Google+ New Startup Businesses Adopt Cloud Telephony for Improved Customer Service
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Archive for October, 2014


Cloud when adopted with significant Internet protocols works as a reliable information delivery model. With easily accessible remote computing resources featuring improved security, reliability and scalability, customer service operation of a business stays in better position to respond to customers’ requests or complaints thereby nurturing the relationship, which is must for growth and sustainability of a business.

The future of cloud telephony in India is quite bright. Did you know why? First, India is the world’s best outsourcing destination serving clients across the globe. Second, India, an emerging economy, 10th largest in the world, boasts of its rising per capita income, thereby it’s become the focal point of investment. Third, liberalized economy coupled with consistently improving infrastructure, and easing government compliance is boosting the foreign direct investment sentiment. Thus, circumstances are in favor of a healthy business environment, and it would definitely raise the demand of responsive customer service operations to keep customers satisfied. There are countless reasons that urge startups to adopt cloud telephony for customer service centers; few of them are listed below.

Trusted Services

Stability, security and expertise are three key features that make cloud-based contact center service a better option. The data is kept confidential, and it is circulated within the organization through voice recordings to maintain their integrity. These services bring excellent expertise to the business processes with advanced & verified practices.

High Functionality

Cloud based customer services give a well-classified set of unified communications, business process automation and multichannel contact center features for strengthening business processes. The extremely easy-to-handle contact center tools bestow business owners with extensive control over operations, manage users in minimum IT involvement and let them fine tune applications.


While making use of cloud telephony in India, one can easily scale up & down for meeting ever-growing business needs, fixing prices and terms and customizing applications. With high end flexible solutions, contact centers can be managed well, without involving any business risks.

In short, cloud based customer services are the best way to deal with distantly located customers and assisting them with perfect, prompt solutions. Every business enterprise must consider them and deploy to reap long term benefits.


The importance of cloud-based communication and collaboration has been occupying a considerable space in the discourse of IT decision makers representing different business verticals for quite some time. It was fiercely debated when cloud was acknowledged as one of the top IT strategies by Gartner. However, we do admit that there were certain myths and misconceptions that obstructed the smooth adoption of it.

Interestingly, such considerations have been thrown out, and cloud telephony has been accepted as a business productivity tool across the globe. Coming to India, we can witness entrepreneurs are gradually shedding out their inhibitions too. The boom in cloud adoption is also flagged by Gartner. It says that in 2014 the cloud market is likely to grow with 32.2 percent to total $556.8 million, and out of this the share of Infrastructure as a Service (IAAS) will be $78 million.

In the context of cloud telephony, would you like to know why cloud video collaboration is better? Here are the reasons:

Intuitive two-way collaboration: Perhaps, there is no substitute of face-to-face contact, whether it’s imparting training, expressing/receiving views or options, debating on business insights or concluding key-business initiatives. This is critical for businesses wanting to gain a competitive advantage.

Flexibility, Agility, Efficiency: Interoperability being an inherent feature of cloud technology, people can host or participate in a video conferencing without being worried about the device model or operating system platform it has. Moreover, businesses have the privilege to select plans based on number of users. Efficiency is not a concern, provided you have selected a trusted vendor and opted for a better bandwidth plan.


In the ever-growing business industries, time is money, and wasting time in doing non-productive tasks directly indicates loss in business returns. To make it easy for companies of all sizes to save, access, modify and share data, cloud computing services have evolved greatly, like never before. Considering the increased interest and adoption of this progressive technology, cloud based call centers have given unmatchable flexibility to the enterprises to meet end-to-end customer needs, without digging hole in pocket. Initially, businesses took time to understand the scope of cloud call centers, but gradually the extended support and ease to conduct business processes have lured companies to depend on these services.

Setting immensely motivated milestone, cloud based call center services are going to be really high in demands in next five years – says MarketsandMarkets in a recent blog post. If we go by the regular researches, the numbers of business organizations depending upon online call center services have increased steadily by great margins in past few years. The reliable source, MarketsandMarkets, has estimated that cloud call center market will be expanded to $10.9 billion by 2019 from $4.15 billion in 2014 with compound annual growth by 21.3%. When talking about the different countries, North America seems to be the biggest revenue contributor in future while Latin America, Asia Pacific and Middle East & Africa could experience high compound annual growth rates being emerging economies.

