit a business is the experience of Tayntons Solicitors. Dating back to 1857, Tayntons is one of the oldest law firms in Gloucester. Facing challenges with their outdated on-premise phone system, Tayntons needed a solution that could support remote working and integrate with their existing software.

The Challenge

Before the pandemic, Tayntons relied on a phone system with limited unified communications capabilities. The onset of the pandemic highlighted the system’s shortcomings, as employees struggled to communicate effectively while working remotely. Additionally, the old system’s poor integration features and complex billing model further complicated their operations.

The Solution

Emerge Digital stepped in to design a new, fully cloud-hosted phone system for Tayntons. By using Cisco Webex, Emerge Digital provided a solution that was universally accessible and integrated seamlessly with Tayntons’ existing infrastructure. This new system included features such as call routing, voicemail-to-email, and robust reporting capabilities.

The Outcome

The implementation of the new cloud telephony system transformed Tayntons’ communication capabilities. Employees could now work flexibly from any location, maintaining high levels of service for their clients. The new system also simplified billing and enhanced reporting, providing valuable insights into call volume, wait times, and call durations. Overall, this migration proved to be cost-neutral but delivered significant value in terms of flexibility, efficiency, and user satisfaction.

Conclusion

Choosing the best cloud telephony service for your business involves careful consideration of various factors, from reliability and scalability to features and cost efficiency. While it’s possible to conduct this research independently, consulting with technology specialists can provide significant benefits. These experts offer tailored advice, ensure seamless integration, and provide ongoing support to optimise your telephony system. As demonstrated by Tayntons Solicitors, partnering with the right technology specialist can lead to a successful transformation, enhancing your business’s communication capabilities and overall efficiency.

About Emerge Digital

Emerge Digital is a technology and digital innovation business and Managed Services Provider (MSP) which provides solutions to SMEs that drive efficiency, competitiveness, and profit. Using comprehensive solutions, including outsourced IT support, cyber security, cloud infrastructure, and innovative technologies like process automation, data visualisation and AI – Emerge Digital enables businesses to invest in technology that supports them in achieving their goals.