VoIP Solutions for Logistics

The implementation of a VoIP system that includes mobile app capabilities offers dispatchers and drivers a direct and documented communication link between the two parties using only smartphones. Dispatchers will be able to contact any driver using the company’s phone system instead of personal mobile numbers, and all the calls will be recorded and transcribed into voicemail automatically. There are VoIP systems that include group calling via push-to-talk that allow the dispatcher to make announcements to several drivers at once.

Yes. VoIP systems that include automated outbound dialing and SMS capabilities will notify customers regarding their delivery status automatically depending on the stage it is in. Such points of the process might include leaving the facility, being loaded onto a delivery vehicle, and delivery attempts. Estimated delivery window times could be included in the notifications if you have a TMS or a tracking system. Automated notifications reduce incoming calls from customers significantly and increase their satisfaction with the service received.

There is a cloud VoIP system connecting your warehouse locations with each other using a unified system. While each location has its extensions and local numbers, they have one unified extension directory. Transferring calls between locations takes place just as easily as transferring calls between extensions within the same facility. The operations team will be able to monitor call activity in each location with the help of a centralized management dashboard, while recordings from all locations will be collected in one searchable system.

Enterprise-level VoIP systems include redundant network infrastructure on the part of multiple data centers in order to prevent any service interruptions due to failures in one of the locations. Uptime SLAs of 99.99 percent are common among providers of VoIP systems for logistics operations. For the organizations that do not have any room for service interruptions, backup connections and failover routing to mobile numbers may be considered.

Yes. The power dialer feature helps brokers make outbound calls to carriers significantly quicker compared to making calls manually. With voicemail drop functionality, brokers can record and leave the message about checking the carrier's availability and proceed to the next number right away. Calls will be automatically logged into the CRM system, allowing brokers to know which carriers were contacted and what the result of the calls was. The SMS feature from the same business number will give brokers additional means of contacting carriers, who prefer this method of communication.

With VoIP solutions, the call from the driver's personal phone is automatically routed through the company's phone line. As a result, when the driver makes a call from the mobile app to the customer, the latter sees only the company's phone number on the caller ID, and the driver's privacy remains protected.

In general, most logistics VoIP systems provide API integration with popular TMS systems such as MercuryGate, Oracle Transportation Management, SAP TM, McLeod PowerBroker, and Turvo. The capabilities of the integration can range from automatically matching customer records on incoming calls, showing the status of shipments to the customer service representatives, and logging the outcome of the phone call directly into the shipment record. If you have a TMS system that is not included in the integration list, API integration can still be considered.