Vital Features to Consider When Upgrading Your Cloud Phone System


Often, a growing business requires team members to work remotely. Maintaining seamless communication between these employees, clients, and customers can be challenging.

Top cloud phone systems provide performance-enhancing features that boost customer satisfaction, increase productivity, and allow for more effective training. 


A cloud phone system transforms analog voice signals into digital data packets that can be accessed and managed anywhere. This eliminates the upfront costs associated with traditional PBX solutions and provides greater functionality for your team.

One of the most popular features is visual voicemail, which transcribing voicemail messages into text. This enables users to read their messages on the go and saves time spent listening to a message out loud.

Call Routing

Call routing lets you connect callers with suitable agents based on your established criteria. It can be as simple as choosing a department within your IVR.

Other options include allowing customers to leave a message or be transferred to another department if they’re not helped immediately. It also helps you keep track of calls, emails, and website chats in one platform.

Voicemail to Email

Whether on the road or in the office, remote and flexible workers can keep their work flowing and customers happy with voicemail to email. With this feature, new voicemail messages are transcribed into an email that can be read on any device and in any app.

This feature alleviates reliance on limited storage capacity. It also allows employees to send quick replies to callers that their messages have been received, even if they can’t return the call immediately. Read this comprehensive article to learn more about this feature when upgrading your cloud phone system.

Call Analytics

A thriving business requires frequent phone calls, but long-distance expenses quickly increase. A cloud system slashes costs and offers the flexibility you need to scale with your franchise.

Call analytics provides insight into your business call patterns, including times of day and seasons when your team is busiest. This empowers you to make smart decisions and improve customer satisfaction.

Voicemail to SMS

Modern landline systems offer voicemail to text, transcribing the audio into a text message.

A cloud solution also shifts the burden of rolling out new features to your provider, saving you time and money.

Call Forwarding

Callers can ring multiple contacts or devices, including mobile phones. This prevents callers from hearing a busy signal and increases the likelihood that their calls are answered.

With VoIP, businesses can deploy advanced call routing strategies such as skill-based and VIP/relationship-based routing to connect callers with the right agent to offer a personalized experience. This ensures customers are always connected with the help they need, regardless of location or schedule.

Voicemail to Email Integration

Email integration helps you avoid communication silos and ensures you have the correct data when needed. With this feature, you get notifications in your email if you’ve received a new voicemail with the audio file or a transcript attached.

This way, you can read and check the message without jumping from one platform to another. You’ll also have all the context you need to make the caller feel essential and deliver exceptional customer service.

Call Waiting

Call waiting lets users know they have another incoming call and allows them to pick up the new one or place the current one on hold. This feature is ideal for businesses and busy professionals who often have multiple calls going at once.

With this feature, you can manage multiple callers without additional phone lines. 

Call Queuing

Virtual call queues help businesses improve first-contact resolution rates and reduce customer wait times. This is a must-have feature for any company with high volumes of calls.

Call queues allow customers to choose options via their keypad to route them to the right agent. This helps shorten wait times and gives customers peace of mind. It also shows that you value their time.

Call Forwarding to Multiple Numbers

Call forwarding can keep your calls flowing if you’re a busy business owner. This way, you’re not missing out on opportunities, and customers aren’t getting frustrated with a busy signal or unanswered voicemail.

Simultaneously rings incoming calls to multiple devices like a landline and mobile phone. Callers must press a button on the keypad before answering forwarded calls.

This feature promotes a healthy work/life balance for hybrid or remote workers.


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