What are your views on the active and passive technology support in the telecommunication industry?
Technological advancements have ensnarled humankind from all four corners. Be it any industry – IT, telecom, retail, etc. technological prowess has taken the centre stage in almost every field. Today, we live in a world where customers like interacting with the brands on the platform of their choice and where they can get instant replies to their queries. With this thought in mind, companies operating in the telecom sector are revamping their offerings and building platforms that can streamline the enterprise communication instantly.
The customer interactions have now become highly active owing to multiple technological innovations. AI-empowered customer experiences are being enabled across different areas, such as improving customer support and customer service interactions, troubleshooting problems and issues faced by customers, enabling returns, improving website experience, messaging and customizing offerings.
Chatbots are deployed by organizations on their websites for offering 24/7 customer service. These chatbots eliminate slow, clunky activities and provide quick, real-time responses to customer questions. This way these bots are capable of holding a humanized, two-way conversation and assist consumers with the same level of expertise which a real customer service agent could do. Hence, faster and round-the-clock conversations have become an integral aspect in the telecommunications industry.
Now the world has transitioned into cloud based solutions to connect, communicate & collaborate via audio or video platforms. Now, one can host townhalls, virtual events, broadcast live, interact on social media, use facial recognition and voice recognition, listen & learn to identify user patterns, offer personalized responses based on inputs received, detect breaches in security, and offer real-time personalization. AI too has played a significant role in the enhancement of our virtual experiences. And it would not be wrong to say that today; the virtual experience has truly been humanized with the help of technology.
There has been a lot of news around the WhatsApp policy amendments. How has this created a fear psychosis of personal information getting accessed by Big Tech Companies amongst the audience?
The recent policy changes introduced by WhatsApp have caused havoc in the communication industry. While WhatsApp was the most commonly used platform for our personal communications since the beginning, it has now started setting foot into the business space too. Amidst this, the recent policy amendments are a little cause of concern for individual users as well as the enterprises who actively rely on WhatsApp for their business communications.
Most enterprises use customer communication chat platforms including WhatsApp, Signal or Telegram to discuss, collaborate and share business information. And most of the times, the information shared by the enterprises is confidential in nature. Documents, Files, Reports, and pretty much everything under the sun is usually shared on these platforms including WhatsApp, Signal or Telegram. In today’s modern world, where information is the new currency, organizations must safeguard business secrets, data and control information dissemination across organizations.
This is where our product, TelebuPing comes to the forefront. TelebuPing is an Enterprise First Chat Platform meant to protect, safeguard, and secure enterprises’ business communication. The prominent features of TelebuPing include:
- Instant Messaging
- Broadcast (No limit on Number of Participants)
- Group Chat
- Moderation & User Controls
- Complete Visibility
- Conference via PSTN or VoIP
- End to End Encryption
- No Data Sharing with 3rd Party
- No Ads
- Screen Lock
- Chat Backups – 3rd Party AWS
- Vanishing Messages – Under development
- Screenshot Notifications
- Download Notifications & Alerts
- Administrative privileges
- Limitless file sharing
- Admin access to user analytics
- Organizational Directory-based Communication (No unwanted access of Personal Information)
While apps like WhatsApp, Telegram and Signal collect user information including purchase history, location, contact, email address and the likes; our product TelebuPing does not collect unnecessary data or requests access to any information from organizations or users. Rather, all chats, data, documents and information on TelebuPing is stored on Ping Cloud Server (3rd Party – AWS) locally. These servers are not accessible to anyone at Telebu’s end apart from the account’s business owner (Organization) by getting explicit consent from the organization.
How the three-tier framework created for regulation envisages an oversight mechanism which includes an inter-departmental committee for hearing grievances?
As per the new IT rules, several technology companies, OTT platforms, and digital news publishers will now be regulated by a three-tier regulatory body. The first tier would be self-regulation by the company itself. The second tier would be self-regulation by the self-regulated industry bodies, headed by a retired judge appointed by the government. And the third tier would be government regulation via an interdepartmental government committee appointed by the Ministry of Information and Broadcasting. Overall, what the three-tier framework does is that it gives the government the right to complain as well as the authority to enforce and regulate digital information.
I personally feel that it is definitely important to have the right regulatory architecture for technology. However, this particular regulation if misused can cause grave damage to user privacy in many cases. For instance, if the government wants to identify the originator of a social media message, a tech company will have to break the end-to-end encryption. This could put several users’ privacy at risk. The surveillance culture in the tech industry especially where companies are forced to break end-to-end encryption or other such technologies can lead to data breaches. Simply put, opening up chats and other source-based information to bureaucrats and government bodies may also become available to hackers.
