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BT Cloud Voice is a VoIP (Voice over Internet Protocol) phone system designed to help your business with everyday communications. BT’s Cloud Voice enables your workforce to work from anywhere and is offered in three tiered packages:
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Basic
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Connect
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Collaborate
Unlike traditional telephone systems, which rely on physical telephone lines, Cloud Voice leverages your internet connection to make and receive calls. This provides businesses with the flexibility to use their phone system from virtually anywhere, as long as they have an internet connection.
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Moving from physical to virtual phone systems can help reduce the cost of business communications, offering not only a scalable phone system infrastructure but also a range of other benefits and features.
BT cloud voice features include support for a range of voice and collaboration capabilities, voicemails that can be sent to an email, hunt groups for distributing workloads and analytics tools to help determine inefficiencies in your infrastructure design.
Table of Contents
In this article we\’ll cover the key features of BT Cloud Voice, how it can benefit your business and what add-ons your business should be leveraging to meet demands.
Calling Options
As with any business phone system, the focus of BT Cloud Voice should be on the calling options provided. One benefit of the BT Cloud Voice call plans is that all minutes are shared across users and not applied at an individual level, therefore your business resources are pooled together for greater cost-efficiency. Within these plans, call plan minutes range from 500 through to 60,000 with a further unlimited option available for call-heavy workloads.
With any BT Cloud Voice setup, a UK and International package must be selected, but if your business does not make calls outside of the UK, pay as you go should be your go-to selection.
To see the calling options available for BT Cloud Voice, check out our pricing article that goes into detail about the costs involved with BT Cloud Voice, as well as the different calling plans on offer – both for UK and international calls.
Standard Features In Each BT Cloud Voice Package
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BT Cloud Voice can be scaled to meet your demands, with Connect and Collaborate building on the features of the basic tier, including features such as call director and voicemail, meanwhile hunt group capabilities and automatic call routing are all included as standard.
Cisco ZTNA Pros & Cons
| wdt_ID | wdt_created_by | wdt_created_at | wdt_last_edited_by | wdt_last_edited_at | Pros | Cons |
|---|---|---|---|---|---|---|
| 1 | hyelland | 22/10/2024 02:49 PM | hyelland | 22/10/2024 02:49 PM | ✓ The Cisco portfolio has a suite of offerings to comprise a Zero Trust solution that stands out in the market. | ❌ Cisco AnyConnect VPN requires integration with another solution like Duo Secure Access to get closer to providing true ZTNA for remote users. |
| 2 | hyelland | 22/10/2024 02:49 PM | hyelland | 22/10/2024 02:49 PM | ✓ Cisco’s Zero Trust solution includes integrated analytics, automated decision making, segmentation controls across whole infrastructures and seamless integration with Cisco’s identity management and multi-factor authentication products while adding impr | ❌ While Cisco has made several acquisitions to expand their security portfolio, solutions that comprise primarily of Cisco’s core enterprise network products require specific knowledge that apply to only Cisco products, and this can be difficult to implem |
| 3 | hyelland | 22/10/2024 02:49 PM | hyelland | 22/10/2024 02:49 PM | ✓ Cisco’s solutions offer cloud or on-premise as well as hybrid deployments. | |
| Pros | Cons |
Optional Features
One of the greater benefits of leveraging cloud-based services is the inherent ability to leverage new features on-the-fly and BT Cloud Voice is no exception to this rule. With features such as CRM integrations, call recording, shared call appearance, call centre ACD and more, your business can quickly get equipped with the necessary features via a BT Cloud Phone system in order to best serve your customers, workforces and to take the strains out of daily communications.
Chargeable Per User Per Month Add-ons
Checkpoint ZTNA Pros & Cons
| wdt_ID | wdt_created_by | wdt_created_at | wdt_last_edited_by | wdt_last_edited_at | Pros | Cons |
|---|---|---|---|---|---|---|
| 1 | hyelland | 22/10/2024 02:50 PM | hyelland | 22/10/2024 02:50 PM | ✓ Check Point’s solution is comprehensive with features such as IPSec VPN tunnels, anti-spam and email security, application control, URL filtering, SSL connection management and mobile access support. | ❌ The Check Point solution lacks in reporting and visibility into threat origin and impact, although customers can make up for this with SIEM and threat intelligence integrations. |
| 2 | hyelland | 22/10/2024 02:50 PM | hyelland | 22/10/2024 02:50 PM | ✓ The solution is well-rounded and targets all key areas of Zero Trust models (including networks, people, devices, data and workload security) and allows for full automation and seamless integration to the cybersecurity ecosystem. | ❌ The solution usually requires a high level of technical ability to deploy, especially when implementing some of the more advanced features that the Check Point solution offers. |
| 3 | hyelland | 22/10/2024 02:50 PM | hyelland | 22/10/2024 02:50 PM | ✓ Advanced threat protection against zero-day attacks and their easy to use and deploy solution is commendable. | ❌ Customer feedback indicates that technical support pushes for professional services for complex issues and leaves some users feeling under-supported. |
| Pros | Cons |
Chargeable Per Site Per Month Add-ons
Cloudflare ZTNA Pros & Cons
| wdt_ID | wdt_created_by | wdt_created_at | wdt_last_edited_by | wdt_last_edited_at | Pros | Cons |
|---|---|---|---|---|---|---|
| 1 | hyelland | 22/10/2024 02:51 PM | hyelland | 22/10/2024 02:51 PM | ✓ Cloudflare’s solution differentiates itself from the competition with their innovative approach to privately routing to IP subnets or individual hosts without VPN whilst enforcing ZTNA policies. | ❌ The complexity of implementing Cloudflare solutions lends to difficulty of deployment noted by some. |
| 2 | hyelland | 22/10/2024 02:51 PM | hyelland | 22/10/2024 02:51 PM | ✓ The company also offers Firewall as a Service, Cloud Access Security Broker (CASB), DNS resolution and filtering, HTTP/S inspection and filtering, and a Secure Web Gateway. | ❌ Customer feedback also notes a lack of device security support (in other words, compatibility with mobile endpoint devices like smartphones). |
| 3 | hyelland | 22/10/2024 02:51 PM | hyelland | 22/10/2024 02:51 PM | ✓ They also offer a transparent pricing model and strong integration capabilities with multiple identity providers as well as the broader cybersecurity ecosystem. | ❌ While Cloudflare’s DNS filtering performance is second to none, it could be more feature-rich with Artificial Intelligence and/or Machine Learning capabilities such as their competitors. |
| 4 | hyelland | 22/10/2024 02:51 PM | hyelland | 22/10/2024 02:51 PM | ❌ Complex implementation and low expectations for handholding by support teams mean that the solution requires a more technically-savvy implementation team for the customer. | |
| Pros | Cons |
Call Analytics
One of the best ways that businesses recognise a potential return on investment over traditional phone systems is with BT Cloud Voice is through its Call Analytics capabilities. Similarly to the call packages, Call Analytics are also delivered in three packages: Insight, Report and Report Premier. Providing you with an online portal, call analytics are available on wallboards, PC and mobile devices to showcase your businesses\’ trends and view reports to keep track of missed, made, attempted and received calls.
