In today’s fast-paced digital landscape, staying ahead of the curve means leveraging the best tools and partners available. We at Towner are thrilled to announce that our partner, Intermedia, has achieved a significant milestone, solidifying their position as a leader in delivering top-notch customer experiences. With their latest Microsoft Certification, Intermedia continues to prove why they are an industry frontrunner, and we, as their premier partner, are excited to bring these unparalleled solutions to you.
What Being A Microsoft Teams Certified Partner Means for Your Business
As Intermedia’s premier partner, Towner now offers you the best-in-class solutions that are Microsoft Teams Certified. This certification is not just a badge; it’s a testament to the rigorous standards and exceptional capabilities that Intermedia brings to the table. Here’s why this matters:
Seamless Integration:
Microsoft Teams Certification ensures that the solutions we provide integrate flawlessly with Microsoft Teams, enhancing your business communication and collaboration.
Reliability:
Certified solutions provide you with robust, reliable, and secure tools, all tested and verified by Microsoft.
Enhanced Customer Experience:
Intermedia’s certified solutions streamline your customer interactions, making them more efficient and ensuring better satisfaction and loyalty.
The Power of Partnership
Partnering with Intermedia allows Towner to offer you a comprehensive suite of solutions that are both innovative and trustworthy. Our collaboration means you benefit from:
Cutting-edge Technology:
Access to the latest advancements in customer experience management.
Expert Support:
Our teams are trained and equipped to support your business needs, ensuring you get the most out of your technology investments.
Scalability:
As your business grows, our solutions can scale with you, providing the flexibility needed in today’s dynamic market.
Why Choose Towner?
At Towner, we pride ourselves on being more than just a service provider. We are your partners in success. Here’s what sets us apart:
Industry Expertise:
With years of experience and deep industry knowledge, we understand the unique challenges businesses face today.
Customer-Centric Approach:
Your success is our priority. We work closely with you to tailor solutions that meet your specific needs.
Proven Track Record:
Our partnership with Intermedia and Microsoft Teams Certification speaks volumes about our commitment to excellence.
In a world where customer experience can make or break a business, having the right tools and partners is crucial. With Towner and Intermedia by your side, you’re not just getting certified solutions; you’re getting a team dedicated to your success.
Ready to take your business to the next level with Microsoft Teams Certified solutions? Contact us today and discover how Towner can help you deliver exceptional customer experiences
Customer service automation is an excellent tool to simplify processes and free up your team to concentrate on customer interactions. In fact, Gartner forecasts that by 2025, 85% of companies will ramp up their use of automation.
If you haven’t yet integrated automation in your contact center and communication strategies, you might be missing out. A key component of this automation is automated call routing.
Why might this technology outperform human operators in delivering personalized customer service? Let’s explore how automated routing functions and why it’s essential for your business.
Key Points:
An automated call routing system ensures calls are directed to the right agents in your contact center.
It operates on preset rules to assess, queue, and assign calls effectively.
Today’s contact center technology allows effortless setup and customization of your call routing system.
Implementing automatizations leads to more satisfied customers, reduced call abandonment, and a boost in team productivity.
Understanding Automated Call Routing: What It Is and How It Works
How Does Automated Call Routing Work?
The process of automated call routing involves three key stages:
Call Qualifying First, your system has to determine your callers’ reasons for contacting you. The automated call routing service can do this with an interactive voice response system. With IVR, callers select an option from a menu using either their keypad or a vocal response. Additionally, you can also qualify calls with information from the caller ID, your customer relationship management software, and which business number the person called. For example, a call from a certain area code might indicate a caller is more likely to speak a specific language.
Call Queuing Once the call’s purpose is clear, the system places the caller in a relevant queue. They remain on hold until an agent from the appropriate department is available to take the call.
Call Distributing Automated call routing does more than direct calls to the right department. Using the information gathered in the qualifying phase, the system uses predefined rules to transfer the call to the agent best equipped to handle the caller’s needs.
What Types of ACR Rules Can You Implement?
The rules you establish dictate which agents receive calls, enabling you to deliver superior customer service.
