StartupTalky

Tag: Cloud communication

  • How to Record VoIP Calls Effectively?

    As per the report published by Persistence market research, the global VoIP market is estimated to achieve the mark of $194.5 billion in revenue by the end of 2024. Almost every small business to the big giant company is using VoIP for communication and at the same time using VoIP call recording to ensure accountability.

    Since VoIP is an advanced technology that comes with amazing features at a low price compared to traditional ones, the recording of calls is also different. Some VoIP service providers offer a call recording feature in their plans, but some offer this feature as an add-on at additional costs.

    Here in this article, you will get to know the procedure to record a VoIP call.

    What Is VoIP?
    Why Do Companies Need to Record VoIP Calls?
    Steps to Record VoIP Calls

    What Is VoIP?

    Voice Over Internet Protocol (VoIP) is a technology that enables seamless transmission of audio and video conversation over the internet. Using this technology one can easily avail the benefit of communicating with people using the internet connection. The audio or video data is converted into digital data in small data packets, then it is transmitted to the destination using the Internet network. The receiver receives this data packet combined to listen to the conversation.

    It provides the ability to make business calls from any location from any device through an internet connection. Unlike the traditional phone system, it saves a lot of money on normal calls and also on Long distance International calls.

    Not only voice calls but other mediums like video, chats, sending or receiving images, videos, and documents everything is possible because of VoIP technology. There is no boundation to stick with only one tool for communications but one can easily switch to their smartphone and make or receive a business call on it.

    Why Do Companies Need to Record VoIP Calls?

    VoIP is widely used by today’s businesses because of its flexibility and low-cost infrastructure. But while running business communication on VoIP, companies strongly need to record their every call. There are certain reasons companies do record the calls and some of the most prominent reasons are the following.

    • To prevent the business from future misunderstandings with clients. Sometimes when clients refuse their words, your call recording works as strong evidence.
    • Businesses also use call recordings for quality assurance. As a business owner, you always want your customers to be happy with your service. So it helps to ensure, no of your employees misbehaves with your customer.
    • Call recordings are also used by the companies for the training of the recruit. You might have heard the voice ” your call may be recorded for quality and training purposes” while communicating with any company.
    • It helps to reduce the legal risk if you have proof of any verbal commitment as a recording.
    • While working on a project for a client, sometimes you might require clarification from the previous conversation, and automatic call recording acts as a miracle at that time.
    Mobile VoIP Market size by Region

    Steps to Record VoIP Calls

    Coming back to the topic, below is the step-by-step process to help you to record VoIP calls. Since you can choose different software for your VoIP call recording but more or less the procedure is the same.

    Step 1: Choose the Right Software

    Choosing the right software to record calls is the first and most prominent step in our list. There could be many VoIP service providers available that are offering VoIP call recording features. Some include it in their plan while some offer it as an add-on. Here is a list of a few software providers who provide the call-recording feature.

    • RingCentral
    • 8×8
    • Nextiva
    • Vonage

    Choose any of the providers which suit your needs the best.

    Step 2: Configuration of Basic Settings

    Once you are done selecting the provider, the next step is configuring the basic call recording setting. To provide you with the context of how to use the call recording feature, we have taken the example of Nextiva.‌ Let us discuss how to record a call on Nextiva.

    Homepage

    ‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌‌Once you are on the homepage dashboard of the software, you need to click on the manage option under the user’s tab.‌

    User Overview Page

    ‌‌‌‌‌‌‌‌‌‌After clicking on the user’s tab you’ll enter the user’s dashboard. Here you’ll see all your users and various options to configure. Just select the desired user for whom you want to record the call.‌‌


    Click here to get Nextiva

    User Manager Page

    ‌‌‌‌Once you click on any user, you’ll find the monitoring section, under this section there is an option for call recording. Just enable this call recording option for the user.

    You’ll find this option in different places based on your service provider.

