Cloud Phone
Systems for
Business
Hosted telephony is where phone systems are
cloud-based, rather than taking up space and
resources in an office. It is suitable for your
business if you are looking to benefit from VoIP,
are in growth and don’t want high up-front costs.
Need help choosing? Contact our customer experience team.
Why choose hosted telephony?
Hosted telephony provides fast, reliable and efficient communications across a dedicated network, tailored to the needs and usage of your business, small, medium or large.
It can be used across multiple-sites, accessed by Internet enabled devices and managed through an easy-to-use dashboard. This often results in better productivity from staff, home workers and call centres, which can lead to an increase in conversions and revenue.
You may also be interested in SIP Trunking
Hosted phone systems come with a wide range of benefits:
- No upfront equipment costs
- Huge range of functionality
- Control from Internet enabled devices
- High definition voice quality
- Transparent price per user
They are managed by a hosted provider so businesses do not need additional in-house management staff. The systems are remotely updated to ensure a company has access to the best performance and functionality at all times.
Hosted Telephony in the cloud
Evonex is a leading hosted telephony phone system that delivers all the features you need to keep in touch with your clients, customers and staff.
Evonex & MS Teams
Evonex & Microsoft Teams allows you to truly integrate your telephony and transform the way you work.
FAQs
What is hosted telephony and how does it work?
What is hosted telephony?
Hosted telephony is where your phone system is housed in the cloud, rather than in your office. It is ideal for small and large businesses, call centres and customer support departments.
- No upfront equipment purchase costs
- Flexible communications management
- Ultimate control from Internet enabled devices
Hosted telephony uses cloud technology which removes the need for costly physical hardware on-site and analogue or ISDN telephone lines from phone providers; instead, a business phone system is hosted remotely and connected to via the Internet. Essentially, the phone system becomes a piece of software rather than hardware.
The remote location is known as a Hosted PBX (Private Branch Exchange) and can be accessed through leased lines (lines dedicated to your business with no other, external traffic) or other high quality internet connections. It provides a flexible, reliable and efficient way to manage your communications and once it is installed, can be easily managed and additional features can easily be added to suit your needs.
With this set-up, the provider (SCG) will house the Hosted PBX and handle the technology and maintenance of the system.
In comparison, a traditional phone system involves the system being based on your premises and connecting directly to an ISDN line from a provider. For all incoming calls, each member of staff typically requires a deskphone. With hosted telephony, the call can be received on a deskphone, softphone or mobile application.
It is important to be aware that BT have stated all ISDN (Integrated Services Digital Network) services related to PBX systems will be switched off in 2025. Hosted telephony is a natural alternative as it uses Data Connections to deliver calls.
How does hosted telephony work?
Hosted telephony uses the same LAN network as office Internet and automatically connects to the IP network.
Using the same methods to pass information as the Internet, hosted telephony utilises a router to communicate actions with your associated IP network. This connection is made securely over the Internet or through a dedicated connection specifically for your business.
For incoming calls, the phone will connect to the IP network, then through to the remote host. Here, the dialed number will get connected and sent through to the right department or individual.
To work as expected, hosted telephony requires a private connection and an appropriate bandwidth. In telecoms and computing, bandwidth is the rate or speed at which data can be sent across a network. When installing hosted telephony, or any Voice over Internet Protocol (VoIP) solution, bandwidth can be measured and upgraded to obtain the best performance for the system.
Such systems are best accessed through dedicated handsets connected to the Internet that offers a range of enhanced features. These IP handsets or virtual phones are recommended and chosen before installation, at which point complete training can be arranged.
Once operational, a business can manage international communications across multiple sites through a simple interface.
Benefits of hosted telephony
Benefits of hosted telephony
Hosted Telephony offers an incredible range of benefits compared to a PBX system with enhanced options for all of your voice and communication services.
The main benefits of hosted telephony include:
Cost
- No upfront equipment purchase costs (Capex expenditure)
- Free internal calls (across multiple sites)
- No PBX maintenance costs
- Ability to alter monthly plan (set price)
- Transparent price per user
One of the biggest advantages of hosted telephony is that your business incurs no upfront costs for equipment as it’s delivered on an Opex expenditure system, rather than Capex. Generally, this better suits finance planning for small, medium and large businesses.
Once installed, monthly payments are at a set rate and can be amended depending on your usage in the future. For example, if you reduce the number of handsets, you may be able to reduce your costs.
Further ongoing savings are achieved through having no PBX maintenance costs as your system is hosted in the cloud and not in your office, whilst all office to office calls across multiple sites are free of charge.
