R.SETHURAMAN

ASSISTANT PROFESSOR & TECHNOLOGIST

What is Cloud Telephony?

By srssethuraman | December 16, 2015 | 2 Comment

Anyone who wants to start a career in Cloud Telephony or wants to use it, would be curious to understand the basics of Cloud Technology.

So, what is Cloud Telephony?

I would like to share my knowledge about this emerging technology, I will cover the basic architecture of cloud telephony and its advantages.

Cloud Telephony is a data communications technology where all communication applications, switching and storage devices are hosted at the service provider’s premises, Any business willing to adopt this technology,  has to pay only the monthly charges and get access to full-fledged (i.e. IVR, Recording, Analytics & many more) telephony service on traditional phone, mobile or system i.e. desktop, laptop or tablet.

If we want to understand the Cloud Telephony, let’s first understand the Legacy PBX (Private Branch Exchange).

Legacy PBX architecture

Legacy PBX Architecture

From the above picture, it is clear that for setting up a normal PBX, any organization needs

  • A dedicated PRI line
  • PRI Server & card

PRI is the standard for providing telecommunication services to businesses. It is based on the T-carrier (T1) line in US and Canada, and the E-carrier (E1) line in Europe. The T1 line consists of 24 channels, while an E1 has 32.

It’s a physical line terminating on the customer PBX, 24 channels means a PRI line can simultaneously receive/send 24 calls, but only 23 of these channels is used to carry the voice calls and 1 channel is used for signalling.

A PRI Card / Interface is required to terminate the PRI circuit on the PBX.

If you want to have an IVR on your PBX, you need an application server, an IVR server.

Now, if any company wants to set up a 2-15 seater call center, the company needs complete PBX setup that is mentioned above, and a complete call center solution from legacy call center solution provider, which makes the whole set-up very capital intensive.

Now, let’s look at the Cloud Telephony solution:

Basic Cloud Telephony Architecture

If you look at the above picture, you can easily make out that the complete setup is managed by the Cloud Telephony Solution provider.  The Cloud Telephony solution provider maintains PRI Lines, IVR server, application server, SIP truck, call recording, CTI, reporting & analytics module etc.

Compared to the legacy solution, in Cloud telephony you don’t have to buy anything or manage any hardware or software. Whether you need a basic IVR or you want to setup a full fledged call center, you just have to pay the monthly charge for the service you are using.

Main Advantages of Cloud Telephony solutions are:

  • Easy & Faster deployment: You can start a full-fledged Call Center, within a few hours even on your mobile phone
  • Zero Capex: There is no investment in any hardware or software
  • Scalability: Businesses can easily scale up or down the number of seats, to meet immediate and seasonal demands
  • Customization: The solution is customizable, businesses can build the solution according to their specific needs
  • Integration: With Cloud based Contact Center solution, integration to various back-end systems like CRM solutions, ticketing systems and analytics tools is lot more simple if the platform offers open APIs compared to legacy solutions
  • Omni-channel solution: The Cloud Call Center enables businesses to connect to their customers via multiplechannels i.eemail, text SMS, voice SMS, call and social media
  • Easy to upgrade: The legacy Call Center Solution is inflexible and complex to upgrade, but with Cloud Call Center solution, upgradationis quite seamless.
  • Distributed Call Center: With Cloud Call Center  solution, businesses  can easily set up Call Centers at multiple locations and can manage all locations from a centralized location
  • Call Monitoring: The monitoring of customer calls and recording is a basic feature of the Cloud based Call Center solution. Businesses can monitor calls from anywhere at any time, advanced monitoring features like Call barge-in is also provided by pioneers like Ozonetel
  • Reporting & Analytics: Lot of reports, dashboard & real time analytics are provided, which help in taking informed business decisions

The architecture shown above, is just the basic solution of Cloud Telephony. The Cloud telephony is a very flexible solution, it can be highly customized to fit the organization need.

Courtesy : OZONETEL PVT LTD

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2 Comments

16 December, 2015 Reply

Very much informative Sethu. Keep it up. Continue this on whatever you know in IT.

    srssethuraman

    16 December, 2015 Reply

    Thank You Sir

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