With all of the social networking tools we have today, it has become very important to provide the best customer service available. To remain competitive, however, businesses are looking for ways to streamline customer support and reduce costs.

Indian companies are quickly adapting to the concept of “crowd sourcing” of contact centers, which allows them to reduce response time to customers.

Businesses are increasingly using different methods of social networking, such as Facebook and Twitter, to generate higher revenues as more of them are employing home based personnel.

Contact centers are challenged by increasing pressure to upgrade their technology. They need to equip themselves for crowd sourcing with both their hardware and software.

Business heads and CTOs need to realize their contact center technology infrastructure has to be agile enough to respond to future trends. One of the biggest weapons allowing the crowd sourcing of call centers in India is customized ‘Cloud Telephony’ solutions.

A hosted telephony network provides businesses with the ability to operate with multiple telephone numbers. They can forward them to as many multiple locations as they chose or to a single telephone line.

Companies haven’t been able to scale their domestic call centers because of the lack of good broadband and internet services in smaller towns. Cloud Telephony is nearly a necessity to develop India’s potential domestic call center market.

Ozonetel’s ‘Cloud Agent’ solution brings the advantages of the distributed contact center to help businesses achieve more results with less.

Cloud Agent is an innovative approach towards providing professional unified customer interaction services built on a Telco’s PSTN/wireless Cloud.

A cloud telephony platform like this also makes it possible for businesses to mobilize their contact centers and call agents making it possible for mobile workers maximize efficiency and be effective in their jobs.