Functionality & Control
- Enjoy high definition voice quality
- Create virtual employees who can work at home (and appear as if in the office)
- Easy to use web portal and dashboard
- See the status of staff eg. on the phone, available
- Record calls and assess productivity
- Automated and ad-hoc performance reports
Hosted Telephony offers an unprecedented range of functionality that allows your business to thrive, all whilst projecting a professional brand experience with high definition voice quality.
Features include:
- User statuses
- Call logging
- Call queuing
- Call forwarding
- Conference calls
- Voicemail to email
- Calling name retrieval
- Call recording
- Priority alert
- Auto attendant and many more
All of these features are managed via an intuitive dashboard and staff can be fully trained on the handsets chosen to suit the requirements of your business.
With better-recorded data, statistics logged by the system can be reviewed to provide productivity insight. This includes automated and ad-hoc reports on ring group statistics, agent logins, extension statistics and call costs, sent directly to your inbox. Analysis of such data can lead to improvements in staff performance within months.
Scalability
- Simple relocation process
- Add further UK phone numbers at any time
- Add new users and services in real-time
- Add handsets and increase bandwidth as required
Your hosted telephony system is not fixed and can easily be scaled depending on your usage and growth as a company. These means new staff can easily be added and your bandwidth can be upgraded to cope with increased users and incoming calls.
Should your business relocate, you won’t have to manage the move of complex hardware as with a PBX system; as it’s all in the cloud it can simply be reprogrammed for your new site with no extra work or hassle for your team.
In short, there is no limit to the growth of your company from a voice and communications perspective once you are using hosted telephony; it is specifically bespoke and scalable to you.
Future-proofing
- 24/7 maintenance and support
- Remote upgrades
The communications for your business are future proofed whilst hosted in the cloud and can be remotely upgraded at any time, in line with your business growth.
You’ll also benefit from the insight of a proactive 24/7 maintenance and support service which safeguards against downtime and disruption to your communications, both internal and external. This improves staff productivity and client relations, aiding client retention and brand perception, particularly in relation to customer services.
What does our hosted telephony include?
What does our hosted telephony include?
Hosted telephony includes a telephone system and web portal to manage communications.
- Secure IP network
- Connected software and hardware including IP handsets
- Online management tools
- Enhanced systems
- Full training
- Ongoing maintenance
Once your business has been set up with a hosted telephony system (to learn more about hosted telephony installation requirements, click here) you will be provided with, connected IP phone handsets, an intuitive web portal to manage communications and 24/7 support and maintenance.
This is all included in a set monthly cost which will be agreed with you before the service is delivered. Training can be provided to your staff either remotely or on site, and you will have the option to use your VoIP at one or multiple locations.
At any stage, should your requirements change, the system can be remotely altered to match your needs and your costs stay in line with usage. Productive and efficient, there are no upfront costs and is fully scalable and future-proof.
To learn more about the benefits of a hosted telephony system, click here.
The difference between hosted and on-site phone systems
The difference between hosted and on-site phone systems
Pros and Cons
There are pros and cons of both hosted and on-site phone systems. It’s important to understand the differences to make the best decision for your business.
| Consideration | Hosted | On-site |
| Expenditure | Opex expenditure (not upfront) | Capex expenditure (upfront) |
| Maintenance | No maintenance required | Ongoing maintenance |
| Upgrades | Included | Not included |
| Training | Not provided | Provided |
| Expansion | Low cost | Higher cost |
| Pros | Does not require a dedicated staff member on-siteCan still connect during power cutsProvider handles installation and upgradesEasy and fast enhanced featuresSimple relocation process | User can stay with current carrierReduced costs over time as server is owned100% control to add, edit and delete usersOpen source features without license feesChoice of ISDN or SIP Trunks (lower cost than ISDN) to route traffic |
| Cons | Voice quality relies on Internet connectionLoss of Internet results in loss of phone service (can go to voicemail or routed to mobile)Cancellation fees may occur | Requires a dedicated staff member on-siteLoss of functionality during power cutsYou’re responsible for installation and upgrades (technician may be required) |
Hosted
Hosted systems based in the cloud have low start-ups costs, allow you to manage communications from anywhere and all IT responsibilities are with the provider, meaning you need no dedicated IT staff for this resource. A huge benefit is that allowing staff access to your phone system anywhere promotes efficiency and productivity.
On-site
Installing SIP Trunking and having hardware on your premises gives you a great deal of control and customisation of features as you use the software. Due to the level of knowledge needed, it is advised to have a dedicated IT staff member or members to manage this functionality.
This service provides low monthly rates and you can have metered payment plans or unlimited contracts.
Both hosted and on-site phone systems, where you are using a SIP connection, use your Internet connection.
Which is right for my business?
Hosted
Hosted is ideal for businesses that are just updating to VoIP systems and are new to the functions and processes. Hosted allows businesses to have the technology, performance and maintenance taken care of by the provider, meaning there is minimal work to take on when the system is adopted.
