July 26, 2022

How Are VoIP Solutions Used In Business?

Share this story

How Are VoIP Solutions Used In Business?

VoIP phone systems have become the standard for businesses to implement into their workspaces. Traditional on-premise systems have become outdated due to their lack of flexibility and high costs. Many businesses are aware of the lower costs associated with VoIP, which is one reason why it became so popular. However, VoIP solutions also place companies in a whole new realm of capabilities. 

VoIP solutions for the contact center

VoIP systems are versatile. Businesses use VoIP to provide an enhanced customer experience. Here are few ways they accomplish this:

IVR (Interactive-Voice Response)

Self-service options are easily accessible for busy customers through IVR. Businesses integrate IVR into their VoIP phone systems to provide customers a way to manage their accounts without needing to speak to a live agent. IVR software can be configured to take payments, track orders, obtain account information, and manage profiles. This not only enhances the customer journey, but businesses implement IVR to also reduce the impact of heavy call volume. As customers with less urgent issues get help through IVR, those with more pressing problems have faster access to a live agent. 

Auto-attendant

Auto-attendants such as virtual agents and chatbots act as receptionists for businesses. When a customer calls in, auto-attendants prompt them to select an option to route them to the right human agent. Businesses leverage auto-attendants to increase call resolution rates and reduce handle times. Agents are able to answer calls directly from the customers that need their help instead of having to transfer them to the right department. Customer satisfaction also increases since auto-attendants avoid the need for endless transfers.

VoIP systems are also highly cost-efficient. Businesses implement VoIP to reduce operating costs in different ways. 

No expensive equipment

With VoIP, the need for large, immobile servers on the premises is gone. Purchasing or leasing physical hardware for a company’s PBX can be costly.  Little-to-no upfront costs with VoIP allows businesses to save thousands. VoIP can be cloud-based, which eliminates the need for physical servers and other costly equipment. It also doesn’t require any significant installation, unlike installation for on-premise phone networks which can be time-consuming and expensive upfront. Any VoIP phone is compatible, and expansion is as simple as adding a new VoIP-enabled phone. 

Low maintenance costs

VoIP phone systems are significantly less expensive to maintain when compared to on-premise phone systems. Troubleshooting a cloud-based VoIP issue can generally be done over the phone with the provider. When a physical server is down, techs must come out on location to fix the problem. In addition, it may take time for a technician to show up. This could result in unwanted downtime for a call center. Some businesses have a dedicated IT team to maintain their internal phone networks. However, this option can be even more costly than hiring a contracted technician.  

Business intelligence

VoIP systems also allow companies to track impactful data such as average call volumes on a given day or time of day. This helps businesses know what to expect. They are prepared to properly schedule on days with low or high call volume. This efficiency saves money by avoiding over-scheduling. Contact centers are also sure to schedule enough agents on predictable busy days.This ensures that customers can quickly access agents for help.

Businesses also use VoIP solutions to improve the call center experience for agents. Workflows are simplified and allows agents to focus on delivering quality service. Agents are provided the best tools to make it much easier to find solutions. 

Scalability

Growing companies use VoIP to quickly scale as needed. This removes the pressure that  heavy call volume can bring to contact center agents. Simple scaling solutions makes hiring new agents less complicated. Expanding a VoIP phone network can be as simple as adding a new phone and headset. 

CRM integration

VoIP solutions, such as the one provided by LiveVox, seamlessly integrate agents’ CRM platforms. Agents are automatically provided customer data in each call. They can instantly see each customer’s history and information. This convenient feature makes each call a smooth experience. Instead of frantically clicking around and trying to locate a customer while on the phone, agents are better prepared with the information they need provided upfront. 

VoIP phone systems, such as the one provided by LiveVox, seamlessly integrate agents’ CRM platforms.

Call analytics

Businesses also use VoIP to improve training and coaching efforts for their agents. VoIP allows call recording and can track various statistics. Supervisors can measure agent handle times, resolutions rates, inbound/outbound calls, and more. The data that VoIP phone systems provide to businesses allows them to clearly define what the customer experience should look like. Team supervisors use this data to help agents become confident over the phone and deliver quality service. 

VoIP solutions provide numerous benefits for businesses that result in an enhanced customer journey, positive agent experience, and significant savings. It’s easy to see why companies have chosen cloud-based VoIP phone systems. Learn more about the different solutions the LiveVox cloud-based PBX system provides for contact centers here

Keep Up-To-Date on the Latest Contact Center News

Subscribe to our newsletter and stay current on all the latest technological advances in the contact center space.

About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

You May Also Like