    Step 3: Configure Call Recording Policies

    After completing all of the above steps, you need to choose your desired call recording policy from the dropdown menu. Below I’ve explained these policies in brief.

    Call Recording Options

    Always On

    When this option is selected, every call for that user will automatically start recording. The user will have no control over the recordings to start, stop, pause or resume. You can select this option if you want to record all the calls without giving control to the user.

    Always on With Pause and Resume

    This option also records all the calls automatically as soon as the calls start, but this option empowers the user to pause and resume the call recording whenever he/she wants. You can select this option if you want to give some control to the user.

    Users can pause the call recording by dialling *48 and resume the paused call recording by dialling *49.

    On-demand

    As the name suggests On-demand, which means VoIP call recording will start as soon as the user initiates the call but it will automatically get deleted if the user does not place the call on hold and dial *44.

    It means if the user wants to save this call recording, then he/she needs to put the call on hold and has to dial the feature code *44. This option will give much more flexibility to users.

    On-Demand With User-Initiated Call

    When this option is enabled, calls will not start recording automatically. In order to start the call recording, the user has to put the call on hold and dial *44. Another alternative is also available, user can dial this code before making the outbound Call to record the call.

    Never

    This option doesn’t allow the user to record any of the calls. Even the user can’t record any call using any of the feature codes like*44.

    Step 4: Good to Go

    After selecting your recording policy for the user, you can select the other option which is easy to configure. Like if you want to make the announcement that the call recording is being started or stopped, then you can check the option. Similarly, you can easily configure other basic settings.‌‌

    Now you are good to go to record all your business calls. Keep in mind that I’ve taken the example of Nextiva but you can choose any provider, settings and features might be up or down but the functionality is the same.

    Conclusion

    Call recording is a widely used feature in the business. empower your business by leveraging the feature of call recording. Call recording, even today, is quite challenging if you don’t have the right tools. Follow our step-by-step guide to record your VoIP calls and run your business with full accountability. It helps individuals and companies maintain accountability for verbal commitments. Automatic call recording using your VoIP phone system helps you run a more successful business.

    FAQ

    Can VoIP phone calls be recorded?

    VoIP calls can be recorded via streaming audio recording applications. Streaming audio recorders can be useful for home-based recording.

    How do I record a VoIP call on Windows 10?

    The keyboard shortcut Windows+Alt+R allows you to record VoIP calls on your PC quickly.

    What is the best free app for recording phone calls?

    The List of some of the best software is

    • RingCentral
    • 8×8
    • Nextiva
    • Vonage

    Can we automatically record all calls?

    Some VoIP call recording software allows you to manually select which phone conversations you want to record, while others support automatic audio recordings of all phone calls.

  • Platform as a Service (PaaS) – What is it, Market Size, Pros and Cons

    The Internet can be considered as a miracle in our life, which changes the outlook of our world. Thanks to the internet, our life has become much easier. It wouldn’t be wrong to call the internet the greatest invention of the modern world. The internet has connected everyone and converted this huge world into a small global village.

    In this technologically advance and IT-dominated world, cloud computing is the new player. The days are long gone where you only have computer hard drives, where we used to store data and run programs. Now, because of the internet, we have the cloud computing system to do that.

    Cloud computing enables us to store, manage and process data through the internet. Basically, it is a prototype that provides on-demand network access to shared computing resources.

    Now to be specific, there are three delivery models of cloud computing and they are: SaaS, IaaS and PaaS

    Today, in this article we are going to discuss PaaS and the market size of the PaaS industry. So, let’s get started.

    “With the cloud, individuals and small businesses can snap their fingers and instantly set up enterprise-class services.”

    – Roy Stephan

    What is Platform as a Service (PaaS)?
    How does Platform as a Service (PaaS) Work?
    Pros and Cons of Platform as a Service (PaaS)
    Market Size of the Platform as a Service (PaaS) Industry
    Best Platform as a Service (PaaS) Providers
    FAQ

    What is Platform as a Service (PaaS)?

