Empowering customers with self-service telephony

The SIP trunking market is continuing to grow at pace. With many customers now well and truly familiar with the cost benefits of the technology, channel sellers must focus on its alternative advantages in order to stand out from the ever-expanding crowd.

For resellers, providing additional overlying services gives added value to SIP Trunking and offers greater margin opportunity, for example combining SIP with inbound call control. It provides all the features and benefits of SIP Trunks together with feature rich, centralised call control, allowing you to position yourself as a SIP provider of choice. Whereas other resellers are simply pushing SIP in a race to the bottom on price, overlaying addition services allows you to build on your superior product value and deliver improved customer satisfaction. Here’s how…

Better call estate management

Your customers know that KPIs form the bedrock of all well-informed business decisions. Naturally, telephony should be a part of this. By adding call management functionality to SIP Trunking, everything can be measured. From call patterns to call behaviour, time to answer and caller detailer – this information can all be plotted, compared and fed back into improving the performance of the telephony estate.

Customers can also use this data to gain insight into their operational planning. By knowing when calls are coming in, they can ensure they have the right number of staff on hand and enough telephony capacity to cope.

 

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No more missed opportunities

With a call management system, email alerts can be sent out in the event of a missed call. This ensures your customers are always notified of any unanswered calls, and can be ideal for sales focussed businesses who are heavily dependent on inbound calls as leads.

Missed calls can also provide insight into how current systems are performing. Whether it’s due to a lack of staff, or constantly engaged lines, these figures can help paint a picture of potential missed business opportunities and help present a case for increased resource or operational change.

Improved customer service

The concept of ‘normal’ working hours is now a thing of the past. Today, the internet allows people round-the-clock access to businesses, and instant and available customer service is the expected follow-up. Of course, this isn’t always feasible, especially for smaller businesses.

However, with the right telephony, businesses can still create a positive customer experience even if there are no staff on hand to answer the phones. Call routing can be scheduled in advance to match business hours, while customised voicemail can prompt users to leave details about a suitable time to call back.

Business continuity

Phone outages come from a variety of sources. Whether it’s due to vandalism, adverse weather or a natural disaster, these external forces are often beyond anyone’s control. However, a business continuity plan can help. Call management systems allow for inbound calls to be redirected when necessary. By instantly invoking or restoring the last active call plan, businesses have a failsafe that immediately maintains business continuity in the event of an office evacuation.

A SIP trunk call management system enables your customers to fully realise the benefits of SIP technology. This self-service capability means they can control and manage their telephony estate to better suit their needs, and gives you the freedom to focus on building your customer base.

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18 October 2016 | Justin Coombes

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