If your business still relies on old phone systems, you’re likely running into problems such as missed calls, hard-to-manage voicemail, or no easy way to route calls when your team works from different locations. These issues slow down your team and frustrate your customers.
Modern businesses need phone systems that are flexible, simple to manage, and built for how teams work today. That’s why more companies are switching to cloud communications solutions.
With the right setup, you can handle calls, texts, and even team chats from one place. It works whether you’re at the office, at home, or on the move.
In this article, we’ll walk through the 11 most useful cloud phone system features you need now. These features can help your business stay connected and work more smoothly.
What Is a Cloud Phone System?
A cloud phone system is a modern way of managing business calls using the internet instead of copper wires or on-site hardware.
Unlike traditional phone systems that use analog voice signals and traditional landlines, cloud systems rely on VoIP systems. This means your calls are sent and received through a fast, reliable internet connection.
Here’s how cloud phone systems work: Instead of having a physical phone line in your office, your system runs on the cloud. You can take calls on any mobile device, laptop, or desktop. This makes it much easier to stay connected, regardless of whether you’re in the office or working from somewhere else.
This setup is different from legacy systems or traditional landlines, which often come with high costs, limited features, and no flexibility. With cloud-based systems, you can easily route calls, add users, record messages, and more.
If your current setup feels outdated, switching from a traditional phone system to a cloud one could be a smart move.
11 Advanced Features Your Business Phone System Should Have
Choosing the right phone system isn’t just about making calls. It’s about giving your team the tools they need to stay connected, work faster, and keep customers happy.
The following features are what separate a basic setup from one that truly supports your business. If you’re planning to upgrade, make sure your new system includes these.
1. Call Forwarding
Call forwarding is a feature that sends incoming calls to another number or device, such as a teammate’s phone, a mobile device, or even voicemail.
It helps your team handle calls smoothly, especially during high call volume. When someone calls your main line and no one picks up, the system can automatically redirect the call based on your setup. You might forward calls after a few rings, during certain hours, or when the line is busy.
If you’re using a virtual phone service, you can adjust these settings easily through an app or online dashboard.
How it works:
- Calls are automatically redirected when the main line is busy, unanswered, or outside business hours
- You can forward calls to mobile devices, other team members, or voicemail
- Settings can be adjusted based on time of day, ring count, or staff availability
Call forwarding keeps your business reachable even when people are away from their desks. It’s a simple way to avoid missed calls and give better service without needing extra staff.
2. Auto Attendant (Virtual Receptionist)
Auto attendant, also known as a virtual receptionist, answers calls for you and guides the caller to the right person or department. Instead of having someone manually pick up every call, the system uses a voice menu to handle it.
When someone calls, they’ll hear a message like “Press 1 for sales, press 2 for support,” and so on. This helps direct calls without needing a live person to transfer them.
How it works:
- The system greets callers with a recorded message
- Callers choose from menu options using their phone keypad
- The system routes the call based on the caller’s input
Virtual receptionists help your business stay organized and professional. It saves time, reduces the number of missed calls, and gives customers a faster way to reach the right person. It’s especially useful for small teams that want to look more established without hiring extra staff.
3. Voicemail-to-Email and Voicemail Transcription
Voicemail-to-email and voicemail transcription make it easier to manage voice messages without having to listen to each one.
When someone leaves a voicemail, the system automatically sends the message to your email. It can include the audio file and a written version of what was said.
How it works:
- A caller leaves a voicemail on your business number
- The system creates a text version of the message using speech-to-text technology
- You get an email with the audio file and the written transcription
This helps you stay on top of messages when you’re in meetings, traveling, or working in a noisy place. You can quickly read the message without playing the audio. It also makes it easy to search through past messages later.
This feature saves time and helps you respond to customers faster, even when you can’t answer the phone.
4. Call Recording
Call recording lets you automatically or manually save phone calls so you can listen to them later. This feature is often used for training, quality checks, and recordkeeping.
It provides a clear record of what was said during a call, which can help you solve problems or review customer requests.
How it works:
- Calls are recorded through the phone system, either automatically or when you choose to start recording
- Recordings are stored in your account or sent to your email
- You can play them back, download them, or share them with your team
This feature helps teams improve how they speak with customers. Managers can use real examples to coach staff and make sure service stays consistent. It also helps protect your business in case of disputes, since you’ll have a record of the call.
Whether you’re running a support team or handling client calls directly, call recording adds a layer of accountability and clarity.
5. Call Analytics and Reporting
Call analytics and reporting give you a clear view of how your phone system is being used.
You can track things like how many calls you get, how long they last, who answered them, and when your busiest times are. This information helps you spot trends and make smart decisions about staffing and service.
This feature is useful for business owners who want to improve how their team handles calls. For example, if you see a lot of missed calls during lunch hours, you might adjust schedules.
