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Cloud Telephony: A Timely Blessing

Cloud Connectivity is the talk of the town. It is the latest technology that's in vogue. In India, when businesses struggled to find a foothold with the onslaught of the pandemic, cloud technology came to the rescue. It helped organisations survive the rapid changes and weather the storm with remote working, which instantly became the norm.

Cloud Telephony is proving to be a robust and reliable solution that's rendering traditional telephony redundant. It is an intelligent replacement for on-premise PBX systems that require extensive infrastructure like wiring and cables. Here's a quick look at how cloud telephony can help businesses:

Headphone image connected to cloud telephony and receiving many data
  • Allows integration with the existing CRM system to unify data under a single platform.
  • Enables communication with remotely-placed employees at any to give time.
  • Disseminates information to customers via bulk SMS and voice broadcasting.
  • Enables round-the-clock service with automated IVR that works even without agents.
  • Allows data storage on the cloud and enables easy control, access, and management of data.
  • Helps businesses stay alive and well-connected in times of emergency, irrespective of the environmental conditions.

Cloud Telephony comes loaded with a host of tools that make it an omnipotent solution for modern communication. Let's take a look at each tool at its distinctive features.

4 Important Cloud Telephony Tools At Your Disposal

1. Interactive Voice Response or IVR

Cloud IVR is an automated telephony process that uses pre-recorded automated messages and call menus. The IVR system reroutes calls to the preferred agent and eliminates the need for a live operator. Customers can connect with the right department, make payments, etc., without interacting with a live operator.


  • Call barging and call whispering to allow managers to whisper into a live call and guide agents for efficient service.
  • Ability to handle large call volumes.
  • Call identification, segregation, and call routing every single time.
  • Easy integration with CRM applications.
  • Use of voice recognition and DTMF dial tones to guide callers through relevant call flows.

IVR also allows agents to prioritise complex calls that require a high level of personalised attention.

2. Virtual Number

A virtual phone number will not have a physical phone line associated with it, but it can give an impression of having local numbers across the areas of business operations. For example, a business based in India with clients in the USA can have a virtual number in New York or Chicago without maintaining a fixed phone line in these cities. Additionally, when a virtual number is tied to a virtual office, it enables a global presence for the business.


  • VoIP systems, softphones, and cell phones are used to make and receive calls with virtual numbers.
  • Virtual numbers enable number masking to protect the identity of the caller and the recipient.
  • Businesses can use complex passwords to secure their virtual phone systems and receive alerts if any suspicious activity.

3. Toll-free number

Toll-free numbers enable customers to use a free-of-cost communication channel to connect with the business when the need arises. Therefore, it is a convenience and an entity that adds prestige and recognition to a brand or business. Most toll-free numbers in India start with 1800, followed by an easy-to-remember number pattern.


  • Enables the call-forwarding feature that reroutes the call to the agent's number to ensure no missed calls.
  • Enables easy assigning and forwarding of calls to the appropriate department or agent.
  • Toll-free numbers help businesses generate new leads within a short time and help enhance customer support.

4. Bulk SMS

Bulk SMS allows businesses to simultaneously text thousands of customers in a matter of seconds and expect a response from many of them. The tool is a great way to a communication channel for marketing and transactional messages. Unlike emails, SMS's are easy to access. They have a higher open rate than emails because they are concise and easy to read.


  • Allows agents to send pre-written text responses.
  • Bulk SMS can be sent by businesses or agents using the softphone interface of their desktop application.
  • It enables one-way or two-way business texting.

Using bulk SMS increases engagement dramatically and delivers the business message instantly.

Connect With Pulse, India, For Exclusive Cloud Telephony Tools

Pulse unified communications service provider is a highly reputed cloud telephony provider in India. We provide a wide range of cloud-based communication services to businesses of all sizes. To learn more about our cloud telephony tools, contact our team.

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