[slider-list]

The title may seem both defiant and mysterious! It raises a lot of questions about what and how.

Indeed, with this pandemic wave of the Coronavirus or even in its absence, remote work is experiencing a significant boom today. This is explained by the fact that companies are focusing more on digital channels and their important role in maintaining and propelling all business types.

Therefore, maintaining business while staying at home requires the use of telecommuting. Let’s take a closer look at what it is and what notions it will generate?

Commonly, and in certain regulatory texts, teleworking is any form of work organization, according to which work, the execution of which is normally carried out on the employer’s premises is carried out by an employee outside these premises voluntarily by deploying information and communication technologies. Consequently, teleworking highlights any form of remote work, which is obviously carried out via an Internet connection.

In addition, the implementation of such a work strategy requires a set of essential factors and fertile ground, which is supposed to boost the employee’s productivity as well as the firm in general. The factors are generally distinguished in two large families: those with technical vocation, and those with managerial vocation. In the following, we will draw up a list of the main pillars for the telecommuting solution implementation.

These tools provide the ability to monitor the progress of one or more projects, assigning tasks to other team members by identifying precisely what needs to be done. This is a rigorous means which allows the characterization of the tasks to be done during a day of remote work. Among these tools, we cite Trello, Asana, Droptask, and Azendoo.

Like a conductor, the company owner or the team leader always has the concern of keeping his collaborators informed of exchanges, possible meetings, and videoconferences. To ensure better organization, Google Calendar is presented as an essential telecommuting tool. Thus, the agenda can be shared with all collaborators to guarantee better visibility on the achievement level according to the work to be done. In the same context, there are several other tools for organizing slots and meetings, for example, we cite Assistant.to, Calendly, and Foot.

Accessing the same documents remotely within a single company requires document management tools and techniques, commonly via cloud solutions. For example, Google Drive or Dropbox are powerful telecommuting tools that allow access for all documents remotely in real-time.

In this context of telecommuting, collaborating means sharing a resource or working simultaneously, as a team, on a document. The giant Google offers free access to Google Docs, Google Sheets and even Google Slides. Thus, all the employees concerned have access to the documents present on the cloud support (Google Drive) in our case and can edit them in real-time.

telecommuting requires a variety of communication tools. Email software like Outlook or Thunderbird is widely adopted due to the ease of installation and synchronization. In addition, and on the second line, Skype, WebEx, or Omnijoin or any other solution deploying the VoIP videoconferencing technology are distinguished by their capacity for exchange. These tools are very flexible to support remote work while strengthening collaborative work. Also, we made integration with MS Teams, which gives you the possibility of easy calls right from the app.

In this case, there are solutions that ensure files sending/receiving. It is also possible to give the file a personalized note. These platforms support all formats but it is advisable to compress the files to save transfer time. Generally, these are complementary solutions to traditional messaging, we cite, WeTransfer, Hightail or TransferNow platforms.

Telecommuting is a remote working solution. Thus, it relies heavily on new information and communication technologies. The implementation of such a solution in a company requires a qualified hardware/software infrastructure as well as qualified personnel. Staff should be introduced to this kind of activity, especially in terms of handling new technologies. At this level, the tools are diverse, we mention, team and document management tools, communication (videoconferencing) and collaborative tools which are essential for effective remote teamwork. The infrastructures and personal efforts must be crowned by managerial skills that serve to channel and optimize the activities of all the stakeholders in the same company.

Discover more:
In the digital age, businesses can exploit advanced technologies to adapt to prevailing situations. Currently,
COVID-19, the novel coronavirus of 2019, is affecting nearly every country and almost every industry.
The coronavirus pandemic has led to offices being closed and most of the world’s workforce

In the digital age, businesses can exploit advanced technologies to adapt to prevailing situations. Currently, countries across the world are imposing total lockdown, forcing over a billion people to quarantine in their homes in an attempt to curb Coronavirus (COVID-19) from spreading. Even though this strategy can effectively reduce the spread of the virus, it has exposed businesses to the possibility of incurring immense losses. With the lockdown, businesses are not making money, but they not only have to service recurring expenses like rent for premises but also continue to pay salaries to employees who are quarantining in their homes. You can adopt technologies that offer seamless connections to enable quarantined employees to work remotely for their paychecks from home while allowing you to manage remote workers effectively. 