Round-Robin Routing This method distributes calls evenly among your agents. Automated call routing software cycles through a list of agents, assigning each one a caller in sequence before starting the cycle anew.
Uniform Routing Similar to round-robin, uniform routing aims to balance the workload fairly. However, it directs calls to the agent who has been idle the longest or who has the least amount of talk time, helping to prevent team burnout.
Time-Based Routing This approach routes calls to agents in the same or a nearby time zone as the caller. Ideal for businesses serving national or international markets, it ensures that callers interact with agents who are likely awake and available.</p>
Skills-Based Routing Enhance your first-contact resolution rates with skills-based routing. This system routes calls to agents with the specific skills and authority needed to resolve more complex issues, reducing the need to transfer the call multiple times.
VIP or Relationship-Based Routing VIP routing prioritizes certain high-value customers, ensuring they receive prompt attention. Additionally, you can assign dedicated relationship managers to specific customers who merit extra care, optimizing service for those who contribute the most to your profits.
AI-Assisted Predictive Behavior Routing Leverage artificial intelligence to refine how calls are routed. Using machine learning algorithms, your system can predict which agent is best suited for a caller based on live and historical data. This insight also helps in recognizing and rewarding top-performing agents.
What Are the Benefits of Automatization
Automated call routing offers several key advantages for your organization.
Happier Customers Automated call routing helps resolve customer issues faster and enhances overall interactions with agents. This results in shorter wait times and often leads to higher customer satisfaction ratings.
More Productive and Efficient Workforce Automated call routing alleviates common problems like idle agents and overworked team members, which can lead to employee burnout and high turnover rates. By optimizing workflows with this technology, you can foster a more engaged and productive workforce.
Additionally, your contact center software continuously records performance stats and provides an intuitive dashboard for easy analysis. Insights gained from this data help you refine your call routing rules and schedule your team more effectively, boosting overall operational efficiency.
Reduced Call Abandonment Rates Callers who hang up due to long wait times might seek services from your competitors. By enhancing the customer experience with automated call routing, you can decrease the number of abandoned calls, reduce the need for callbacks, and ultimately lower customer churn.
How Can You Quickly Implement Automated Call Routing?
Automated call routing comes packed with features your customers will appreciate. Thankfully, you don’t need to search for new software to integrate into your contact center to enjoy these benefits. Leading cloud contact center solutions already include advanced call routing capabilities.
Contact us to learn how Towner’s Contact Center simplifies the implementation of automated call routing.
In an era dominated by smartphones and digital communication tools, the question often arises: do desk phones still hold their ground in the modern business ecosystem? At Towner Communications, we believe the answer is a resounding yes. Desk phones, much like the classic vinyl record in the music industry, have evolved rather than become obsolete. Let’s delve into why and how desk phones continue to be an indispensable asset for businesses.
Key Takeaways:
Desk Phones Maintain Relevance: Despite the digital revolution, desk phones remain crucial in the business communication ecosystem for their reliability, clarity, and user-friendly features.
Unmatched Reliability and Clarity: Desk phones offer superior sound quality and fewer dropped calls, ensuring effective communication in critical business operations.
Simplicity and Efficiency: Desk phones ensure simplicity, boosting workplace efficiency and accessibility for everyone.
Advanced Features for Modern Businesses: Modern desk phones offer conference calls, CRM integration, and robust security, empowering businesses.
Security First: Desk phones provide unmatched security, safeguarding business communications from digital threats.
Towner Communications’ Innovative Solutions: Towner Communications delivers secure, reliable business phone solutions blending traditional and modern tech for dynamic enterprises.
The Future is Integrated: By leveraging the strengths of both desk phones and digital communication tools, businesses can enjoy a comprehensive, future-proof communication strategy with Towner Communications.
The Unwavering Value of Desk Phones
Despite mobile devices, desk phones excel in efficiency, reliability, and professionalism for businesses.
Reliability and Clarity
In the bustling environment of a business setting, clarity and reliability are non-negotiable. Desk phones ensure clearer, uninterrupted calls with superior sound and fewer drops than mobiles.
