Multi-Modal Digital Voice: Exotel’s Innovative Approach to VoIP in India

The telecommunications landscape in India is rapidly evolving, particularly with the rise of Voice over Internet Protocol (VoIP) services. The shift from Public Switched Telephone Network (PSTN) to VoIP is being significantly influenced by companies like Exotel, which has obtained a Unified License for Virtual Network Operator (UL-VNO). This license allows for the intermixing of IP and PSTN calls, enhancing the flexibility and efficiency of communication.

Exotel’s UL-VNO License and Its Implications

Exotel’s UL-VNO license empowers it to offer businesses the ability to seamlessly integrate VoIP and PSTN communications. This capability is crucial for organizations aiming to enhance customer engagement while reducing communication costs. Key features of this service include:

» IP-PSTN Intermixing: Users can make and receive calls using both VoIP and PSTN, ensuring robust connectivity regardless of network conditions. This flexibility is essential for businesses that require reliable communication channels.

» Cost Efficiency: By leveraging VoIP technology, businesses can significantly reduce call costs, particularly for long-distance communication.

» Enhanced Features: Exotel provides advanced functionalities such as call tracking, analytics, and automated notifications, allowing businesses to customize their communication processes.

» Fallbacks: Even though we’re backing on VoIP for the future, some users could be in poor/no network conditions which can be handled with automatic fallbacks to PSTN.

The Shift from PSTN to VoIP

The traditional PSTN system has long been the backbone of voice communication in India. However, the rise of VoIP is changing this dynamic. With improved internet penetration and mobile device usage, consumers and businesses are increasingly opting for VoIP due to its flexibility and cost advantages.

Key Benefits of VoIP Over PSTN

1. Increases trust using contextual calling – Aspects of the calling screen like business name, logo, etc are controlled completely by the business for all VoIP calls. The end user knows exactly which business is calling and why.
2. Increased Pickup rate – Increased trust and the fact that the call is landing on the business’ own application results in increased pickup rates for transactional / utility calls.
3. Full Control – From crafting the calling screen to match the brands’ theme to hiding details like the phone number (Number Masking), the business can take all the decisions to make it a customized calling experience.
4. Seamless International calling – Planning to expand your business to a different country and want to have a consistent voice channel experience? VoIP is your best bet. Instead of relying on and setting up with the Operator in the foreign land, you can bank on the one factor that’s common across the world – the internet.
5. Flexibility and Mobility: VoIP services can be accessed from various devices, allowing users to communicate from virtually anywhere.
6. Improved Call Quality: VoIP technology often provides better call quality compared to PSTN, with lower latency and fewer interruptions.
7. Scalability: Businesses can easily scale their communication infrastructure with VoIP, adding or removing lines as needed.

Multi-Modal Voice Interfaces

In addition to traditional VoIP services, the concept of Multi-Modal Voice is gaining traction. This approach integrates multiple communication interfaces, such as:

• OTT Apps: This feature enables users to make calls directly through the OTT apps, providing a seamless experience while identifying unknown callers.
• App-to-App Calling: Users can make voice calls directly from the business’ iOS and Android applications, enhancing connectivity across platforms.
• WebRTC SDK: This technology enables real-time communication capabilities directly in web applications, facilitating voice calls without the need for additional plugins.
• CRM integrations – Agents can now directly make VoIP calls from their CRM, not having to open multiple tabs to conduct different operations.

The integration of these multi-modal voice interfaces along with fallbacks where necessary enhances user experience by providing diverse options for communication. This flexibility is particularly beneficial for businesses looking to engage with customers across various platforms.

Regulatory Considerations

While the UL-VNO license empowers Exotel to offer innovative communication solutions, it also comes with regulatory requirements. Businesses must establish new accounts under the entity Veeno Communications Private Limited to utilize VoIP services, ensuring compliance with government regulations.

Conclusion

As Exotel leads the charge in integrating VoIP with PSTN through its UL-VNO license, the future of telecommunications in India looks promising. The ability to intermix IP and PSTN calls not only enhances connectivity but also positions businesses to take advantage of cost savings and advanced communication features. The emergence of Multi-Modal Voice interfaces further enriches the communication landscape, providing users with multiple avenues for connectivity. As more companies adopt these technologies, the traditional PSTN system will likely continue to decline, marking a new era in how we communicate in India.