IN­DIA DI­ALS on Cloud

Both mid-mar­ket and en­ter­prises are adopt­ing cloud tele­phony

Voice&Data - - FRONT PAGE -

“We have had over 60 quar­ters of con­sec­u­tive growth” CHRIS WRIGHT chief Tech­nol­ogy Of­fi­cer, Red Hat

“Pre­dic­tive an­a­lyt­ics is part of an en­ter­prise’s Big Data ini­tia­tives” YOAV DEGANI CEO of Voic­e­sense

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 above­men­tioned 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.

So, cloud tele­phony masks your num­ber when Uber or Ola di­rect your calls to a driver. When the driver calls you through a call cen­tre, he does not have your num­ber - the data is se­cure with Ola or Uber.

Apart from num­ber masking, call di­rect­ing, record­ing func­tions, cloud tele­phony now can pro­vide ser­vices like fax, send­ing bulk SMS or voice mes­sages, call for­ward­ing, con­fer­enc­ing and var­i­ous other fa­cil­i­ties. How­ever, start-ups and SMBs have been the most ag­gres­sive adopters of cloud tele­phony. SMBs in

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