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Interview Technology

Cloud Telephony—an ideal solution from CloudConnect for MSMEs to ensure business continuity

When COVID-19 forced country-wide lock-downs, the business continuity of many organizations got impacted adversely. However, it was the micro, small and medium enterprises (MSMEs) that faced the brutal brunt of it. With employees forced to work from home, there was a challenge of communication and coordination as most of the MSMEs relied on outdated PBX phone systems. Had there been cloud-based telephony solutions, these businesses could have ensured business continuity from anywhere and anytime. CloudConnect Communications Pvt. Ltd. is India’s first end-to-end cloud and mobile app-based PBX and digital unified communication services provider. The company started operations in 2020 and is India’s first DOT-licensed virtual network operator primarily focused on B2B communications. CloudConnect offers communication and connectivity solutions such as virtual mobile and fixed-line, full EPABX feature-rich telephony, presence, secured instant messaging, multi-file attachment, videoconferencing, remote collaboration, and more.

We had the opportunity to interact with Mr. Raman Singh, Chief Operating and Innovation Officer at CloudConnect, who discussed the benefits of virtual telephony and the growth plan of the company. Here’s the excerpt from the interaction.

How is a virtual system for telephony better than the traditional/legacy systems? What are its benefits for a business?

One of the most prominent features of cloud-based solutions is their accessibility. Given the current hybrid work culture, this would be a critical feature that allows people to work from anywhere they want without restriction. Another most prominent feature is that you can scale your services up and down to meet seasonal demands and industry variations. In addition, you won’t have to worry about paying for PBX (Private Branch Exchange) maintenance. Upgrades can also be distributed remotely to your system without requiring engineers to visit your site when they become available.

By introducing virtual telephony to your business, one can connect to several devices and people worldwide with a single click. This could be advantageous for start-ups because distribution and manual processing costs have been reduced, saving them both time and flexibility in terms of installation. It’s similar to Internet telephony, promising for long-distance calls due to its inexpensive service fee and value-added features.

Apart from cost benefits, what are the other benefits of implementing such virtual telephony systems?

Cloud telephony systems seek to provide outstanding customer service and lower hardware expenditures. Its IVR solutions, which answer calls to a corporation and transfer customers to the correct extension, reduce client wait times to a minimum. Customers can also reach out to businesses on any day or night. As a result, companies that deploy virtual technologies in their operations regularly give a pleasant client experience. This enables brands to provide a tailored experience for their customers while also boosting the brand.

Do these solutions provide more comprehensive options than the traditional system for implementing agent-based policies?

The amount of advanced analytics and insight provided by a cloud-based system is perhaps the most apparent feature. You can gain precise insights into your consumers, business trends, performance, and more by analyzing vast data. All of these might also assist you in making strategic decisions that will benefit your organization.

In a standard IT infrastructure, one has to spend a lot of money to put up the devices that will process a massive amount of data. You may also need to use advanced AI technologies, which can be costly and time-consuming. If you don’t meet these criteria, you can miss out on valuable analytics.

How do these systems help companies provide a better employee experience and help increase productivity?

On average, employees can save up to 30 minutes a day if having proper access to voice calling through cloud solutions. The number may seem small, but it makes a huge difference in team productivity, especially when a company is a start-up or SMB. Big companies with more than thousands of employees can save a lot with this increase in productivity. Not only productivity, but it is also easier to build connections with external customers and partners, which in turn increase sales, reduce a product’s time to market, and improve company decision-making processes and outcomes.

How do you see the Indian market responding to these types of solutions in the future?

The COVID- 19 pandemic has fueled the acceleration of cloud-based solutions in the market, and businesses are responding to it constructively. Considering the situation, cloud-based solutions have great potential for future growth. Countries like Japan, China, and South Korea are already at the forefront of adopting these solutions. Likewise, India will also witness a drastic change in the coming years and will be estimated to reach USD 47 billion.

Can you share any plans that CloudConnect is planning in India?

CloudConnect is poised to grow on the pan-India level and early launches in Bangalore, Mumbai, and Ahmedabad after Delhi-NCR is happening as we speak. CloudConnect is also now offering Zoom Video conferencing services that are most unique as we can not only offer White-labeled panels but also, we can offer you a complete API stack so you can use our video conferencing platform within your application or software with no branding.

CloudConnect is also launching a high-fidelity voice (just like HD video) within the next 3 months where you can get the clearest voice. This is the most unique formula ever offered in India on any business-to-business communication service.

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