Ease of Use
For all the advancements in technology, simplicity remains king. Desk phones provide a straightforward, user-friendly interface that is accessible to all employees, regardless of their tech savviness. This ease of use is crucial in high-pressure situations where quick response times are vital.
Feature-Rich
Modern desk phones are not the clunky devices of the past. Equipped with advanced features like conference calls, call transfer, and CRM integration. These features enhance productivity and streamline various processes within a business.
Security
In today’s digital age, security cannot be taken for granted. Desk phones provide enhanced security over mobiles, making them safer for sensitive business talks.
Towner Communications knows success means adapting with effective tools that deliver consistent results. We provide advanced business phone solutions blending classic reliability with modern features.
Our solutions prioritize your needs, ensuring unmatched reliability, clarity, and security for seamless, safe communications. Our options seamlessly integrate with current systems for a smooth upgrade in communication strategies
Embracing the Best of Both Worlds
Navigating future business communications shows desk phones and digital tools as allies, not foes. Towner Communications merges both strengths, offering comprehensive, future-proof solutions for business success and growth.
Despite evolution, desk phones remain reliable and effective, trusted by businesses. At Towner Communications, we’re here to ensure that your business harnesses the full potential of these invaluable assets.
Stay ahead of the curve with Towner Communications—where tradition meets innovation in business communication.
As a dynamic professional navigating a bustling schedule, optimizing every moment and resource is paramount. Your clients echo this sentiment, seeking assurance that you value their time with swift and seamless interactions.
This is where the auto attendant emerges as an indispensable asset for forward-thinking businesses. Among the quarter of companies eager to amplify operational efficiency, investing in this technology is a strategic move.
Dive into the capabilities of auto attendants and discover why integrating one into your communication strategy is essential.
Key Points:
An auto attendant acts as a digital receptionist, efficiently managing and directing your company’s incoming calls.
An Interactive Voice Response (IVR) system represents a sophisticated iteration of the auto attendant, designed specifically for contact center environments.
By integrating auto attendants, businesses can significantly reduce operational costs and enhance overall efficiency.
The Mechanics of Auto Attendants
An auto attendant serves as a virtual system designed to welcome callers and guide them to their intended destination within your organization’s phone system. This automated solution seamlessly directs calls to specific extensions, eliminating the need for a live operator. Aptly termed a “virtual receptionist,” it offers an efficient call management solution.
Upon calling, the auto attendant greets individuals with a menu of options, allowing them to directly dial their desired department or person.
A pivotal aspect of the auto attendant’s functionality is its capability to manage calls beyond regular office hours. It serves as a reliable alternative when direct human interaction isn’t available, during after-hours, or amidst peak calling periods.
Furthermore, the system plays a crucial role in maintaining call flow and preventing bottlenecks. If the caller does not respond or act within a specified timeframe, the auto attendant ensures to clear the line by terminating the call.
Auto Attendant vs. IVR: Understanding the Difference
Auto attendants and IVR systems streamline calls but serve distinct business needs. IVR emerges as an evolved form of auto attendant, tailored for contact centers grappling with a high volume of calls. It’s the go-to choice for organizations entrenched in continuous customer support or outbound sales activities.
Auto attendants fit smaller businesses with manageable call volumes, sans constant outbound efforts.
A notable capability of IVR is its ability to comprehend spoken commands from callers, in addition to recognizing keypad selections. Enables extensive self-service like transactions, appointments, and accessing info without human help.
For companies looking to streamline their communication technologies into a cohesive system, unified communications offer a solution. An auto attendant is part of the broader UCaaS platform, like Towner Cloud. For advanced IVR needs, platforms like Intermedia Contact Center with Easy-IVR blend sophistication with UCaaS benefits.
Essential Features of Auto Attendants for Progressive Businesses
Innovative businesses choose unified communications with auto attendants for superior service and team collaboration. Wondering which system to select? Consider these pivotal features.
Simplicity in Setup and Customization
The value of an auto attendant diminishes if the navigation menu becomes so convoluted that callers invariably require direct human assistance to reach their desired contact. This scenario not only aggravates customers but also burdens your staff.
