The New Age Com­mu­ni­ca­tion Plat­form

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

Voice&Data - - CONTENT - Aniketh jain (The author is CEO & Co­founder, So­lu­tions Inifni)

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!

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