Robotics & Automation News

Market trends and business perspectives

VoIP Phone Systems: Automation in the World of Communication

Automation is often a driver of efficiency. That is certainly the case, when it comes to communication systems, such as the ones led by VoIP. It has changed the way customers are taken care of when they call in, but also how a company can adapt itself better to their needs. Here is an overview on automation inside VoIP phone systems. 

Automation helps to aim Directly Towards Real Customers Needs

The VoIP phone system can do many things that traditional ones could not do. One of them is to accumulate data on customers, every time that a call comes in or during and after outbound customer calls.

This information helps the company to direct their products and services in a more efficient form. If most people don’t react well to an argument that the sales people use in the outbound call center, it can be pushed aside to the benefit of one that hits the mark, almost every time.

It is the automation of the machine that enables such a great impact to happen, in the relationship between the sales department and the prospects of the company that are called upon.

Automation Enables Immediate Response to Incoming Calls

There was a time, not so long ago, when your call was automatically placed in line and you had to wait for an employee to free himself, in order to receive an answer to the question you wanted to ask.

Sometimes, the person that answered you, after a long period of wait, could not help you and would provide another number, which you would have to call again, only to be placed on hold, one more time.

With a VoIP phone system, customer support is immediate, as the machine will initiate a dialogue with the caller, in order to better direct his call. Or, in some cases, it will even answer his query without any human intervention.

Automation means a Better Customer Service

The best of us can happen to forget to send out an e-mail or to return a call. The VoIP phone system won’t. This is the only way you can be sure that your customer service will proceed to all the actions it needs to, in order to provide an immaculate service to everyone.

But it goes beyond simply replying to messages. The system has the capacity to analyze what is inside the incoming one, so that it can reply with the right response, every time. If an employee prefers to answer by himself to the person that write in, it will at least be offered ideas on how to respond best to each particular query.

The accumulation of information, through time, will only make the machine more efficient, as it learns the behaviour of each customer, enabling it to respond the best way to please them, but also (and mostly) to increase the sales, by directing them towards products and services that they do need.

Automation in communication is only at the beginning. Now that the 5G Wi-Fi network is here, many new possibilities will open in this field that will only increase throughout the 21st century.

Leave a Reply