Technology has brought revolution and there is nothing that remains untouched from its influence, so even the way calling was done has also changed and cloud telephony has popped out from the blues! Now, one may ask what cloud telephony is. Well, cloud telephony is an unprecedented calling system that takes into reckoning technological advancements, so if one has to explain in layman term then it is an on-demand voice service that different hosts provide over the Internet and it can be customized to manage and monitor inbound and outbound calls.
Cloud telephony breaks the old antediluvian fashion of making calls, it guides the communication ship towards a new trajectory by allowing users to make calls through their computers, tablets, and phones. With an advantage like that, many businesses have started using it over-enthusiastically to create one-on-one relationship with clients all across the world. So, no matter whether your business stake is in the UK, the US, Canada, Australia, Germany or any other territory on the planet, as long as you have the acumen to use cloud telephony you can contact them, explain your proposals, sketch the proposition and streamline your investment.
Due to so much of resonance, slowly and steadily, cloud telephony services has touched India, and many business entrepreneurs are over-enthusiastically using this technology to make calls all round the world with just paying their internet rentals. So, it has curbed the operational cost of the organization, at the same time, with the help of cloud telephony the ambience of the environment is restored. So, you won’t find now-a-days complex copper wires of landline phones thronging premises, rather, just a laptop, desktop with headsets are sufficient to call anywhere in the world. However, when it is about using cloud telephony in India, there are many predicaments, dilemmas and obstacles preventing this technology to take a cake walk to the sub-continent areas. So, you must be through with all that in the first place before taking the advantage of this unprecedented technology. So, let’s take a quick sneak peak about how cloud telephony is shaping up in India.
India is on the verge of bringing revolution ever since the IT boom in 2000. The economy of the country has boomeranged after the 2008 global meltdown and many new changes are coming thick and fast. The use of cloud telephony has also resonated and as many as 8-10 companies have pitched forth for making this system a reality in future at pan India level. However, the reach has been limited, so let’s look at the obstacles that this tech is facing.
Problems and Obstacles
If one has to provide an empirical analysis to the cloud telephony service in India then one cannot rule out that the market in India has limited funding, at the same time, on account of cash starved budget, many SME enterprises are finding it difficult to use this technology in a full-fledged manner. As investments are not happening for this technology, it has stood up stagnant at this point of time. So, the resonance that cloud telephony should have got is not received in the first place. There are many business owners who are not willing to make investments for this service and this has hampered the market at large. This is happening primarily because the disequilibrium between incoming and outgoing call. If you talk about India, in that case, you must understand that the consumer behavior in this country is complex. They have little faith in online conversation; instead, face-to-face dealing sounds more reasonable to them.
This skeptic nature often creates apprehensions in the mind of the investor. Apart from that, entrepreneurs are also not fully aware of the features and benefits of cloud telephony service. Some even have the misconceptions that it would ask for big investment, and would be too complex to be used and handled by their non-tech savvy people. So, it is important to get the myths that people gave regarding cloud telephony busted, but it is very hard to deal with misconceptions, however, in order to streamline the way where you can make a smart choice regarding this unprecedented technology, you must take a brief insight on the features that it is capable of generating.
- Click-to-call: Imagine a world where you don’t need a phone for making calls, well, in practicality this world is not a chimera; rather, it is a reality with cloud telephony’s Foncall service. You can just click on the link that reflects on your computer screen for making calls.
- Night Mode: Is your business bound by the clock, well, if it is, then probably you are losing a major chunk of the audience that would have converted had you been there to attend to them. With cloud telephony, you are not the slave of the clock; rather, it is the other way around. You can attend to the customers even at graveyard hours, and just in case that you are not available then the data is available for future recommendation and referral. So, you can follow your customer and prevent your competitor from adding another one in their list.
- Queue Management: In any business, customer is the prime mover that makes or breaks the business. So, if you are having something that keeps a close tab on their preferences, trends and how they are handled, in that case, you are always having the leverage making the most from your business. So, if you have a business that involves a lot of communication with the customer, in that case, you can go for this queue management service as it would help you get a broader insight on call holding, abandoning, agent response, agent logged at a certain point of time. Once you are having the system to monitor all of them then you get everything happening in the best way possible.