On-Premise Call Centers Are Migrating to Cloud

Not just to make business processes easier, but to give maximum benefits to the customers, most of the on premise call centers are slowly targeting the cloud ones – as updated by 2014 North American Call Center Survey. A great majority of call centers (70 out of 78 percent call centers) are going to take this initiative to have better scalability, ability to employ work-from-home easily and low cost of ownership. Apparently, it will bring more advantageous situations for the customers resulting in their improved experience.


It is truly a fact that voice is a widely used customer engagement channel to conduct unified business operations. Despite advanced technology and huge collection of data, it becomes difficult for the professionals to understand actual needs of the clients and meet their expectations. Thus, it is necessary to set up call centers where agents are ready to speak to the callers and assist them with the most sorted recommendations on various topics. Considering various aspects of the real-time customer support, every call center needs to undergo transformation to fulfill ever changing industry demands. Have a look at how call center services are transformed to make the solutions more effective, impressive and accurate.

(A) More Transparency for Clients and Their Preferences

For every business organization, it is extremely important to collect maximum possible information about its customers so as to approach them & build relationship in different ways. Besides, time-to-time predictive analysis, personalized document creation, cross channel interactions, high speed access to communications, and automated decisions are enough to gather necessary details while engaging customers. The customer calls can also be personalized to make better contacts with them and help them with the required information.

(B) Analytical & Real Time Decisions

The decisions are made based on the existing CRM platform with the motive to exclaim personalized content offers, invitations, alerts and notifications, depending upon the prior interactions. While giving call center services to the customers, it is important to gain trust of the potential audience so as to get going well with the business dealings. In fact, it is better if the agents perform extremely well and keep up the real time score & give automated decisions right away. It helps in improving customer satisfaction and gradually increase the cross sell opportunities. Obviously, the progressive customer analytics support in driving great revenue.

(C) Multi-channel Workflow

The customer interactions are automated for eliminating the manual processes along with boosting agent’s performance. Under call center services, it is easy to quickly generate complaint outbound communications for resolving diverse customer needs and engage more & more audience through SMSs and emails.


The business common sense says that negative customer experiences not only reduces the sales, but also send them to the competitors while taking a backseat in the race. None of the enterprises should settle for ‘okay’ sort of a deal when it aims to be on the top of the industry. Though little challenging, yet learning on how to go from good to great with call center services could be really remarkable. Running a successful business does not mean to meet the customer needs, but it is something beyond exceeding expectations. Apparently, every service provider needs to take important decisions and excel well while handling unexpected call center queries.

Everything including efficacy, speed and quality is counted when it comes to present grade to a good and a better call center. Depending upon the reliability and accuracy of the services, the call centers are rated and then the required improvements are made.

Here are 5 significant aspects to learn that can impregnate excellence in call center services:

  1. It is necessary to rely on the customer experience and think a little more about the improvement of the customer journey.
  2. Call centers really need to figure out best ways for dissemination of information across the organizations.
  3. None of the “box ticking” exercises should be implemented on the customer feedback unless they really obtain some value to the organization.
  4. The approach for giving call center services should be new, innovative and interactive so as to make the transformation easy. In place of using conventional approach involving “once and done” technique to the customer service, it is advised to adopt and implement ‘customer experience’ philosophy so as to reap maximum benefits.
  5. The call center representatives should concentrate not only on the current requests, but must also understand individual needs and goals, and should take suitable steps to meet future requirements.

Transforming call center services from good to great is not a big deal, if the professionals are really dedicated, ready to adopt well-strategized approaches and implement them instantly. So, if you are running a call center or you are a part of it, ensure you come up with right things that help you improve the business in every possible way.


Facebook is bombarded with 1 billion piece of content on daily basis from users, advertisers and sponsors.  Google CEO, Eric Schmidt observes that on every two day we are creating as much data as we did from the dawn of civilization up until 2003. According to a recent survey, the digital universe is crowded with nearly 2.7 Zetabytes of data, and there is no U-turn. De facto, this is a case of data explosion, and this is not with big tech giants alone. In fact, it’s happening with every business, enterprise, or organization.

