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Cloud Telephony Review

Aug 28, 2020

Question: What is your review of Cloud Telephony?
Cloud Communications
Answer: For someone who’s worked with various telephony solutions, cloud telephony (also known as UCaaS ) was one tech advancement that really intrigued me.
At a high level, cloud telephony enables an organization to leverage telephony applications through the scale of the cloud.
The requirement to maintain this complex equipment and related PSTN infrastructure is shifted to the cloud provider.
That alone should cause someone to dance if you’ve ever dealt with a Telco provider!
With this in mind, I wondered what the real difference was between various cloud providers.
Decision to review cloud telephony providers
There’s several cloud telephony solutions in the market. From small startups, medium size private businesses and large publicly traded companies.
In 2017, my goal was to start reviewing the most popular cloud telephony solutions and share my findings.
I even started a website called ThaPhoneGuy (don’t go to it know since the page is broken) which was intended to list this information.
One initial issue I ran into was realizing providers required annual contracts.
Sometimes multi year.
Well there goes my idea of reviewing several cloud providers :(
But I continued on narrowing my choices down to RingCentral and 8x8.
Since 8x8 allowed me to sign a 1 year contract, I went with them as my first cloud telephony provider.

Thoughts after nearly 3 years

As you can see from this section, I stayed on longer with 8x8 than originally planned.
There was a point when I did seriously consider switching.
Early on into my evaluation, I ran into call quality problems. Issues with calls dropping or having delayed voice during active conversations.
8x8 found no issues in their network and that lead to me looking further into my setup locally.
Eventually I found the problem with my router.
Once it was replaced, that cleared all calling issues.
This short video explains this problem further. If you’re experiencing similar trouble with your cloud setup, then you’ll want to pay close attention to this.

Some other observations with cloud telephony:
  • New features and software improvements are a regular occurrence. There’s no action on your part as a subscriber. This differs from legacy telephony platforms where the end customer would have to upgrade hardware and / or set aside a maintenance window update software.


  • There’s a larger emphasis on collaboration tools in this environment. While telephony was the primary feature set, video, chat and application integration is also an important part of the story.


  • User licenses play a bigger role in billing and must be managed properly by a business. It could be too easy to forget about what’s in use and potentially pay for services that may not be needed.


  • Internet connectivity becomes an important factor since cloud telephony platforms uses this to deliver service. You’ll want to ensure this is stable for the best experience.


  • Desktop and mobile apps make it easy to work from anywhere.


Overall I’m very pleased with my cloud telephony setup.
The features continue to get better without me having to do anything to receive the benefits.
Organizations that are still on the fence about making the change should understand they’re missing out on productivity gains by hanging onto a legacy telephony platform.
The cloud has won in telephony.
Now is the time to take advantage of this new technology.