The digital revolution is affecting every aspect of our lives and the interactive, ubiquitous nature of new and emerging media platforms are redefining relationships between organisations and their stakeholders. Communication, however, remains the lifeblood of any enterprise and it is essential that organisations engage with stakeholders to forge relationships in the digital age of collaborative and near synchronous interaction.
With the bombardment of new technologies and the myriad of apps available, businesses have had to re-imagine their critical engagements with consumers. One such technology is Voice over Internet Protocol (VoIP) or IP telephony which is forecasted to dominate the communications market in the future.
The bright future of VoIP is mainly due to its flexibility, scalability, multifaceted features, and the added benefit of cost reduction. VoIP continues to evolve and is increasingly adopted by organisations as an asset in their arsenal to gain a comparative and competitive advantage in a fiercely competitive global economy.
Virtual private branch exchanges (PBXs)
Traditionally, telephone numbers are associated with a single telephone line and a single number. However, with a VoIP service hosted in the Cloud, a virtual PBX phone system allows one phone number with ten lines or 20 numbers and three telephone lines depending on the needs of the organisation.
VoIP allows companies to make and receive calls from all corners of the world at relatively affordable rates. This is specifically beneficial for small to medium sized business or start-ups that need to consider the sometimes-exorbitant costs of international calls. With its divergent features cloud-based virtual telephony is also valuable in terms of improving customer services.
Convenient remote call management
Companies using a cloud-based VoIP solution to maximum advantage are ensured that no calls will go unanswered. VoIP acts at the interface between companies and current and potential customers as the best, most efficient and most informed employee. Every inbound call automatically gets routed to the best agent to respond to customers’ needs making VoIP the ideal solution to significantly improve first call resolutions and increase overall customer satisfaction.