- Abandoned call Alert: Many a times, often it happens that agents are not able to attend to all the calls on account of its volume and in doing so they lose business. With the help of cloud telephony service, those agents can follow up the call that they have missed. So, the end story is that business doesn’t lose the customers that may have converted in rea time. Cloud telephony provides the leverage to make sure that no one gets ignored when it comes to managing customers and increasing the business.
Business to business communications (B2B) is the most important industrial marketing search term in the present scenario. On Google alone, the phrase B2B communications was searched by 610 users this month till last week. Many companies are planning to invest in b2b sectors in India, and some are still trying to figure out the best b2b partner. All the rage that we witness today holds rationale as India is a rapidly growing economy and the net worth of B2B is estimated to be around $300 billion, which is likely to reach $700 billion by 2020. Obviously, communication is an essential tool that we highlighted in the beginning, to keep a business actively functional, however, there is a brusque shift from PSTN (Public Switched Telephone Network) to ISDN (Integrated Services Digital Network) and VoIP (Voice Over Internet Protocol), which has given birth of a new phrase, viz., Cloud Telephony Service, and IT heads and business administers are considering it as the real future of business communications. Why are the companies aggressively investing in b2b marketing strategies related to communication? Here are two prominent driving factors.
Provisions seamless and simultaneous transmission of data, voice and video in the same line
B2B cloud telephony opens the gateway of unified communications, and more importantly, the services can be used over the ordinary PSTN phone lines. The ISDN protocol favors the transmission of data – in both upstream and downstream directions – with a speed of 128kbits/second, which is really encouraging, as it significantly improves the voice quality and opens room for better collaboration through interactive audio or video conferencing, which is quite in demand.
Cuts down operational & maintenance costs
It discards the need to have expensive on-premise PBX systems, gateways or routers. Advanced soft phones are required, but considering the long term benefits with their enhanced features, that shouldn’t be a worrying matter. Moreover, it thwarts away the ongoing equipment maintenance budget, and gives freedom to entrepreneurs from mammoth telephone bills that plague them every month. With cloud telephony in place, a business owner doesn’t need to resort on in-house technical support team for system administration, inventory management, security management, and more as entire obligations remain on the service provider. A leading analyst firm has quoted that 42% of the total call costs (on Local and long distance calls) made through a customer-owned IP PBX is spent on owning and maintaining the phone system per se.
Cloud is pouring briskly, fortunately for good reasons. Yes, you heard it right. In India, cloud technology grew up by 32.2 per cent to hit $556.8 million in the just concluded year. S-a-a-S (Software as a Service) segment dominated the growth, followed by the I-a-a-S (Infrastructure as a Service). The former secured $220 million, while the latter was pegged at $78 million. However, many more milestones are yet to be achieved by it, as industry experts to the likes of Gartner still consider the cloud-based services market to be in infancy here in India. And watching the lead taken by the telecom services in terms of garnering IT investment volume (which currently hovers close to 50 per cent globally with worth of $ 1, 725 billion), we can say that cloud telephony will be the next big thing not just in India but on the global stage. Many companies are switching to cloud based applications for telephony services. Here are some benefits of cloud-based phone system.
Reduce TCO and enjoy quick setup
Cloud telephony services don’t ask for hundreds of thousands of upfront hardware equipment and technology setup investment. Early adopters say that as compared with an on-premise PBX, it saves 50 to 60 percent in the first year. With $25 a month per user or even lower cost, it also reduces the operating costs drastically. Hence, businesses can reallocate such investment in other business processes to innovate their products or services and gain advantage over competitors. Moreover, a business can be up and running with cloud-based phone system within minutes or hours as it just requires an activation from the service provider. Users have to just plug in their phone devices and configure the services over the Web-based console as per their business needs. The setting and configuration is pretty simple and can be done easily without having any IT expertise. With greater availability and improved responsiveness, cloud telephony services are becoming instrumental in increasing employee productivity, improving customer service, and lowering IT costs.
Unite multiple locations and enjoy scalability
Cloud telephony services are helping businesses to bring on their dispersed offices and mobile workforce on board. Greater collaboration eases information sharing across different processes and improves customer service. Adding more offices or stores in a chain doesn’t entail any problem in terms of collaboration, as cloud services are scalable and flexible. Office administrators can tie together multiple locations in minutes as they don’t have to solve the mystery of clumsy, complicated and expensive PBX.
