14 December 2016
Every great technological innovation depends on development, and SIP trunking is no different. After a strong introduction to the marketplace, demand has grown to the point that over 2 million channels have converted to SIP. And, with Cavell Group now stating that the tipping point has been reached, another 1.5 million are due to follow by 2020. Because of that, SIP trunking is now evolving to meet increased user demand, including more features to ensure that no call need ever be missed.
Channel partners that have been part of the exciting development of SIP so far will doubtless also want to be a part of its future. This blog showcases the developments that will enable them to offer better business telephony than ever before.
Part of the new iteration of SIP that channel partners can benefit from is a raft of powerful tools that will help end-user businesses to work smarter and faster, as well as becoming better protected against downtime.
These include centralised call management, fraud management functionality to stop unexpected billing, hunt groups and the ability to nominate a colleague to field a call in the event that the primary intended recipient knows they might be away from the phone.
These features enable businesses to answer calls more efficiently and provide valuable insight to improve business efficiency. While, for channel partners, they mean more sales differentiators in a competitive market.
Any business that uses a lot of phone lines depends on data to understand peak times, manage workload balance and to see to it that no caller suffers an unnecessarily long wait time. SIP is now enabling this more than ever, with more in-depth push or pull reports that can inform strategy and personnel structure.
While this benefit looks most suited to large call centres, where there is an essential need to distribute and balance call loads effectively, it can also be important for other businesses. Call data can showcase where a business may be falling behind or failing, by identifying how many calls are missed and if any trends are driving the problem. Addressing these factors could lead to huge sales growth, simply because the right people are answering the phone at the right time.
Legacy, ISDN telephony solutions are fairly rigid in the package they can offer end users, and therefore limit the amount of options channel partners can provide. With SIP it’s different. Channel partners can develop packages specific to their customers. So, if a start-up prospect is worried about missing calls because of low staff numbers, they can benefit from named redirects or alternative employee features. Similarly, large-scale businesses can have their telecommunications systems built around hunt group, queuing and data monitoring technologies that ensure the calls keep getting answered during busy periods.
For the channel partner, this gives rise to the possibility of creating bespoke, business-by-business, systems. Which not only means more potential for differentiation in the telecommunications reselling market, but that the best and most knowledgeable resellers rise to the top. The phrase ‘never miss a call’ now means more than it ever has before.
New to voice services?
Adding voice services to your portfolio needn’t be as difficult as you think. By choosing the right partner you can benefit from:
› Easy recurring margins
› Complete ownership over your customer base
› Transparent billing, using your brand
› Upsell opportunities as new features are introduced
› Closer customer relationships
14 December 2016 | Justin Coombes
The views in this article are the personal views of the author and are not necessarily endorsed by Gamma.