How is Cloud Telephony Helping Contact Centers in India

Cloud telephony is primed to satisfy India’s insatiable need for telecommunications services. But for technology to realize its greatest potential, it needs the backing of governmental regulation.

By analyzing market information, we can see that India’s IT expenditure projection has climbed from 2013’s $29.23 billion to 2018’s $32.43 billion. Furthermore, US$100 billion in telecom investment is targeted by 2022, as outlined in the National Telecom Policy. These actions demonstrate, without a doubt, that Indian businesses are intent on improving their communication infrastructure so that they may expand. The advent of cloud telephony service has had far-reaching effects, improving the quality and cost-effectiveness of communication in the digital sphere. Thanks to cloud computing, formerly unpopular technologies like mobile, internet, VOIP, etc., are becoming more widely used.

Thanks to cloud telephony, businesses in India are rethinking their approach to communication. The increasing popularity of this technology has created a massive market for cloud telephony services in India. Its great productivity and cheap price point mean that its use is expected to rise in the next few years. It’s an economical and efficient method of reaching out to clients. Contact centers are now essential for bridging the gap between a company and its clientele. Changing business models mean that interactions with customers extend beyond phone calls made to traditional call centers. Cloud telephony allows for the tracking and analysis of both indoor and outdoor conversations.

Second, once it’s up and running, cloud telephony is a breeze to keep up with and set up. As a result of the modern importance placed on maintaining strong relationships with customers, many firms in India rely heavily on inbound client phone calls. Customers like it when they can quickly reach the company that supplied the service or product. Therefore, cloud telephony should be considered a vital part of any company’s backbone technology.

Cloud telephony facilitates consumers’ ability to contact businesses via any method (voice, mail, chat, social media, etc.). With support for their native tongue, user-friendly interactive voice response systems (IVRs), streamlined channels of contact, and the ability to monitor their progress and provide feedback, the whole experience is enhanced. Also, businesses may get a full, up-to-the-moment picture of consumer communication, which enables them to respond more quickly to complaints, improve their product line, and boost sales.

Companies’ attitudes about communication in general and customer communication, in particular, have shifted as a result of the advent of cloud telephony. The vast potential for expansion in the country’s cloud telephony industry may be attributed to the increased use of IT across all sectors. Budgeting for technology, however, requires looking forward at key government activities and future trends.

Why you should switch to cloud telephony right away

Management

Cloud-based contact centers make it easier for agents to handle calls, and they also give customers ways to help themselves. Customers can get answers to common questions with the help of chatbots, virtual assistants, interactive voice recognition (IVR), and artificial intelligence. They can also do business without talking to a real person. This gives agents more time to deal with calls that are more complicated.

Integration

When you choose cloud contact centers, you don’t have to worry about replacing or updating the software you already have. Your CRM, ERP, and many other applications work well with cloud technology. The API in the cloud call center software makes integration quick and easy and gives your business omnichannel communication. This integration improves your customer service and the way your customers feel about your company, which are both very important.

Remote working

A cloud call center is just what your business needs if you value remote work and teams that are spread out. The cloud makes it possible for customer service agents to work together from anywhere, improves workflow, and ensures business continuity. Also, cloud telephony solutions are easy to use and don’t need technical staff because the software has all the support it needs to be built in.

Speed

On-premise call center installation can take weeks or even months to set up, install the applications, apply the configurations, and test the installation. On the other hand, a cloud call center is a product that is already set up and can be used within a few days.

Additionally, the software’s uniform, user-friendly interfaces make it simple to introduce new features and services and to teach agents on how to utilize them.

Cost-effectiveness

It’s not a secret that building and running traditional call centers are expensive. The list also includes hiring technical support staff, buying hardware, getting licenses, and a lot of other costs that were not planned for. An omnichannel channel contact center, on the other hand, only needs a strong internet connection, a desktop computer, and a headset. In addition, you may save a lot of money without compromising on the quality of the service since you only need to pay for a single cloud license.

Scalability

Scalability is easy with cloud call centers. The process doesn’t need any time-consuming work, extra money, or infrastructure. Cloud technology makes it possible to use it in more places and with more people. It gives businesses the ability to grow and shrink in response to changing business needs, seasonal spikes in call volume, emergencies, and service outages.

Security

Cloud-based call centers have built-in layers of security to protect their clients’ customer data and the systems themselves. Since updates happen automatically, cloud call center security is stronger and more reliable than on-premise security.

Analytics

With cloud call center solutions, businesses can find out important information about their customers. It’s useful for monitoring marketing’s ROI and keeping tabs on agents’ productivity thanks to their ability to monitor incoming and outgoing calls. These insightful analytics can help you make important decisions about whether or not to scale up or down your cloud call center.

Wrapping It Up

If you are looking for a cloud telephony service provider on whom you want to rely on, then Office24by7 is the one. Give us a call at +91 7097171717.

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