Cloud telephony is the need the hour at present times and there is no fact denying it. It is not only taking over our traditional PBX telephony systems completely but also reforming our lives along with it. And it is not incorrect to consider it as one of the greatest boons of technology.
Since everything we know on the Internet started moving to cloud, there has been no chance that businesses couldn’t take advantage of this fact and come with something that was equally satisfying and cost efficient.
Cloud telephony solves numerous problems of a business, all at one time. It is like converging all the ‘know how’ of the customer experience that eventually turns into one result of profits!
Steve Jobs, late chairman of Apple (1997) once said about cloud, "I don't need a hard disk in my computer if I can get to the server faster... carrying around these non-connected computers is Byzantine by comparison."
So, observing the extent of advantage that businesses are deriving out of cloud telephony, you can be considered either in the cloud or be getting clouded in the cut-throat market competition.
The world is set to witness the might of cloud telephony with even more fervour than ever in the coming years. The ever increasing enthusiasm of cloud telephony has already geared up 2018 with the finest of its services.
Here are the top 3 cloud telephony trends that will rule the markets in 2018, which businesses from all across the world must look out for.
Vivek Kundra, former federal CIO of the United States writes,
"Cloud computing is often far more secure than traditional computing, because companies like Google and Amazon can attract and retain cyber-security personnel of a higher quality than many governmental agencies."
This leads us the most important factor of security in a business that companies swear by. Ever since the Voice over Internet technology, better known as VoIP came into play, security has been a major concern for a lot of businesses.
This is also one of the reasons why a significant number of companies still shy away from adopting cloud telephony. Cloud has led companies to a point where their CRM software gets integrated to cloud along with keeping a track of sensitive customer information.
Though this has reduced the unnecessary work of businesses in keeping uncountable customer files, it has opened an information to equally many threats over the Internet. There is always a threat of security breach that is concerning the companies.
In order to address these underlying concerns of the customer, 2018 is all set to witness improved security over the cloud telephony system. Not only will keeping the customer information over cloud become safe but also less probable to cyber attacks or threats.
This means less risk involved for businesses in adopting cloud telephony. Market research suggests that the PSTN lines are losing an average of 700,000 landline customers per month and experts are predicting that by the end of 2017 there will be 1 billion VoIP users. With added security, this number is sought to rise up in 2018.
The era of voice bots
The advent of automation has proven to be a life changing experience for businesses all across the world. There is a never-ending need for processes and tasks to get automated and cater to the needs of the companies.
Cloud telephony is all set to go hand in hand with automation in the coming year. The trends for 2018 suggest that bots will take up much of the customer-oriented tasks of businesses m leading to a paradigm shift in technology.
Apart from that the increasing penetration of mobile phones is set to introduce voice bots at the customer level. The long queues over call are set to disappear to much an extent in the coming year with more and more businesses opting for Voice bots. This is on hand saving a considerable amount of time of companies and cutting down major costs.
So, next time when you call a business and get answered by a voice bot, don’t get surprised. Probably you are getting your query answered in the minimum time and in the best available way. Consider yourself lucky!
Larry Ellison, chairman, Oracle illustrates this point further,
"The interesting thing about cloud computing is that we've redefined cloud computing to include everything that we already do. I can't think of anything that isn't cloud computing with all of these announcements. The computer industry is the only industry that is more fashion-driven than women's fashion. Maybe I'm an idiot, but I have no idea what anyone is talking about. What is it? It's complete gibberish. It's insane. When is this idiocy going to stop?"
Language personalized assistant
For a country like India, where every person calling from a separate region speaks a language of their own, there is an urgent need for businesses to cater to their needs at a much higher level of satisfaction.
Cloud telephony is all set to shine through diverse countries like India by acting as an efficient language-based technology for businesses. Leading cloud services providers in the market like Google, Amazon, and Microsoft have already launched speech recognition technologies for Indian languages on their cloud platforms. This is facilitating a multilingual communication-based system.
On one hand, where it is proving beneficial to diverse countries like India, it is also helping businesses turn global and reach out to the customers all over the world. The language based recognition speech technology is serving as a pillar of businesses and is all set to get even more accessible by the next year.
Not only will this take the market by storm, but add much to the existing satisfaction of the customer. The next time when you want to ask a question in Tamil, be prepared to get it answered in the same language efficiently.
The cloud telephony market is expected to be around $100 billion by 2020. The coming years are all set to witness the most extravagant features of cloud telephony that will entirely change the way companies do business in the market.
So, if you haven’t upgraded to the cloud yet, there can be no opportune time and moment than this!