Integrate mobile devices & BYOD
Cloud telephony is contributing significantly towards promoting BYOD and mobility aspects. This is helping businesses to drive employee productivity, as users are more competent and comfortable with their personal devices. Mobility has raised the level of collaboration as mobile workforce and staff can seamlessly connect with their on-premise counterparts and deliver services to customers as per their expectation. Likewise, being on-the-move, administrators can have better control on their peers. They can monitor entire operations remotely and provide guidance to their people to achieve business objectives.
Are you searching for the answers to the questions: what is cloud telephony? Or how does it benefit a business? Do I really need it? Or what is the future of cloud telephony services in India? Or similar ones? If you said YES, then your search should end here.
Putting it simple, we can say that cloud telephony is a replacement of clumsy hardware i.e. PBX (Private Branch Exchanges) with Internet Protocol-based PBX to rope into new features and capabilities and enhance the potential of business communication, but, surprisingly without increasing TCO budget. In the India’s backdrop, availability of hi-speed broadband connection, increasing dispersion of a business across multiple locations, rising adoption of hi-tech mobile and non-mobile computing and communication systems, increasing marketplace competition and soaring customers’ expectations (favored by a number of factors), besides others, are likely to add impetus to the cloud telephony service market, whose net worth is estimated by industry analysts to be around INR 300 crore. Hence, cloud telephony vendors in India have reasons to keep their fingers crossed. However, certain challenges do exist in the form of myths and misconceptions, and lack of proper infrastructure makes the task more arduous. Simultaneously they need to outweigh the obstacles of evolving regulatory compliance that often vary from industry to industry.
Though the Indian IT-BPO sector, responsible for transforming the nation from an agrarian economy to a service economy, has lost certain market ground to counterparts like Philippines, China and Brazil as quoted by some sources, the worth of its share in the country’s growth and GDP is still significant. It has gone global, and as per NASSCOM, it has a footprints in 52 nations across 200 cities, and the services are delivered through 400 plus delivery centres. However, in the purview of globalization, today they need to make their products and services more process-oriented and result-focused. Beyond any doubt this can’t happen without inventing and reinventing them and that in turn will require active collaboration and sharing of information and skills at all level. Thankfully, cloud telephony vendors are leaving no stone unturned to capitalize on the fact.
Even if we leave out the outsourcing projects that power our BPO sector, emerging, rather say booming Indian economy (quoted as 10th largest in the world) has enough capability to maintain the momentum of cloud telephony sector. Cloud telephony service providers in India are offering flexible contact center solutions equipped with dynamic and useful features like ACD (Automatic Call Distribution), cloud-based IVR system, inbuilt inbound recording, scheduler, reporting, call parking, multiple queue management and more to manage their business communication. Providers can easily integrate cloud telephony service with their CRMs to let their people stay more informed and serve customers well.
Cloud telephony service providers in India have understood well that one-size-fits-all will no longer work here. Hence, they are coming with customized plans based on the needs of an industry and its business elements. Today, you can witness cloud telephony service for hospitality, cloud telephony service for healthcare, cloud telephony service for financial institutions and so on. Cloud telephony has given a new height to collaboration whether people are at office or on the field. On real-time they can share customer details and more that they need to discharge their duties and drive business goals.
Agility and responsiveness is the key driving attribute of any business, but when it comes to hotels, restaurants and other verticals in hospitality, it almost becomes the lifeline. Here customers want services blended with more professionalism and unchallenged courtesy. Increasing per capita income and media-driven awareness, besides other factors, have soared customers’ expectations to reach the pinnacle. Hence, such vendors being a part of a vibrant and dynamic sector that is accountable for subtle contribution towards state and nation’s income, trade flows, FDI inflows and employment, have to be on their toes. Realizing the needs, Fonebell, a leading business enterprise in India, offers customized interactive voice response system or IVR solutions, and cloud technology based telephony services for hotels.
In the current section, we’ll discuss that how hotels can make a big difference in their services by adopting cloud telephony and IVR systems.
Increase customer acquisition: Cloud telephony favors unified communication and helps vendors to respond to their callers, prospects or customers in a quick and easy manner over their favorite communication channels including phone, IVR, chat, etc. They can route their calls or queries to the right departments or staff to make sure persons on the other ends get befitting service or information. This will increase acquisition or booking, and contribute towards improving brand image as well.
