Do Big Webinar: Reinventing Enterprise Telephony

Presented by Knowledge Partner Promotion Partner

Reinventing

Enterprise Telephony

With cost-effective, easily

scalable, cloud based

telephony solutions

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Aditi Gupta [email protected]

Senior Research Analyst

Digital Transformation Practice

Frost & Sullivan


Agenda

• Enterprise telephony challenges

• Introduction & technology overview

• Evolution of Cloud Telephony

• Hosted IVR and Cloud Call Center

• Key challenges faced by enterprises in deploying Cloud

Telephony Solutions

• Benefits of adopting Cloud Telephony Solutions v/s

traditional telephony systems

• Why & what factors to consider

• Global market adoption scenario

• Case studies

• Key takeaways and conclusion

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Enterprise telephony challenges

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How to Integrate & Collaborate

Enterprise CRM Applications

Performance & Downtime of the Existing Telephony Solutions

Maintenance & Scalability Upgrades

CAPEX Intensive Traditional PBX

systems Managing Multiple

Technology Vendors

Uniformity of Global Services

Enterprises have immense opportunities to fulfill their telephony requirements on

cloud based telephony systems


Introduction to

Cloud Telephony

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Cloud Telephony – technology & overview

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Cloud telephony is a technology in which all the communication

applications like servers, switching and routing systems, PRI lines, SIP

Trunk, etc., are maintained and hosted by the cloud telephony

service provider

The SIP intelligence converges voice and data over a single

network and facilitates connection of PBX to the Internet. SIP Trunking

provides flexibility and scalability by creating and maintaining a user session only when required, thus

helping in bandwidth optimisation


Evolution of

Cloud Telephony

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Cloud Telephony – evolution

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High

Lon

g Te

rm C

ost

Scalability & Flexibility High

Traditional telephony

SIP Trunk

Cloud communications

• High cost • Minimal flexibility • Excess hardware • Limited channel capacity

• Cost benefits • Highly scalable and flexible • Channel expansion on the

fly • Minimal hardware • Low cost long distance

calls • Future ready networks

• An agile and effective cloud communication infrastructure providing a one stop solution to enterprise collaboration needs through advanced cloud based telephony solutions

As we move from traditional telephony services to cloud based communication solutions enterprises are empowered with a converged platform to have a simplified collaboration infrastructure


Cloud Telephony Applications

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Cloud Telephony applications

Hosted Interactive Voice Response System (HIVR)

Cloud Telephony Flavours

Cloud Call Center

1 You Call 2 Call is

Answered

3 Call is

Forwarded

A cloud call centre is an easy-to-use cloud based service which increases the efficiency of the contact centre and customer

interaction business

Hosted IVR is an interactive voice response system, which answers customer’s questions and routes

them to the right contact

Gathering meaningful data for

analysis purposes

Cloud Call Center Provider


Cloud Telephony applications – Hosted Interactive Voice Response

(HIVR)

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Why HIVR??

Who should

choose ??

Factors to Consider??

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• Companies can increase first contact resolution • Companies can configure personalised message and prompts • HIVR adds intelligence as it collects information about callers • Prioritise calls based on value • HIVR ensures automated customer support

• Service based organizations thriving on customer support and almost organisation prioritising customer satisfaction

• SMBs and greenfield projects looking for instant contact center support with minimal hardware/facility investment

• Technology firms looking to automate customer experience

• Scalability and flexibility requirements for customer support • Customer experience delivered through response time, customer feedback channel

and entertainment/education/sales options • Infrastructure rendered by the HIVR solution e.g. plug n play component support • Operation efficiency rendered by the HIVR solution to manage technical plus

business process implementation challenges


Key challenges faced by enterprises in

deploying Cloud Telephony solutions

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Key challenges faced by enterprises in deploying Cloud Telephony solutions

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Multi-layer procurement

process

Need-based infrastructure with scattered

services and

price parity

Agility & server

downtime

Multiple service providers for

different service requirements

Traditional PBX

hardware limitations

A multi-layered procurement process can

drastically increase the management control

required

Traditional hardware acts as a major hindrance in moving to a cloud based

system

Companies have to deal complex SLA’s in

meeting the ultimate telephony requirements

Different contracts spread across various departments ,impede

price parity streamlining


POLL QUESTION 1

What are the key challenges faced with your company’s current telephony deployment?

