You’ve identified your frustrations: an expensive and complex traditional phone system, difficult maintenance and temperamental CRM integration. In this article, find out how to migrate to a reliable, optimized hosted telephony solution, enabling you to centralize your calls and voicemail via the cloud, while reducing your costs and strengthening your security. This step-by-step guide will provide you with all the keys you need to transform your communications.
In this guide, you’ll find out exactly how to switch to a hosted telephony solution. This step-by-step guide will give you all the keys you need to effectively transform your communications.
Points to remember :
- Hosted telephony replaces physical switchboards with a cloud-based system, accessible via the Internet, with no hardware to install.
- The benefits are tangible: lower costs, greater flexibility, native CRM integration and real-time supervision of call performance.
- Migration to a hosted solution takes place in 5 stages: needs assessment, choice of supplier, CRM configuration, deployment with training, and ongoing optimization via KPIs and coaching tools.
- The choice of supplier is key: give preference to a provider like Kavkom, which offers rapid installation, smooth CRM integration, responsive human support, comprehensive supervision tools and no-obligation offers.
- Hosted telephony can be adapted to all sizes of company (SMEs, call centers, sales teams), providing them with a modern, agile communications infrastructure that’s easy to manage, with no technical constraints.
What is hosted telephony?
Hosted telephony, also known as hosted IP telephony or hosted VoIP, is a business telephony solution where the switchboard (formerly physical and installed on site) is now deported to the cloud.
In other words, you no longer manage a PBX server on your premises: all configuration, call management and advanced functions are hosted remotely, on secure servers accessible via the Internet.
What’s the difference with traditional telephony?
| Traditional telephony | Hosted telephony |
|---|---|
| Physical hardware (PBX) in the company | Switchboard in the cloud |
| On-site maintenance required | Remote maintenance by the supplier |
| Calls managed by the switched telephone network (PSTN) | Calls over the Internet (VoIP) |
| Little or no software integration | Native CRM integration, open APIs |
| Rigid configuration | Remote parameterization in just a few clicks |
Key features of hosted telephony
- Centralized call management (transfers, queues, intelligent routing)
- Real-time supervision: keep track of your teams’ performance as calls come in
- Voicemail, IVR, dynamic call forwarding
- Recording calls for coaching or compliance
- CRM integration: calls connect to your business tools (e.g. HubSpot, Salesforce, Zoho)
In a nutshell: hosted telephony lets you modernize your company’s call management without the need for cumbersome hardware, while gaining in flexibility, supervision and connectivity.
It’s ideal for SMEs, call centers or sales teams looking for agility.
The advantages and disadvantages of hosted telephony
Hosted telephony is winning over more and more companies, from very small businesses to large call centers. And with good reason: it offers a flexible, cost-effective and connected model. But as with any technological solution, there are also a few limitations to consider.
Benefits
Cost savings
No need to invest in a physical switchboard (PBX), fixed lines or technical support. Infrastructure and maintenance costs are greatly reduced. The cloud model is often based on a monthly subscription per user, with no commitments or surprises.
Flexibility and scalability
You can add or remove users on the fly, open a temporary line for a freelancer, or equip a remote team. Ideal for growing or hybrid companies.
Easy integration
Modern solutions like Kavkom integrate with CRM and business software via API or native connectors (HubSpot, Salesforce, Pipedrive…). Result: calls, histories and recordings are centralized.
Enhanced security
The majority of suppliers host their data in secure, RGPD-compliant data centers. Communication encryption (SRTP, TLS) is often included as standard.
Real-time supervision
Managers can monitor calls in progress, team performance, response rates and more. Everything is controlled via a web interface.
Disadvantages and points to watch out for
Internet dependency
Call quality depends directly on your bandwidth. An unstable connection can cause cuts, echo or latency. So it’s essential to have a reliable network and, if possible, prioritize VoIP via QoS (Quality of Service).
Risk of latency or audio delay
Especially during network overload or intensive use of connected tools (videoconferencing, file transfers).
Partial integration by provider
Not all CRM software offers the same level of integration. You need to check upstream whether your hosted telephony solution offers the necessary connectors or APIs.
In short, hosted telephony is a fast, cost-effective way to modernize your business, provided you have a firm grasp of your Internet connection and choose the right provider to avoid unpleasant surprises.
Step-by-step guide to migrating to a hosted telephony solution
Migrating to hosted telephony means simplifying your communications, modernizing your infrastructure and gaining in efficiency. But to make this transition frictionless, it’s essential to go step by step. Here’s a structured, practical guide.
1. Needs assessment
Before making any decisions, start with an audit of your current situation:
- How many lines are used every day?
- What is your average inbound/outbound call volume?
- Do you work on a multi-site or telecommuting basis?
- Do you need call recording, supervision or an IVR?
- Do your teams already use a CRM? Which CRM?
