Top five cloud telephony trends to watch out in 2018
The rapid advancement of technology has evolved the way we live in today’s world. The amalgamation of multiple technologies and digitisation has fostered the way we interact with each other. Cloud services have disrupted the technology and have made the digital space more efficient. Acceptability of mobile, internet, augmented reality, virtual reality, cryptocurrency, VOIP, etc. has now taken a boost.
The paradigm shift in the landscape of consumer and business technology has raised the business acumen amongst people in India. Ankit Jain, CEO, MyOperator feels that cloud telephony has made business communication efficient and has been at the centre of many businesses. It has replaced the traditional PBX system and has gained momentum this year. Also, it is estimated to be around $ 100 billion by sometime 2020.
Voice Bots will be ruling the business: In today’s time, communication technology usage is far beyond transistors and landline phones. With the onset of mobile phones, people started relying on SMS for textual conversations. But now, with the wide acceptability of mobile phones and internet, it is possible to interact with bots and send messages in the form of audio and video. Initially, it was restricted only to specific users but now it is fostering the common man lives as well.
In the coming years, we will see that voice bots will start becoming common for businesses but would be limited mainly to high volume operational processes. They are going to be the future of cloud telephony, thereby helping businesses reduces human efforts in all aspects.
Breaking the barrier — multilingual technology: India is a multilingual country and is known for its multicultural values. Each state has its own native language and efficient communication is the only way that binds these states and the people. Nowadays, it is possible to have a single communication system to understand different languages. Indian language based speech technology has evolved over the years. Businesses can now connect with their customers in the customers’ local language with the help of IVR. Use of customised IVR not only enhances customer satisfaction but contributes significantly to enhanced user experience as well.
Need for analytics — Data is key: It’s very important to understand the effectiveness of a marketing campaign. Are we on the right track or do we need to change the strategy? Is marketing working for us or not? These are some of the many questions that every company wants to know. With the digitisation picking pace, consumer- related data is becoming increasingly important. It helps us to measure the ROI of marketing campaigns and also the business growth.
Data analytics will play a major role in the coming year. With the widespread use of voice and chats bots, analytics will become more intense. Keywords will now be defined by sentiment analysis. Analytics usage would be limited to enterprises and mid- enterprise market due to increased demand of consumers.