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Cloud telephony is here to stay

It is beneficial to businesses, especially those in the small and medium-scale segment, that involve asset management, tele campaigns, call management, and so on.

Imagine this: an automated call from a largescale manufacturing company goes out every morning to thousands of distributors and retailers who sell its products. They punch in the required details, such as the volume of products sold the previous day and whether they are on duty for the day, on their mobile phone and the information is uploaded at the manufacturing company’s inventory database.

Cloud telephony offers this and many more possibilities to businesses that handle a large number of phone calls a day. The concept is just catching on among businesses and there are a handful of players offering this service.

Shivakumar Ganesan, Managing Director of Exotel, says that when a person receives and makes over 30 or 40 phone calls a day for business, then the calls need to be managed. Businesses in the B to C segment receive a large number of phone calls and have a lot of interaction with the consumers. Similarly, when there are important business leads that need to be followed and cannot be missed, these calls need better management and cloud telephony helps. “Though it is a new concept, it is here to stay,” he says. Unlike some of the VOIP communication applications, in cloud telephony the caller and the receiver do not have to be online to make or receive the call. Usually, the capital expenditure in setting up a telephony system is high. In cloud telephony, the cost is relatively less as these are moved to the cloud. There is no need for infrastructure such as private branch exchange as the facilities are hosted on the cloud. It is easier to track data — through call recording, call logs and text message logs. Companies that have to respond to customers will be able to get back to them at the earliest and at relatively low cost.

A customer gets into the website of the cloud telephony service provider and gets a virtual number and any number of calls can be made or received through the virtual phone number using a landline or mobile phone. The number can be used for voice, text messaging and website integration. It is beneficial to businesses, especially those in the small and medium-scale segment, that involve asset management, tele campaigns, call management, etc.

Exotel offers applications such as SMS on cloud telephony, integration with web directory and click-to-call widget.

Courtesy: The Hindu dated July 10, 2013 http://www.thehindu.com/todays-paper/tp-features/tp-opportunities/cloud-telephony-is-here-to-stay/article4899459.ece

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