Important Cloud Phone Features and What They Do

July 8, 2021

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Your phone system is one of the most critical tools for your business. It enables communication, and with the right cloud-based platform, its features can boost efficiency and productivity. But what cloud phone features should you seek? And how do they work to drive benefits?

We’ll explore these topics, so you have the knowledge you need to make the best decisions for your company.

What Is a Cloud-Based Phone System?

Before we dive into features, you should get to know cloud-based phone systems. They use VoIP (voice over IP), which means they harness the power of the internet, not traditional phone lines. This key difference ensures that such solutions are mobile, flexible, and scalable.

However, not all cloud-based phone systems are the same. Some offer features you don’t want to be without.

Cloud Phone Features Every Business Can Appreciate

In comparing different phone systems, you’ll find many have standard features you’d expect. Others will offer even more. Here’s what you should care most about when it comes to features.

Flexible Accessibility

A phone system that only works in one location doesn’t fit the modern world. It needs to be accessible from a variety of sources. Since you’re using the cloud, this feature is inherent, but you’ll want to ask questions about the flexibility of use.

Specifically, the best functionality for mobility is that the system has apps for your desktop, tablet, or smartphone. Then, users simply need to install the mobile or desktop app to make and receive calls.

Spam Caller Protection

Aggressive telemarketers target business numbers. This can be frustrating and cause productivity interruptions. With spam caller protection, the system can tag these types of calls and either block them or route them to a voicemail.

Call Analytics

Do you need to measure usage and performance relating to phone calls? These metrics are often important for sales or customer service teams. Find a cloud-based phone solution that includes call analytics.

From this data, you can learn crucial insights that allow for better decision-making regarding employee efficiency and customer engagement.

Central Administrator Portal

One of the most useful features of cloud phone systems is that administrators can manage all aspects from one portal. You no longer have to depend on your provider to add users, change settings, augment permissions, or design call flows. Instead, your administrator logs into one portal and can make adjustments on the fly. It makes the administrator’s job much more manageable and offers you complete control over your phone system.

Virtual Voicemail

One of the most loved cloud phone features is virtual voicemail. Accessing voicemail should be easy and not involve calling in to retrieve messages with a pin. Virtual voicemail changes the game, as it automatically transcribes messages and then sends those to users via email. They can also listen to their messages by going into their app. Because users can receive them via email, your employees can forward messages to other colleagues that have the answers to the caller’s inquiry.

Integrations with Other Software Platforms

Integrations with other tools can be very beneficial for your organization. Having the ability to integrate can improve employee productivity and customer experiences. With the right system, you’ll find integrations hassle-free, requiring no IT investment.

Some of the integrations that promote these benefits are:

  • CRMs (customer relationship management)
  • Email exchanges
  • Instant messaging platforms

In comparing services, you should decide what integrations are essential. For example, if you use Salesforce as your CRM, you’ll want integration capabilities so that employees have context around previous conversations or interactions with the caller.

Integrations work via APIs (Application Layer Protocol), so you’ll want to know if your provider’s is open or not. Not having an open API makes it very difficult to integrate, constraining your access.

Video Conferencing and Screen Sharing

Using your phone system these days is more than voice; it’s visual. Video conferencing has become the norm when employees work from wherever. Video conferencing capabilities are no longer just nice to have; it’s imperative that your phone system supports video. It should also be easy to deploy without a download requirement.

Additionally, you’ll appreciate the features around screen sharing and screen annotation. This functionality allows you to share anything on a desktop with those on the call. You can then draw on those documents to help move projects along or answer outstanding questions.


IVR (interactive voice response) systems are the main way to route incoming calls. You can design IVR to offer callers options so they get to the correct department. An IVR may also provide key information that doesn’t require human interaction, such as directions or hours of operation.

IVR setup is infamous for being highly technical and hard to change. More modern versions work much easier. You can make changes as needed, configure schedules for different days and times, and customize flows. When you have the power to operate it, you don’t have to rely on your provider to do it for you.

Ready to Reap the Benefits of Cloud Phone Features?

If you’re ready to upgrade your phone system, features matter and dictate the adoption of technology. If you want to empower your team, you’ll want to make all these features a priority. You’ll find these and so much more in Intermedia Unite. Explore how it works today.

The Intermedia Team

Intermedia helps businesses of all sizes connect better – through voice, video conferencing, chat, contact center, business email and productivity, file sharing and backup, security, archiving, and more – from wherever, whenever. And, as a partner-first company, Intermedia goes to work for our channel partners to help them grow their revenue and maximize their success.

July 8, 2021

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