Technologies to Convert Quarantined Employees into Remote Call Center Staff

Although the lockdown has forced your staff to quarantine at home, you can partner with reliable companies like VoiceSpin to exploit technologies like Voice over Internet Protocol (VoIP), Speech Analyzer, and AI Dialer and convert quarantined employees to remote call center staff. 

 

How to use VoIP, Speech Analyzer, and AI Dialer to Control Remote Call Center Staff

With VoIP service, your employees can take home their office IP phone number, allowing them to continue working while in quarantine. To ensure that your staff work as a team from home, you can connect all members of your staff working from home to the office using office VoIP switchboard. Using VoIP technology, you can exploit the high-speed connectivity and massive data transfer offered by broadband internet to connect your customers with staff working from home. As your customers call in, you can use your office VoIP switchboard to manage and distribute large amounts of incoming to your staff. On the other end, your staff will implement their office IP phone number in PCs, phone adapters, and so on, allowing them to use the office phone number just like they were in the office. 

To keep control and enhance the productivity of all employees working from home as remote call center staff, you will have to use both Speech Analyzer and AI Dialer. You can use Speech Analyzer to analyze customers’ responses as they communicate with your staff to rate the importance of each call and direct warm leads to sales agents autonomously. It increases the odds of making a sale by matching warm leads with the most suitable sales agent to convince the customer to purchase the product or service they were inquiring about. With Speech Analyzer, you can gather a very large number of warm leads that have to be tracked down as quickly as possible before they go cold. This is where the AI dialer comes in handy.

Implementing an AI dialer in your VoIP call center system allows your salespeople working remotely from home to get to the customer before their needs are serviced by a competitor or the desire to purchase your product or service wanes off with time. Using AI technology, you can increase the productivity of employees working from home by automating the process of predicting and placing calls. AI dialer can assess the volume, frequency, and average duration of calls against the number of open lines and salespeople available to create a calling queue. The order in which the calls are made is based on the rating of each call by Speech Analyzer, which increases the chance of making a sale by placing the hottest leads at the top of the call queue for your salespeople to convert.

With VoIP, Speech Analyzer, and AI Dialer from a trusted service provider like VoiceSpin, you can turn around the unprofitable lockdown situation by converting quarantined employees in remote call center staff. By maintaining some sense of normalcy in operations, your business can reduce the losses and hopefully survive the virus. Your business can also benefit offered by having remote call center staff, such as flexibility in scheduling that can be exploited to provide 24/7 support to your customers.

Discover more:
The title may seem both defiant and mysterious! It raises a lot of questions about
COVID-19, the novel coronavirus of 2019, is affecting nearly every country and almost every industry.
The coronavirus pandemic has led to offices being closed and most of the world’s workforce

COVID-19, the novel coronavirus of 2019, is affecting nearly every country and almost every industry. Whether your company has most employees working at home, or every employee doing remote work, you need to know how to manage your staff during the quarantine.

Motivation

Quarantine is challenging for every person stuck at home and working remotely. No one is immune to the stress of isolation and social distancing, which means you might start noticing that your staff is losing motivation and meeting goals slower than usual. You can begin to combat their anxieties, stress, and lack of motivation today by checking in with each team member daily. Make sure that you thank them for their continued efforts under these trying times. You can use a text messenger like Slack or a video conference like Zoom to contact each employee daily and make them feel appreciated.

When issues arise between you and a staff member, or between two employees, make sure the people involved have the chance to air their grievances over a video conference instead of a text messenger. Text messages lack context, tone of voice, and nonverbal communication. Your employees might become confused, frustrated, or angered by a text message. Try to use a video conference to communicate all the important information.

