Publication: DataQuest online
Spokesperson: Anil Kumar, SVP and Head of Engineering, Exotel
Accelerated digital transformation and deregulatory initiatives are revolutionising how India Inc. handles its communications. 2023 will see major sectors of the economy adopt cloud communications tools en masse, bolstered by ease of doing business and advancements in 5G.
Prediction 1: Traditional sectors of the economy will migrate their operations completely to the cloud
The COVID-19 pandemic has created demand for cloud-based communication tools, especially cloud contact centres, to accommodate remote working. Internet-first companies such as in the e-commerce space are more adept at adopting cloud-based solutions for customer engagement at a larger scale. However, in the near future, we will also witness companies from traditional sectors like BFSI and manufacturing, migrate their operations completely to the cloud.
Prediction 2: 2023 and this upcoming decade will see deregulations to promote migration of business processes from on premise to the cloud
The ease of procuring a Virtual Network Operator (UL VNO) licence highlights a breakthrough for the telecommunications industry in the country and other emerging markets. Government initiatives such as these are crucial for the growth of cloud communication adoption on a massive scale. Driven by the growth of data centres, India and China are leading cloud adoption in the APAC region, according to a report by Forrester.
The report also found that 67% of Indian decision-makers in the Indian IT industry are making it their top priority to modernise business processes with architecture hosted on the public cloud. However, currently on the global cloud rank, India ranks 51 of 76 nations. To change this notion and pave the way for the growth of this space, the coming couple of years would prove crucial for India.
Prediction 3: 5G will revolutionise the Indian telecommunications sector
With telecom companies rolling out 5G, the latency is likely to reduce significantly from 200 milliseconds in 4G to 1 millisecond using 5G, along with the increased capacity to manage large network traffic. These two factors hold significance for cloud suite providers, especially in the communication space as latency is an important factor in communications.
The rollout of 5G will open up the opportunities for IP based calling as an OTT service. The improvement in the ‘core network’ is likely to result in enhanced functionality of cloud-based customer service companies, and we can hope for a full-scale global expansion for them.
Exotel is the emerging market’s leading customer conversation platform and business-focused virtual telecom operator. Exotel has also recently received a virtual telecom operator license in India to offer cost-effective end-to-end VoIP telephony services, making the company a 100% compliant cloud calling operator. Exotel was founded in 2011 and has an impressive cloud-based product suite that drives 70+ million conversations every day for more than 7000 businesses in India, Southeast Asia, the Middle East, and Africa. Today, the omnichannel contact center, communication API suite, and conversational AI platform from Exotel help some of the fastest- growing businesses in emerging countries manage their customer engagement.
Exotel has won The ET StartUp Awards 2022 under the Comeback Kid category.
For more info, visit: https://exotel.com