Airtel launches cloud-based communication channel IQ

Our Bureau. New Delhi | Updated on October 26, 2020 Published on October 26, 2020

Airtel IQ enables brands to deepen engagement with customers through timely and secure communication.

Bharti Airtel (Airtel), on Monday, launched Airtel IQ, a cloud-based omnichannel communications platform to enable brands to deepen engagement with customers through timely and secure communication.

For instance, a customer ordering food through an online platform and calling the delivery agent to find out the status of his/her order. The entire communication is orchestrated seamlessly and securely over Airtel IQ, and the communication is encrypted, and all mobile/telephone numbers are masked, the company said.

The company said Airtel IQ would eliminate the need for multiple communication platforms for different channels. With just a slice of code, businesses can embed communication services such as Voice, SMS, IVR in their applications and digital properties across desktop and mobile, all through a unified platform, it said.

Ajay Chitkara, Director and Chief Executive Officer, Airtel Business, said that the new platform could translate into 30-40 per cent cost reduction for enterprises as compared to traditional models.

The company said it has the advantage of network, distribution, customer data and payments already so it can leverage all to grow this business. It expects a large call centre ecosystem, e-commerce and Internet companies, start-ups, banks and those into manufacturing and distribution to be early adopters of the platform.

Many companies such as Swiggy, Justdial, Urban Company, Havells, Dr. Lal Path Labs and Rapido have already signed up as customers for Airtel IQ during the beta phase itself, it said.

"Businesses are increasingly looking to cloud-based digital platforms to engage with consumers, and Airtel IQ is built to raise the bar when it comes to brands delighting consumers," Adarsh Nair, Chief Product Officer, Bharti Airtel, said.

Airtel IQ has been fully developed by Airtel's in-house engineering teams and highlights the company's growing digital prowess to deliver world-class solutions. Natively integrated into telco-grade infrastructure and architected by top digital talent, Airtel IQ is robust, secure, cost-efficient and intuitive, he said.

The Indian cloud communications market estimated to be worth $1 billion and is growing close to 20 per cent annually. Airtel serves over one million businesses with an integrated portfolio that includes connectivity, cloud, security and collaboration and data centre solutions.

Commenting on Airtel's latest innovation, Vivek Sunder, COO, Swiggy, said, "With Airtel IQ, we have been able to deliver seamless and highly intuitive communication between all parties across our platform in a privacy contained and simplified fashion."


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Published on October 26, 2020
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