You’ve had enough of a traditional telephone system that’s both costly and a drag on your teams’ productivity. Between the complexity of call management and technical red tape, it’s becoming difficult to optimize your communications. You feel the need to centralize these tasks.
In this guide, you’ll discover the 7 key steps to adopting a cloud telephony platform. Each step is designed to optimize your existing system, reduce costs and improve customer relations. It’s exactly what you need to transform your telephony solution and unleash the productivity of your teams.
Points to remember :
- Cloud telephony simplifies and modernizes call management: no need for hardware or maintenance, everything goes via the Internet (VoIP) for a more flexible, remotely accessible solution.
- 7 key steps to successful migration: auditing your needs, choosing the right service provider, planning, configuration, training, supervision, ongoing optimization.
- Kavkom stands out for its ease of deployment and pro features: native CRM integration, real-time supervision, call recording, human support and a no-obligation offer.
- Concrete benefits: lower operating costs, greater mobility, improved quality of service, and simplified management.
- Success relies on a structured, supported approach: the right supplier, the right timing, the right support = a smooth transition and rapid ROI.
What is a cloud phone platform?
A cloud telephony platform is a telephony system hosted entirely on the Internet. Unlike traditional switchboards, which rely on physical hardware (servers, fixed lines, PBX boxes), everything is managed remotely via a cloud infrastructure.
Calls are routed over the Internet(VoIP technology), enabling you to make and receive calls from a computer, smartphone or IP phone, without any complex installation.
Main features :
- 100% online operation
- Accessible from anywhere
- Automatic updates
- No on-site maintenance
This approach completely outsources technical management: the provider hosts, secures and maintains the system. You concentrate solely on your communications, without worrying about the technical side.
In short, the cloud phone platform is like a switchboard… but more agile, more cost-effective, and ready to grow with your business.
The challenges and limits of the traditional telephone system
Traditional switchboards, still present in many companies, are quickly showing their limits in the face of modern demands for responsiveness, mobility and sales efficiency.
Main problems encountered :
- High costs
Purchase of equipment, technical maintenance, paid updates… the bill quickly climbs. - Rigid infrastructure
Each new workstation requires additional work or hardware. The system does not adapt to changes in the company. - Management complexity
Reconfiguring a switchboard, changing a greeting or creating a queue takes time… and often outside intervention. - Lack of mobility
Impossible to manage remote calls easily. When telecommuting or traveling, teams lose efficiency. - Few analysis tools
No real-time statistics, no precise tracking of calls or recordings.
These limitations hamper the agility of our teams, and adversely affect the quality of our customer relationships. Hence the growing interest in more flexible, less restrictive cloud telephony solutions.
Why switch to a cloud solution?
Adopting a cloud telephony platform means simplifying call management while boosting performance. This type of solution reduces the costs associated with hardware purchases, technical maintenance and fixed installations. No need for physical servers or on-site technicians: everything is hosted online.
On the operational side, flexibility is total. Your teams can handle calls from anywhere: the office, telecommuting or on the road. You save time on set-ups, transfers, telephone reception… and improve the quality of your customer relations.
Management is centralized, calls can be recorded and analyzed, data synchronized with your CRM, and performance tracked in real time.
Kavkom meets these needs with a complete cloud solution:
- Hardware-free call management
- Live supervision
- CRM integration
- Searchable recordings
- Human support at every stage
Whether you’re a call center or a sales team, Kavkom offers a simple, reliable and quick solution, with no obligation.
7 steps to migrate to a cloud solution
Migrating to a cloud telephony platform isn’t just a matter of changing tools. It’s a strategic transformation that needs to be structured to avoid disruption, internal resistance or unpleasant technical surprises. Here’s a clear roadmap to a successful transition.
1 – Assess your needs and current call load
Start by analyzing :
- Incoming/outgoing call volume
- Activity peaks
- Number of users
- Your current tools (CRM, support, ERP…)
Tip: Identify the irritants of the current system (lack of mobility, stats, flexibility…) to steer the choice towards a solution that solves these problems.