    The first question that arises in our mind when we hear PaaS is, What is PaaS?. To be specified PaaS also known as Platform as a service is one of the delivery models of cloud computing that deals with application development with the hardware and software tools provided by the third party.

    This model gives the user a free pass to develop and run the new applications without installing any hardware or software and also provides the necessary components needed for the deed.

    How does Platform as a Service (PaaS) Work?

    PaaS is provided through public, private, and hybrid clouds. They mainly provide an infrastructure for the development of an application. One can just have their access through a web browser.

    This is mostly a pay per use basis service, although there is an option of the monthly fee as well, where the users have to pay the provider per month for the service.

    A PaaS provider offers operating systems, database management tools, infrastructure, development tools, middleware, and other important equipment needed in the cloud environment.

    Pros and Cons of Platform as a Service (PaaS)

    PaaS as a service is gradually becoming a very significant part of the cloud computing industry.

    There are many reasons why people prefer it, some of them are:

    Pros

    • The first and foremost reason would be cost-saving; it is probably the most important one. The pay per use basis barred the enterprise to use more expenses, this cannot be possible if in-house hardware and software are used.
    • The user can access it from anywhere and at any time, thus giving a free pass to people from all around the world to collaborate in the development of an application.
    • Using in-house resources and managing can take a lot of time which may result in delays. Developing application tends to be faster with the help of PaaS as the resources are managed automatically here.
    • Any kind of device, mobile desktop, laptop can be used to develop applications through PaaS, unlike an on-site development platform that enables only one specific device.
    • The web-based nature of PaaS helps in getting updated tools automatically. While in-house technology tends to get out of date

    Just like the advantages, everything has its disadvantages as well, nothing is perfect. There are challenges that are needed to be solved and they are:

    Cons

    • Public PaaS products are not appropriate and are a basic concern for security as there are many people using the product and sharing the space with others.
    • PaaS products are made by the providers, so there is no say of the users here. They have to use what they are being provided with. Therefore compatibility issues can arise.
    • Moving from one platform to another can be a little tricky.
    Platform as a service (PaaS) end-user spending worldwide
    Platform as a service (PaaS) end-user spending worldwide

    Market Size of the Platform as a Service (PaaS) Industry

    The main reason for the growth of PaaS industry is because of the rise of cloud-based business. Many industries are adopting cloud services as they are able to meet their business goals at a minimal cost. With Covid-19 still looming over our heads, big businesses are opting for PaaS for developing and managing applications.

    The growth of PaaS industry is because of the minimal cost required for application development with that the time that is given during the procedure is much lesser than what the users give during the onsite application development. Although, security issues can be a hinder to the growth of this market.

    As per the reports, the market size of industry is 56.2 billion as of 2020 and it is expected to grow to 164.3 billion by 2026. The IT industry is looking forward to getting more involved with PaaS.

    Best Platform as a Service (PaaS) Providers

    There are various vendors who provides some of the best PaaS services and they are:

    • Amazon Web Services – Elastic Beanstalk
    • IBM – Bluemix
    • Microsoft – Azure
    • Red Hat – OpenShift
    • Google – App Engine
    • Microsoft – Azure
    • Engine Yard
    • Heroku
    • Pivotal
    • Mendix

    Conclusion

    Technological advancement has taken the world to a different level.  Thanks to that, humans are innovating things that are making life much easier than one could ever imagine. A thing can be developed with minimal cost is not time-consuming anymore.

    PaaS industry will only rise with time and with the existence of on spot infrastructure and tools that are needed for the development and managing of applications. It is just a matter of time before every kind of business will pick the side of cloud computing and will involve itself in the PaaS industry.

    FAQ

    How Big is the Cloud Services Industry?

    The market size of the global cloud industry is expected to reach $791.48 billion by 2028.

    What is the main function of PaaS?

    The main function of Pass is to develop, update, test, and host applications all in the same domain.

    Which is the biggest PaaS Provider in the World?