Improve customer satisfaction: Perfect collaboration through VoIP integrated with CRM helps your staff to serve guests on real time with great diligence. This nurtures the customer relationship, which transforms customers into repeated customers. As satisfied customers are brand ambassadors their word of mouth can have a great impact.
Continuous online presence: With a structured cloud-hosted IVR and phone systems, hotels can stay online every time. Thus, prospects or customers can contact with them whenever they are in need. Interestingly, this doesn’t increase total cost of ownership or communication network’s complexity.
In 2014, economic evaluation based on GDP (PPP) placed India at 4th place after the European Union, China and the US with a worth of 7,277 billion USD. Unequivocally, India is among the hottest investment destinations alluring domestic and global entrepreneurs alike. Thus, businesses here will need more cutting-edge technology to stay competent. Of the myriad of drivers that a business needs to operate, communication is vital, and what could be the better solution than cloud telephony in this regard. What is cloud telephony? Akin to cloud computing, cloud storage, cloud security and other variants, this is hosting the PBX into the cloud.
How does cloud telephony benefit businesses in India? First, entrepreneurs don’t need to make any upfront hardware investment in getting PBX system and setting up related cabling and wiring. This is not just an instant momentous saving, but also it pays off in the long run as end-users don’t have to carry on physical setup, deployment and maintenance tasks. All remains the onus of the service provider. All that a client is supposed to pay is the monthly or annual subscription charge.
Next, cloud based phone system reduces the operational cost by effective management of business communication, which is a must-have aspect to let entrepreneurs compete successfully with their rivals. How it happens? Integration of advanced call tracking, lead management, call routing and call transfer helps businesses to respond well to their customers in the least turnaround and with the involvement of fewer manpower. Moreover, presence of customized IVR system ensures round-the-clock availability of a brand. It’s no more confined in the concrete walls and neither limited in 9-5 hours. Thus, they can respond to their customers anytime whenever they need their support.
A few cloud telephony system incorporates call barging, call monitoring or a comprehensive employee tracking system. This helps businesses to track the performance of their staff and departments, check any wrong commitments to customers, and keep people productive which collectively revitalize brands’ reputation.
Today Indian businesses, their partners and customers are globally dispersed. People there stay in different time zones and hence working hours. Had cloud telephony not been in place, it would be utterly difficult to keep everyone on board to run the business. Akin to cloud computing which initiated collaborated or connected working culture, virtual phone numbers offered by cloud telephony providers, helped entrepreneurs to successfully respond to the needs of different stakeholders by passing differences in time zones or working hours. They can receive all incoming calls forwarded to any number or pre-set telephone numbers, and gently handle their operations.
In 2014, the business enterprises have got strong push to adopt and move to more promising communication solutions to lead to better employee engagement, and thereby meet end-to-end customer needs. Least call waiting times and reduced turnaround service periods have pleased potential clients with superior customer services.
In fact, businesses have been successful in recognizing customer’s communication technology needs and serving them with the best possible solutions to gain their trust. To address continual customer-centricity trends well, here are few points every enterprise must pay attention in 2015.
Rise of Cloud-Based Video Conferencing
Many organizations have decreased use of in-room & costly video conferencing services, instead cloud-based systems that are comparatively affordable have become preferred choice for them. The technology giant, like Google, has introduced Hangouts with various features to satiate user requirements. 2015 will be surely loaded with smartly synchronized cloud-based video & on-premises systems to monitor & improve business performance with minimum investment.
There are many service providers offering dependable communication and collaboration solutions to industry analysts & corporate IT execs. The technology industry is growing with every passing year, and it has benefited millions of businesses with solutions having excellent file sharing, video, audio, messaging and web conferencing services for having easy-to-access interface. All these services have enabled businesses to quickly collaborate with one another making most of technology.
Unified Communication Become More Social
Over a long period of time, many unified communication providers have introduced various products incorporated with essential social features. These features allow employees to collaborate on similar projects via single platform. Not all of these have been successful, so vendors are expected to release few more robust versions in 2015.
