CIOInsider India Magazine

Businesses today face numerous communication challenges, from fragmented systems, poor call quality, regulatory constraints, and operational in efficiencies. Traditional phone systems simply lack the flexibility needed for modern customer interactions, forcing teams to manage multiple platforms across sales, support, and collaboration functions. Downtime and disruptions can result in missed opportunities, particularly in industries where timely responses are critical. While many competitors have attempted to address these challenges, numerous service providers have disappeared from the market due to non-compliance with regulations. Throughout these industry shifts, TELECMI has distinguished itself by remaining resilient and compliant.

Chennai-based cloud telephony service provider, TELECMI tackled the core business communication challenges by developing a seamless, digital first solution that integrates sales, support, and collaboration under one platform. By developing its own technology stack, the company eliminated reliance on third-party hardware, ensuring greater flexibility and reliability. TELECMI streamlined operations by enabling businesses to make and receive calls directly within their CRM, reducing inefficiencies caused by fragmented systems.

With advanced AI-driven innovations, TELECMI is transforming customer inter actions, making communication more intuitive and accessible. Moreover, its strong focus on compliance and regulatory adherence has provided businesses with a stable, future-proof communication platform.

Below is an exclusive conversation with Murugan, Founder & CEO, TELECMI where he delves into the company’s vision, evolution, and future direction in business communication technology.

What was the inspiration behind the founding of TELECMI?
In 2016, we launched TELECMI with a mission to transform business communication using digital first, AI-powered solutions. From my time in global markets, I saw digital communication advancing quickly, yet Indian businesses were stuck with old phone systems due to strict rules from the Telecom Regulatory Authority of India (TRAI).

Sales and support teams were manually dialing numbers, logging interactions in separate systems, and operating without real-time insights, all of which

compromised efficiency and customer experience. Recognizing this gap, we set out to bridge it by seamlessly integrating traditional telephony with modern digital tools. Today, we continue pushing boundaries to make every business conversation smarter, more efficient, and future-ready.

How has TELECMI's journey been so far?
When we established TELECMI, strict and rigid regulations in India restricted direct digital calling, making internet-to-phone calls illegal. To navigate these limitations, we introduced IVR (Interactive Voice Response), virtual numbers, and our pioneering API Click-to-Call solution that enabled businesses to initiate calls directly from their CRM while maintaining regulatory compliance.

What challenges did you face, and how did you establish TELECMI as a leader?
Competition in business communi- cation is inevitable, but TELECMI distinguishes by owning its technology stack rather than relying on third party hardware. This independence allows us to build highly customized, flexible solutions that addresses real-world business challenges.

One of the major pain points for businesses, especially in high-stakes industries like real estate, is call downtime. Companies invest heavily in TV and newspaper ads featuring contact numbers, and a single service failure at a critical moment can lead to lost opportunities and lower returns. TELECMI eliminates this risk with automatic call routing across multiple data centres. If a primary data centre, say in Chennai, experiences downtime, calls are instantly rerouted through another centre in Noida or Ahmedabad, ensuring uninterrupted communication without customers ever noticing a disruption.

Regulatory compliance is another key differentiator. While many competitors shut down due to lack of a VNO license, we secured ours early. Every necessary AGR filing is completed, and full regulatory compliance is maintained, giving businesses the confidence to scale without legal uncertainties.

Beyond ensuring full compliance, TELECMI also simplifies global connectivity. While many providers require separate vendors for domestic and international calling, our integrated solution eliminates this complexity, allowing businesses to manage all their communications seamlessly within a single platform.

These efforts have not only enhanced reliability for businesses but also earned us recognition among G2’s Top 100 Best Software Companies worldwide.

How do you stay ahead of technology trends, and what’s next for TELECMI?
At TELECMI, customer-driven innovation is at the core of our technology. Every feature we develop is designed to address real business needs. For instance, when a customer requires insights into agent performance or call availability within their software, we customize the solution to seamlessly integrate these capabilities. As we continue to refine business communication, our R&D team actively explores new technology stacks, particularly in conversational AI, to enhance business communication.

This year, we are transforming the contact centre landscape with AI-driven innovation. Our vision is to build an AI-powered CX platform that goes beyond automation, one that drives sales, delivers compelling product pitches, answers complex queries, and engages customers with human-like intelligence. With a strong focus on multilingual capabilities, we are enhancing AI interactions in English, Hindi, and other Indian regional languages to create a truly inclusive experience.