With the Insight package, analytics update every 15 minutes and provides your business with 12 months of historical call data. Offering pre-built dashboard for key analytics, the insight package allows reporting for individual direct lines, users or whole businesses, enabling basic call trends and pattern analysis.
The Report package offers all of the insight features, as well as customisable report templates and dashboards that allows viewing of real-time data on calls made, received and missed. If real-time viewing isn\’t your thing, reports can be emailed on a schedule, allowing your business to perform monthly, weekly or even daily reviews of calls.
Alongside the scheduled reports, the Report package also provides SLA-based dashboards for productivity tracking, helping your business to measure ongoing performance against pre-defined service level targets. This includes executive summaries that consolidate multiple reports with observations and tools to review performance and plan future staffing needs based on historical data.
Finally, the Report Premier package offers everything in the previous two packages, with live queue and agent monitoring, real-time information on waiting calls and calls in progress, team productivity wallboards and future shift planning capabilities.
What Features Does Your Business Need?
When selecting BT Cloud Voice, it\’s important to know what features your business needs or could utilise to improve daily processes.
Benefits of BT Cloud Voice for Different Business Sizes
As to be expected, smaller businesses will typically need the features offered by the Basic package. The inclusion of essential capabilities such as call forwarding, hunt groups and voicemail already offers a complete overhaul of traditional phone system infrastructure, allowing businesses to continue on with daily processes without worrying about added functionality.
However, for larger teams or those requiring collaboration tools, the Connect or Collaborate packages can become more favourable. Offering improved functionality through increased Cisco Webex Teams and presenter controls, workforces are better supported with a wider range of capabilities.
When considering calls, for businesses with high call volumes, the unlimited call plan is ideal to avoid per-minute charges. For others, shared call plans can optimise costs across users, therefore businesses need to carefully evaluate potential cost-saving benefits and where the greatest return-on-investment may come from.
How BT Cloud Voice Supports Remote and Hybrid Workforces
BT Cloud Voice is designed for flexibility, making it ideal for remote and hybrid teams. The key features that facilitate this flexibility include:
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Hot Desking: Employees can log into any phone and their personalised settings are carried over, ensuring productivity across different locations without any setup delays.
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Mobile Apps: Users can make and receive calls, manage voicemails and access collaboration tools directly from their smartphones, alleviating the need to constantly have a laptop or desktop device to hand.
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Online Portals: Administrators can manage the entire phone system remotely, adjusting features and monitoring usage in real-time, reducing the complexity of workload for administrators and also improving operational efficiency by minimising the need for on-site expertise to handle issues.
Customer Success Stories
However if you\’re still stuck on whether to choose BT Cloud Voice, or if you just aren\’t sure what features you might need, we\’ve detailed some customer success stories to assist in your considerations.
Diaceutics
Diaceutics provide the world\’s leading pharmacy and biotech companies with end-to-end solutions for precision medicines through data analytics and scientific services. When moving to their new office at King\’s Hall in Belfast, Diaceutics decided to implement BT Cloud Voice to replace their traditional phone system, giving their new offices a whole new infrastructure to improve their offerings.
Once implemented, Diaceutics significantly leveraged capabilities such as the Cisco Webex integrations and multi-device functionality. Successfully deployed for 145 employees (who were mostly remote and hybrid workers), BT Cloud Voice provided Diaceutics with communication across all continents, with integrated voice, video, and messaging tools under a single portal, that could support their remote and hybrid work styles.
A quote from Diaceutic\’s IT Director highlights the impact of implementing BT Cloud Voice has had: \”BT Cloud Voice gave us extra flexibility to maintain a presence within departments and allows them to receive important calls even though workers could either be in the office, at home or on the road\”.
Vale Garden
Vale Garden, a manufacturing company that were losing confidence in proposals received to replace their legacy onsite phone system. The IT team were unsure whether all technical aspects had been captured to allow a successful migration into the Cloud.
Nik Bahl from BT and Netify (Network Union) conducted a workshop to align their features with BT Cloud Voice capability and met budgets allowing Vale to save against their previous voice costs. This meant that Vale could successfully migrate from their legacy system to BT Cloud Voice and maintain all required technical functionality.