Example: an SME with 10 sedentary salespeople, 3 telecommuting agents and a Pipedrive-type CRM will need a simple, remotely-accessible, integrated solution that requires no hardware.
2. Choosing the right supplier
Once you have identified your needs, compare solutions according to several criteria:
- Quick installation, no hardware required
- Clear, no-obligation pricing with no hidden extras
- Native CRM integration
- Responsive, human technical support
- Supervision tools and dashboards
Suppliers like Kavkom meet these requirements with an all-in-one solution: hosted telephony, supervision, recording, CRM integration, and installation in just a few hours.
3. CRM configuration and integration
Once you have chosen your solution, move on to configuration:
- Create users and divide them into groups (sales, support, management…)
- Set up queues, time slots, IVR, transfer rules
- Connect your CRM via API or native connector
- Activate key functions: click-to-call, call logging, call logging in CRM
For example, with Kavkom, integration with HubSpot or Zoho is just a few clicks away, with no developer intervention required.
4. Deployment and training
Deploy the solution gradually to limit disruption:
- First run a pilot with 2-3 key users
- Schedule training sessions (30-45 minutes are sufficient)
- Provide a clear and simple user guide
- Help teams get up and running (internal support or supplier)
Tip: appoint an internal contact to collect feedback and facilitate initial adjustments.
5. Supervision and continuous optimization
Once the system is in place, don’t relax. Use the steering tools to :
- Monitor indicators (pick-up rate, missed calls, average duration, etc.)
- Identify areas for improvement (time slots to be strengthened, over-subscribed agents, etc.)
- Listen to calls to improve scripts or train newcomers
- Add or modify rules as your business evolves
A solution like Kavkom offers a real-time dashboard and discreet listening tools that make it easy to coach teams and adjust resources.
By following these 5 steps, you’ll lay the foundations for modern, agile telephony, aligned with your business objectives and ready to grow with your company.
Important criteria for choosing your hosted telephony provider
Switching to hosted telephony is an excellent decision… provided you choose the right provider. Behind a simple interface, the differences in quality, reliability and service can be significant. Here are the criteria to keep a close eye on:
Unavoidable criteria
- Human, responsive technical support
If you have a problem, it’s essential to speak to someone who understands your needs. Avoid 100% automated systems. - Security and RGPD compliance
Your call data (recordings, histories) must be protected and hosted in datacenters that comply with European standards. - Guaranteed audio quality
The supplier must offer tools to ensure good call quality (QoS, HD codecs, live supervision, etc.). - Smooth CRM integration
Make sure the solution offers native integrations or an open API to connect your business tools (HubSpot, Salesforce, Zoho…). - Real-time supervision
Access to dashboards, call monitoring, statistics per agent… key functions for effective team management. - Flexible pricing
A good service provider should offer non-binding, scalable packages, adapted to your size and business peaks.
Kavkom: a strategic choice
Among the market players, Kavkom stands out for its all-in-one cloud solution:
- No hardware installation required
- Rapid commissioning, often in less than 24 hours
- Native integration with leading CRM systems
- French-speaking human support, accessible and responsive
- Real-time supervision: listening, recording, call wall
- No-commitment offers for SMEs and call centers
Thanks to this performance- and agility-focused approach, Kavkom targets both IT and sales managers.
Want to modernize your telephony without complexity? Discover the Kavkom offer and turn your communications into a competitive advantage.
FAQ – Frequently asked questions
What are the three main advantages of cloud-hosted telephony?
- Flexibility: you can manage your lines and users remotely, without the need for hardware or technicians.
- Savings: no more heavy investment in physical switchboards. You only pay for what you use.
- Connectivity: integrate telephony with your own tools (CRM, support), for greater sales efficiency and optimized customer follow-up.
How do you centralize communications with a cloud telephony solution?
Cloud telephony enables you to consolidate all your calls, histories, recordings and statistics in a single interface, often accessible via a browser. By integrating your CRM, incoming calls are automatically associated with the customer file, reminders are scheduled, and exchanges are traced.
What is an IP centerx?
Centrex IP is a hosted version of the classic switchboard. Instead of installing a PBX on your premises, you rent a solution managed remotely by your operator. It’s a shared switchboard in the cloud, accessible from IP phones or softphones, with all the professional features (messaging, transfer, IVR, supervision), but without having to manage the infrastructure.
Conclusion
Hosted telephony has become a modern, agile and cost-effective solution for businesses looking to simplify and professionalize their communications. By switching from a physical switchboard to a cloud system, you gain flexibility, supervision and connectivity, without heavy investment or technical dependency.
The key is to choose the right partner. A good provider doesn’t just route your calls: it supports you during implementation, offering consistent quality of service, a simple interface and seamless integration with your business tools.
Want to modernize your telephony? The solution is already in the cloud.