It’s crucial to have the capability to effortlessly craft and refine your menus to suit your customers’ needs. For instance, placing the most frequently sought-after departments or personnel prominently can streamline the calling process. Furthermore, ensuring clarity in distinguishing between departments with overlapping roles is essential to direct callers accurately.
Moreover, the incorporation of intuitive administrative interfaces enables the tailoring of menus for specific operational hours or geographical considerations, allowing for the customization of caller experiences based on the time or location of the call.
Managing High Call Volumes
It’s imperative to equip your auto attendant system and overall communications framework to manage the entirety of your incoming call traffic. A system that frequently disconnects callers can lead to customer attrition. Towner’s UCaaS offers unlimited calling capacity, ensuring all caller needs are met.
Directory Access via Name Dialing
A dial-by-name directory lets customers skip menus to quickly reach specific contacts. This feature enables callers to input the initial letters of an individual’s name, swiftly connecting them to the appropriate party.
Streamlining Communication with Multi-Format Message Delivery
Enhance efficiency for your team by enabling specific numbers to receive communications via text, email, or fax. This flexibility allows recipients to choose their preferred method of message delivery, facilitating quicker and more effective responses.
Spam Call Management
Configure your auto attendant to eliminate disruptive spam calls, enhancing productivity. You can achieve this by programming the system to automatically block calls from specific numbers or area codes. Alternatively, by requiring all callers to enter a basic keypad response upon connecting—a task spam bots cannot perform—you ensure that unauthorized calls are promptly disconnected, keeping your lines clear and your workflow uninterrupted.
Menus in Multiple Languages
Catering to a global audience? Offer multilingual menus to ensure easy access for all customers to appropriate contacts.
Start Today with Towner’s Auto Attendant
Use an auto attendant for 24/7 virtual reception, managing call flow with ease. Ready to leverage the comprehensive advantages of an auto attendant within a unified communications framework? Reach out to Towner to discover the steps to initiate your setup.
Thrilled to announce the launch of Intermedia AI For Healthcare Solutions, leading the way in intelligent cloud communications and collaboration. Our relentless innovation in cloud tech and AI revolutionizes healthcare communications and collaboration for seamless, comprehensive solutions.
At Intermedia and Towner, we understand the critical role effective communication plays in delivering quality healthcare. With Intermedia Healthcare Solutions, our goal is to empower healthcare providers to effortlessly navigate the complexities of patient care. By seamlessly integrating essential tools and leveraging AI technology to enhance solution performance. We dedicate ourselves to delivering exceptional patient care and fostering provider excellence, without compromise.
A key component of our AI For Healthcare Solutions is our seamless integration into leading electronic health records (EHR) systems, including Epic Systems, Oracle Cerner, MEDITECH, athenahealth, eClinicalWorks, NextGen Healthcare, and Veradigm. Crafting EHR integrations for instant, simplified patient record retrieval during calls, offering tailored dashboards with essential patient information. This ensures medical staff and providers have the necessary data for effective patient interactions.
Intermedia Healthcare Solutions caters to the diverse needs of healthcare organizations of all sizes. Over 150,000 healthcare pros use our cloud solutions, from municipalities to hospitals to individual practices. Unified platform addresses patient care, outcomes, cost reduction, revenue growth, HIPAA compliance, reliability, ease of use, security, and access.
Key highlights of Intermedia Healthcare Solutions include:
Efficient Inbound Patient Communications:
Efficiently handling multichannel communication, leveraging EHR data for intelligent routing, ensuring swift interactions and easy access.
Streamlined Patient Call Management:
Integrating voice calls with EHR for rapid patient verification and record retrieval, enhancing staff productivity and response times.
Proactive Outbound Communications:
Engage patients through voice, SMS, and video, triggered by real-time EHR events like appointment reminders, billing notifications, and prescription refills.
Seamless Internal Collaboration:
AI-powered tools enable seamless staff collaboration via voice, chat, video, and file-sharing, boosting teamwork and efficiency across locations.
AI-Driven Conversation Insights:
Empowering supervisors with Intermedia SPARK AI™ tools for better issue identification and focus on crucial organizational and patient care conversations.
