SWOT Analysis of Cloud Telephony Services at Techpillar

The assignment presents a comprehensive SWOT analysis of Techpillar's Cloud Telephony service, highlighting its customer support flexibility as strengths while noting high costs and potential data theft as weaknesses. Opportunities such as wireless technology and economies of scale are discussed, alongside threats from competitors' security systems. The analysis aims to provide strategic insights into the service's market positioning.

Running head: INFRASTRUCTURE MANAGEMENT
Infrastructure Management
Name of the Student
Name of the University
Author note

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Question 1
SWOT TEMPLATE
Organization: TECHPILLAR Date:
Description of the new/current ICT service
The new ICT is open and customer driven ecosystem that is derived by the IT company Techpillar
(Button, Harrington & Belan, 2014). The information and communication technology that helps in
converging the information and communication technologies in order to offer the customers’
communication that is large scale in nature and it has storage and processing capabilities as well .
(Warren et al. 2016). The new information and communication technology is flexible and provides
agile platform in order to adopt with the changing goals of the business along with the configuration
of the applications. The new ICT is having proper agile innovation along with proper business driven
technology as well (Coskun, Ozdenizci & Ok, 2013).
The new ICT service that has been developed by Techpillar is the CLOUD TELEPHONY services.
The technology helps in moving the business from phone mode to cloud and replaces the entire need
of moving the conventional telephone system in the business (Vaishnavi & Kuechler, 2015). The
cloud telephony is growing fast and Techpillar has adopted it as well (Bloom et al., 2014). It is highly
reliable and helps in avoiding hassles (Omotayo & Melan, 2017). There are no physical servers in
cloud telephony and it includes zero server cost as well (Przybylski & Weinstein, 2013). Cloud
telephony helps in safeguarding the privacy of the customers without revealing the phone number of
their customers. It will enhance the security by proper usage of two-factor authentication (Bilal &
Jopeck, 2014).
However, few disadvantages have to be properly checked and rectified as well by Techpillar. The cost
of cloud telephony is high as the incoming calls are even charged (Coleman et al., 2015). There can be
data theft as well as other inconveniences such as dysfunctional call ID issues wherein the numbers
are not displayed at times on the telephones that causes issues for the users of cloud telephony
(Zurawski, 2014).

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Strengths Weaknesses
Proper flexibility No staffing levels
Proper and authentic support system Lack of strategic planning
Services related to web development No proper communication
Proper service to the customers Inconsistent orientation program
Dedicated staff Lack of operating procedures
Opportunities Threats
Cloud computing and telephone Inconsistencies in keeping up
Wireless Funding priorities and level
Economies of scale Hostile environment of security
Proper system integration Accelerated reality vs. Expectations
Inefficient competitors Taxation is introduced in the product
Summary and Recommendations
The demerits have to be properly rectified as to reduce the different issues in the cloud
telephony. The costs need to be reduced by the company in order to reduce the disruptions and the
data theft to provide proper integration capabilities. Proper funding level has to be ascertained in order
to provide proper support to the customers. Proper analysis is required in order to give proper details
of the call analytics, as this will help in improving the different weaknesses of the same.
Proper plans for expansion will facilitate in improving the business to scale up, as this will
enhance the system of analytics. Proper infrastructure is required in order to make the system accurate
to be used at Techpillars.

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Short term (Now)
Intuitive call flows is the short-term recommendation, as this will help in smooth flow of
communication among the customers. It is for short-term purpose, as it will easily alter with a small
click button.
Midterm (next 12 months)
Reaching the non-tech savvy is the midterm plan, as this will take some time for the company in
penetrating the areas wherein proper communication is required in order to make the customers aware
about the cloud telephony.
Long term (next 3-5 years)
Expansion plans is the long-term plan that has to be taken up by Techpillar, as this will help in
scaling up and making the customers happy. This is long-term plan as this is related to expansion and
it will take time to expand the usage of cloud telephony and make the impact of cloud telephony
larger will require some time as well.
Summary
Techpillar is the IT Company wherein the new ICT service introduced by them is
Cloud Telephony. However, there are certain disadvantages and advantages of the cloud
telephony services such as technology is improving the ancient methods from phone mode to
cloud. Techpillar has adopted the technology properly. It is reliable as well as hassle free.
There is zero server cost and helps in safeguarding privacy of customers without revealing
the phone number. It will enhance security by usage of two-factor authentication.
The cost is high as the incoming calls are even charged. There can be data theft along
with inconveniences like dysfunctional call ID issues wherein numbers are not displayed on
telephones and this causes issues for the individual customers.

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The SWOT analysis has been performed in order to understand the internal and external
opportunities and threats along with weaknesses and strengths. The strength includes proper
customer support along with flexibility in the system. The staffing levels along with lack of
strategic planning are the weaknesses of the cloud telephony. The economies of scale and it is
wireless in nature and there are less competitors in the market are the opportunities of the
system as well. Lastly, the security system has to be properly handled, as this is the threat
from the other competitors in the market.

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References
Bilal, D., & Jopeck, V. (2014). Young Girls’ Affective Responses to Access and Use of
Information and Communication Technology (ICT) in Information-Poor Societies.
In New Directions in Children’s and Adolescents’ Information Behavior
Research (pp. 107-133). Emerald Group Publishing Limited.
Bloom, N., Garicano, L., Sadun, R., & Van Reenen, J. (2014). The distinct effects of
information technology and communication technology on firm
organization. Management Science, 60(12), 2859-2885.
Button, D., Harrington, A., & Belan, I. (2014). E-learning & information communication
technology (ICT) in nursing education: A review of the literature. Nurse Education
Today, 34(10), 1311-1323.
Coleman, L. O. N., Hale, T. M., Cotten, S. R., & Gibson, P. (2015). The impact of
information and communication technology (ICT) usage on psychological well-being
among urban youth. Sociological Studies of Children and Youth, 19, 267-291.
Coskun, V., Ozdenizci, B., & Ok, K. (2013). A survey on near field communication (NFC)
technology. Wireless personal communications, 71(3), 2259-2294.
Omotayo, A. A., & Melan, M. (2017). Factors Influencing the Information and
Communication Technology (ICT) of Third Party Logistics in Malaysia. International
Journal of Supply Chain Management, 6(2), 202-208.
Przybylski, A. K., & Weinstein, N. (2013). Can you connect with me now? How the presence
of mobile communication technology influences face-to-face conversation
quality. Journal of Social and Personal Relationships, 30(3), 237-246.

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Vaishnavi, V. K., & Kuechler, W. (2015). Design science research methods and patterns:
innovating information and communication technology. Crc Press.
Warren, M., Warren, M., Lucas, R., & Lucas, R. (2016). Ethics and ICT: Why all the
fuss?. Journal of Information, Communication and Ethics in Society, 14(2), 167-169.
Zurawski, R. (Ed.). (2014). Industrial communication technology handbook. CRC Press.