VoIP in India
VoIP Services and VoIP Providers in India
VoIP (Voice over Internet protocol) is now licensed by DOT (Department of Telecommunications - Government of India) and many services are now offered using end-to-end Internet services. This means there are no PSTN or GSM requirements at the user level. Any IP device can become your IP endpoint offering complete services over the Internet as normal.
VoIP allows you to make and receive phone calls over the internet. Over the last few years, India has undergone a massive digital revolution in terms of Telecommunications – more people & businesses (than ever before) now have access to high-quality internet. This whole transformation has made it possible for businesses to use VoIP as a viable, cost-effective alternative to traditional customer communication systems like PRI lines or EPABX.
Two main services associated with VoIP services are Cloud Telephony or Cloud PBX or VoIP phone system and Cloud contact centre or Cloud call centre platform.
VoIP phone systems are now here to power customer calls (Incoming and Outgoing). Cloud PBX offers not only cost savings but also enables remote working & improves efficiency. VoIP phone systems are simple to set-up and use, cost-effective, have low infrastructure requirements, offer better scalability than other phone systems, and of-course security.
Cloud PBX or VoIP phone system allows businesses to manage, track & record customer calls easily and efficiently along with real time statistics and analytics. Offering features like multi-tier IVR, call routing, hold-consult-transfer, conferencing and more helps businesses to streamline business communications even better. Cloud PBX or VoIP phone systems also enable work from anywhere or home working & allow business owners to run & manage complete communications infrastructure virtually.
- Advantages of VoIP in India
- Reduced Cost - Costs are only one variable but matching apples for apples on a traditional digital or IP based EPABX Vs VoIP PBX will cost less. Moreover there is no or very less CAPEX costs.
- No Additional Infrastructure Required - No physical boxes or wires, No servers with typically No new infrastructure. A VoIP phone system works on any existing IP device – a SIP phone, laptop or mobile phone.
- Simple to Install - You don't have engineers on site and everything can be provisioned by the operator pretty much in a couple of hours. It’s that simple!
- Remote work Ready - VoIP systems are flexible in nature and can be easily used to power a remote workforce in addition to on-premise teams.
- Scalable - No IT team or hardware required to scale your business phone system. Just add users as you grow. The service provider can manage the peak call volumes as and when required (Say your peak business needs).
- Security - VoIP communication can be encrypted end-to-end, making it secure.
- Integrations - Integrate seamlessly with leading CRMs and other applications in the market. Offers Integration into your apps as well as app in app (SDK's).
- Programmable API stack - Integrate the communications platform in your custom applications, softwares or home grown CRM's. Full API's for voice, messaging and video.
- Customer Privacy - VoIP phone system offers many features such as number masking solution making sure your customers contact information remains private and can be made available on need basis.
- Real-time dashboards - Get real time dashboards with presence indicators and availability of users.
- Analytics - Now get all business communication metrics, performance indicators enabling you to optimize your business operations.
The disadvantages of a VoIP phone system
Internet Connectivity - VoIP phone system is purely dependent on internet connectivity so in areas with no or low internet penetration, it will be difficult to use such a solution.
The advantages of a VoIP phone system:
Smart Sales - Cloud PBX helps in improving agents' sales capabilities and offer more conversions. This means closing deals quicker with click to dial while instantly logging the same call and other communication streams like messaging, WhatsApp or email activities to CRM to improve productivity.
Agile Support - Deliver an agile customer experience with IVR, call routing, live call monitoring and many more to offer highly personalized customer incidents and resolve issues faster.
Better Business Integration - VoIP PBX offers integration with your important business tools by leveraging business automation to build smooth workflows for sales and support teams.
VoIP phone system offers features such as:
Smart Call Forwarding - Users can choose to forward calls to several devices and even to another GSM or PSTN number, to remain reachable even on-the-go.
Call Transfer - Allows you to transfer a call to a peer in real time without disconnecting the call. Most businesses appreciate the hold, consult, transfer feature.
Call Conferencing - Enables you to add one or more people (one the fly) on the same call and turn it into a conference call. Most service providers offer 3 party or 5 party conferences as standard.
Call Queuing - Allows incoming calls to go in queue in case if your employees are busy attending other customers or even in many cases businesses queue calls in relevant departments etc. and do a free marketing with message on hold.
Call Recording - Record every call on each of your numbers to better monitor your employees' performance.
Voice Mail - Receive voicemails directly in your email box. Even better that you can play them directly from your email. Visual voicemail is the next level of communication stack and available with many service providers.
Call Analytics - Track your phone support performance. Measure the percentage of missed calls, call volume of each employee, etc.
On Hold Music - On Hold Music is a great way to greet and keep your callers engaged while on hold. Most service providers offer an upload option so you can choose custom music or message from time to time.
Web portal - Unlike In-premise EPABX's you get a Web portal to manage your VoIP phone system from anywhere. This is fantastic in terms of managing your call flows, employees etc from anywhere.
Features of a VoIP based Cloud Contact centre
Multi-level IVR (Smart IVR) - Personalise customer communication & automate tasks with DTMF input while in IVR.
Call Transfer - Transfer calls to the right department/agent with the click of a button.
Conditional call routing - Automatically forward calls based on pre-set business criteria.
Auto dialers - Give your agent’s productivity a boost by leveraging automated dialling.
Device agnostic - mobile phones, SIP phones or desktops to make and receive calls.
Live Agent Dashboard - Track and monitor agents’ activities on a real-time basis.
International Numbers - Use numbers from multiple countries on the same platform to make and receive calls.
Summary - VoIP services are going to be the next revolution in Indian telecoms and it's important for any business to offer complete disaster recovery and business continuity measures. Click here to fill your details now for a free no obligations call.
