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5 features your VoIP system needs - TEO Technologies - ContactCenterWorld.com Blog

5 features your VoIP system needs

Organizations are increasingly turning to VoIP services as employees look to improve their mobility and wired services become more expensive to implement and maintain. VoIP goes above and beyond the capabilities and benefits offered by traditional deskphones to bring company communications into the digital age. However, it can be difficult to know where to start when it comes to choosing a new solution. Let's take a look at five of the major features your VoIP system should include:

1. Priority Alert and Do Not Disturb

Employees are busy with daily tasks and may not be able to take every call that comes in. However, businesses cannot afford to ignore important partners, suppliers and customers. That's why a combination of Do Not Disturb and Priority Alert functions are important to not only getting work done but ensuring that critical calls aren't missed. SMB Nation noted that DND will allow inbound calls to go straight to voicemail, preventing employees from being distracted while working to meet an urgent deadline. On the flip side of this, Priority Alert allows staff to program specific ringtones to certain telephone numbers. This will help workers to quickly recognize when certain individuals call, preserving relationships and critical opportunities.

"Voicemail transcription enables workers to just read the voicemail in their email inbox."

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2. Voicemail transcription

Voicemail messages are an important part of telling workers what they need to know if they miss a call, but these communications can take a long time to listen and fully understand. Rather than hearing the same message over and over to try and decipher that telephone number the caller gave you, voicemail transcription puts the message into a text format. Software Advice noted that not only will this feature remove privacy risks, but it also enables workers to just read the voicemail in their email inbox. This can be done faster than sifting through messages and can improve the receiver's understanding. It will also be a lot easier to keep message records and ensure that follow ups happen quickly.

3. Full vendor support

Although vendor support isn't necessarily something you'll use and interact with on a daily basis, it's still a vital part of ensuring that your systems are operating according to expectations. Computerworld contributor Mike Smith noted that a capable VoIP provider should not only install your hosted system, but also provide training and support. It's not feasible for in-house IT teams to establish and lead training sessions, as they have their own tasks to focus on.

In addition, your vendor should provide continual support throughout your lifecycle with the system. This means that if an issue comes up, you can easily call on the vendor to troubleshoot and mitigate the problem. As communications solution uptime becomes more important to business operations, leaders must ensure that their vendors are available to provide guidance and manage the system appropriately.

4. UC integration

VoIP on its own can meet a large number of communication needs, but employees are increasingly looking for more options to connect in ways that they prefer. This means providing features that allow them to message, send files and collaborate effectively. TechAdvisory noted that integrating VoIP with UC systems will be essential for supporting conference calling and enabling more connection options. Interoperability between these systems empowers users to navigate features seamlessly and improve their productivity.

UC integration ensures that VoIP users have the necessary information and support on hand. Searchable platforms place relevant pieces of data together, allowing employees to improve their customer service capabilities and participate in company meetings. As UC advances and adds more functionality, it will be important for VoIP services to work well within these systems.

UC integration will be essential for VoIP systems.

5. Auto Attendant and call routing

Auto Attendant and find-me-follow-me features are absolutely essential to VoIP solutions and will greatly benefit business users. The VoIP Report noted that the Auto Attendant provides a tailored professional greeting for callers, along with a menu of options to choose from. Their selections will help them get to the appropriate destination to get the assistance they need from the very beginning. The ability to deliver quick, knowledgeable guidance will establish an efficient and professional reputation.

Organizations can also leverage find-me-follow-me features to ensure that the call is answered the first time. This function allows employees to create a list of alternate numbers where you can be reached before the caller is sent to voicemail. If you're out of the office, for example, it will ring at your deskphone first, and then possibly be sent to your mobile device or your home phone. Constant availability will be essential to quality customer service and revenue opportunities.

VoIP features are essential to consider when looking at solution options. These five important functions should serve as a base for your decision and will guide you to the best option for your needs. For more information on what VoIP features will benefit your organization, contact Teo Technology today.

Source: https://www.teotech.com/research/news/5-features-your-voip-system-needs/

Publish Date: July 31, 2017 5:00 AM


2020 Buyers Guide Artificial Intelligence

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
Balto Software Inc

Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.
PH: 855-GO-BALTO

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
eGain Corporation

Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.

6.) 
Eudata

Convy.AI
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.

7.) 
ExecVision

ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.

8.) 
Koopid

KoopidAI
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
(read more)
PH: 0800 999 1882

9.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

10.) 
Mediatel Data Srl

Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
PH: +40 722 744 417

11.) 
MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

12.) 
Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions

13.) 
TrendzAct

Trendzact AI On-Demand
Trendzact provides on-demand data science Insights team who will solve the AI resource dilemma. Our Insights team will apply machine learning models into your business processes and build functionality such as natural language processing and service level agreement (“SLA”) diagnostics into your CRM solution. Use AI for aftercall documenation, agent sentiment analysis, proactive agent guidance and anomaly detection with real-time alerts
PH: 3854343250

14.) 
virtualQ

virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
PH: +49 176 5683 8890

15.) 
VOZIQ

VOZIQ Predictive Customer Retention Solution
VOZIQ is the only cloud-based predictive retention solution that is powered by 10+ targeted machine learning models to enable recurring revenue businesses to predict customers who are at-risk of cancellation and prevent the cancellation by driving large-scale actions through contact center customer care, marketing and field channels.

With pre-built AI/ML models using both structured and unstructured data, risk driver libraries and multiple deployment options, VOZIQ’s solution significantly cuts time-to-value in industries such as home security and automation, pest control, home warranty, deregulated/retail energy providers, telecom, and insurance.
PH: +1 (888) 427-2328
 



View more from TEO Technologies

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