IP telephony is an important element of business digitalization. High-quality and reliable communication via the Internet, analytics services, artificial intelligence, virtual voice assistants and chatbots optimize and simplify business communications. Read more about how and where IP telephony is used for business in our article.
Business telephony based on
IP technologies provides the same capabilities as regular telephone communication: receiving and making calls, distributing them ivory coast phone number list among employees, transferring and intercepting calls, forwarding, voice mail, etc. However, these are far from all its capabilities. What else can virtual IP telephony do?
Contents of the article
- IP telephony for business: new communication opportunities
- Telephony for business: industry solutions
- Call centers
- Online stores
- Medical centers
- Real estate agencies
- Logistics companies
- Business telephony from Telfin
IP telephony for business
The standard package of IP telephony connection services includes a virtual PBX ( PBX ) and a telephone number . Basic telephony settings for business include voice greetings and IVR, call scripts and queues, extension numbers, black/white list, caller ID, statistics, call recording and storage, connection to a conversation, etc.
Additional functionality for business communication:
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Conference calls. Companies use conference calls to conduct business negotiations with 2 or more subscribers at the same time. This is the optimal solution for communicating with clients from other cities and countries around the world, as well as conducting webinars and training employees without unnecessary costs. Audio conferences and virtual meeting rooms are effective if visual contact with the subscriber is not requir. You can connect to the call from any phone (even without an Internet connection).
Video conferencing (VKS) allows you to see all participants in an online call, conduct surveys, hold discussions in chats, and broadcast video of participants. Remote employee training, advertising webinars, and conferences are often held in this format. Recently, VKS has often been used by real estate agencies for remote viewing of properties. A mortgage specialist, lawyer, etc. can be immediately connect to the same session.
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Integration with different systems. Business telephony works in conjunction with any solutions: ERP, CMS, end-to-end business analytics services, online learning platforms, etc. Integration of IP telephony with CRM is a must have for modern business. Companies connect ready-made integrations or use API to independently combine telephony with the necessary business application.
In addition, organizations integrate telephony with
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Corporate messengers, allowing clients to communicate in a format convenient for them. For example, you can receive calls via Telegram. This is an analogue of the 8800 number. You can call hotline numbers or a 24-hour call center anywhere there is Internet, from any city in the Russian Federation and the world. In this case, calls are not charg either for clients or for the company.
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Service quality assessment. To assess customer loyalty and satisfaction, companies connect speech analytics, call assessment, monitoring, etc. These solutions allow analyzing customer requests based on important company indicators. For example, the quality control department can “take” an analytical cut of the quality of telephone service in any department.
These solutions can also be use to monitor the work of employees: whether they comply with sales scripts and telephone service standards, how long they talk to clients and in what tone, what words they use, whether they offer additional services or not. For example, the claims department uses analytical data to resolve disputes with clients and promptly respond to their dissatisfaction.
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Voice robots. The simplest example of a virtual voice assistant is an autoinformer. It promptly calls clients and gives them important information, for example, invites them to events, confirms a visit to a doctor, reports the status of an online order. Banks use autoinformers to remind clients about debts, the nee to top up an account, or update personal data.
Personal voice assistants are powered by artificial intelligence. They use different scripts depending on customer requests, take data from corporate knowledge bases and CRM systems, speak different languages, etc. A voice bot easily analyzes the subscriber’s speech and asks him clarifying questions. Companies often use them to stay in touch with customers around the clock.
It is important to note that these services are additional and solve specializ communication tasks. To select the required set of services, determine the key business tasks of the company, the volume of incoming and outgoing calls, as well as the number of your employees and their employment format.
Connect telephony for business
Telephony for business: industry solutions
More and more often, companies are connecting industry-specific communication solutions that help solve several key tasks specific to a given area of activity at the same time. Telfin offers ready-made IP telephony service portfolios for travel agencies, medical centers, insurance companies, etc. Here are some of the most popular solutions:
Call centers
The communication platform for multifunctional call centers is built on the basis of a virtual telephone number in the federal code 8800 or the city where the company itself is located. Additionally, integration with CRM and knowledge base is available.