Remote work is necessary right now, but it is also incredibly isolating. No one knows for sure when COVID-19 will peak and start waning, allowing your staff to go back to the office. Make sure you check in with your team to learn how they’re doing with their workload and their stress. Remind your employees that despite how it seems right now, this is a temporary situation. Let everyone know that it’s OK and recommended to take regular breaks to get food, go for a quick walk, and focus on something other than COVID-19 for a few minutes.

Your team members also need comfortable workspaces. Have your staff set up ergonomic work areas? They also need to stand up and stretch for one or two minutes once an hour. You don’t want anyone spending their workday hunched over their kitchen table.

Access to Company Systems

Your team has very little access to equipment, technology, and company systems that they didn’t bring home with them when quarantine started. With less access than they’re used to, your staff might struggle to meet their daily and weekly goals. Whenever possible, supplement their access with other programs or technologies. Any item or guidance you can provide remotely can help ease your staff’s burdens and overall stress levels.

You must adapt to the new situation early, especially if someone is missing an essential item. Find new ways to connect your employees with what they need to be successful during the quarantine. By the way, we offer a great integration possibility with MS Teams and Salesforce, so no need to use a lot of tools separately, now you can make calls right from the familiar interface of the management tool you are using.

Control and Oversight

It might be tempting to micromanage your staff, but it is never recommended. You’ll drive yourself and your team crazy by trying to manage everyone’s work while you’re remote. Instead of focusing on what your employees are or aren’t doing every minute of the day, set clear goals and guidelines at the start of every week and make sure each team member’s tasks and deadlines are communicated daily.

Make sure your feedback loop is intact and healthy. During quarantine, a constant feedback loop is your best way to stay in touch with what is working and what is not. Your staff might be more hesitant than average to give you the feedback you need, so they need to understand you are open to any information. Ask what more you can do to help and whether they know their objectives. When you provide feedback, be quick and concise and only deliver feedback over a video conference, never a text messenger. Verbal feedback is more powerful and doesn’t leave wiggle room for interpretation.

Communication and Collaboration

You should layout your management game plan early on and then shift your attention to how you’ll stay connected with your team while everyone is working from home. Work on implementing a daily morning meeting with the entire team or individual sessions throughout the day to make sure everyone is on the same page. You don’t always need a video conference unless you’re communicating important information. A text messenger can effectively transmit everyone’s’ tasks for the day.

Set up a chat channel if you have software like Slack. Slack can connect your entire team and make it easier to ask questions and get quick answers. A chat channel also allows you to put out the main objectives for the day and get immediate feedback. 

Some employees are more open when they can see each other’s faces. If this is the case for your staff, consider opening a day-long video chat channel. Team members can pop in and out of the channel during the day and get the information they need quickly. They can also inform the team on problems they encountered and receive ideas on fixing them.

Discover more:
The title may seem both defiant and mysterious! It raises a lot of questions about
In the digital age, businesses can exploit advanced technologies to adapt to prevailing situations. Currently,
The coronavirus pandemic has led to offices being closed and most of the world’s workforce

The coronavirus pandemic has led to offices being closed and most of the world’s workforce being asked to work remotely from home. Are you prepared? Probably not. The pandemic arrived right before our very eyes, and the adjustments the world’s population has had to make have become unprecedented. Offices began to close; buildings became inaccessible and people are confined to their homes. Immediately, people are now adjusting to working remotely. This begs the question, are you ready to work from home?

Whilst some actually prefer to work from home, something that increased as a choice since 2005, you can be forgiven to not have the necessary tools available to become accustomed to working from home and being comfortable with it. One of the concerns of those working from home is motivation to getting things done. In other words, being productive.

It is proven that if you have the appropriate tools at home as you would in the office, productivity will increase. To realize employees’ full potential, employees are increasingly looking to become more flexible in the way they work. To do this, let’s read on some of the most efficient remote working tools we have picked out to make your remote-working experience productive.