Protection from VoIP Attacks
IP based telephony services are not completely immune against threats; however, technology giants have been making efforts to reduce down the risks and replace conventional phone system with cloud telephony services in India for pretty good reasons. The business organizations are suggested to lockdown their VoIP networks to defend against phone hacking, toll fraud and telephony denial of service attacks.
Cloud telephony –third party hosted telephone system – has become the latest craze among startup entrepreneurs in India. Zivame, Naukri, Druva, red-Bus, CommonFloor and Ola, are a few to name who have adopted the technology confidently to serve their customer-base. Let’s see how the new venture is benefitting them.
Recall a moment, when you had multiple things to do at a time. Was it easier for you? Obviously, no. The same goes with startup owners. They have to invest with infrastructure, manpower, marketing and so on. Hence, there could be a big economic crunch. Thankfully, cloud-based telephone systems brings some relief as they thwart away the needs of procuring hardware, and thereafter skilled staff to setup, install and maintain them in the right condition to keep the business running smooth. All that an entrepreneur needs to have is VoIP-enabled phones. Wondering about charges? He or she has to pay for the number of users going to connect with the system or utilize the resource. The calling between the offices and its different internal departments is absolutely free.
Setup and installation of telephone systems has become a history now. Akin to the Internet connection sharing, different phone devices can be plugged with the network to make them alive. Quick, easy and seamless installation frees up their internal resources.
When accessing your phone system from the Cloud, you can be sure that you will have the maximum up-time available.
There’s nothing worse than your phone system going down and not being able to make the calls that you need to, especially if you provide phone support to your customers. If something goes wrong with your system in the Cloud, there are steps your provider can take to get you back up and running almost instantly.
Building Your Reputation
A solid and trusted reputation is vital for business growth.
Delivering good quality services over the phone to your customers can increase the reputation of your brand, but if you’re constantly letting your customers down by dropping calls or being unavailable when needed; your reputation can just as quickly be destroyed.
Cloud telephony allows you to pick up calls from wherever you are, giving small and medium enterprises access to features usually only used by large scale businesses; thus allowing you to continue delivering the very best levels of service to your customers.
Cloud Telephony Grows With Your Business
Because you are accessing your telephone system from the Cloud, you have the option to add extensions easily, and so the system grows with your business. This can also be beneficial if you decide to streamline your business and need to scale back usage.
All in all, it is much more efficient than an on-site system. With additions and deductions to the number of users being handled remotely, all it takes is a quick phone call or email to your service provider.
Multiple locations serviced on one phone system
Many businesses operate more than one site, often in more than one country. This used to mean that the company would have to maintain multiple phone systems and contracts. With Cloud Telephony however, you have one system and cost across multiple locations. This saves both money and time; if you open a new location as your company grows, you can simply extend your Cloud system to that area.
The Latest Technology
By transferring your telephone system to a Cloud solution, your contract often includes automatic system upgrades. This means that your staff will always have access to the latest software and technology, there’s no need to remember to upgrade and you have the peace of mind that the system you’re using is the latest available.
Their doctors and healthcare aides offer round-the-clock health care knowledge to urban and rural populations plagued with diseases like tuberculosis and HIV/AIDS. They diagnose symptoms that they experience. They remind them of medication timings and suggest them health tips and follow them up till the time they are not well. In fact, they are collectively endeavoring to improve the level of medical treatment and the overall life expectancy. You might not have noticed anything new till now. But how they do it, will surely usher you into the world of imagination. Not because it’s the first instance, but it’s happening in India. Well, the health care that we discussed is offered using the cloud-based mobile telephony under the umbrella of Mobile Technology for Community Health (MOTECH) project anchored by Grameen Foundation India, an internationally acknowledged group or NGO trying to alleviate poverty and pain from humanity and realize the Indian ideology “Om Sarve Bhavantu Sukhinah, Sarve Santu Nir-Aamayaah, Sarve Bhadraanni Pashyantu, Maa Kashcid-Duhkha-Bhaag-Bhavet, Om Shaantih Shaantih Shaantih”, (English equivalent: 1: Om, May All become Happy, May All be Free from Illness, May All See what is Auspicious, May no one Suffer, Om Peace, Peace, Peace).
