Cloud Voice — Enterprise Telephony Without the Infrastructure
Cloud voice replaces on-premises PBX infrastructure with cloud-delivered business telephony — providing enterprise calling features, unified voicemail, and PSTN connectivity through a monthly per-user subscription. Modern cloud voice platforms integrate with contact center, team messaging, and video conferencing to deliver a unified communications experience.
What RLM Delivers on Cloud Voice
The migration from legacy PBX to cloud voice is one of the most common enterprise technology transitions — driven by aging hardware, remote workforce requirements, and the operational simplicity of cloud management. Platforms including RingCentral, Zoom Phone, Microsoft Teams Phone, Dialpad, and 8x8 serve different market segments with different feature sets. RLM advises on the cloud voice selection that fits your organizational scale, integration requirements, and telephony complexity.
How We Approach Cloud Voice
We work Cloud Voice the same way each time: establish the baseline, test the market properly, negotiate on evidence, and stay involved through implementation.
PBX Environment Assessment
We assess your current PBX environment — documenting hunt groups, auto-attendants, call handling rules, analog device dependencies, and the PSTN connectivity architecture that defines migration complexity.
Cloud Voice Platform Evaluation
We evaluate cloud voice platforms against your requirements — feature parity with your current PBX, global PSTN coverage for international locations, E911 compliance, and the administrative experience that reduces IT support burden.
Migration Planning
We design the cloud voice migration plan — including number porting strategy, hardware refresh requirements, parallel operation period, and the training and change management that determines user adoption success.
Contact Center + UCaaS Integration
We design the integration between your cloud voice platform and CCaaS solution — ensuring contact center agents have access to back-office colleagues, escalation paths work across both platforms, and reporting unifies communications across both environments.
Cloud Voice Evaluation Criteria
These are the dimensions we have seen separate a Cloud Voice deployment that works from one that quietly becomes shelfware.
Number Porting Timeline
PSTN number porting is a carrier process that takes weeks and occasionally encounters delays. Evaluate porting timelines against your go-live date and the contingency plan for porting delays.
E911 Compliance
Remote workforce E911 compliance is complex in cloud voice environments — location data for remote users must be maintained and provided to emergency services. Evaluate the E911 compliance approach for your remote employee population.
Analog Device Support
Fax machines, overhead paging systems, and elevator phones often require analog connectivity that cloud voice Handling varies. Evaluate Analog Telephone Adapter (ATA) support and the hardware investment required.
Global PSTN Coverage
Multi-national organizations need PSTN coverage in all countries where employees make and receive calls. Evaluate in-country PSTN availability and the compliance requirements for local telephony regulations.
Microsoft Teams Phone Evaluation
For organizations standardized on Microsoft 365, Teams Phone System with Direct Routing deserves evaluation alongside dedicated UCaaS platforms — the integration advantages can outweigh feature gaps.
"We had a legacy premise system and 90 days to migrate. RLM built the plan, managed the vendors, and we hit the deadline with zero customer disruption."
We are paid by the provider you choose, which means we have no reason to steer you toward any particular one.
Where This Matters Most
Sector-specific considerations we see repeatedly in customer experience engagements.
A Sample of the Customer Experience Providers We Evaluate
RLM is vendor neutral. These are among 600+ providers in our evaluation set — inclusion here is not an endorsement, and we are paid by the provider you choose, not by any provider in particular. How that works →
Where Do You Want to Start With Cloud Voice?
Talk to an RLM advisor who specializes in CX technology. We'll help you find the right solution for your business — without vendor bias.