Understanding the concept of Cloud telephony
This is new age revolutionary technology advancement in telecom sector, which would be replacing the traditional on-premise telephony applications.
Traditional on-premise telephony applications typically consisted of PBX, IVR and lot of wires through MDF (Main Distribution Frame) will be replaced with software programming, just like the one we are using in developing web applications.
IVR application is the only visible computer application which provides software like function and computational capabilities.
IVR could pick up an incoming call, play a greeting, ask to dial extension number, transfer the call, if the transferred number did not pick up the call, asks the caller to record voice mail.
However with Cloud Telephony coming in the picture, such tasks will be achievable by simple programming coding at the back.
One just required subscribing a service with a cloud telephony service provider and rest will be take care by a programmer making sure that concept will be delivered as it was through PBX setup.
Advantages of Cloud Telephony :-
One thing is for sure, that’s initial setup cost for having such facility will be far less in comparison to traditional setup, where you have to deal with hardware cost of PBX boxes, wires, switches etc..
Once hardware is setup then you would require a PBX engineer to spend hours in programming the device according to specification provided. These programming hours spend will also be added to the initial setup cost making it a costlier affair.
Whereas with CLOUD telephony, there will be no requirement of any hardware to be installed onsite at customer place, customer can simply avail the hardware services from the respective service provider, who will route the call flow to the customer environment.
These calls later go through the script written by the programmer and with the help of these guidelines users will be able to get the desired output.
This will bring down the cost to few $100 per month; whereas earlier you must be at least spending close to $1000+ per month as an average expenditure to maintain the similar setup.
It is imperative to have such application which can decrease the downtime, while there are any changes upgrades or errors to the running environment. Keeping that thought in mind, CLOUD telephony can provide you immense flexibility to do such changes, programmer can re write the code to make the desire changes in the backend and than simply upload the files to server.
Now if you compare this to traditional style , where we have a pbx setup for which an engineer needs to manually configure the device spending hours for even making a smaller change to the voice IVR. This new concept is a lot easier and faster. In fact it is so amazing that user can simply ON – OFF the IVR options via tick button’s provided on GUI application interface.
With programming acting as a core component to setup an IVR option / making any modifications to existing pattern. It has now easier to turn on or turn off the any of the multiple IVR options.
Now you can create an entire programming pattern in such a way that it can be used for outgoing calls, which can be a reminder call concept.
In this concept an auto generated call having a prerecorded message will be played to the customer on answering a call, customers will be picked and called from the listed outgoing calling data base, which can be modified as per requirement.
Example of Such calls were witnessed during US elections, when an auto mated calls used to land on your phone played a recorded message, that message was in the voice of presidential candidate appealing to vote.
Same concept has been developed further and these days even doctors are sending reminder calls to their patient informing them about next visit due date, medicine schedule etc. Options are limitless and it will clearly be really exciting to see, that in future more professionals will start using this technology to generate a better customer service experience for their clients.