In­dia Di­als on Cloud

Both mid-mar­ket and en­ter­prise are adopt­ing cloud tele­phony

PCQuest - - CONTENTS - Jy­oti Bha­gat jy­otib@cy­ber­me­dia.co.in

Alexan­der Gra­ham Bell in­vented tele­phone in 1876 and sub­se­quently it be­came the most crit­i­cal com­mu­ni­ca­tion tool for the world. In the 1970s the In­ter­net was dis­cov­ered by the US De­fense Agency and the world of com­mu­ni­ca­tion wit­nessed the next par­a­digm shift then. The com­bi­na­tion of tele­phones and In­ter­net (more ex­plic­itly the cloud en­vi­ron­ment) has spawned the cre­ation of cloud tele­phony.

Cloud Tele­phony is the tech­nol­ogy that moves your busi­ness phone sys­tem to the cloud. It is a voice and messaging ser­vice that re­places the need for the con­ven­tional busi­ness tele­phone sys­tem, say, – PBX, EPBAX, etc. The sce­nario for cloud tele­phony In­dia is chang­ing fast, which en­tails more en­gage­ments for all busi­nesses, both en­ter­prise and SMBs.

As the mar­ket moved to­wards “Uberi­sa­tion” of busi­nesses, the num­ber of busi­nesses whose mon­e­ti­za­tion de­pended on suc­cess­fully con­nect­ing a buyer and a seller has pushed cloud tele­phony In­dia to new lim­its.

To­day, cloud tele­phony in In­dia is be­ing used to power a lot of unique use cases: 1. Sup­port­ing field work­force like de­liv­ery agents, sales­per­sons, ser­vice­men, etc. 2. Safe­guard­ing cus­tomer pri­vacy (what is col­lo­qui­ally called Phone Num­ber Mask­ing) 3. In mar­ket­places to con­nect a buyer and a seller 4. Au­to­mated call­ing us­ing APIs 5. Im­prov­ing op­er­a­tional ef­fi­ciency and agent

pro­duc­tiv­ity in all of the above-men­tioned cases

To­day, if you want to scale from 10 tele­phone lines to 10,000 lines it can be done in a mat­ter of min­utes through the magic of cloud tele­phony. What hap­pened to IT in­fra­struc­ture - where one had to ear­lier buy servers, racks and other hardware to grow - with the in­tro­duc­tion of cloud com­put­ing, is hap­pen­ing to tele­com in­fra­struc­ture. Ca­pac­ity can be added on tap. Which is why cloud tele­phony is also called hosted tele­phony. The hardware can be hosted any­where but ser­vices could be pro­vided wher­ever re­quired.

More than mere cost sav­ings, cloud tele­phony play­ers say that the big­gest at­trac­tion to cus­tomers is the an­a­lyt­ics and ac­tion­able in­tel­li­gence that they can pro­vide.

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