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Ankit Jain

Ankit Jain is the Founder and CEO of MyOperator, a call management system for SMEs, SMBs & Enterprise sector which is built on cloud that helps businesses to manage their calls without any hardware or software installation. He currently, leads technology, product marketing and providing overall leadership in the company.

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Top 5 Cloud Telephony Trends to Rule in 2018

Cloud telephony is one platform that serves all businesses irrespective of their nature, to have seamless inbound and outbound communication process.

Advancement and adaptation of technology among people have raised the bar of businesses in India. With the presence of various technological solutions, businesses now have more prospects to reach out to the customers. Cloud telephony has been the most powerful tool of this century. 95% of the businesses are using this technology to organize its in-house processes and customer experience simultaneously. This further enhances the connectivity between a buyer and a seller by breaking down the location barriers.

As a consumer, we have not yet realized how cloud telephony is being used in our daily life. From using GPS navigations to exchanging data internally in the company or even scheduling meeting online. Gradually, cloud telephony is penetrating into the general public life as well.

Easy to use cloud telephony technology has replaced the traditional PBX or EPABX and has shifted the telephone system over cloud. It is going to see steep growth in Indian market in the coming years. Cloud telephony will be the next big thing to invest in and will emerge as the most demanded SAAS platform. As per a research, the cloud telephony market is expected to be around $100 billion by 2020.

Given below are the key trends to look out in 2018 in cloud telephony sector.

1)    Language-based Technology

India has a diversified culture. Each region has its own native language. Communication is one medium which bridges the gap between different culture and brings people closer to each other. With the enhancement in technology, now, it is possible to have a multilingual communication system. Indian language based recognition speech technology has evolved over the years. Due to this, Indian businesses are exposed to customised telephony experience which has been fruitful for their growth. Technology has further enhanced the text to speech, speech to text for Indian languages in recent years. Leading cloud services providers like Google, Amazon and Microsoft have launched speech recognition technologies for Indian languages on their cloud platforms. Cloud Telephony will provide better language support, features and functionalities in the coming years.

2)    Future holds in hands of Voice Bots 

There has been a paradigm shift in technology. We have seen people using transistors, then landline phones, mobile phones and now everything is on cloud. Both the individual users and the businesses have witnessed this change. With the increasing penetration of mobile phones, voice bots have already come into existence at consumer level. With such advancements, voice bots will become a reality for businesses but would be limited to high volume operational processes. Talking bots will save a lot of man hours for businesses and hence reduce the cost drastically.

3)    Analytics is the key 

Digital marketing has increased the horizon of marketing for all businesses. With the onset of voice bots, automated chats and voice analytics which includes keyword analysis, emotion analysis will also drive attention of all business segments. Voice analytics usage would be limited to enterprises and mid-enterprise market due to increased demand of consumers.

Voice Analytics will also help businesses streamline the audit process.

4)    Important SaaS tool

Cloud telephony is scalable in nature. They are easy to integrate with other SaaS tools. The costs and efforts associated with the upgrades are lower than the traditional model that usually forces the user to buy an upgrade package and install it, or pay for specialized services to get the environment upgraded. Therefore, cloud telephony will be the most significant and efficient SaaS tool for any business in India. 

5)    Sector Agonist 

Cloud telephony is one platform that serves all businesses irrespective of their nature, to have seamless inbound and outbound communication process. In today’s scenario, E-commerce sectors, banking and telecoms’ customer care is driven with the help of IVRs which is a byproduct of cloud telephony. Institutional and governance sector is using toll numbers to reach millions of audience hassle free. Therefore, cloud telephony is serving as a sector agonist tool, thereby driving rapid business growth.

Cloud telephony serves as a central platform to all businesses. The awareness and growth of cloud telephony has increased significantly in the recent times. Its demand is not only restricted to enterprise sector now, but has evolved around small and medium businesses as well.

Disclaimer: The views expressed in the article above are those of the authors' and do not necessarily represent or reflect the views of this publishing house

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