If some team members answer more calls than others, you can shift tasks more fairly. Call analytics also helps you measure customer service performance without guessing.
6. CRM and Software Integrations
Customer relationship management (CRM) and software integrations connect your phone system with the tools your team already uses, like CRM platforms, help desk software, or email apps.
This means you can see customer info, notes, and call history while you’re on the phone, all in one place.
How it works:
- Your phone system connects with tools like HubSpot, Salesforce, or Zendesk
- When a call comes in, the system pulls up the caller’s info automatically
- You can take notes, log calls, and update records without switching apps
Your team doesn’t have to copy and paste details or search for contact info during a call. Everything is right in front of them.
It also helps you give better service because you can see a customer’s past issues or purchases while talking to them. For growing teams, this makes it easier to stay organized and work faster.
7. Team Messaging and Internal Chat
Team messaging and internal chat let your staff communicate without needing a separate app or email. Instead of switching between tools, your team can send quick updates, share files, or ask questions right from the same platform they use for calls.
How it works:
- Team members send direct messages or create group chats inside the phone system
- Chats are organized by person, team, or topic
- You can share links, files, or updates in real time
Team messaging makes it easier for your team to stay connected, especially if people are working in different locations. Instead of calling or emailing for small questions, they can just send a quick message.
It also keeps all work-related communication in one place, which helps reduce confusion and saves time. For busy teams that need to move fast, internal chat keeps everyone on the same page.
8. Number Porting and Multiple Numbers
Number porting and multiple numbers give your business more control over how you manage calls.
With number porting, you can keep your existing business number when you switch to a new phone system. This means your customers can keep calling the same number they already know, without any confusion.
You can also get multiple numbers for different uses. These can include local numbers for different cities, toll-free numbers that are easy to remember, or direct numbers for team members or departments.
This feature helps businesses grow while keeping things simple. You can give each team or office its own number or offer a toll-free option for customer calls.
Having multiple numbers makes it easier to manage call flow and present a more professional image. Plus, keeping your old number avoids the risk of losing customers who call out of habit.
9. IVR With Advanced Options
Interactive voice response (IVR) with advanced options helps your phone system do more than just route calls.
It lets callers interact with a menu using their keypad or voice, so they can get the help they need without waiting for a person.
Advanced IVR setups can also gather information, send messages, or connect callers based on language, time of day, or account status.
How it works:
- Callers hear a greeting and are given menu options
- They press numbers or speak commands to choose what they need
- The system routes the call or gives info based on their input
Advanced IVR can ask questions, play updates, or pull account details from your database. This cuts down on wait times and helps direct people to the right place faster. It’s especially useful for businesses that deal with a high volume of calls or offer services in more than one language.
With the right setup, IVR can help your team stay focused while still giving your callers a smooth, helpful experience.
10. Scheduled and Skill-Based Call Routing
Scheduled and skill-based call routing makes sure calls go to the right person at the right time.
Instead of sending every call to the same place, the system checks the time, day, or the caller’s needs and then routes the call based on rules you set. This helps improve how quickly and accurately your team can respond.
For example, you can route sales calls to your sales team during the day and send support calls to voicemail after hours. If a caller needs help in a certain area, the system can match them with the right agent.
This avoids long transfers and speeds up response times. It also helps your team work more efficiently by sending calls only when they’re available and best prepared to help.
11. AI-Powered Features (Optional But Helpful)
AI-powered features aren’t required in every phone system, but they can be very helpful. These tools use artificial intelligence to make your system smarter and easier to manage.
Some common features include call summaries, voicemail transcriptions, real-time call suggestions, and keyword tracking.
These tools help save time and reduce mistakes. For example, instead of taking notes during a call, the system can create a summary for you. If a customer uses certain words often, like “billing” or “cancel,” the system can alert a manager.
AI also helps teams improve over time by showing patterns in how calls are handled. While not every business needs this, AI features can give extra support for teams that want to grow or improve their service.
Benefits of Cloud Phone Systems
Switching to a cloud phone system can do more than just upgrade your tech. It can change the way you run your business.
Below are some key benefits that show how cloud systems help you work smarter, stay flexible, and improve communication.
Better Flexibility for Remote Teams
With a business or enterprise phone system, your team is not tied to a desk or a physical office phone. You can make and receive calls using a laptop, tablet, or mobile device.
This gives your staff the freedom to work from home, while traveling, or across different locations. To you, as a business owner, this flexibility provides help in managing your team no matter where they are.
Improved Customer Interactions
Cloud systems offer features like call forwarding, voicemail to email, and auto attendants. These tools help your team respond faster and more professionally.
When a customer calls, they’re directed to the right person without delays. This creates smoother customer interactions and builds trust with your brand.
