What To Look For When Buying VoIP Services For Your Contact Center

VOiP Service; Telecommunication Contact Center; Contact Center Telephony

A VoIP (Voice over Internet Protocol) phone system is an Internet-based phone system that allows businesses and contact centers to make voice calls.

Unlike traditional phone systems, VoIP phones do not necessitate the purchase of additional phone equipment. They enable the user to contact any landline, mobile, or even another computer using an Internet-connected laptop, desktop, tablet, or cell phone. In this article, we will discuss the question of how to select a high-quality VoIP system for your contact center remains. And what features should it have?

What are the advantages of a VoIP solution for your contact center?

VOiP Services; Contact Center TelephonyYou need dependable telephone access to run an effective contact center. While most work is now performed on networked computers, businesses still require phones for day-to-day communication.

Historically, telephone networks were prohibitively expensive and complex to change. However, Voice over Internet Protocol, or VoIP, enables telephone technology to be used via broadband Internet connections. Hosted VoIP systems, in particular, have several advantages over earlier systems. The following are the primary benefits and avantage of hosted VoIP phone systems for contact centers telecommunications:

Improved flexibility and mobility

With a VoIP system, you can answer calls from anywhere! Therefore, there is no reason to utilize a fixed workplace phone. However, if you choose, it is feasible. Calls may be forwarded to your own mobile or landline phone, and you can even receive or make calls using a desktop or laptop computer. This allows for flexibility in remote or home-based employment.

During the COVID-19 epidemic, the usage of VoIP technology avoided a widespread work stoppage. While many contact centers were forced to close, businesses that used VoIP technology could readily accommodate remote teams.

High-quality voice communications

The coding and decoding of digital data is at the heart of voice over internet protocol (VOIP) technology. This type of telephone setup ensures that calls are made in crystal clear sound quality.

From a technical point of view, everybody has had an inaudible phone call on a piece of consumer software at some time in their lives. In this situation, the algorithm of the VoIP system automatically sets the system on the most optimal network.

Integrated Omnichannel Contact Center technology

VoIP can coordinate your entire organization by linking to other cloud-based technologies such as Cloud Contact Center Solution (CCaaS) in an omnichannel customer interaction environment.

The primary advantage of synchronized communication over asynchronous communication is the ability to communicate in real-time and other benefits include instant response and explanation. However, a broader range of communication platforms necessitates consistency on the part of merchants. In addition, when engaging with online companies across various digital devices and platforms, consumers want personalized and consistent experiences.

For contact centers looking to identify their clients’ preferred means of communication and obtain the industry’s lowest Telco prices, discover why our Cloud Contact Center Solution NobelBiz Omni+, is the ideal contact center solution for your business:

  • Enabling your agents to communicate with consumers via their chosen channels of communication (phone, webchat, email, SMS, and social media).
  • From the initial interaction, you can anticipate your clients’ needs and deliver an exceptional customer experience.

Creating a personalized customer experience

In 2022, creating a seamless and integrated consumer experience has emerged as the pinnacle of communication. When customers connect with your company in various ways, it’s vital to create a cohesive and customized experience.

VoIP provides for interaction with CRM and other applications and faster responses to client inquiries for retention purposes. In addition, data is freely available to agents across the platform, allowing issues to be handled much faster than if multiple individual customer service requests had to be filled out.

There’s a big difference between customer service and customer experience! And right now, how you treat your customers is becoming far more essential than the products or services you provide them with. Listen to Christa Heibel Founder & CEO of CH Consulting, explain why this is the case based on her personal experience! Learn more about our First Contact Podcast Series!

Optimized workflow

Implementing VoIP systems increases team workflow as well. Some tasks that previously needed numerous steps can now be done with a single click. As a result, teams can work smarter and quicker when using VoIP technology. Efficiency and productivity are also considerably increased since contact center agents can instantly access information via the connected CRM system.

Among the advantages to your contact center agent workflow are:

• The use of predictive calls to decrease and manage the average handling times (AHT);

• The capacity for supervisors to listen in on calls;

• Call recording to ensure that critical points are not forgotten;

• The option to put callers on hold temporarily.