Virtual IP telephony allows you to make and receive calls, process incoming requests by phone and via Telegram. It is possible to set up SMS mailings. It is also easy to connect trigger notifications to confirm orders.
In addition to operators, virtual voice assistants also handle customer requests in call centers, and they do this around the clock. Bots answer frequently aske questions, accept and process orders, conduct customer surveys, and collect feedback.
Online stores
Experience shows that many online stores operate without an office, so IP telephony for business is the optimal solution. Virtual phone numbers are not tied to the address and location of employees. Calls can be process from any city in the Russian Federation and the world.
Thanks to such functions as call forwarding, voicemail, and various scenarios, customer requests are process in minutes in 24/7 mode. At the same time, all calls are automatically sent to the corporate CRM in the customer card.
Business telephony and CRM are not the only tools for working with customers. Online stores also use messengers for communication: Telegram and WhatsApp. Moreover, all communication channels are integrated with each other, dialogues with customers are conducted continuously within a single window.
Medical centers
IP telephony provides multi-channel telephone communication for business. Regardless of the number of incoming calls at the same time, the medical center’s phone number is always free. In addition, you can order a call back from the site so that the administrator can call the patient back and make an appointment.
As a rule, medical centers connect a single virtual phone number for a quarter of a century has passed therefore all offices and branches of the company. This is convenient if the client is seen by different doctors in different branches. You can call the company, and the system will automatically transfer you to the necessary department or a specific doctor.
Voice robots have become full-fledged assistants in medical institutions. They themselves make appointments for patients at any time, remind them of a schedul meeting, and reschedule doctor visits. If necessary, the bot can even call an ambulance.
Video conferencing services are also widely popular among medical institutions. Doctors increasingly conduct remote consultations to prescribe or change a patient’s treatment plan based on the results of examinations, extend or close an electronic sick leave.
Connect telephony for business
Real estate agencies
To increase employee mobility, real estate agencies connect corporate mobile communications with PBX functions together with a virtual PBX. In this case, statistics are kept on all calls, telephone conversations are record. This way, companies control the work of their agents outside the office.
For communication, agencies usually connect a single multi-channel phone number, and for remote work, realtors use corporate mobile numbers. Each such employee number is connected to a virtual PBX. In this case, calls between colleagues are not charged.
Business telephony also allows you not to lose customers. When integrating PBX and CRM, calls are immediately transferred to personal managers. And even if the call was missed, the system records it and automatically calls the subscriber back.
Logistics companies
Telephony for business in the field of logistics and delivery is also of great importance. In particular, with the help of a virtual PBX, companies organize round-the-clock acceptance of applications, work with personal managers directly, bypassing the secretary and IVR.
Corporate mobile communications for business and FMC service are also includ in the industry package of connecting IP telephony services for logistics companies. Thanks to these solutions, organizations maintain contact with colleagues on the road even where there is no Internet.
Integration of kcrj a virtual PBX with CRM allows transport companies to maintain a single history of orders and requests. All calls are recorded in the PBX and duplicated in the CRM, information about each stage of cargo delivery, documentation, etc. is also stored here.
We have described 5 industry service packages for organizing business telephony. Each solution is custom and is compiled individually depending on the technical task and capabilities of your business. Industry communication services are connected from scratch, so they can be flexibly integrated into the current infrastructure of your company.
Business telephony from Telfin
Standard service package: more than 100 functions of the virtual PBX “Telphin.Office”. Numbers of 75 cities of the Russian Federation and 65 countries of the world are available for connection.
Connection within 1 business day. Remote configuration of services in accordance with the company’s requests.
Integration with any business solutions, including CRM systems, HelpDesk, knowledge bases, etc.
Minimum investment at the start. No special equipment is required. You can call from a PC or laptop using a softphone.
The reliability of the Telphin.Office communication platform is 99.9%. The solution is in the register of domestic software.