Hosted would be the best option if:
- You do not want to incur high upfront costs
- You do not have additional IT resource to manage the system
- You want to experience the following benefits of hosted
- You’re a small or medium sized business
On-site
An on-site phone system suits larger businesses that will need to add new users frequently and want to take on an advanced level of day to day customisation. It’s a long term investment that saves on costs overall as you own the hardware (servers and switches etc).
On-site is the best option if:
- Your finance plan suits high upfront costs with low monthly rates
- You have dedicated IT personnel to manage the system
- You want a highly scalable and flexible system
You also need to take into consideration projected business growth, whether you operate across multiple sites and if you are planning on relocating in the near future. If any of these are the case, then hosted may be the best option.
Once you get in touch with SCG, all requirements and business considerations can be discussed to create the best package for your needs.
Is hosted telephony the same as a cloud phone system?
Is hosted telephony the same as a cloud phone system?
‘Hosted’ and ‘cloud-based’ phone systems are not the same but this can get confused as sometimes these terms are used interchangeably and therefore, misleadingly.
What are the differences?
Hosted telephony
With a hosted telephony system a business utilises software and hardware that’s set-up and reserved for their use only. This means no external call traffic will disrupt performance and the bandwidth can be altered for that company’s needs. It’s a bespoke system solely for them.
As part of this, a business pays for the software and hardware. If the resource reaches capacity there may be extra charges and if not all the resource is used, it cannot be carried over into the next month.
Typically with hosted systems, they are managed by the provider but you can also get non-managed hosted systems.
Cloud phone system
Alternatively, cloud phone systems utilise shared resources that multiple businesses may be able to access. Software on a server will run for several businesses and excess capacity can be shared across all tenants when usage peaks. Businesses can also easily scale up or down by adding and deleting users and applications.
In this system, businesses rent the cloud system, meaning all maintenance and management costs and responsibilities fall with the provider. This can often provide great peace of mind for companies as they’re provided with 24/7 support.
What does this mean for my business?
When you’re deciding which option best suits your own infrastructure and finance plans, it’s important to understand the differences between hosted and cloud-based phone systems and to discuss this with your provider.
The hosted system was implemented before the popularity of cloud-based systems and for many is still the most appropriate option because of its ease of use, capabilities and the ongoing service and support available from the provider.
Are hosted telephony and hosted PBX the same?
Are hosted telephony and hosted PBX the same?
Hosted telephony makes use of a hosted PBX.
Hosted telephony is cloud-based, rather than onsite and is accessed via a remote location. More information can be found here to answer ‘what is hosted telephony?’.
The remote location is a Hosted PBX (Private Branch Network) which is accessed through an internet connection. A Hosted PBX can also be referred to as a Virtual PBX and saves businesses on installation and maintenance costs of Hosted Telephony systems.
Hosted telephony and hosted PBX are not the same but can be interrelated.
Hosted Telephony Tips
Hosted Telephony Tips
Always consider how hosted telephony is working for you and how you can make use of the enhanced features.
If you have recently installed a VoIP system or are considering switching from your existing PBX system, it’s important to make sure you review how it can or will be used, and how you can benefit from all the advantages it has to offer.
To achieve this, here are some useful tips when it comes to utilising hosted telephony to its full potential:
Upgrade proactively
If your web portal indicates usage growth month on month with a continuing trend, get in touch with your telecoms advisor to increase your bandwidth so you’re system is capable of keeping up with demand. Being proactive will allow both staff and clients to get the best experience at your company and won’t limit the height of your success.
Automate reports
It’s possible to set-up automated reports for stats such as call logs via email, meaning you can scan an overview of usage quickly. This will keep you ahead in terms of overseeing communications and the insight needed to further increase productivity.
Training for new staff
Ensure that each new user of the system is fully trained from the beginning by another trusted staff member or by your telecoms provider. Whilst the system is intuitive, it is always best to provide a walkthrough for new users to avoid avoidable errors as they engage with the software and hardware for the first time.
Frequently review call logs
The data is recorded to provide insight on overall and individual performance. Ensure someone in the company has time to check the logs and look for any gaps in customer service or internal communication eg. number of unanswered calls. This is a form of troubleshooting that highlights areas of improvement quickly.
Ask staff/clients for feedback
After the initial set-up, training and usage, ask your staff for feedback and gain an understanding of which features are being used and which could be used to further improve performance. If appropriate, ask a limited number of clients about their experience as it’s important that VoIP works for both parties.
With enhanced functions, bespoke installation, call management and flexible upgrades, hosted telephony has the potential to exceed all expectations.
Click here to learn more about the functionality and benefits of hosted telephony.