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Benefits of adopting

Cloud Telephony solutions

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Cloud Telephony solutions v/s traditional Telephony systems

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Cloud Telephony

Traditional Telephony

Businesses adopting cloud telephony see advantages over premise based solutions with lower operating costs, easier implementation, automatic

updates, built-in disaster recovery, and a scalable pay-as-you-grow model that provides flexibility for businesses of all

sizes


Selecting a cloud telephony service provider Why & what factors to consider

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Selecting a service provider: Why to consider?

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Integration with Company’s CRM

Applications

Automation of Voice

Applications

Geographically Dispersed

Organisations

Rapid or Unpredictable

Growth

Simplification of Business Process

Application

Optimising Existing IP

Infrastructure


POLL QUESTION 2

What are the key factors you look for before deploying a Cloud Telephony solution?

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Selecting a service provider: What factors to consider?

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Ensure formal change management procedures

and effective communication with the cloud telephony provider

Estimate the Total Cost of Ownership

(TCO) for deployment to the end-customer

Understand management’s requirement

for scalability & flexibility

Identify enterprise’s business application

requirements


Selecting a service provider: Ideal business case for start-ups

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Enhanced Customer

Experience

Massive Marketing

Seamless Integration & Elasticity

Complete User Control

Enhanced customer security through number masking Seamless integration with

existing software and align customer interactions

with support & operation teams

Cloud Telephony solutions can be leveraged to integrate with

social media capabilities Start-ups continuously

experiment with their call flows and

customer interaction workflows


Cloud Telephony Services:

Global Market Adoption Scenario

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Global market adoption scenario

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Case Studies

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• India’s Online Career Portals • India’s Online Travel Ticket Booking

Portals


Case Study: Deploying HIVR for one of India’s online career portals

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Challenges Solution Result

• Setting up 24 x 7 call centers with capacity to scale up

• Managing large volumes of daily job seeker calls

• Assigning toll-free service to a Pan-India contact number supporting 8 regional languages

• A solution customisable enough to render a dynamic nature to the automated calls

• Successful integration to the company’s existing CRM for all outgoing calls

• Incoming 24x7 call enter support, easily scalable during peak loads

• Automated Voice Calling Solution

• Call masking features for added privacy of the job seekers

• Automation of business processes ended up saving unnecessary costs

• Catered to increased voice traffic seamlessly on a cloud telephony backbone

• No issues pertinent to volume of calls, channels and peak loads

• High job seeker satisfaction due to dynamic nature of automated calls


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Case Study: Deploying HIVR for one of India’s online travel ticket booking portals

The Problem

The Solution End Result • Lack of effective

customer query resolution

• Dealing with huge ticket cancellation calls which was time consuming and expensive

• Increasing customer wait time

• Integration of click –to-call button on the company’s web page

• Provision of cloud telephony solution provider’s API for initiating incoming call to the customer

• Dedicated cloud telephony number for web-based requests

• Automated support to the customer

• Reduced wait time due to dedicated telephony support for different channel

• 2% increase in overall conversions and reduced abandonment


Cloud Telephony: Future Outlook

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Cloud Telephony solutions – future outlook

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Adoption to Get Bigger and Better Hereafter

Another Layer to the Omni-channel Experience

IoT and Data Analytics Galore

Small Businesses will

Thrive


Key Takeaway & Conclusion

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Key takeaway & conclusion

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Size of the companies will not matter more than product impact and fragmented

subtleties of the business will keep paving opportunities for new enterprises to join

and make a difference

Telephony as a part of whole cloud based collaboration suite, will find many takers in the large

enterprises

Scalability and flexibility requirements will carve new opportunities for the

enterprises to deploy cloud telephony solutions

The total cost of ownership (TCO), is the key driving factor with medium and small

enterprises and likely to impact all future adoption trends for cloud telephony

PRI will soon become a thing of the past and SIP based CT solutions will prevail


Questions

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Feedback For more information on

Cloud Telephony Solutions

(CTS)

Email: [email protected]

Call: 1800 266 1800

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