Seven Productive Remote Working Tools

 

 

Slack is a collaborative real-time messaging tool to exchange messages with people all over the world. It is a perfect tool for remote workers as it offers open line communication. It is also great for file sharing, voice, and video calling and communicates with different channels. Collaborative communication is key to operational success and no matter where you are, slack is on your side to keep track of your team.

 

 

A comprehensive cloud file sharing tool, Google Drive has everything you’d need for remote working. It has file storage capabilities, chat service, uploading and editing documents and share project folders. With a  rich collaboration of tools, it is a great service to tick off all remote working responsibilities.

Microsoft Teams is quite similar to Slack but is also a great tool to host web and video conferences with live video. It is an Office 365 program that offers open line communication, whilst accessing various communication and document channels. With third-party integration, Teams also allows for the incorporation of SharePoint, Power BI, OneNote, and other scalable programs to continue to grow your business from home. And now, we offer great integration with all of our products for free.

Trello is perfect for managing project management operations. It is authentic in managing exactly what you’re working on, so you don’t have to make as much effort. Create your project plan to track the progress of operations, drag and drop priorities, add notes to leave for your team members and assign tasks. The best thing is you can keep track of progress from anywhere.  It is a brilliant tool to keep your project in the line of succession.

WPForms is one of the more reputable WordPress plugins’ that is an effective marketing tool that allows you to manage your team of employees through a hiring program. Gather the information you need to expand your team instead of going through a recruitment or hiring department in your company. Perform your due diligence yourself to hire the best candidates. 

Monday is a new phenomenon that helps you effectively manage your project and your team through a variety of different concepts. In particular, your whole team can collaboratively track project progress with insight into work capacities, taking ownerships of tasks in real-time and even manage risk through the creation of contingency plans. Monday.com is a dynamic way to manage your project remotely in real-time with collaborative communication from absolutely anywhere.

If you’re a project manager and struggle to keep track of tasks being completed across a variety of platforms. Toggl is here to save the day. Toggl is a time tracking app that provides insight on the progress of work, quality of work and manages time taken for assigned tasks. It’s designed to increase productivity by making sure work is finished on time. The app can also be used to track hours worked and how much workers can be billed for. Build your team of workers and get the best out of your investment.

Working remotely helps give you time back, particularly if you spend the morning and evening traveling hours upon hours to get to your office. Working remotely helps to prepare in the morning, take your time and get stuck into your daily activities. The software tools listed are all catered to promote collaboration, communication and productivity in-home working so that you can continue to complete tasks efficiently and on time. Productivity may be so high you could even consider avoiding going to the office altogether. Remote working is increasing in popularity with ready-made tools available to guide you through your working day.

Discover more:
The title may seem both defiant and mysterious! It raises a lot of questions about
In the digital age, businesses can exploit advanced technologies to adapt to prevailing situations. Currently,
COVID-19, the novel coronavirus of 2019, is affecting nearly every country and almost every industry.

Although a VoIP IVR system was originally used for inbound calls, it’s now possible to implement this technology in an outbound call center.  Keep reading to learn six different ways it can be employed. 

Lead Qualification

Qualifying leads is necessary if you want your sales agents to focus on pursuing the most promising prospects.  Otherwise, your agents will risk wasting their time on leads who aren’t likely to convert.

But lead qualification can be time-consuming.  Wouldn’t it be nice if technology could take over this task so that your outbound call center agents could be more productive? 

An IVR dialer makes this possible.  Here’s how it works:

Quick Identity Verification

When customers are attempting certain actions that require identity verification, an outbound IVR dialer can make this process more efficient by automatically calling the customer.

Once the customer picks up the automated phone call, he or she provides the information required for identification.  This allows the customer to complete the desired action without having to speak with an agent, leading to an increase in customer satisfaction and retention. 

Customers will be impressed by how easy it is to work with your system, which will keep them loyal to your company.  And your call center agents will be free from dealing with basic customer assistance, which enables them to work on more complex tasks.

