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In the last seven years, cloud telephony has seen exponential transformation and growth across the globe. With the business models evolving on a faster rate, the full potential of cloud telephony in India is yet to be unleashed

Cloud telephony is a technique used to deliver telephone applications on the cloud as a hosted solution. It is a messaging and voice service that does not require traditional business telephone systems such as PBX or EPBAX.

Enterprises could make or receive multiple voice calls and messages simultaneously, without investing on any additional capital infrastructure with Cloud Telephony. This is considered useful when businesses want a global reach where the increased need to successfully connect with a buyer and seller transcends limits.

Exponential Growth with Cloud Telephony

Cloud Telephony in the last seven years has seen exponential transformation and growth across the Globe. With the business models evolving on a faster rate, the full potential of cloud telephony in India is yet to be unleashed.

A strong network operator connection will pave way while approaching clients. Cloud Telephony also needs to be customized according to the regionspecific issues and ensure to provide support in the preferred region/country specific language which in turn leads to more profit for businesses.

Business Process Automation through Cloud Telephony

Automation today is changing the way the world does business. Processes, which were manually done, are today automated. This has led to higher au-

tomation and a more competitive and efficient industrial environment.

Time-consuming, frequent tasks can now be automated easily with the click of a button using customized IVR flow and connect customers in a seamless way.

Cloud telephony makes businesses operate in an agile way, lowers operational costs and boosts efficiency. Cloud telephony is quick and easy to set up, can be scaled at will. Single API can now provide multi-channel communication platform to businesses of all sizes.

Why Businesses choose Cloud Telephony over traditional methods?

Businesses implementing cloud-based telephony are seeing clear advantages over on-premises solutions like lower operating costs, easier operation, automatic updates, built-in disaster recovery, and a scalable pay-as-yougrow model that provides flexibility for businesses of all sizes. The traditional PBX systems provide limited scalability and include high installation and operation costs.

Service providers today can create use cases in terms of support workforce like delivery agents, salespersons, provide virtual phone number solutions, call bridging, virtual phone numbers to safeguard customer’s identity, build a platform for the buyer and seller and improve on agent efficiency through automated calling using APIs etc.

Future Trends of Cloud Telephony

India, while being tech-driven, still prefers voice communications over impersonal emails.

In India, where start-ups are taking up a huge market shares, Cloud telephony offers three main benefits-affordability, scalability and reliability. This has led to the aggressive adoption of this technology among Indian businesses, especially start-ups who are usually cash strapped.

Here are the five trends of Cloud Telephony to look out for in 2018:

1) Business Expansion

Cloud telephony will help local markets to expand their business and customer base globally. It will generate direct employment to thousands of professionals. The employment provided is of high-end and thus businesses back home can compete with industry giants like Google and Twilio.

2) Multi-language Support

This is currently the need of the hour. Cloud telephony will make it easy to transfer call to language specialists in seconds. This will help overcome language barriers and boost customer engagement in a large way!

Leading Cloud service providers like Google, Amazon, and Microsoft have already launched speech recognition technology for Indian and other languages on their cloud platforms.

3) Improved Security

Though many companies previously were reluctant to adopt Cloud telephony, the improvement in CRM software that gets integrated to cloud safeguarding customer information has led to many businesses opting for it.

2018 is all set to witness more security over the Cloud Telephony system in keeping customer information safe by making it less probable to cyber threats and attacks.

4) Boost Economy

Cloud telephony market is expected to touch $100 billion by year 2020! With Cloud telephony, businesses can get detailed data and perform in-depth analysis of market, design strategies to reach wider target audience accordingly.

Thus, cloud telephony will be like a cost-saving pillar to develop secure, scalable, and reliable new enterprises. It will be a great boon for enterprises of all sizes.

5) Chatbots/Voicebots

Entering an era of Chatbots/Voicebots, Cloud telephony is all set to increase its presence in smartphones. This can be done by introducing chatbots to resolve most of the customers’ queries. More and more businesses are also looking at opting Voicebots. This will reduce the long queues over calls waiting for a customer care representative to resolve issues manually.

These Chatbots/Voicebots will also help businesses resolve queries in less time and cut down on costs too while providing a happy customer experience.

Cloud Telephony is one of the most important technologies that every business must adopt in 2018 to grow and reach globally!