With the inception of Digital India and Make in India, the face of Indian business has completely evolved. With these initiatives, businesses have started understanding the importance of a better infrastructure and connectivity to reach the mass audience. SMEs in India have shown a growing interest in toll free numbers. They seek to be positioned like brands and a toll free number does that for them. A MyOperator toll free number comes with an IVR which helps them route calls to the right agents and maintaining a callers’ database at the same time. ITNewsBuzz has recently got a chance to have an interaction with Ankit Jain, CEO, MyOperator. Here are excerpts…
MyOperator’s Journey in India
MyOperator’s journey started with a mission to bring voice communication to rural India. Over the time, the company realized the need of a communication tool in the SME industry and gradually it shifted its mission towards building a product to the enterprises & small medium enterprise.
With this idea, the company has been able to have 100% YOY CAGR growth & 120% volume growth. With continuous effort it has build the trust among the customers and today, it serves more than 3000 clients.
USP of MyOperator
MyOperator provides a gamut of features to SMBs. Our software is a simple tool which can be set up within 30 seconds without any hassle. Its support system is available 24*7 to resolve the issue. At the same time, its upturn server ratio is 99.99%. Whereas, the competitors have solution for enterprise sector & also they are more of a platform than a product.
The offering which MyOperator provides to SMEs and SMBs are below:
It projects your company as big and professional which in turn helps improve your brand value and recognition. It also extends the reach of your business 24*7 and routes calls to the right departments for a faster point resolution.
It doesn’t require any hardware or software installation. This thereby helps save installation and additional infrastructural costs required while scaling up. Also, it allows you to work anywhere and anytime.
All your phone calls, be it the ones you made, received or missed are tracked. This not only helps you upgrade your customer experience but also ensures that not a single prospect is ever lost.
It helps in training your employees wherein they learn and understand real customer cases. It further helps improve business’ efficiency by giving an overall picture of how the organization is functioning both internally and externally.
It helps in retargeting those customers who showed interest in your website or product previously. Facebook and SMS remarketing are the ways that MyOperator offers to help you reconnect with your callers and serve repeat purchase.
The simplicity of the product is the key differentiator for MyOperator from its competitors.
Factors fueling the growth of call management system in India
There are numerous factors which have led the growth of call management system in India market:
Multi-language support to the business- India is a diversified economy. Business needs freedom from geographical barriers and language support is one big thing. Cloud telephony helps boost usage irrespective of language and geographical constraints. One can reach out to any of the people in any language of one’s choice.
Usage for Government and Institutional Need
It is imperative for a common man to reach out the government for various issues. It is difficult for a single person to solve different queries over a defined time. This is one sector which is highly unorganized. Government is one sector which wants to reach out to the mass audience in the streamlines process.
Requirement of conventional business
There is always a scope of growth. This saying goes well for the family and conventional businesses also. Conventional businesses have an expertise of skills and business acumen but lacks technology knowledge. India is at a nascent stage of being a Smart City. It is a need of an hour for conventional business to move ahead grows their customer base with cloud telephony.
India has seen startup industry grow over the past 5 years. The major attribute in the growth of startups is the availability of better internet infrastructure and technology. This has been possible with the help of cloud telephony. It has helped startups to reach to a wider audience in different languages and breaking the constraint of location.
Technology for political parties, NGOs
Technologies like cloud telephony and mobile applications are acting as a supporting mechanism to empower citizens. A call management system helps banks as well as e-wallet companies to handle huge call traffic. At the same time, customer helpline toll-free numbers increase their accessibility for the consumers.
There are various use cases like an OTP SMS for any online transaction, online order confirmation call, reminders for EMI and credit card payment, missed calls to know your bank balance, all of these products driven by cloud telephony have become so common these days.
Governance sector is extensively using cloud telephony. ‘Mann Ki Baat’, which was aimed at reaching out to the major Indian population through toll-free number, cloud telephony made it effortless for people to connect with the Prime Minister and share their ideas and problems irrespective of the lingual and geographical differences.
