The Rise of Cloud Communication Platforms: How Indian SMEs Are Ditching Traditional Call Centres

A quiet revolution is reshaping the way small businesses in India communicate—one that doesn’t involve massive infrastructure or costly overhauls. Instead, it’s powered by something as simple and transformative as a phone call moving to the cloud.

India’s small and medium enterprises (SMEs) have always been a vital force in the economy. According to the Department of Scientific and Industrial Research, the SME sector generates close to ₹816,000 crore in production value and contributes to nearly 40% of the country’s total industrial output and exports. With over 8,000 different products in their portfolio—from basic goods to cutting-edge technology—these businesses serve both local and global markets. Yet, despite this impact, many SMEs have historically struggled to keep up with advancements in business communication, relying on outdated systems that no longer meet the demands of a modern, digital-first ...