    Amazon Web Services is one of the biggest and best PaaS providers in the world.

  • Ozonetel: Disrupting The Cloud Telephony Market Through AI

    Company Profile is an initiative by StartupTalky to publish verified information on different startups and organizations. The content in this post has been approved by Ozonetel.

    The internet has showered us with myriad useful tools, cloud communication being one of them. Cloud telephony is all about internet-based voice and data communication where telecommunication applications, switching, and storage are hosted by a third party that falls outside the organization using these. Cloud telephony is among the latest tech that moves your business phone system to the cloud, allowing you to manage your business calls without compromising on quality and cost.

    An emerging player in this domain is Ozonetel Communications—a cloud software solution that replaces your conventional business telephone setup with their VoIP services and widgets. Get an insight on Ozonetel Communications Success Story, Revenue Model, Growth, How it began?, Acquisition and Future Plans.

    Transform Customer Experience with Ozonetel Communications

    Ozonetel – Company Highlights

    Startup Name Ozonetel
    Headquarters Hyderabad
    Founders Murthy Chintipalati
    Sector Cloud Telephony
    Founded 2007
    Website Ozonetel.com
    Parent Organization Ozonetel Communications Pvt. Ltd.

    Ozonetel Communications – About
    Ozonetel Communications- Solutions/Services
    Ozonetel Communications – Teams
    Ozonetel Communications – Vision and Mission
    Ozonetel Communications – How It Began?
    Ozonetel Communications – Name And Logo
    Ozonetel Communications – Startup Launch
    Ozonetel Communications – Revenue Model
    Ozonetel Communications – Funding
    Ozonetel Communications – User Acquisition and Growth
    Ozonetel Communications – Startup Challenges
    Ozonetel Communications – Competitors
    Ozonetel Communications – Mergers and Acquisitions
    Ozonetel Communications – Future Plans
    Ozonetel Communications – FAQs

    Ozonetel Communications – About

    Ozonetel is a pioneer in providing on-demand cloud communication services in India. The full-stack customer experience software was built from the ground up to solve the practical problems that keep call centers worldwide from making the most of their communications platform. It is mainly known for developing and launching the first cloud-based customer experience platform in the Indian marketplace.

    Ozonetel Cloud Communication
    Ozonetel Cloud Communication 

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    Ozonetel Communications – Solutions/Services

    The solutions offered by Ozonetel are KooKoo CloudAgent and KooKoo Interactive Assistant.

    KOOKOO CloudAgent

    It is a call center software solution functioning as an inbound and outbound call center. CloudAgent shifts a company’s entire contact center and related setup into a single browser, making it easier for the workforce to monitor, track and make critical decisions. Equipped with business intelligence, the KOOKOO CloudAgent ensures that businesses provide a world-class experience to their customers. It provides a platform for them to engage with their customers through multiple channels such as voice, email, chat, SMS, and social media.

    Ozonetel’s inbound call center solution is bundled with the following features:

    • CRM Integration.
    • IVR flexibility: The KOOKOO speech API lets users speak to the IVR instead of punching numbers.
    • ACD software distributes calls, SMS, emails and social media messages based on customer needs and agent skill set.
    • Improves agent productivity time and cost per ticket.
    • Improves speed of resolution.
    • Exceed SLA’s, boost CSAT.
    • Reduces call queues by live monitoring.

    Ozonetel’s outbound call center solution comes with interesting features:

    • Clients can choose from multiple power dialers as per their business needs. Ozonetel offers both progressive and predictive dialing modes. These dialers can double agent productivity.
    • Remote dialing.
    • Improves agent productivity.
    • Reduces unproductive work.
    • Burns through the call list.
    • Easy integration with third-party solutions.
    • Data to be dialed can be prioritized based on various parameters.
    • Supervisors can monitor the agents on a real-time basis.
    • Outbound IVR lets send personalized automated messages to a large database.
    • Number Masking to protect consumer privacy.