HIPAA-Compliant:
Encrypt and archive patient communications for up to 10 years, ensuring HIPAA compliance and data security standards adherence.
“With Intermedia Healthcare Solutions, we are committed to empowering healthcare providers to navigate patient care complexities effortlessly,” says Jonathan McCormick, COO and CRO at Intermedia. “Effective communication is fundamental to delivering quality healthcare, and our innovative platform is designed to streamline operations and enhance patient care outcomes.”
“Healthcare organizations require communication tools that positively impact the entire patient journey,” adds Zeus Kerravala, Founder and Principal Analyst at ZK Research. “Intermedia’s comprehensive communications offering tailored to their organization and patients’ needs is a game-changer.”
Explore Intermedia Healthcare Solutions further here.
In the realm of small business communication, having the right partner can make all the difference. Towner emerges as the perfect ally, offering a comprehensive small business phone system tailored to your needs. Let’s explore why Towner stands out as the ideal choice for enhancing connectivity and driving success in your small business.
Tailored Solutions:
Towner understands that every small business is unique, with distinct communication requirements. As your partner, Towner provides personalized phone system solutions that align perfectly with your business objectives and operational workflows. Whether you’re a boutique shop or a burgeoning startup, Towner ensures that you have the right tools to communicate effectively and efficiently.
Seamless Integration:
Integration is key to maximizing productivity and minimizing disruptions in your business operations. Towner seamlessly integrates with existing software platforms and CRMs, enabling smooth data exchange and workflow automation. Say goodbye to siloed communication channels and hello to a unified communication ecosystem with Towner at the helm.
Exceptional Support:
As a small business owner, you need a partner you can rely on for ongoing support and assistance. Towner prides itself on delivering exceptional customer service, with dedicated support teams ready to address your queries and resolve any issues promptly. With Towner, you can rest assured that your communication infrastructure is in capable hands.
Future-Proof Technology:
In a rapidly evolving digital landscape, future-proofing your business is essential for long-term success. Towner stays ahead of the curve by leveraging cutting-edge technologies and continually innovating its phone system solutions. With Towner, you can embrace the latest advancements in communication technology without fear of obsolescence.
Take your small business communication to new heights with Towner as your trusted partner. From scalable solutions and seamless integration to unparalleled support and future-proof technology, Towner has everything you need to thrive in today’s competitive market.
Ready to elevate your communication game? Contact Towner today to schedule a consultation and discover how our small business phone system can empower your business for success. Don’t settle for mediocrity – choose Towner and unlock the full potential of your small business.
Together, let’s revolutionize the way you communicate.
Companies are all too familiar with this harsh reality: Dial a customer’s number, only to hit a dead end. You might leave a voicemail, crossing your fingers for a callback, or persistently dial again, hoping for a response on the second (or third) attempt. It’s a colossal time drain and a source of immense frustration.
But why does this recurring ordeal unfold? The simple truth is, people harbor deep distrust towards phone calls, especially when they originate from unknown or anonymous numbers.
Customers Want You To Call:
Yes, it’s true—people still value phone calls. A staggering 75% of consumers express a preference for hearing from you when faced with complex issues or numerous questions.
However, despite your company’s genuine efforts, trust in phone calls remains severely lacking for two primary reasons: the absence of caller identification and the prevalence of scam callers.
It’s Not A YOU Problem well…maybe:
Here’s the plain truth—most individuals don’t utilize a caller ID service on their phones (less than 10 percent, to be precise). Consequently, when you make a call, your name doesn’t pop up unless the recipient has your contact information saved. Putting the onus on the customer to take proactive steps is risky, given the susceptibility of unknown numbers to spoofing. If your number falls victim to spoofing, it could tarnish perceptions of your company and brand.
When an anonymous number appears on the screen, people instinctively hesitate to answer. They’re left in the dark about the caller’s identity and intentions. Moreover, they’ve been conditioned to avoid answering calls altogether—a result of the pervasive presence of unscrupulous yet highly lucrative phone scammers.