Your agent’s processes may also improve as a result of the changes. This occurs when they are no longer needed to remain near a fixed desk phone.

Better scalability

Contact centers can benefit from VoIP’s greater scalability as well. Having an actual phone line and number is a barrier to your company’s growth. You don’t need expensive equipment or a dedicated line when you grow, and you’re not limited to a specific location.

With this technology, you may employ agents and supervisors from several locations, open branches abroad, and hire extra personnel during call peak periods.

Encryption security for phone calls

Phone system security should be a major priority for contact centers. Fraudulent phone calls are one of the most prevalent ways for social engineers to gain and misuse sensitive company information. VoIP technology’s innovative IP properties, such as call encryption and identity management processes, can help prevent these types of vulnerabilities in traditional phone systems.

The higher Internet speeds, increased productivity, and monthly telecom bill savings have made it particularly popular among call centers. When you question your present phone system or need to pick one, you must evaluate your provider’s security, infrastructure, and true cost.

The main features you should have in your contact center telephony system

North America is expected to dominate the VoIP business with a 40% market share, followed by Europe and Asia Pacific with 18% and 20% market shares, respectively. VoIP is extremely popular in North America since it is an extremely cost-effective method of making phone calls. Indeed, switching to VoIP may save an average firm up to 60% on monthly phone expenditures.

Small and big contact centers rely heavily on telephone communication. Maintaining a stable connection to both the internal and external telephone network may be made much easier with the correct phone system. VoIP phone systems offer a wide range of features to contact centers, including the following:

Predictive dialer

Predictive dialers are particularly developed to boost the efficiency of contact center teams. This useful feature enables automated calls and callbacks without the need for agents to dial numbers manually. Furthermore, filtering out redundancies, answering machines, faxes, erroneous numbers, and no replies reduces idle time between calls. Find out more about from our article on how Predictive Dialers work for Contact Centers.

Queue Management

Through VoIP, users may execute a broad range of tasks, including queue management, call transfer, call screening, call intervention, teleconferencing, auto-attendant, music on hold, voicemail, and other functions.

Call Routing

Call routing is one of the primary functions of a VoIP phone system is to route calls according to various characteristics. Incoming calls from the VoIP phone can be routed based on the caller’s location, business hours, and the skills necessary to resolve the issue, among other factors.

Virtual Phone Numbers for call centers

A VoIP phone system enables contact centers to acquire all forms of virtual phone numbers, both domestic and international. Due to the fact that VoIP is an Internet-based technology, it enables you to pick from a range of local, international, and toll-free phone numbers for mobile, landline, and virtual phone systems.

Interactive Voice Response (IVR)

IVR or interactive Voice servers are ideal for contact centers since they are able to manage and support a large volume of calls. Telephone banking, airline schedule information, and fundraising are examples of IVR uses.

IVR lowers operating expenses, enhances the customer experience, and, most importantly, resolves issues more rapidly, since customers are promptly routed to the sales team or department most equipped to deliver the information they want.

Unified Communications

Unified communications enabled by VoIP technology increase the efficiency of your contact center agent workforce. In other words, this functionality enables agents and customers to interact more readily with one another and with the company’s platforms and mobile work apps.

 

 

Avoid micromanagement. Give agents decision-making authority and confidence. At least, that is how Daryl Gonos, CEO and Founder of CommunityWFM, believes performance and function will be driven. This is the key to responding to contemporary consumer and agent expectations.

What are the criteria of a good VOiP Telephony provider?

VOiP Functions; Telephony, Telecommunications; Contact Center

Deploying a VoIP telephone service may significantly positively impact your contact centers.

As VoIP lowers communication expenses, it also increases your teams efficiency, productivity, and mobility. However, it is critical to choose a VoIP service that can accommodate your demands in order to reap the full benefits of this technology.

Consider the following factors while selecting your future VoIP provider:

Cost efficiency

Not every contact center has the same requirements. A major firm may demand a carrier that enables seamless communication between offices, stores, or divisions, as well as low-cost international calls, but a small business would likely require only basic telephone functions.