A few years back, it was a news worthy incident. But today this is not the isolated case. Today, the appetite for cloud telephony services in India can be witnessed among businesses and enterprises representing various industry verticals. Government organizations are also shunning their hesitation in adopting the new technology to speed up their delivery systems and serve citizens better keeping transparency and accountability at the helm. Coming to the market prospect and potential, analysts, scholars and several Information & Communication Technology experts closely linked with Indian cloud telephony industry believe that it can be round 300 crore industry, which is again expected to maintain 35% year on year growth in the coming three years. There is nothing to be seemed as unexpected. Gartner has also provided a testimony in its latest forecast, saying that Infrastructure as a Service (IAAS) market will be anywhere around $76 million by 2014 in India, and if the trend continues then by 2017 it would reach $217 million. Unquestionably the market is huge.
Fonebell, a subsidiary of Techvedic, is a leading Cloud Telephony Company in India offering customized, flexible, centralized and cost-efficient solutions to small and medium businesses, government organizations, academics, contact centers and startups representing different verticals. The service enables a company to reduce TCO (total cost of ownership) and operational expense, and increase productivity, customer-satisfaction and revenue by implementing an agile and secure cloud-based telephony platform. Some of the purposes with a brief note on built-in salient features and corresponding benefits of Fonebell cloud telephony solutions are discussed here.
It helps workforce or professionals to monetize every opportunity coming their ways in the form of voice calls. They can benefit from Visual Call Parking, Call Screening, Drag-and-Drop Call Handling, Phone Scheduler, Auto-Attendant, Direct Dialing, Branch Office Support, Paging, Intercom/Zone Intercom, Full-featured ACD, Professional Voice Recordings, Visual Voicemail &Transcription, Custom Voice Prompts, and other features to fully manage their incoming and outgoing calls without any complexity. Reliable collaboration tools are helpful in entertaining customers every now and then while keeping in-home people connected.
This is to empower workforce and professionals to stay productive no matter where they are. Now, they can stay connected with their in-house team members, and coordinate with different departments including inventory, sales, customer service, billing and delivery and better respond to customer queries. The product features include (a) Find Me/Follow Me to let staff take care of ringing calls that were abandoned; (b) Mobile Phone Extension to let staff make use of all office phone features like call waiting, call forwarding, conferencing, call logging, call parking, call blocking, and more; (c) HUD Mobile shows status of active agents and helps in effective routing of calls on the right desk for speedy resolution; (d) SMS feature to communicate with individuals or groups. It is commonly used by banking and railway enquiry helpdesks; (e) Voicemail-to-SMS generates SMS against received voicemails; (f) Transfer Office Calls to Mobile makes sure no business opportunity is missed whenever you or your staff goes on move.
Contact Center-specific features
Fonebell’s cloud telephony solution is exclusively relevant to contact center industry. Being a contact center’s owner, you can manage call volumes, route calls smartly, monitor agent’s activity and status, record calls, and organize conferencing whenever required internally or externally involving customers. Service with efficiency and minimum resource consumption will definitely help you to drive growth in the highly complex and sophisticated business industry.
Fonebell is instrumental in unleashing the power of We. Yes, work together, share knowledge, expertise and information anywhere anytime and across any device with just a simple sign-in. Let your people leverage the benefit of unified communication and connect with each other from the comfort of their workstations using Screen Share tool. Features like Heads up Display, Color-Coded Call Status, Google Contact Integration, Click-to-email, Outlook Integration, etc., are to complement with effective collaboration. Real-Time Company Call Details will help you to consistently and efficiently manage company communication activities across different verticals.
Usher in greater collaboration with impeccable and easy-to-use audio, Web and video collaboration tools integrated with Fonebell cloud telephony service. Let people dispersed across different branches and locations come together, understand each other better, share insights and skills, and drive business objectives. Want to extend it to customer support? You can do that confidently and serve customers with a difference.
Stay on the top of entire operation with Web-based admin panel. Find graphical presentation revealing agents and teams productivity of a day, week, month and the fiscal year. Also see what’s happening at the moment. Use group and user permissions feature to maintain confidentiality across different departments. Enable system alerts/notifications on important issues that demand instant action.
Hence, cloud telephony service from Fonebell is a commitment to alleviate challenges of traditional phone system, simplify business processes, empower people to let them add values to their services and keep customers happy and relationship intact in order to adapt with the changing and competitive globalized economy.
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.
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.
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.