The concern provoked technology scholars, scientists and experts to develop Apache Hadoop, an open-source software for reliable, scalable, and distributed computing to absorb the big data workloads and successfully encounter any hardware failure causing data loss, modification or even theft. Wondering how Apache Hadoop works? Actually, Hadoop is a software library that provisions a framework to facilitate distributed processing of large data sets across clusters of computers using simple programming models.

Providers of S-a-a-S or cloud-based cloud computing solutions have joined hands with Apache to add efficiency, security and redundancy to their cloud computing, backup and recovery services. A few other significant benefits of Apache Hadoop are discussed here:


As a single pool of data, the infrastructure can accommodate diverse users and application workloads. Hence, no data movement required. Consequently businesses can seek it as a platform where they can store all kinds of data – structured, unstructured, log files, pictures, audio files, communications records, email, etc. They can also use it as a silos to dump data that has been stored across different systems. Moreover, the data can be queried or accessed easily.


Perimeter security, authentication, granular authorization, and data protection – all is available with an Apache Hadoop architecture to ensure data remains protected against all potential threats.


Hadoop cloud computing redefines the economics of data as it’s extremely built to serve the purpose of big data. How it benefits cloud service providers?   Hadoop doesn’t demand expensive specialized data storage systems, rather it can be deployed on industry standard servers. Also, it relies on an internally redundant data structure. Clients adopting Hadoop-based solution can exploit its real-time interactive querying, business intelligence, analysis and visualization, and keep everyone in the organization on board with right kind of information.


Clients can leverage its enterprise-grade data auditing, data lineage, and data discovery and have better control on their digital assets irrespective of mobility, bring your own device (BYOD), or other challenges.


Hadoop promises higher data availability to keep people productive, effective fault-tolerance to keep system immune against mechanical, physical or security threats and automated backup and disaster recovery coupled with advanced system and data management to add resilience to a business/organization.


Poor telephone lines! It seems their heydays are over. I’m sorry to say. Perhaps, this is what echoed from Gartner. According to a recent survey, by 2016, cloud phone system is going to corner the major pie of the IT business investment. Why should we put our phone system there? Will we be able to get uninterrupted service? Will it be safe? A volley of similar questions bombarded our minds. This was a major struggle that we faced when we ventured with the cloud business communication platform. It was difficult to persuade clients to even think of the new system. But after a year into business, we can say that most of our clients, who adopted the change, are satisfied. Their smiles promoted me to pen down the blog, titled Benefits of Running Office Telephone System Hosted on Cloud Based Phone Service:

Initial & Ongoing Cost Savings

Initially entrepreneurs were puzzled with upfront investment? If you are a one, then give your thought a dump. With a Hosted PBX solution, you won’t require to invest with office telephone systems. Nor you need to think of on-going maintenance charges as entire things are managed in the background by your service provider.

Geographical Flexibility

With a virtual office phone system, the whole world shrinks in your office. Your people can work from anywhere, from home, other offices, mobile phones, and even overseas.

Local Presence

Wondering as how customers would trust you with a new phone number every time? Thrash away the myth. Now, get local virtual numbers in cities where you are not physically located and operate confidently. Let your customers connect with you by dialing the local numbers from anywhere.


Business extension needs new numbers and with a traditional phone system it means extra investment with equipment, wiring and maintenance, but with cloud phone system, you can do without them.

Quick Setup & Ease of Use

No SLA for setup and installation. Get up and running your cloud phone system in no time. Also, add and remove phone numbers, extensions and customize features as per users’ preference with intuitive Web interfaces.


Today our business communication with vendors, partners, prospects and customers have become more complicated than ever. In fact, this resulted from the adoption of multi-channel communication platforms, and we are addicted to it to an extreme level. Phone calls, faxes, emails, text messages, audio and video conferencing and much more. Interestingly, we bank on them not just being at desk between 9 and 5, but beyond that, at home, on the road and at client sites.

Hence, it becomes evitable to go with IP telephony services with absolute mobile integration to keep everyone on board to run business processes smoothly. Perhaps, this has become the top enterprise priority in today’s world, and the inclusive face of this is often termed as unified communication solution.  Mobile professionals can stay intact with their peers at headquarters or branches through voice and video using compatible multimedia applications. This imposes certain challenges on original equipment manufacturers, as they need to provision smartphones and tablets that are equipped with desired feature to facilitated quick and easy integration with cloud telephony services.