SCAM CALLS are Big BIG Money:
Recent data from Truecaller reveals a staggering truth: from June 2020 to June 2021, Americans suffered losses nearing $30 billion due to scam calls. Remarkably, if amalgamated into a single entity, these scammers would secure the 100th spot on the prestigious Fortune 500 list—an astonishing feat.
Within the past year alone, over 59 million Americans fell victim to phone scams, enduring an average financial loss of $502 per incident. Shockingly, some individuals reported being bombarded with up to 25 scam calls daily.
Given these alarming statistics, it’s hardly surprising that people are hesitant to pick up their phones.
Trends In SCAM CALLS:
Based on insights from First Orion data, the top three prevalent scam calls in August 2021 were:
Vehicle warranty scams
Social Security scams
Mobile carrier scams
Revitalizing Trust in Phone Calls: A Call to Action for Companies
Undoubtedly, scammers bear the brunt of responsibility for eroding consumer trust. Their intrusive tactics not only annoy but also inflict financial harm on unsuspecting individuals.
Nevertheless, businesses hold the power to mend this fractured trust. Embracing branded calling solutions enables companies to reclaim control over their caller ID and call messaging. By customizing and branding each call, they can communicate their identity and purpose clearly on the recipient’s screen, thereby encouraging more responses and meaningful interactions.
Moreover, branded calling solutions offer invaluable benefits such as brand protection and enhanced spoof mitigation. By dynamically adjusting call display names based on the recipient, companies can ensure precision and personalization in their communications. The dividends are manifold—beyond mitigating spoofing, businesses stand to gain a bolstered brand reputation, strengthened client relationships, and deeper customer engagement.
It’s time to reshape the narrative around phone interactions and instill confidence in consumers once again.
For decades, interactive voice response (IVR) systems have been a cornerstone of contact center operations. Despite their proven track record in efficiently managing incoming calls for countless businesses, some have been hesitant to adopt this technology.
If you prioritize offering a personalized experience to your clientele, you might resist automating certain aspects of your business communications, including customer interactions. However, by overlooking IVR, you could be forfeiting valuable benefits and opportunities for both you and your customers.
Key Points:
Save money on operations and enhance customer analytics by implementing an IVR service.
Improve the customer experience and increase team productivity with an IVR system.
Elevate your company’s professionalism through the use of IVR software.
Recognizing 7 Telltale Signs for Implementing an IVR Service:
While there may be numerous reasons to consider implementing an IVR service, the following list highlights seven of the most compelling ones.
1. Seeking Solutions for Reducing Operational Expenses
Implementing an IVR service eliminates the necessity of hiring receptionists, a cost that can escalate significantly, especially for businesses operating round the clock to serve a global clientele. Unlike traditional setups, IVR systems are typically integrated into contact center as a service (CCaaS) software, offering standard features. Moreover, modern IVR platforms come with intuitive dashboards, simplifying setup and customization without the need for hiring additional programmers or technicians.
2. Your Team Needs Enhance Customer Analytics Capabilities
In today’s business landscape, data has emerged as one of the most prized assets, often surpassing the value of traditional commodities like oil, as famously stated by The Economist. Understanding your customers is paramount to delivering exceptional service. An IVR service serves as a potent tool for gathering valuable analytics, offering insights into both overall customer behavior and individual preferences.
For instance, with an IVR system, you can effortlessly monitor metrics such as customer satisfaction and abandonment rates. Additionally, you have the flexibility to design IVR surveys, enabling callers to provide direct feedback. Armed with these insights, you can optimize your operations and deliver enhanced value to your clients.
3. You seek to provide self-service options to ensure caller privacy during interactions
Ensuring data privacy and security is paramount for all individuals. Customers must feel confident that they can share or receive sensitive information without the risk of interception. An IVR service addresses this concern by enabling callers to input PINs or passwords manually or access confidential details through an automated system.
For instance, financial institutions utilize IVR to provide account information securely, while healthcare facilities deliver test results to patients discreetly. This approach fosters customer trust and encourages engagement with your services, subtly nurturing brand loyalty.
