Kaushal Bansal and Rajesh Dimania, the founders of this startup were not always into cloud telephony but discovered a problem in the sector and decided to solve it with a new venture. They called it CallerDesk.
“Before CallerDesk, we were into mobile-based advertisement solution business where we had to interact with multiple businesses and respective call-centers,” say Kaushal Bansal, Director & Co-Founder, CallerDesk.
“Eventually, we realised the issue which call-centers were facing like high infra cost, server integration, hardware involvement and standard lengthy process. That is how we decided to come up with the concept of providing call-center solution on cloud.”
CallerDesk provides solutions like IVR, toll-free number, cloud Auto Survey, cloud EPABX, call tracking & recording, automatic call distribution & call analytics for businesses.
The pandemic hurt some businesses and accelerated some others. CallerDesk belongs to the latter category as its model hugely benefitted from the Covid-19-induced work-from-home situation. CallerDesk saw customers call interaction volume increasing by 200% along with a 30% increase in client base as compared to last year.
“During the Covid-19 pandemic, the demand for remote working increased dramatically. Businesses are now more habitual with this new change. Even the Government of India came up with a new liberalisation policy for BPO Industry by removing the OSP Licence requirement and multiple other regulations. These factors are leading businesses to move to cloud call-centre solution for business communications,” says Bansal.
Sectors like healthcare, which were traditionally lagging in adopting cloud call-center solutions, accelerated their adoption during the pandemic, for instance, the tele-medicine facility.
CallerDesk currently has 300+ active clients base, out of which 100+ businesses came on-board during the pandemic; to name a few- HCL Avitas, Easy to Pitch, ICICI Lombard.
It was also during the pandemic months that the startup became an official resource partner with StartupIndia & Nasscom 10000 startups.
Bansal explains how it came through: “CallerDesk is currently incubated under the Atal Incubation Centre and was previously pre-incubated in the startup nexus initiative of the US Embassy and the government of India. With the help of both the incubation centres, the CallerDesk team approached the Startupindia portal to become a resource partner.”
“Becoming a resource partner is one of the biggest milestones for us, where we are offering free accounts for a limited time for all 4.5 lakh Startup India users,” he adds.
Mentioning what is the most popular product that businesses are looking for, Bansal says the Voice auto-Dialer function for customer support function is currently the hottest feature.
The company is bootstrapped and has not taken any external loans so far.
On what distinguishes the startup from other companies in the cloud telephony space, he says, CallerDesk is majorly focused to provide complete cloud call-centre solutions under one cloud login to businesses, whereas most of the cloud telephony companies are focusing majorly on providing standard IVR Solutions and not all other voice communication solutions under one roof.
Talking about the challenges in the cloud telephony space, Bansal says, “While moving to cloud telephony has many advantages, the education for businesses to transition from traditional on-premise call centre to cloud-based centres is a challenge.”
“This further varies from sector to sector where some sectors have been faster in adopting digitisation and cloud-based call-centre set-up while other sectors like manufacturing would take some time.”
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