The only way ahead is to build an architecture where the threshold for intervention is clearly defined keeping every stakeholder in mind.
Why do you think the Tech Oligarchs like WhatsApp, Twitter, and Facebook losing market dominance now over their policy updates and privacy concerns? How Indian apps are replacing them slowly but steadily through their perfect demonstration of technology integrated innovation?
India is one of the largest application markets globally and has been growing significantly over the years. Our current government has launched many initiatives to boost India’s entrepreneurship & startup ecosystem, like Startup India Initiative, AtmaNirbhar Bharat Initiative & Vocal for Local.
There also some other factors like socio-political standoffs, cost, data privacy & security concerns, and demand for localized support that have triggered a more extensive adoption of homegrown apps in India.
Another critical reason that homegrown apps beat their videshi counterparts is their understanding of the local markets, pain – points and problems. Take TelebuJoin, for example; we have built a Made in India Video Conferencing Platform that caters to the masses in India. We focused on adding scale, tackling connectivity & infrastructure problems, and maximizing reach and impact for small businesses.
Apps like MX Takatak, FAU-G etc, focused on adding the local flavour to capture the imagination of the masses and have been quite successful in doing so.
As reported by Apps Flyer, India’s app market constituted 38.5% of the global mobile application market, surpassing China and the US in 2020. There were approximately 7.3 billion app installations that happened in 2020. It further states that mobile consumption witnessed a surge amongst tier 2, 3, and 4 cities primarily for finance, gaming, and entertainment apps.
Seeing the stats, it would not be wrong to say that we will witness a new era of growth backed by desi tech companies in the forth coming years.
How would you define the move into the world of UCaaS, CPaaS & DaaS?
The global market is currently experiencing a wave of innovation and disruption, like none ever seen before. Right now every company is going through some form of digital transformation or another as they can no longer afford to avoid technology.
In a world where real-time communication is the standard, and poor experience is not tolerated, most companies are moving into the world of UCaaS, CPaaS & DaaS. This holds true for traditional industries as well. As a communication company, we at Telebu have witnessed this first hand. In the past year, many of our clients from a wide variety of industries including agriculture, banking, and hospitality have all contacted us for technological solutions that would help them communicate and engage better.
Overall, the seismic shift toward remote work has especially accelerated the transition of using technology to communicate and collaborate better. Many companies were already moving in this direction, but the global pandemic has definitely accelerated this trend by years.
What does 2021 look like for Voice & VoIP with the onset of 5G?
As the wait for 5G gets over, it is touted to be the next big thing for internet connectivity. The fifth-generation wireless network technology is anticipated to radically transform internet services.
This is expected to be a game-changer for the VoIP industry as users will then be able to experience improved quality of calls with the call jitters completely out of the way. Moreover, 5G will enable internet users to have fast internet browsing speeds, better network connections, and increased capacities, which are all crucial as VoIP will integrate video and other forms of communication going forward.
Using the new spectrum of 5G will boost their capability to offer quality service with fewer call drops & connectivity issues for telecom operators. With the onset of 5G, businesses will be able to host video conferencing in 4k or 8k, improve participation on calls (audio & video), work collaboratively and connect from the remotest corners of the globe, anytime.
This will save time and boost meeting productivity; data-heavy applications will load faster, with reduced or no buffering. Live streaming, demos, customer support, KYC, education, learning, consultation etc., everything will happen on video or via VoIP.
Above all, 5G will boost the quality of the network infrastructure leading to wider use of experiential and path breaking technologies, machine to machine interaction, change in data storage & management techniques, enhanced customer service, improved employee productivity and increased operations efficiency.
Impact of AI on customer experience – First Touch, Live Support, Dispute Resolutions & more?
AI endeavors to replicate human intelligence in machines. Moving forward, machines need to think and act like humans rationally. AI is being used to perform menial tasks, for essential problem-solving, learning, planning, speech recognition, and face recognition.
However, AI will enable brands to behave more like humans if employed well – and the brands that behave humanely are the ones that will thrive. Today, enterprises exist because of the experiences they can provide as that is how they can differentiate themselves from their competitors and interact with their customers. AI technology allows an exceptionally humanised experience, one which the customers trust and wish to return. Hence, AI is expected to become a vital weapon to reach out to consumers and increase their level of engagement.