Automated Follow Up with Leads

It’s not uncommon for a lead to show an interest in your brand but then never take additional steps.  A VoIP IVR dialer can automatically follow up with those leads. 

An IVR system has the ability to send promotional messages that entice prospects to purchase your company’s products or services.  It can also send reminders to complete any unfinished actions, such as creating an account.

Promote Special Offers

A VoIP IVR dialer can also be used to keep in touch with current customers.  Let them know about special deals with automated calls, emails, and instant messaging. 

This will help customers remember how much they love your brand and make them excited about the amazing deals your company has to offer. 

Give Friendly Reminders

Never let a customer forget about making timely payments, renewing subscriptions, updating account information, or attending appointments.  Instead, rely on outbound IVR to politely remind them.

Using IVR technology to prompt customers to complete administrative tasks gives those customers the opportunity to use that technology for the purpose of completing those duties.   This makes it much easier for customers to respond to your requests. 

Get Feedback

Getting feedback is vital if you want to improve call center performance and increase customer satisfaction.  An outbound IVR system can help you acquire valuable information that enables you to reach this goal. 

Customers receive automated calls that ask for their feedback on their experiences with your company.  You can then use this helpful insight to improve your call center. 

Best of all, none of your call center agents will have to devote any time to get this feedback, since the system does it automatically. 

Using a VoIP IRV system in an outbound call center offers many great benefits you don’t want to miss out on.  Once you implement this technology, you will notice a big difference in how efficient and productive your call center is.

Discover more:
The title may seem both defiant and mysterious! It raises a lot of questions about
In the digital age, businesses can exploit advanced technologies to adapt to prevailing situations. Currently,
COVID-19, the novel coronavirus of 2019, is affecting nearly every country and almost every industry.

SIP trunking offers a method of delivering your customers a form of unified communications through routing voice and video calls, as well as instant messages over the Internet. This allows you to offer your customers a simpler form of communication with your business. Through SIP trunking, your customers can reach exactly who they need without navigating their way through a complex automatic attendant.

What is SIP Trunk and Routing?

A Session Internet Protocol, or SIP, is a protocol for communications used for controlling any form of the communication session. Just about every form of instant messages or video and voice calls available over the internet use some form of SIP to manage those sessions. SIP trunking uses these same protocols to allow businesses a method of offering communications over the internet for their customers. This makes it easier for your customers to receive fast responses from your organization no matter what their needs are.

It works in a similar way to a normal landline, except instead of routing calls to a Public Switched Telephone Network, SIP trunking routes call over the data network. This is accomplished by enabling the endpoint Private Branch Exchange phone system to send and receive calls over the internet. Through this activation, the SIP can control multiple voices, video, and messaging applications in real-time.

This entire process is a form of voice over Internet Protocol, or VoIP, technology. An Internet telephony service provider, or ITSP, can offer you SIP trunking capabilities to make your facility a unified communications facility. Most providers offer voice, video, and other media applications such as desktop sharing, web conferencing, or shared online whiteboards. This simplifies both internal and external communications for your entire organization.

How Can You Use SIP Trunk and Routing to Improve Your Business?

SIP trunking is more than just the latest trend in VoIP technology. It provides real business value by making communications easier to manage and more often than not allows for significant cost savings compared to traditional telephony services.

Through routing all of your communications over the internet, data on the calls your organization receives becomes much easier to manage. This allows you to pull insights into how your marketing campaigns work based on the number of sales call requests you receive. You can further define these data points based on location and demographics to further help understand what drove a specific campaign to success. This lets you create clear guidelines for future marketing campaigns.

Most SIP trunking solutions also come with a range of features to help optimize your organizational workflow. For example, through a simplified desktop sharing application offered through SIP trunking, you can easily explain new offerings to customers by showing them it directly on your computer. Or, you could use this technology as part of your training for new hires to get them up to speed and producing faster. On top of these features, SIP trunking also offers a more robust, reliable, and agile solution over traditional telephony services.