When conducting your research, it is critical that you select a VoIP service that can tailor a package to your specific demands and budget. Including features that you do not require will incur additional costs. To ensure you get the best bargain possible, as a leader you should to compare deals from many providers before making a final decision.

Advanced features, tailored to your business

As is the case with many other businesses, contact center IP telephony provides both basic and sophisticated functions regardless of the price paid. Access to these features is often priced separately or is included as part of a more expensive membership. It is critical, then, to verify that the features you want for your campaigns ( inbound, outbound or blended ) are readily available with your provider.

Enhancements and scalability

It’s challenging to forecast the capacity and features your contact center will require in the future. You may need to recruit additional agents or establish new locations. That is why, in addition to a scalable switchboard, it is essential to inquire about the scalability of your VoIP provider’s services in the event of increasing business, demands and the associated expenses to your operations.

Customer support

A VoIP system failure can have catastrophic financial consequences on your busines. Lost productivity, lost business chances, and a tarnished reputation are also consequences. That is why it is vital that your VoIP service is capable of providing you with dependable lines, failover capability, and minimal downtime in the case of an outage. Additionally, ensure that your supplier offers 24-hour technical support to ensure that you receive assistance if you experience issues with your VoIP lines.

Anticipating client demands may be tricky, especially for contact center leaders; after all, you cannot read minds. However, you may go under the surface and attempt to ascertain the customer’s true motivations. Colin Shaw, CEO and creator of Beyond Philosophy, provides an excellent illustration of this. Tune in and learn more.

NobelBiz Voice Carrier Network: The only telecommunications solution designed for call centers

NobelBiz has over 20 years of expertise in providing comprehensive and tailored solutions for contact centers all around the world. Regardless of size, industry, or activity, our telecommunication services and cloud contact center solution can fulfill the demands of all sorts of contact centers (Inbound, Outbound, or Mixed).

NobelBiz is not your typical telecoms provider; rather, it was created with the primary aim of supporting contact centers all around the world. Every technological component has been tuned for the contact center industry, including usability, compliance price, and more. As we serve some of the industry’s major contact centers and business in terms of service quality, coverage, and pricing.

Our voice carrier network is one of the most modern solutions on the market, with worldwide coverage and built-in redundant servers that provide 99.99%. A network that is also:

  • Designed specifically for the call center sector needs.
  • The market’s most sophisticated telecom network.
  • A single carrier rather than a reseller.
  • A one-of-a-kind, dependable infrastructure with many redundancies.
  • In terms of cost per minute, this is the most competitive telecom provider.

NobelBiz provides one of the most comprehensive sets of intelligent solutions, particularly intended to boost contact rates and productivity, reduce the effects of tagging and call blocking, and assure full compliance.

  • Smart Routing (SMRT®): Use rationing, timetables, priority, or overflow to route calls to PSTN numbers or SIP destinations.
  • Auto Attendant (SMRT®): Create IVR features by creating custom scripts utilizing a simple drag-and-drop interface.
  • Number Provisioning (SMRT®): On-demand access to toll-free and local numbers. Existing numbers from other carriers should be reprogrammed.
  • Local Number Broadcasting (LocalTouch®): Compliantly broadcast local numbers to increase pickup rates, with callback options available.
  • Compliance Filters (Shield®): Create compliance rules by using time zone, frequency, and other filters to prohibit calls at the operator level.
  • Web-based management (SMRT®): Order and manage numbers, create and manage trunk groups, and manage user accounts.

Do you require a professional and fast assessment of your Contact Center’s telecommunications requirements? Now is the time to schedule a consultation with one of our professionals who will assist you with:

  • Obtaining an unbiased evaluation of your business
  • Identifying bottlenecks and problems in your technology and operations
  • Getting a full compliance assistance
  • Receiving practical guidance on your contact center performance issues.
  • Creating a preliminary high-level action plan for your business

Abdelmounim Benharouga has always had a strong passion for writing and digital marketing.  He started as a Digital Content Writer part of marketing department then moved to being Customer Success Manager for the African Region within the Nobelbiz team.

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