Despite initial reservations about interacting with automated systems, studies indicate that customers prefer seamless self-service options over cumbersome processes. By implementing a user-friendly IVR system with a clear menu structure, customers can efficiently access information and resolve issues independently, reducing time spent on the interaction.
4. You aim to enhance agent efficiency and engagement within your organization
By leveraging an IVR service to automate routine tasks like call forwarding and prioritization, you empower your agents to concentrate on addressing more intricate customer concerns. Through this automation, your IVR system can gather pertinent caller information and relay it to agents prior to call initiation.
For instance, callers can provide key details about their identity and issues before engaging with a human agent. This allows the agent to prepare adequately, potentially leading to a higher rate of first-contact issue resolution.
Enhanced efficiency also correlates with increased employee engagement. Focusing on higher-level tasks provides agents with a greater sense of achievement and facilitates opportunities for upskilling and cross-training. Consequently, your contact center benefits from stronger, more versatile teams, leading to improved retention rates and reduced hiring costs.
5. You want to give priority to your top-tier customers
An IVR service collaborates with automatic call distribution to expedite customer-agent connections. Moreover, you can configure the system to prioritize your VIP clients by assigning specific rules, ensuring they receive expedited service.
Integrating your customer relationship management software with your contact center enables agents to promptly retrieve customer details, allowing for personalized greetings and premium service. This tailored approach not only fosters customer loyalty but also creates opportunities for upselling and maximizing customer lifetime value.
6. You need to minimize errors
As much as you and your team dislike transfer errors, your customers likely find them even more aggravating. Such frustrations may drive callers to seek alternatives with your competitors. Utilizing an IVR service significantly decreases the likelihood of callers being routed incorrectly or enduring prolonged hold times, thereby enhancing customer satisfaction and retention.
7. You want to enhance your professional image
Implementing an IVR service enhances your company’s professional image by enabling swift responsiveness and round-the-clock call handling. Unlike the impersonal automated systems of the past, you have the option to personally record messages or enlist a professional voice actor for a polished touch. Additionally, advancements in text-to-speech technology have made interactions more natural and pleasant.
Moreover, IVR services now leverage natural language processing, allowing for more conversational interactions with callers. Customers no longer need to restrict themselves to predefined words or phrases; instead, they can engage with the system naturally, simplifying query handling.
Towner Intermedia’s IVR Service Simplifies Onboarding
Are you ready to leverage a top-tier communications platform with exceptional IVR service capabilities? Explore why Towner’s Intermedia Contact Center offers all the essentials you require.
Forward-thinking businesses continuously seek avenues to enhance their customer communications, which extends to upgrading contact center capabilities with innovative tools and technologies.
Illustrating this, a recent global survey conducted by Metrigy revealed that more than 80% of companies have initiated, scheduled, or are in the process of executing a transformation in customer experience. These initiatives encompass the adoption of both new and established technologies aimed at elevating agent performance and overall customer experience, thereby generating tangible business benefits.
Are you aware that Voice over Internet Protocol (VoIP) holds the potential to facilitate these objectives? In this piece, we’ll delve into how implementing a VoIP contact center solution can effectively serve your business needs.
Key Points:
VoIP-powered contact centers operate as virtual systems, enabling the management of customer communications via the internet.
Utilizing a VoIP contact center empowers you to supervise both inbound customer support and outbound sales or outreach teams effectively.
VoIP contact centers offer a suite of features designed to enhance customer experiences, bolster security measures, ensure heightened reliability, and facilitate unlimited scalability.
Understanding the Inner Workings of a VoIP Contact Center
When your business demands handling a high volume of outbound and inbound calls, a VoIP contact center is the solution. But is it the same as a traditional call center?
Not quite. Traditional call centers, rooted in physical infrastructure and in-house teams, struggle to meet modern customer experience standards. They’re limited by their reliance on a single location.
In contrast, VoIP contact centers leverage web-based operations, enabling agents and supervisors to work remotely using contact center as a service (CCaaS) software. This flexibility extends to an unlimited number of agents. With digital services, you can effortlessly set up and manage virtual lines to meet your company’s evolving needs.