Cloud telephony (a.k.a. hosted VoIP or cloud phone systems) has a multitude of benefits, which has been discussed many a time by different analysts and scholars round the globe.  A few significant one includes simplicity and lower total cost of ownership as businesses enterprises don’t have to go with a physical PBX (private branch exchange) box and complicated wiring or ducting system. Consequently, they are freed up from the frequent maintenance and upgrades. Hence, they can focus more on their business objectives.

However, there is one challenge as most of the cloud telephony providers compel their clients to go with their choice of telecommunication carriers. Even some others ask to trash away existing phone numbers. Hope, this would be resolved in coming years to make cloud telephony more inclusive.


As communication becomes intrinsic to a business operation the love affair between computers and the Internet has reached a new high. Wondering? But yes, you can’t overlook the contribution of Voice over Internet Protocol (VoIP) in advancing the communication at workplaces. Today, cloud-powered business phone system is in pursuit of replacing the out-of-date or analog phone system for many reasons. Perhaps, it’s proving to be a right step towards a more inclusive and profitable experience.

Why should you upgrade your business communication system? Obviously, a business is all about serving customers or clients by making most of the business resources. Thankfully, by bringing people across departments on a board, the cloud-based phone system gives enough reasons to get adopted. Let’s assess them one by one.

Cost Saving

Get rid of clumsy PBX hardware and phone instruments. And bid adieu to setup and installation too. Moreover, unlike traditional phone system, businesses don’t have to enter any long term contract with their cloud telephony vendors. Business VoIP solutions reduce the communication charges by 60%. Wondering how? First, entrepreneurs can choose plans based on the number of users, and get them upgraded or downgraded as and when required. Also, calling charges are not on à la carte basis, instead here users can make unlimited calling in the chosen plan.

Innovative Features

Apart from the limited analog features like groups, forwarding, voicemail, conference calling, transfers, call waiting, standard phones, business professionals can make use of advanced tools like auto-attendants, find me, follow me, voicemail transcription, self-service portal, advanced mobility features and IP-phones to enhance collaboration internally and serve customers better externally.

Easy Getting Started & Simplified Communication

No specific technical expertise is required here to install and manage equipment. Just like any plug-n-play device, get your IP phone, PCs, tablets and smartphones connected with the cloud.  With online activation and self-device management, getting started with cloud telephony is nothing more than a child play.

Interoperability & Unified Messaging

Cloud telephony features can integrate with third-party contact management program or CRM software, as a result, you can make phone calls from there and receive and respond to emails and faxes without leaving your workstations. Hence, be in a better position to serve your customers the way they want.

Quality Service

Upgrading business communications systems means transcending the normal voice quality to experience the HD one and leveraging flexibility to make the most of the mobile capabilities to scale up your business without scaling up total cost of ownership.


Cloud-based phone system has redefined telecommunication. Achieving innovation in leaps and bounds, it has revolutionized the way we connect with people, share our ideas and conduct business. But still a vast majority of people are hesitant in adopting it. They are still clinging with their traditional PABX hardware and relying on Skype and Google Voice for delivering voice, messaging, fax or initiating video conferencing. None should be blamed for, just there is a lack of awareness. There could be varied reasons related to upfront cost, complexity or performance quality on the backstage.

In the present technology blog, you will witness, how Fonebell Video Conferencing System makes conference calls extremely simple. Featuring interoperability, it holds compatibility with each and every platform or device, including mobiles, tablets or PCs offered by all vendors.  A safe and secure connection is established among all over the Fonebell Cloud to let you and your participants come on the board. From a single master shared directory, you can send invitation or request to everyone whom you want to join the conference.

How it works? Fonebell cloud conferencing system is similar to any plug-n-play device. The moment you connect it with Fonebell Cloud, you can invite and join together as many people you would like. Needless to say, that participants need to have the Fonebell Cloud app on their devices. Interestingly, participants don’t need to dial in numbers, access codes, they just have to click on the names in the directory and get connected instantly with desired persons. Everything works automatically the moment you power up your Fonebell Cloud. With new users getting added instantly to directory with a click and invitee status available at front, getting started with a meeting becomes easier. Firewall and business-class security and data encryption – all is available with the cloud itself and puts no obligation on you to incur any extra investment towards it.

Hence, no more time killing and momentum fighting, no IT support. Just connect with people, share ideas, plan strategies and stay ahead.

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