You can also likely save money through transitioning to a SIP trunking telephony system instead of a traditional telephony system. SIP trunking offers cost-effective solutions because it does not require all of the physical wiring and bulky equipment required with traditional telephony systems. By removing the need for bulky telephony equipment, you not only save money through the equipment itself, but you also save through a reduction in power usage. A SIP trunking solution also makes scaling your telephony system much easier as your organizational demands grow. So, as your organization grows, your telephony system can grow with it.

Discover more:
The title may seem both defiant and mysterious! It raises a lot of questions about
In the digital age, businesses can exploit advanced technologies to adapt to prevailing situations. Currently,
COVID-19, the novel coronavirus of 2019, is affecting nearly every country and almost every industry.

In today’s highly competitive business environment, your customer’s experience often makes the difference between you making a sale or your competitor making a sale. Providing your customer’s VIP experience they desire requires your telephone service provides you with the service you need. This prevents downtime when your customers can’t call and choppy voice calls that cause customers to change providers.

Why You Need to Provide Your Customer’s a Great Experience

Nowadays, almost every industry has become global driving up the competition. This requires you to provide your customers with a competitive advantage your competitors cannot compete with. One of the simplest ways to compete with overseas sellers involves providing your customers with a great experience every time they communicate with your business.

Providing a great customer experience gives your customers a reason to purchase from you instead of your competitors. Even if your prices are higher, most people prioritize customer experience over everything else. In fact, according to a study conducted by Oracle 86% of buyers will pay more for the same product if they provide a better customer experience. The way customers prioritize experience over everything else only seems to be growing too. This goes to show if you invest in your customer experience not only will you grow your customer satisfaction, you’ll actually attract more buyers.

How Does Your Telephony Service Tie Into Providing a Better Customer Experience?

Whenever your customers contact your business they expect an almost immediate response. This requires your telephony system provides you with fast, reliable connections so you never miss a request. The last thing you want to do is drop a call that could lead to a new sale only for them to call your competitor as soon as they lose connection. A reliable telephony service can become an integral part of the value you provide to your customers.

Another aspect of your customer experience that your telephony service can provide you is your call routing capabilities. Everyone’s experienced an endless call routing menu leading to frustrated customers before they even talk to the appropriate party. Or worse, your call routing could end up in a dropped call from your customer pressing the wrong button. By integrating a smart, efficient call routing system you can allow your customers immediate access to the departments they need to talk to. This gives your customers peace of mind that whenever something goes wrong they can get immediate help without wasting time finding the right person to talk to.

Using SIP Trunking as Part of Your Customer Experience

SIP trunking allows you to receive calls from the internet. This gives your customers additional flexibility in the way they communicate with your business. By giving your customers the power to choose how they contact your company, your customer service team will be greeted with happy customers instead of frustrating ones.

With the ability to receive calls from the internet, you can set up a full directory on your website so your customers can directly contact the departments they need. This gives them immediate access to whoever they need to talk to. If they need tech support, they can go directly to the tech support line. Or, they can contact the sales representative assigned to them directly from your site instead of finding the right department than from that department finding the specific person. The more control you can give your customers over how they communicate with your business, the better. This could become the competitive edge you’ve been looking for to provide your customers with a seamless experience throughout all contact points.

Discover more:
The title may seem both defiant and mysterious! It raises a lot of questions about
In the digital age, businesses can exploit advanced technologies to adapt to prevailing situations. Currently,
COVID-19, the novel coronavirus of 2019, is affecting nearly every country and almost every industry.

Generally, Inbound and outbound call centers refer to the type of calls they primarily handle. They almost always have some amount of overlap, but generally, inbound call centers handle inbound calls while outbound call centers handle outbound calls. This difference between them affects the way their agents are trained and the expertise their agents require. Deciding which type of call center you need is a crucial step to finding the right call center for you that will provide you with the most value.

