Cloud Telephony: 5 Major Myths Busted

Over the year, businesses have been replacing conventional communication methods with advanced contemporary communication technologies like cloud telephony. This virtual communication system has successfully bridged the communication gap between a business and its customers seamlessly.

One-fourth of the corporate market is relying on cloud services globally. Since 2011 - 2015, the market share from 50% has increased to 64% currently. Ditching old-school communication technology, most start-ups, MNCs and small companies are adopting modern telephony systems to boost their business growth. As per the industry forecast, the market is likely to expand by 78% in 2020.

Cloud telephony optimizes customer satisfaction and data security, but corporate still hesitates to implement cloud telephony software due to various myths and doubts.

Here are some of the most widely-believed myths - debugged.

#1 With cloud telephony, data confidentiality is insecure.

The moment a business hears of a third party regulating its data storage, data leakage is the first conclusion it jumps to. There has been a wide belief, especially with data sensitive industries like BFSI, that cloud telephony may make them more vulnerable to data theft.

Reality: Cloud telephony providers are ISO, NASSCOM certified, and PCI DSS compliant - which is why they offer a highly secure platform to store and access data while meeting industry standards. Such service providers practice encryptions to store huge data safely without any chance of data leakage. The authorized entity with the right permission can access data anytime and anywhere.

#2 Network connection is poor.

Most businesses adhere to tradition telephone system believing that there are no network failure issues. They find them more reliable and convenient in terms of usage and accessibility.

Reality: Cloud telephony ideally provides a 99.9% uptime and more speedy SLA response making it a reliable platform to take corporate communication forward. With a stronger network operation connection on a global scale, cloud service providers proficiently host business communication and take care of regulatory acquiescence.

#3 Cloud telephony installation is rigid and complex

Start-up and small-scale businesses assume that cloud telephony may require more workforce and equipment increasing their budget. Whereas, large business feels that cloud telephony may turn the operations chaotic as they already have CRM handy.

Reality: Cloud telephony is strategically designed to cut-off additional costs of business by offering a flexible platform that can regulate its operations as needed. The flexibility of the cloud system connects business to its customers quickly with less waiting time, hence, reduces working headcount. Besides, it easily integrates with the prevailing CRM to augment customer experience and further benefits large businesses as no additional staff training for new CRM is required. You can scale up and down easily as per your business requirements.

Research claims cloud telephony is gaining popularity year on year by almost 17% for its flexibility and efficacy.

Companies using the Internet-based calling system have experienced a 50% upsurge in the performance and output of their staff members.

#4 Development and maintenance cost is high.

Businesses have a pre-conceived notion about virtual telephony systems that they are expensive and require vast infrastructure and high maintenance.

Reality: Unlike traditional PBX systems, cloud telephony does not require initial infrastructure as everything is on the cloud, so no additional cost is required. It also cuts down the maintenance cost as the system automatically upgrades using system updates while allowing the business to stay focused on their core business-development strategy.

Virtual telephony assistance has successfully cut-down the expenses of domestic calls by 40% and the cost of outbound calls by 90% as confirmed by reports.

#5 Only enterprises should use cloud telephony.

Businesses with a huge customer base and operational set-up in multiple places require such fancy and advanced software is a common myth amongst most start-ups.

Reality: Cloud telephony leverages the business to maintain 360-degree communication with its customers. It’s sophisticated features are proving to be an asset to rapid business growth. Regardless of size, any business can get benefited by advanced interventions of cloud services including call recording, detailed call analytics, and IVR system.

An IVR system welcomes clients with a professional AI voice and especially assists small business to gain maximum customer experience with minimum employees. Moreover, the IVR system ensures not to miss a single customer call due to staff unavailability by helping them to drop a voicemail. All these facilities offer an upper edge to small businesses and start-ups to give operate as smooth as the established competitors while allowing them to expand their clientele.

These are some of the most widely-believed myths that we have busted for our customers at Knowlarity over the years. What’s even better is that once a business understands level of efficiency and security their customer communication will be operating at, they are wooed by the easy setup and low costs once they opt in. A business generally has a dedicated account manager to take care of resolution throughout their journey. According to reports, businesses using cloud services are expected to evolve at a faster rate by reaching a larger universe of potential target customers with reliable, cost-effective and resilient communication support.

Yatish Mehrotra
CEO, Knowlarity Communications, Pvt. Ltd.