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6 Key Considerations To Pick the Right Cloud Telephony System

11 min read
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The usage of cloud telephony systems has been on the rise, and for good reason - such a software can provide multiple benefits for companies who deal with inbound and outbound calling. This system works by using your internet or broadband connection instead of the usual wire-based systems.

A study done by Transparency Market Research shows that the global market for cloud telephony services will grow by 17.2% by the year 2023.

Cloud telephony is offered as a seamless integration with your Customer Relationship Management software so that your complete business phone system is shifted to cloud communications. This means that your cloud-based CRM telephone integration is hosted in a data centre and all the calls made or received will be routed through cloud servers.

A huge advantage cloud telephony systems have over traditional calling ones is the addition of amazing features such as call recording, auto-dealing, IVR services, call history, unlimited minutes, call recording, and more, without you having to spend extra money on such necessities! 

If you're thinking of using a cloud telephony system for your business, here are some key considerations to think about that can help you pick one. Understand your needs first and only then will you be able to determine which cloud telephony system is best suited to your business. Since there are ample providers for such services and each comes with their own set of features and functionalities, the following points can help you narrow down to the one.

Key Takeaways:

  1. Cloud telephony systems leverage internet-based technology to provide businesses with cost-effective and scalable communication solutions.

  2. By adopting a cloud telephony system, businesses can benefit from cost savings by eliminating the need for on-premises equipment and reducing long-distance calling expenses.

  3. The flexibility offered by cloud telephony enables seamless communication from any location with an internet connection, empowering remote work and enhancing mobility.

  4. Advanced features like call routing, voicemail-to-email transcription, and CRM integrations enhance productivity, streamline workflows, and improve customer experience.

  5. Cloud telephony systems are highly reliable, with secure and redundant servers ensuring minimal downtime and uninterrupted communication.

  6. The integration capabilities of cloud telephony systems allow for seamless connections with other business applications, optimizing efficiency and providing a unified communication experience.

  7. Maintenance and management of cloud telephony systems are simplified, with service providers handling updates, security, and technical support, freeing up valuable time for businesses to focus on their core operations.

Table of Contents:


Whether your employees work remotely, at multiple sites, or in the same office space, collaboration between them is the glue that holds the company together. Advanced collaboration tools for telephony include features like web conferencing and file-sharing, used between employees as well as to collaborate with customers.

The cloud telephony service you choose must provide the needed tools for quick and easy interaction with your customers as this impacts customer service and communication.

Main features and core functionality

If you know exactly what you require for your business, choose a cloud telephony solution that comes with all the functionalities required to carry out your day-to-day business. For instance, if your business requires a call screening service, find a solution that has a similar feature. 

All cloud telephony services come with a wide variety of features already included in the package. Look through the services and features offered by different service providers to find one that integrates everything you need in one system.

Easy access and integration

A well-designed and intuitive telephony system will offer seamless integration and use for your business. Switching over to a new system can be confusing, but with intuitive management tools, an easy to use interface, and fully integrated features, it is much easier.

Your new cloud system should work as a one-stop-shop solution along with open APIs for enabling quick integration with third-party apps as well. This is extremely helpful if you want to retain any existing CRM system you are using by combining a hybrid model of cloud services and your existing system.

Protection and resilience

Cloud telephony systems help in reducing the burden of business continuity as well as disaster support. Find out what kind of features the system provides to ensure all your data is protected and available when needed without any hiccups.


Choosing to employ a cloud telephony service is in itself a money-saving proposition, but that does not mean you should pay high or extremely premium prices for such services. What you do need to pay attention to is what kind of charges do they have apart from the upfront application payment.

Ask them about hidden charges, yearly fees, maintenance charges, upgrade costs, and more that can be incurred above and over the initial payment.

Support offered

Finding the right support and solutions while integrating new technology is a must. Make sure to find out about the pre and after-care services provided so that understanding and using the software is easy. Ask questions such as the kind of support rendered, troubleshooting, number of data centres, and more.


In conclusion, selecting the right cloud telephony system is a crucial decision that can significantly impact your business communication. By embracing the benefits of cloud telephony, such as cost savings, scalability, advanced features, and simplified management, you can elevate your organization's productivity and customer experience.

As you navigate the process of choosing the ideal cloud telephony solution for your business, consider leveraging FiveCRM's expertise and comprehensive platform. FiveCRM offers a robust suite of cloud telephony tools designed to enhance your communication capabilities and streamline your operations. With FiveCRM, you can unlock the power of integrated telephony within your CRM system, enabling seamless customer interactions, advanced analytics, and improved collaboration.

Take the next step toward revolutionizing your business communication with FiveCRM. Book a free demo today to explore how our cloud telephony solutions can be tailored to your specific needs. Our team of experts is ready to guide you through the features and benefits of our platform, helping you harness the full potential of cloud telephony for your business success.


Q: What is a cloud telephony system?

A: A cloud telephony system is a communication solution that operates through the internet rather than traditional phone lines. It enables businesses to make and receive calls, manage voicemail, and access advanced features using cloud-based technology.

Q: Why should I consider a cloud telephony system for my business?

A: Implementing a cloud telephony system offers several advantages, including cost savings, scalability, flexibility, advanced features, reliability, improved mobility, seamless integrations, and simplified maintenance and management.

Q: How does a cloud telephony system help with cost savings?

A: Cloud telephony eliminates the need for costly on-premises equipment and maintenance. It operates on a subscription-based model, allowing businesses to pay for the services they need without upfront investments. Additionally, long-distance and international calling costs can be significantly reduced.

Q: Can a cloud telephony system scale with my business?

A: Yes, cloud telephony systems are highly scalable. As your business grows, you can easily add or remove phone lines and adjust features and functionalities to accommodate changing needs, ensuring that the system evolves along with your organization.

Q: What flexibility does a cloud telephony system offer?

A: A cloud telephony system provides flexible communication options. It allows users to make and receive calls from any location with an internet connection, enabling remote work and ensuring seamless communication across multiple devices.

Q: What advanced features are available in a cloud telephony system?

A: Cloud telephony systems offer a wide range of advanced features, such as call routing, call forwarding, voicemail-to-email transcription, auto-attendants, call analytics, CRM integrations, call recording, and interactive voice response (IVR) menus, enhancing productivity and customer experience.

Q: How reliable is a cloud telephony system?

A: Cloud telephony systems are known for their high reliability. They are hosted on secure and redundant servers, ensuring minimal downtime and uninterrupted communication. Service providers also offer robust support and backup systems to maintain system availability.

Q: Does a cloud telephony system improve mobility?

A: Yes, a cloud telephony system enhances mobility by enabling users to make and receive calls from their mobile devices or laptops, regardless of their physical location. This feature is especially beneficial for remote workers, traveling employees, or businesses with multiple office locations.

Q: Can a cloud telephony system integrate with other business applications?

A: Yes, cloud telephony systems often offer seamless integrations with other business applications such as CRM systems, helpdesk software, and collaboration tools. This integration enhances efficiency, enables streamlined workflows, and provides a unified communication experience.

Q: Is maintenance and management of a cloud telephony system complex?

A: No, cloud telephony systems are designed to be user-friendly and require minimal maintenance and management. Service providers handle system updates, security measures, and technical support, allowing businesses to focus on their core operations.

Michael King says...

"I can’t think of a time where a client has requested something that we weren’t able to do with FiveCRM. Unlike most systems, it has a lot of flexibility."

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Managing Director, Senior Response


“Each client, and each of their campaigns, has its own unique specifications. We essentially needed to set up mini CRMs on one platform to meet those requirements.”

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Operations Director, Team Telemarketing

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