5 Cloud Telephony Trends to Look Out for in 2019

By Ankit Jain, CEO, MyOperator

In the past few years, we have witnessed a gradual shift from traditional PBX to cloud PBX. Though it took time for the market to be ripe enough to adopt cloud telephony products but in the last two years, we have seen tremendous penetration of cloud telephony in the Indian market.

Cloud telephony isn’t a new concept anymore. People are aware about it and willing to accept further technological innovations in this sector. Voicebots, vernacular support and other new cloud telephony products are ready to capture a significant market segment. As per a research, the cloud telephony market is expected to be around $100 billion by 2020.

Ankit Jain CEO MyOperator

Let’s, now, have a look at a broader picture about how cloud telephony trends will roll out in 2019.

Industry specific voice bots

whether purpose of voice bots is to communicate with new prospects or just provide some basic information to existing customers, they’re getting better at their jobs. Voice bots are getting efficient in collecting more information about their target audience and figuring out what exactly people want or need to hear.

Artificial intelligence is helping voice bots develop skills that can make it indistinguishable from human interaction. For voice bots to be highly efficient, we need to make them industry-specific and train them to deal with a particular set of customers only. In the coming year, bots will hopefully be able to interact with users throughout at every stage of their needs.

Vernacular customer support

Businesses are focusing more on providing personalized experience to their customers, and cloud telephony is helping businesses fulfil the same. Cloud telephony products are undergoing consistent development to support multiple languages. In 2019, cloud telephony will enable businesses to interact with their customers in any of their preferred languages using artificial intelligence. It will become easy to automate customer service without affecting personalization. On-call customer experience will be totally customized as per the local language is spoken by the customers.

Voice analytics

Enterprises are seeking better alternatives to help them understand their buyer persona and address customer needs more quickly. Voice analytics solutions are giving enterprises access to direct analysis of recorded customer calls. This is helping them gather accurate customer information to improve communication and future interaction.

Keyword analysis and sentiment analysis, together, are providing essential input to analyze complete customer journey. The derived insights are helpful to identify the actions required to expedite resolution of customer challenges and enhance the customer experience. The year 2019 will see more penetration of voice analytics to get a better understanding of customer preferences and to anticipate customer behaviour and needs.

A common roof for different platforms

Not just calls and SMS, cloud telephony will give businesses a common roof under which communication happening on different platforms, such as, WhatsApp, email, call, social media, and SMS can be tracked. Businesses can keep a track of conversation happening on different platforms in a single window.

Emergence of voice bots as personal assistant

Not just in customer service, cloud telephony is also helping voice bots be an efficient personal assistant. Both individuals and managers will be able to use them in place of human assistant for their personal and professional tasks respectively. Scheduling meeting with a client, getting an appointment with a doctor or getting reminder to do a particular task at a specific time, voice bots will be able to do all of these. The coming year will witness the emergence of voice bots for different functionalities.

The New Year will offer all sorts of new and unforeseen opportunities for innovations in cloud telephony. In 2019, cloud telephony will be the next big thing to invest in and will emerge as the most demanded SaaS platform.