Cloud telephony is a technique that delivers telephone applications through hosted voice services over the internet rather than traditional phone systems. It provides benefits such as zero capital costs, easy setup, scalability, real-time analytics and flexible staffing. Leading providers of cloud telephony like Exotel offer features including parallel ringing, missed call solutions, call center software and CRM integration to help businesses improve efficiency and customer experience. While most providers offer similar core calling features, they differ in pricing structures, support options and capabilities like messaging platforms.

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BY
ABHINANDAN KUMAR
Cloud Telephony

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3. INTRODUCTION
Cloud telephony is a technique used to deliver
telephone applications on the cloud as a hosted
solution. It is a messaging and voice service that does
not require traditional business telephone systems
such as PBX or EPBAX.
Hosted by Service Provider.
Accessible on Public Internet.
Cheap and hence affordable.
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4. Why Cloud Telephony?
 It’s not only a call, it’s a business.
 Zero Capital Expense
 Easy setup & ready to use in no time
 Flexible Staffing
 Any no. of Representative
 Track, Monitor & measure the performance
 Real Time Dashboard
 Scalable solution
 Report Analytics
 Unified No.
 Omnichannel Communication(Chat, Call, SMS, Social Media etc.)
 Forwarded Mobile no. (8888888888)
 Many other features like IVR, call center setup, call recording, virtual number, call
forwarding, analytics, Anonymous call rejection, Authentication etc.
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5. Why Cloud Telephony?
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6. BENEFITS OF CLOUD TELEPHONY FOR BUSINESS
Small Business
 A minimum subscription charge allows small businesses access call center
level features to ensure better efficiency and customer experience.
 These services can be started on a traditional phone, mobile or a computer
system i.e. desktop, laptop or tablet.
 Call Recordings and analytics - Small business owners get access to
advanced analytics to improve their workforce planning. And can monitor
their agents in real time from anywhere.
 IVR - Greet customers and divert to the right staff or even offer self-service
using modern IVR tools & improves productivity & experience.
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7. BENEFITS OF CLOUD TELEPHONY FOR BUSINESS
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Enterprises
 CRM Cloud telephony easily integrates with all web based CRM and ticketing
solution.
 Reporting & Analytics: Full feature solution providers give detailed call analytics and
reports , which help in business decisions.
 Distributed Call Center: Businesses can manage distributed call centers across
multiple places from a centralized location.
Easy to upgrade: A legacy Call Center Solution is inflexible and complex to upgrade,
but Cloud solution up-gradation is taken care by the service provider.

8. WORKING OF CLOUD TELEPHONY
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It works via two networks
PSTN - Many countries do not allow mixing of IP and
PSTN calls like India and Middle East countries. These
countries use PSTN based cloud Telephony solution.
IP - The cloud telephony services are delivered via
internet. Some countries such as Untied States have
internet linked calling or are VoIP enabled, for
providing Cloud Telephony services.

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PSTN BASED CLOUD TELEPHONY
PSTN BASED CLOUD TELEPHONY
1. Traditional PBX Solution 2. Cloud Telephony Solution

10. HOW CLOUD TELEPHONY WORKS
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11. HOW EXOTEL WORKS
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BENEFITS OF INTEGRATING CRM WITH
CLOUD TELEPHONY
Call directly from CRM
Get customer information before calling
Record the calls and get the details
Get Detailed call analytics
Some of the CRMs are Freshdesk, Zoho, Salesforce,
Kapture, Microsoft Dynamics, Sugar CRM, Zendesk etc.

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LEADING COMPANY IN CLOUD
TELEPHONY
• Exotel
• Microtel
• Ozonetel
• Knowlarity
• MyOperator
• Solutions Infini
• VoiceTree

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FEATURES PROVIDED BY
EXOTEL
Parallel Ringing
COD Verification
Phone Number Masking
Missed Call Solution
Call Center Software
Automated Surveys and Feedback
Automated delivery rescheduling
Customer Connect etc.

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1. PARALLEL RINGING
Parallel Ringing: enables businesses to automatically redirect incoming calls to all the
agents at the same time.

17. 2. MISSED CALL SOLUTION
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Support Offered To Customers
Cloud Telephony Industries allow
customer support through all the different
possible channels like Phone, Email,
User Manual, Forum, Chat, Twitter &
other Social Media.

20. COMPARISION
• Most of the features are same like Single Access Number, API Integration, Call
Logs, Call Recordings, Call Routing , Caller ID, CRM Integration,
Customizable Welcome Greeting, Inbound Reporting, Outbound Reporting,
Internal Call Transfer, IVR and Dial Groups, Lead Management , Mobile App,
Multi User login & Roll based access, Multiple Simultaneous Calls, Text-to-
Speech, Toll Free Number etc. though some of the differences are:
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Features Exotel Knowlarity Solutions Infini
(Kaleyra)
Founded 2011 2009 2009
Complete
Messaging Platform
Y N Y
Custom Sender ID Y N Y
Smart Call Tracking N Y Y

21. Features Exotel Knowlarity Solutions Infini
(Kaleyra)
SMS Y N Y
Voicemails N Y Y
IPhone/IPad N Y N
Rates Cheap Costly than Exotel Same as Exotel
Free Trial 15 Days 7 Days NA
Call Queuing Y N Y
Payment Half Yearly & Yearly Monthly Yearly
Desktop Platforms Web App Web App Web App, Windows
& Macintosh
Support Email, Phone,
Twitter, Chat
Email, Phone, Chat Email
Typical Customer Start ups, Small
Business & Large
Enterprise
Start ups, Small
Business & Medium
Business
Startups, SMEs,
Agencies,
Enterprises
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COMPARISION

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