    Ozonetel provides more than 70 reports that give a detailed picture of the call center operations. Currently, Ozonetel has ready-made implications for the major CRM solutions as well as social media integration with Facebook, Whatsapp and Shopify.

    KOOKOO Interactive Assistant (KIA)

    A first-of-its-kind widget enables customer service help desks to run voice calls and chat sessions in parallel. The KIA widget integrates with Zendesk, Salesforce, Zoho CRM, and all other CRM solutions to automatically capture lead details.

    By integrating the Kookoo interactive assistant with its website, a company gets the following benefits:

    • Customers browsing the company’s site can instantly contact agents through a click.
    • On-call agents can send critical details to the customer through the live chat window.
    • Visual IVR lets customers connect to agents in the right department.
    • It automatically captures customers’ details in the CRM.

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    Ozonetel Communications – Teams

    Murthy Chintipalati, Atul Sharma, Chaitanya Chokkareddy and Rajiv Bharathan are the people behind the technology of Ozonetel Communications.

    Murthy Chintipalati, Atul Sharma, Chaitanya Chokkareddy and Rajiv Bharathan
    Murthy Chintipalati, Atul Sharma, Chaitanya Chokkareddy and Rajiv Bharathan

    Murthy Chintipalati is the Founder and CEO of Ozonetel. He started Ozonetel along with his co-founders by leveraging the core strengths of his team to solve the most pressing enterprise communication challenges. Even after a decade leading Ozonetel, he ensures being available in real-time to address his clients’ needs. He has been a serial entrepreneur for 25 years and is vested in starting his own initiatives in the software, hardware, semiconductor, systems spanning networking, security, telecom, embedded systems, and applications segments.

    Atul Sharma is the Chief Technology Officer of Ozonetel. He is responsible for identifying the right technology for the platform, making it future-proof and highly scalable while keeping the overall cost affordable for the clients. He is also responsible for managing and driving the technology team for network, telecom, application, security, operations, delivery, pre-sales. He brings deep domain knowledge of self-service applications & Customer Interaction Management to bear on the solutions Ozonetel delivers.

    Chaitanya Chokkareddy is the Chief Innovation Officer of Ozonetel. He works with the latest technological breakthroughs and sees what innovative products can be built on top of them. This includes grid computing, cloud computing, cloud telephony, WebRTC, No SQL databases, and now AI. He makes sure that the right technology can be used in the Ozonetel stack at the right time. He has more than 15 years of experience working with the latest tools and loves bringing the latest research to life and applying it to this industry.

    Rajiv Bharathan is the Sr. VP of Sales at Ozonetel. He collaborates closely with clients to find the best solutions to their call center challenges. Since 1980, He has worked in sales across IT and Telecom with major companies like HCL, HP, Wipro, and Reliance Communications. He has been with Ozonetel since 2012. He is passionate about being in the thick of the action from landing new accounts to helping existing customers get more out of their platform.

    Ozonetel Communications – Vision and Mission

    Ozonetel Communications provides a cloud communication software suite as a service to their customers. The company envisions making business communication seamless, intelligent, cost-efficient and easily available. Its mission is to provide a scalable multi-channel communication platform on the cloud to enterprises & entrepreneurs on the OPEX/ transaction model, enabling them to provide value-added communication services to their customers.

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    Ozonetel Communications – How It Began?

    Murthy Chintipalati, Atul Sharma, Chaitanya Chokkareddy had come back from the US and wanted to get their hands in entrepreneurship. They recognized that when businesses were in the initial stages of setup, they’d been extremely serious about the company website but would rarely focus on setting up the right business phone system. In fact, many businesses did not even have a proper business phone system. The trio realized that it was happening because setting up a business phone system wasn’t as easy as ABC. They then decided to make the process of “setting up a business phone system” as convenient as “setting up a business website”. With that in mind, Ozonetel Communications first launched the KOOKOO cloud telephony platform followed by CloudAgent, the world’s first cloud contact center solution.