Inbound Call Centers

When your customers or prospects call into your business, they’re considered an inbound call. These types of calls are what inbound call centers specialize in. They mostly revolve around providing customer service and support or answering questions prospects have before they purchase. All inbound calls fall into three distinct categories; customer service, technical support, or inbound sales.

Customer service calls generally require a limited technical understanding of your product. They aim at simply making the customer happy and satisfying the need for why they called. This type of call deals with:

Technical support calls require the agent handling the call fully understand the product or service you offer. However, these types of calls require more than just technical knowledge, they also require a high level of patience as the customer call is likely already frustrated. Managing technical support calls remains one of the most important functions of an inbound call center as it keeps your customers happy.

Finally, inbound call centers also handle inbound sales. More often than not, inbound sales only require a slight nudge to secure the sale. This leads the agents to put less of a focus on sales tactics and more focus on building a rapport with the client while answering any questions they might have. By going about inbound sales in a less pushy manner, they create trust between the prospect and your business.

Outbound Call Centers

The primary function of outbound call centers revolves around sales, which causes some to refer to outbound call centers as sales centers. These are the agents making cold calls and following up on warm leads day in and day out. They also reach out to existing customers to offer additional services your company offers that they may need.

Cold calls require the agents to be trained on the selling points of your product as well as a wide range of other sales tactics. This creates the first touchpoint between your business and a potential customer. How well they perform during this first call makes a huge difference in the likelihood of a prospect turning into a paying customer.

Warm leads already inquired about your service or were already contacted through a cold call and requested a follow-up call. This touchpoint is where most of your sales happen. The prospect usually only needs more information about how your product can help them before pulling the trigger. Some businesses also give their agents the opportunity to offer warm leads a one-time discount in order to secure the sale.

Discover more:
The title may seem both defiant and mysterious! It raises a lot of questions about
In the digital age, businesses can exploit advanced technologies to adapt to prevailing situations. Currently,
COVID-19, the novel coronavirus of 2019, is affecting nearly every country and almost every industry.

If you have been thinking about using VoIP products for your business, what better time would there be to start using new products than at the beginning of the new year?  We have listed the top used products of 2019 to help you figure out which options are right for your business. 

Speech Analyzer Software

A speech analyzer software allows you to evaluate how well agents are doing in their phone conversations with customers and leads.  The software records and stores data that can be mined for further analysis.

Reviewing this data will enable you to:

The end result of all that is more sales, making it easy to understand why speech analyzer software is one of the top used products of 2019. 

Interactive Voice Response (IVR) 

IVR allows call centers to offer automated customer support.  This technology has the ability to determine the purpose of the call and will then either resolve the issue itself or direct the caller to the appropriate agent. This system is beneficial for your customers and your team. 

Benefits for Customers

With IVR technology, customers can get their issues resolved automatically.  This automated process eliminates the need for customers to wait on hold until a human is available to take the call. 

Customers love this because it takes less time for the system to automatically serve them than it typically does to reach a human agent.

But even when customers do need to speak with a human, it’s easy to get to the right person. Based on the information obtained from the caller, IVR technology routes the call to the agent who can best handle the particular situation.

Plus, the caller probably won’t have to wait as long to speak with someone since many issues that would normally take up an agent’s time are being dealt with automatically.

Benefits for Your Team

When the most common issues are automatically fixed, agents have more time to spend on other, more complex customer requests and complaints.  This maximizes productivity and contributes to an agent’s satisfaction with work.

Because it makes the entire calling process more efficient for everyone involved, it’s no wonder that IVR has made the list of the top used products of 2019.

AI Dialer

Thanks to machine learning and algorithms, call center agents don’t have to dial numbers anymore.  Instead, they can rely on an AI dialer system.

This tool dials multiple numbers at once. How many depends on:

An AI dialer evaluates the responses to the calls in order to accurately score and direct leads to available agents. 

This frees agents from:

An AI dialer system also keeps the agents accountable.  They don’t have a choice regarding which calls to pick up.  Instead, they must simply take whatever comes their way.

