VoIP Solutions for Telecom

With proper planning, the VoIP solution takes care of outage call volume from both ends at the same time. For one thing, proactively sending out notifications automatically either via call or SMS message to the customer affected by the problem lowers the number of incoming calls to the help desk. In addition, IVR messages that are played to incoming callers about the outage as well as the time it will be fixed take care of a good percentage of those calls, which do not really need to talk to a representative.

The White Label VoIP service is a way for the ISP to provide a full-featured hosted business phone service that is branded only by the ISP itself and nothing else to its commercial customers. The end user will see nothing except for the brand name of the ISP in the product. The usual features that this type of solution may include are business phone lines (local/toll-free), an auto attendant, call routing, voicemail to email, call recording, and a mobile app. The ISP takes care of customer service and billing, and the solution provides behind-the-scenes provisioning and upgrading and technical support.

In the case when the VoIP solution is linked with the telecom CRM and billing system, the agent receives a popup showing the name of the customer, existing service package, account status, opened support cases, payment history, and previous conversation notes with each incoming call. The agent knows about it even before greeting the client. It saves the client from the unpleasant situation of repeating information about his account and makes the call shorter and more efficient for the agent to be able to solve the issue.

Absolutely, and this is why the cloud version of VoIP beats the on-premise setup for a contact center hands down. It can rapidly increase its capacity for processing calls in a matter of minutes after an outage begins. Extra virtual agents, IVR queues, and callbacks can all be added on without any hardware installation or even vendor intervention. Once the outage ends and the number of calls drops back to normal, capacity automatically scales back down again, meaning that you will not be paying for excess capacity all the time.

SIP trunking involves the provision of voice calling services through an internet connection, as opposed to using phone lines. In cases where a business already has a phone system installed within its premises, the business can make use of SIP trunking to hook the phone system into the public phone network. With SIP trunking services provided by an ISP to its business clients, the ISP stands to earn more money on a monthly basis from each of those accounts, and the churn rate goes down because the customer will be dependent on two different services from the same ISP.

The VoIP mobile application enables field technicians to have full access to the business telephone network via their smartphones. Field technicians get calls on their professional telephone numbers; they can connect to any other extension within the organization using the company’s directory. It also makes it possible to transfer calls to and from the dispatching center without having to use an alternative contact number from the customer. All calls made through the application are automatically logged into the system, allowing the dispatchers to track any communications between any of the technicians and customers.

Support operations within the telecom industry need to favor solutions capable of showing real-time dashboards of queues and current levels of call volume, agent availability, and average wait time while at the same time providing historical reports on first-call resolution rates, average handling time per call type, abandonment rates, metrics pertaining to agent productivity, and advanced IVR deflection statistics. The best systems will offer the option to create tailored reports so that managers can generate the views they require to maintain performance levels in line with their internal SLAs and customer experience objectives. Further, reporting systems must be able to export data to other business intelligence-related tools and systems, which should be confirmed during the research phase.