Fast Setup and Lower Costs
Cloud phone systems don’t need heavy hardware or complex phone installations. You can get started quickly without large upfront costs.
You also avoid the ongoing repairs that come with older setups. This makes it easier to switch from a legacy system to a modern one without breaking your budget.
Smarter Handling of Emergency Calls
Modern cloud systems support emergency calls and can share your location data with emergency services. This means if someone dials 911 from the system, help can be sent to the right place.
Older setups, especially those that move across locations, can’t always do this well. Cloud systems help keep your team safe and connected in urgent situations.
Easy to Scale as Your Business Grows
You don’t need to install another phone line when adding a new team member. Just add a new user to the system.
Whether you grow slowly or hire fast, the system grows with you.
This is much easier than adjusting a traditional phone system, which often requires new equipment and added service calls.
Recommended reading:
A Simple Guide to Unified Communications as a Service (UCaaS)
15 Top Business Communication Tools Every Business Needs
Get All the Features You Need in One Simple App
Talkroute gives you more than just a phone number. It gives your business a full communication system that works from anywhere. You can talk, text, meet, and manage your calls without any extra hardware or confusing setups.
Everything runs from one easy-to-use app on your phone, computer, or browser. No contracts. No per-user fees. Just the features you actually need.
Call Forwarding That Fits Your Schedule
You control when and where your calls go. Send calls to your cell phone in the morning, your desktop in the afternoon, or to a teammate on weekends.
You can create your own schedule and change it anytime. If you miss a call, it can go to voicemail or move on to the next person. This setup keeps your business flexible and your customers happy.
Business Texting From Any Device
With Talkroute, you can send and receive texts using your business number. You don’t have to give out your personal phone number.
Reply to messages from your laptop, desktop, or phone. You can even get text notifications by email and assign access to team members.
It’s a fast and easy way to stay in touch with clients, especially when they prefer texting over calling.
Video Meetings, Screen Sharing, Custom Menus, and Extensions
Host meetings with up to 100 people using the Talkroute app. You can turn on video, share your screen, use a whiteboard, or send files right inside the meeting. It’s great for client calls, training sessions, or team check-ins.
No need for a separate video platform. Everything is in one place.
Let callers choose who they want to reach. You can set up simple menus like “press 1 for sales” or add multiple levels for different departments, languages, or locations. You can also give each team member their own extension.
It helps callers get to the right person faster and makes your business sound more professional.
Voicemail and Call Recording That Works Around You
Check voicemail from your phone, your computer, or your email. You’ll see transcriptions and get audio recordings delivered to your inbox. You can also assign different mailboxes for each team member or department.
This way, your team always knows which messages belong to them.
You can also record calls automatically if you want to track quality, keep records, or use past calls for training. You can also give team members access to only the calls, voicemails, or messages they need to see. That keeps your account organized and your information secure.
Start for Just $19 per Month
You get all these features starting at only $19 per month. You’re not billed per user, and you don’t need to sign a contract. Add more numbers if you need them, and manage everything in one dashboard.
Try Talkroute and get the features your business needs without the extra cost or hassle.
FAQs About Cloud Phone System Features
What is a cloud phone system?
A cloud phone system is a phone service that runs over the internet instead of traditional phone lines. It uses VoIP technology to send voice data as small data packets through a stable internet connection.
Cloud-based phone systems often come with advanced calling features like call routing, voicemail transcription, and CRM integration, making them a smart choice for growing businesses.
How does the cloud phone work?
A cloud phone works by turning your voice into digital data and sending it through the internet using the Internet Protocol. Unlike a landline phone system, it doesn’t need desk phones or traditional phone lines.
You can make and receive phone calls from any internet-connected device, such as a mobile phone or computer, through your business phone system app.
What are the benefits of cloud calling?
Cloud calling helps small businesses save money while giving them access to more advanced features like call recording, video conferencing, and call forwarding.
It supports inbound and outbound calls from anywhere, which improves business communications without needing complex hardware.
With cloud systems, your phone service is easier to manage and scales better with your business operations.
What is the difference between VoIP and a cloud phone system?
VoIP refers to the voice over internet protocol that powers cloud phone systems, but a cloud phone system includes more than just calling.
It’s a full business communications solution that may include features like unified communications, video calls, toll-free numbers, CRM software, and contact center tools.
A VoIP service provider gives you voice calls using VoIP, while a business cloud phone provider offers a complete unified communications platform built for business processes.
Stephanie
Stephanie is the Marketing Director at Talkroute and has been featured in Forbes, Inc, and Entrepreneur as a leading authority on business and telecommunications.
Stephanie is also the chief editor and contributing author for the Talkroute blog helping more than 200k entrepreneurs to start, run, and grow their businesses.