Although using an AI dialer may not offer the personal touch that a power dialer does (another tool that will be described below), this tool is incredibly valuable because it allows large organizations to make a high number of calls. 

And the more calls that are made, the more that gets accomplished.  This is why an AI dialer is one of the top used products of 2019.

Power Dialer

This type of dial system waits until a call is over before dialing another number.  It is different from an AI dialer in that agents must still wait while the phone rings and leave a voicemail if no one picks up. 

Each power dialer software provides a unique set of features.  Some of these features may include:

Although not as efficient as an AI Dialer, this system is more personal because it allows agents to gain a more comprehensive understanding of the leads and customers they communicate with.

So, which of the top used products of 2019 are you most interested in?  Which one do you think offers the most benefits for your company? If you choose to include one of these products in your operations, it may help your company become even more successful in the new year.

Discover more:
The title may seem both defiant and mysterious! It raises a lot of questions about
In the digital age, businesses can exploit advanced technologies to adapt to prevailing situations. Currently,
COVID-19, the novel coronavirus of 2019, is affecting nearly every country and almost every industry.

Choosing a telephony system that fits your business’ needs and provides reliable services is overlooked too often. This can lead to frustrations within your sales team, downtime in your systems, and a lack of key functionality to help your team achieve peak performance. However, when your telephony system matches your individual needs it acts as a key asset to your business growth. To ensure your needs are met, look for a telephony system that provides:

Lead Distribution

A lead distribution software within your telephony system automates the process of delivering leads to your sales people. This allows your sales team to contact potential leads immediately after they become intrigued by your offerings. It routes leads to an appropriate salesperson based on factors of your choosing. These factors allow you to send leads to the salesperson who can help and relate to them best. For example, if your lead is a middle aged man running a small business and has children, you can point this lead to one of your salespeople who has a small business background and also has children. This allows your sales team to quickly build rapport with all of your leads without causing delays in contacting them.

Fast Compliance Checking

Anyone who generates leads through cold calls understands the importance of complying with all State and Federal do-not-call lists. Failure to comply with these regulations can result in fines upwards of $40,000 and the risk of annoying potential customers. This is where fast compliance checking integrated into your telephony system comes in. It automatically checks the numbers you intend to call against all do-not-call lists and looks for any potential exemptions. This allows your sales team to continue making calls without being bogged down in the tedious work of ensuring compliance.

Reporting and Dashboards for the Cost of Calls

To help you manage your costs, any worthwhile telephony system provides you with real-time reports for your costs. An easy to use dashboard gives you insights into the real costs of your telephony system and track the progress of your sales team. This gives you a simple way to determine the costs and benefits of various features offered by your telephony system. It also helps keep track of your sales team ensuring they are meeting their goals for sales and number of calls.

Availability of Numbers and Countries

As the global marketplace continues to include more markets, a telephony system that works for a wide variety of countries has become increasingly important. Having access to the countries of your choosing with your telephony system will reduce the costs of international calls and allow your business to go global. Availability of multiple numbers within a single system allows your customers to reach the department they need immediately. You can assign specific numbers to your departments so your customers can call them directly.

Reporting and Processing of SPAM Numbers

The last thing you want to waste your employees’ time is SPAM calls. A robust system that reports and processes SPAM numbers prevents this waste of time throughout your company. It automatically detects SPAM callers preventing the call from going through then reports the number so they are unable to make any future calls to your organization.

Excellent Customer Support and Service

When you have any issues with your telephony system, you need immediate support to minimize the impact of whatever issue you may be experiencing. A robust customer support and service system with your telephony provider enables you to contact them immediately and resolve the issue at hand. Any amount of downtime in your telephony system is unacceptable making customer support one of the most important aspects of choosing a telephony system.

Discover more:
The title may seem both defiant and mysterious! It raises a lot of questions about
In the digital age, businesses can exploit advanced technologies to adapt to prevailing situations. Currently,
COVID-19, the novel coronavirus of 2019, is affecting nearly every country and almost every industry.