By,

Dilip Vedula F066

Aman Saxena F054
Rachit Kasera F028
Avinash Rao F048
Shivendra C057
Prabhakaran N C039
Introduction to Cloud Telephony
Cloud telephony refers specifically to voice services and more specifically the
replacement of conventional business telephone equipment, such as a Private branch
exchange (PBX), with third-party VoIP service
External hosting allows calls to be manipulated through a simple online interface. The
remarkable thing is, a single number can reach anyone, anywhere.
Self-service – the ability to access the telephony service you want, from anywhere you
want, at any time you want, through the Internet.
Commodity pricing – taking advantage of on-demand resources, service providers have
reduced costs and can pass these on to customers in the form of pay-as-you-go or pay-for-
what-you-use pricing deals.
Transparent scalability – the telephony service can scale seamlessly to accommodate
peak call volumes, business growth or the use of resource intensive features.
Shared infrastructure – the ability to share compute resources through virtualization has
fuelled the cloud revolution by reducing cost. It also frees the customer from being tied to
proprietary telephony hardware or installed software.
 Cloud Telephony - India
The phone, like so many other things, has moved to the cloud. It’s now possible for
businesses to have complex and infinitely responsive phone or voice workflows without
installing a single piece of hardware, thanks to cloud telephony.

What Does it do?

Cloud telephony allows SMBs and MSMBs to choose multiple virtual phone numbers, toll-
free numbers, and features such as call routing to ensure that a line never appears to be
busy.
Big players in India
Potential Areas where Indian
Enterprises can Leverage Cloud
telephony
Market Drivers of Cloud
telephony in India
Being Easy to Subscribe, Easy to Scale, and Extremely Reliable, Cloud Telephony is
Expected to Witness an Increase in Traction Over the Next Few Years
• Unfortunately, the time, cost, and resources required to set up this vital part of the
organization usually can stretch from days to weeks.
• With cloud telephony, this can be done in a day and therefore becomes attractive to
start ups and SMBs that are dependent on establishing communication channels.
Cloud Telephony is an Attractive Solution for SMBs as it Results in Lower Telephony
Costs with Investments Required Only for Telephone Handsets
• With major investments being only in telephone handsets and with extremely low
rental plans, the traction in this market is expected to increase exponentially over the
next few years.
With Successful Use Cases Present for Almost Every Vertical, the Market is Expected to
Witness High Growth Over the Next 3 to 4 Years
• Cloud telephony is not restricted to only IT and ITeS verticals. There are many
successful use cases present in the market—from transportation to real estate to
ecommerce.
• As awareness levels of benefits increase, adoption is expected to pick up in the
medium- to long-term
Comparison
Criteria On-Premise Telephony Cloud Telephony
Over 20% SMBs will be using some form of cloud telephony solution within the
next 5 years
An Internet or cloud-based service to manage customer calls, aided by software
that replace the traditional calling apparatus.
Industry experts say the market is currently worth about $6 billion and is
growing 20% YoY
Unlike the traditional private branch exchange phone system, cloud telephony
not only gives scalability but also provides mobility for the employees since it
offers great flexibility
Application
Interactive Voice Response Functions (IVR)—
Outbound and Inbound
Call Analytics
Integration with software such as CRM or ERP
Virtual Receptionist or Automatic Call Distribution
(ACD)
Fax
Short Message Service (SMS)
Contact Center
How it works?
Cloud Telephony
Service
Provider
Cloud Telephony –
Benefits & Challenges
5 Characteristics of CT Drivers
• On demand self-service • Increasing trend of distributed company
• Broad network access operations in branches & home offices
• Resource pooling making WANS cumbersome, inefficient and
• Rapid Elasticity costly
• Measured service • More communications devices need access
to enterprise networks – BYOD, iPhone,
printers, VOIPS
• Consolidation of data centers housing
Benefits enterprise IT assets
• Cost effective – lower-cost subscription basis • High capital investment to set up VoIP in-
• Reliable and secure communications environment house infrastructure
• Hassle free system without the headaches • SMB’s lack of expertise on telecom
associated with more conventional PBX system infrastructure setup
deployment
• Expands the options beyond local and regional Challenges
carriers • Cloud telephony systems require an internet
• Off-the-shelf integration with various CRM, connection. A slow or failed internet
Helpdesk, and Analytics products connection affects productivity
• Reduce traditional call handling time and improve • Compliance in terms of physical location of
agent efficiency the cloud servers
Use Cases for Cloud
Telephony
BFSI IT & ITES Healthcare
• Although this sector has • Technology-centric • Healthcare companies
stringent security policies startups can use cloud send voice and SMS
regarding data and on- telephony to conduct a broadcasts regarding
premise solutions, cloud feedback, to establish a patient follow-up,
telephony is being used call center, and to appointment reminders,
to connect customers to connect a remote as well as insurance
agents via a cloud workforce. offers and health tips.
contact center and IVR
with no calls being
recorded.
• SMS is used to send One
time Password (OTP),
special offers, payment
reminders, and balance
notifications
Thank you