Telecom operator Bharti Airtel on Monday entered the rapidly-growing cloud communications market with the launch of business-centric Airtel IQ. A cloud-based omni-channel communications platform, Airtel IQ aims to enable brands to deepen engagement with customers through timely and secure communication, a company statement said, terming the move as a “game changer” for the fast-evolving Indian enterprise communication segment.
The platform, now commercially available, runs on a pay-as-you-go model meaning that the costs for enterprises would depend on the consumption levels. “With just a slice of code, businesses can embed communication services such as voice, SMS, IVR (interactive voice response) in their applications and digital properties across desktop and mobile, all through a unified platform,” the statement said.
Airtel expects large call centre ecosystem, ecommerce and internet companies, startups, banks, and those into manufacturing and distribution to be early adopters of the platform, given their need for omni-channel communications. Citing an example, Airtel said, for a customer ordering food through an online platform and calling the delivery agent to find out the status of her order, the entire communication is conducted seamlessly and securely over Airtel IQ. The communication is encrypted and all mobile/telephone numbers are masked.