One of the most interesting things that cloud telephony brings on the table is the most innovative and efficient technique called crowdsource call center. It is a call center which enables the members or volunteers of an organization to connect with the masses irrespective of their geographical location with a centralized number.
Cloud telephony helps in providing disaster management helpline number as well. During Chennai floods in 2015, many NGOs and self-help-groups came forward to help people.
MyOperator realized a lot of NGOs were missing out on calls using just their mobile numbers to connect with people. A lot of people were victims of connection congestions due to the large volume of call traffic experienced at one point in time. Even publishing multiple numbers makes it difficult to connect for help as there might be very few members to receive calls.
Hence, MyOperator thought to increase the chances to stay available using cloud-based MyOperator helpline numbers to NGOs and self-help-groups for free.Cloud telephony is providing an easy and effective communication channel to smoothen this shift.
Tech advancements in telecommunication in near future
- Voice Bots will be ruling the business
In today’s time, communication technology usage is far beyond transistors and landline phones. With the onset of mobile phones, people started relying on SMS for textual conversations. But now, with the wide acceptability of mobile phones and internet, it is possible to interact with bots and send messages in the form of audio and video. Initially, it was restricted only to specific users but now it is fostering into the common man lives as well. Google Duplex and similar technologies will play an important role in shaping
In the coming years, we will see that voice bots will start becoming common for businesses but would be limited mainly for high volume operational processes. They are going to be the future of cloud telephony, thereby helping businesses reduces human efforts in all aspects.
The need for analytics – Data will be the key
It is very important to understand the effectiveness of a marketing campaign. Are we on the right track or do we need to change the strategy? Is marketing working for us or not? These are some of the many questions that every company wants to know. With the digitization picking pace, consumer related data is becoming increasingly important. It helps us to measure the ROI of marketing campaigns and also the business growth.
Act as a SaaS tool
Cloud telephony services are easily scalable and are simple to integrate with other SaaS tools. The costs and efforts associated with upgrades are lower than the traditional model which usually forces the user to buy an upgrade package and install it, or pay for specialized services to get the environment upgraded. Therefore, cloud telephony will be considered as the most important SaaS tool for any business in India.
Target verticals for MyOperator in India and overseas
Sharing his views on Target verticals for MyOperator in India and overseas, Ankit Jain, CEO, MyOperator says, “We are not targeting any specific vertical either in India or overseas. MyOperator is a sector agnostic product, and cater to various industries such as e-commerce, education, hospitality, NGOs, real estate, tour and travel, healthcare, BPOs, etc. E-commerce and hospitality sectors have upgraded their customer service with the help of IVR. Toll-free numbers have made NGOs more accessible to the people in need. Call recordings are being used to monitor performance of agents in BPOs and train new agents. Tour and travel sector has ensured 24*7 availability to serve customers from different countries.”
MyOperator is not limited to particular sectors or business operations. Besides ensuring efficient call management, MyOperator also provides services like call masking, bulk SMS, call tracking, etc. Different sectors are using MyOperator in different ways to fulfill their business requirements.
Ankit Jain further adds, “We have seen huge surge in demand for a call management system in India. The biggest challenge, however, still remains to be the awareness among Indian business. Most businesses do not know that the solution to their business problems is a call management system. A lot of them do not know about the existence of such tech solutions. This scenario has changed a lot after the Digital India push from the government.”
MyOperator 5 years down the line in India
2018 is the year of expansion for MyOperator. It has expanded geographically and ventured into international market and started operation in the U.S market followed by UK. Currently, it is having over 200 clients in the international market.
MyOperator aims to be the go to choice for everything that a business phone system needs. The company has built a platform which has gained momentum in the past few years. It caters to all kinds of businesses by helping them manage their business calls in the most economical and efficient way. Now, MyOperator is aiming to capture 20000 businesses within current fiscal. In the next 5 years, it want it is planning to be the market leaders across the globe.