Name: Cloud IP PBX
Author: First Communications

Communications Outsourcing

Customer Success

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Java Technologies

Software Repositories

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Business Intelligence (BI)

Collaboration

Contract Management

Electronic Signature

Interactive Voice Response (IVR)

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Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Benefits Administration

Corporate Learning Management

Credentialing

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Brokers

Cloud Storage

Data Center Infrastructure Management

Data Center Outsourcing (USA)

Data Mapping

Data Observability

Data Privacy Management

Fraud Detection

Governance, Risk & Compliance

Hyper-Converged Infrastructure

IT Asset Disposal

IT Asset Management

Integration Platform as a Service (iPaaS)

Log Management

Network Performance Monitoring

Operating Systems

Packet Analyzer

Single Sign-On

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Software Defined Storage (SDS)

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Solid State Drives

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Unified Endpoint Management (UEM)

Virtual Private Cloud (VPC)

Information Technology

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All-in-One Marketing

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Digital Content Creation

Digital Signage

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Marketing Automation

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Meeting Room Booking

Project Management

Professional Services

Customer Relationship Management (CRM)

Sales Acceleration

Sales

Animation

Building Information Modeling (BIM)

Equipment Rental

Insurance Suites

Investment Portfolio Management

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Vertical-Specific

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Priority Matrix

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Aspen Technology

FastPIPE

FastEST, Inc.

Document Locator

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Azurepath, LLC.

Screenful

Screenful Oy

Cloud IP PBX is a cloud-based communication solution offered by FirstComm. According to the vendor, it is designed to enable businesses of all sizes to efficiently manage their phone systems and make calls over the internet. This versatile product is said to cater to small, medium, and large-sized companies across various industries and professions, including professional services, healthcare, retail, education, and financial services.

## Key Features

According to the vendor, Cloud IP PBX offers the following key features:

**Call Routing**: The vendor claims that businesses can easily route incoming calls to specific extensions or departments based on predefined rules, ensuring efficient call handling and effective communication.

**Voicemail**: According to the vendor, Cloud IP PBX enables callers to leave messages when recipients are unavailable, with options to access voicemail from phones, email, or a web portal, ensuring prompt message retrieval.

**Call Forwarding**: The vendor states that Cloud IP PBX allows businesses to seamlessly redirect incoming calls to another phone number or extension, ensuring calls are answered even when employees are away from their desks.

**Conference Calling**: According to the vendor, Cloud IP PBX facilitates collaborative meetings and client presentations by allowing multiple participants to join a single call, enhancing remote team collaboration.

**Auto Attendant**: The vendor claims that Cloud IP PBX greets callers with a pre-recorded message and provides navigation options, enabling efficient call routing without manual intervention.

**Call Recording**: According to the vendor, Cloud IP PBX allows businesses to record incoming and outgoing calls for quality assurance, training, or compliance purposes, with secure storage and easy access to call recordings.

**Call Analytics**: According to the vendor, Cloud IP PBX provides valuable insights into call activities, including volume, duration, and patterns, to make data-driven decisions and optimize communication strategies.

**Mobile Integration**: The vendor states that Cloud IP PBX allows employees to stay connected on the go by making and receiving calls using mobile devices, ensuring effective communication even when away from their desks.

**Unified Messaging**: According to the vendor, Cloud IP PBX integrates voicemail, email, and other messaging platforms into a single interface, simplifying communication and providing a centralized location for messages.

**Call Monitoring**: The vendor claims that Cloud IP PBX allows businesses to monitor calls in real-time, enabling supervisors or managers to listen in, provide coaching, and maintain service standards for quality assurance and compliance.

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Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

First Communications

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Cloud IP PBX

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What is Cloud IP PBX?