    Ozonetel Communications – Name and Logo

    Ozonetel wanted to be a layer around telephony, thus come out as the amalgamation of Ozone (layer) and Tel (telephony). The name KOOKOO was conjured in a jiffy (the team wanted a name with lots of vowels, like Yahoo!).

    Ozonetel Logo
    Ozonetel Logo

    Ozonetel Communications – Startup Launch

    Murthy Chintipalati, Atul Sharma, Chaitanya Chokkareddy launched their product at the Unplugged Conference. Their marketing strategy at the time revolved around blogging and networking at startup events. Word-of-mouth feedback from satisfied customers played a major role.

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    Ozonetel Communications – Revenue Model

    Ozonetel Communications is a SaaS company and has a “per agent/per month” revenue model.

    Ozonetel Communications – Funding

    Ozonetel has not raised any funding to date. It is a Bootstrapped Company. Bootstrapping means building a company from scratch with no outside funding. All the fundings are invested by the owner itself.

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    Ozonetel Communications – User Acquisition and Growth

    Ozonetel’s only hack has been customer happiness. Interestingly, the company does not spend anything on marketing. Most of its leads are generated through blogs and word-of-mouth publicity.

    With over 1500+ enterprise clients across 20+ verticals, Ozonetel’s KOOKOO platform supports over 50,000 live agents and has handled over 3 billion calls.

    Ozonetel Communications currently serves in India, the USA, UAE and South East Asia. Reputed brands like Food Panda, Practo, Big Basket, Uber, WeWork, Medlife, HUL, Healthcare at home, and Zomato are some of its top clientele.

    Ozonetel Communications – Startup Challenges

    The major challenge Ozonetel faced early on its journey was technical in nature. It couldn’t guarantee on-call quality with the store-bought PRI cards; it overcomes this obstacle by designing custom PRI card hardware.

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    Ozonetel Communications – Competitors

    Some of the Top Competitors of Ozonetel are:-

    • Knowlarity
    • ZipDial
    • Sytel
    • Sunoray
    • Ameyo
    • Capzest
    • BigV Telecom
    • Fonebell
    • Spark TG Info

    Ozonetel considers US-based Twilio as a source of inspiration aside from the competition. The venture tries to stay ahead in its segment through innovation. Ozonetel launched the world’s first cloud contact center product and is now bolstering its existing solutions by incorporating AI.

    Ozonetel Communications – Mergers and Acquisitions

    Ozonetel acquired Yantrasoft, a speech recognition company, in 2014.

    Ozonetel Communications – Future Plans

    Ozonetel is looking forward to disrupting the contact center industry through AI-based techniques.

    Ozonetel Communications – FAQs

    What is Ozonetel?

    Ozonetel is India’s No. 1 contact solution provider. It is a cloud-based telephony service provider that enables businesses to communicate with their clients effectively and efficiently via all the channels, i.e. chat, email, social media, call, SMS, on one platform with no capital investment. The solutions offered by Ozonetel are KooKoo CloudAgent and KooKoo Interactive Assistant.

    How does Ozonetel make money?

    Ozonetel Communications is a SaaS company and has a “per agent/per month” revenue model.

    What is cloud communication?

    Cloud communications are Internet-based voice and data communications where telecommunications applications, switching and storage are hosted by a third-party outside of the organization using them, and they are accessed over the public Internet. It is a totally fresh approach to building, deploying and scaling enterprise communication systems. Cloud communications have the potential to reduce expenses and provide higher quality services.

    How are customers finding value in Ozonetel’s products?

    Ozonetel helps contact centers go live in a day with a reliable platform that improves customer experience and agent productivity at a lower total cost.

    How does Ozonetel see the road ahead in cloud telephony technologies?

    Ozonetel is going to be about omnichannel and AI in the coming future. Customers can reach out to businesses on multiple channels like Whatsapp, email, chat, SMS, video, etc. and will expect a quick resolution.