2 – Choose the right service provider and compare offers
Not all suppliers are created equal. Compare :
- Features (recording, supervision, CRM integration, etc.)
- Pricing (per user, commitment, options)
- Support responsiveness
- Easy to install
Kavkom ticks all the boxes, with a hardware-free cloud solution, fast start-up, responsive human support and tools tailored to SMEs and call centers alike.
3 – Planning the transition and preparing the technical migration
Good migration starts with good organization:
- Set a realistic timetable
- Anticipate number portability
- Check your Internet bandwidth
- Inform users of the change
Caution: Don’t abruptly switch off the old system. Allow for a cohabitation phase if necessary.
4 – Setting up and configuring the new platform
Configure the following items:
- Opening hours and greetings
- Transfers, queues, routing rules
- User accounts and access rights
- CRM integration
Tip: Test the platform internally before deploying it at scale. Correct any bottlenecks before going any further.
5 – Train your teams to manage the telephone platform
Even the best solution is worthless if no one knows how to use it:
- Prepare short, targeted training courses
- Offer in-house tutorials and guides
- Appoint referents for each team
With tools like Kavkom, it’s easy to get started, and our support team is there to help your users in case of doubt.
6 – Supervise calls in real time and adjust processes
After deployment :
- Follow calls live
- Identify areas for improvement
- Adapt messages, schedules, transfers…
Tip: Involve managers in supervision to adapt processes to the reality on the ground.
7 – Measure performance and continuously optimize
Install performance indicators:
- Pick-up rate
- Average call duration
- Waiting time
- Customer satisfaction rate
Companies that adopt a cloud solution can save on operational costs, by reducing maintenance and infrastructure expenses.
A platform like Kavkom, with its integrated reporting tools, facilitates this ongoing management.
Comparison criteria and cloud solution evaluation
Choosing a cloud telephony platform isn’t a matter of chance. Here are the key criteria to consider when selecting a solution that is truly adapted to your business needs:
- Total cost
Compare subscriptions per user, options included, and hidden costs (installation, support, training). - Scalability
The solution must be able to easily grow with your business (add/remove users, extensions, multiple sites). - Security & RGPD compliance
Check communications encryption, data hosting in Europe, and consent management tools. - CRM and business tool integration
Native compatibility with your own tools (Salesforce, HubSpot, Zoho…) facilitates customer follow-up and the day-to-day work of your teams. - Technical support
Give preference to responsive, human assistance, available in French.
According to a study by Mitel, by 2020, 44% of European companies were already ready to move their contact center to the cloud.
These criteria should guide your decision, to ensure that your investment is profitable, long-lasting… and truly useful in everyday life.
FAQ – Frequently asked questions
What does it mean to outsource calls?
Call outsourcing involves entrusting all or part of telephone management to an external solution or service provider. This may involve call-taking, routing, recording or reception.
What are the concrete benefits of migrating to a cloud solution for call management?
Migration to the cloud reduces technical costs, eliminates physical hardware, and enables calls to be managed from anywhere. It also improves quality of service.
Why is using a telephone platform a time-saver for a call center?
Thanks to a single interface, teams can access calls, history, scripts and performance in just a few clicks. Transfers are seamless, messages customizable, and repetitive tasks automated.
How do you measure customer satisfaction after migrating to a cloud solution?
Track indicators such as pick-up rate, response time, average call duration or post-call survey results. Platforms like Kavkom offer clear dashboards to monitor these KPIs in real time and adjust actions if necessary.
Conclusion
Migrating to a cloud telephony platform doesn’t just mean modernizing your infrastructure. Above all, it means equipping yourself with a strategic tool that eases the management of telephone calls, improves service quality and boosts sales performance.
With clear benefits such as reduced costs, flexibility of use and improved monitoring, cloud telephony is now establishing itself as a must-have solution for businesses seeking agility. And adoption continues to grow, driven by concrete results.
Solutions like Kavkom make this transition easy: no hardware to install, accessible human support, powerful functionalities (recording, CRM integration, real-time supervision) and rapid deployment. These are just some of the advantages that transform a call center or sales team into a well-oiled machine.