The Shift to VoIP Contact Centers: Reasons for Organizational Adoption and Why You Should Consider Making the Change
A VoIP contact center consistently outshines its traditional call center counterpart. Explore further benefits today!
Elevated Customer Experience:
VoIP technology facilitates seamless integration of phone software with various media channels for omnichannel customer service. Your team gains the ability to engage customers through their preferred channels and smoothly transition between mediums as per customer preference.
For example, a customer initiating a support request via web chat with an automated bot on your website can have their query escalated to a human agent through web chat, email, or instant messaging if the issue surpasses the AI’s capabilities. In cases demanding deeper assistance, a phone or video call might be necessary. Rather than the customer dealing with disparate teams across channels and repeatedly explaining the problem, assistance unfolds as a cohesive conversation spanning channels and agents.
This feature empowers agents to resolve issues swiftly and effectively, enhancing satisfaction for both customers and employees.
Enhanced Security and Increased Reliability:
Opting for the right VoIP contact center immediately fortifies your operation’s security and reliability. By transitioning away from reliance solely on on-premise equipment, you mitigate the risks of outages and technical glitches that can paralyze a traditional call center indefinitely, leaving you at the mercy of repair timelines.
With a VoIP contact center, your hardware is housed in secure off-site data centers equipped with robust security measures and backup solutions. Even if one data center experiences an issue, your service seamlessly switches to another, ensuring uninterrupted operation. This level of redundancy translates to less than a minute of potential downtime each month.
Moreover, a cloud-based setup means your vendor maintains constant vigilance over your security. Trained personnel secure physical locations, while digital experts employ sophisticated software to safeguard your data around the clock. With this continuous protection, you can enjoy worry-free security, 24/7.
Infinite Scalability and Versatility:
As your business expands, your contact center must evolve accordingly. With a VoIP-based system, you have the flexibility to add lines, modify permissions, and activate new features as required.
Moreover, the subscription model eliminates the need to purchase a new software version to access the latest features. Cloud-based services provide instant access to cutting-edge tools, empowering you to meet evolving customer demands efficiently.
Capabilities Enhancing the Optimal VoIP Contact Center Journey:
A VoIP contact center offers a plethora of exceptional features designed to elevate productivity and enrich customer experience.
Interactive Voice Response (IVR) and Automated Call Distribution (ACD):
Efficiently establish an automated phone menu using IVR to swiftly guide callers to the relevant person or department. Subsequently, ACD intelligently distributes calls to suitable agents through intelligent routing. Customize rules to direct calls based on agent availability, skillset, and business hours.
Simple Call Recording, Monitoring, and Transfers:
Effortlessly capture and archive customer interactions for training and quality assurance purposes within your system. Supervisors can conveniently listen to agents’ calls from any location, providing coaching discreetly through the whisper function, which remains unheard by customers.
Transferring calls is now simplified; agents no longer need to navigate complex sequences of digits and extensions. Utilizing the app, agents can easily identify available team members, streamlining the process of transferring and conferencing calls.
Integration With Your CRM:
When integrated with a top-tier VoIP contact center, your customer relationship management software operates seamlessly, accelerating data collection and retrieval. This synergy facilitates faster support resolutions and enhances efficiency in closing sales calls.
Sophisticated Dashboards and Reporting Systems:
AI-powered analytics ensure you stay informed about your team’s performance at all times. For instance, you can uncover customer sentiments during calls and delve into crucial metrics like call duration, hold times, and first-contact resolution rates. Intuitive dashboards assist managers in dissecting this data to identify optimal training strategies. Clearly, your VoIP contact center diligently supports you, enabling you to deliver exceptional customer experiences and strengthen your brand.
Discover why thousands of businesses choose Towner’s VoIP Contact Center:
Now that you recognize the importance of a VoIP contact center, setting yours up is a breeze. With Towner’s assistance, the process is effortless. Simply connect with one of our team members to select your plan and features.
We adore marketing as much as anyone, but let’s be honest: the spotlight often shines on potential customers. While there’s nothing wrong with courting new business, nurturing existing relationships is just as crucial. Valentine’s Day is prime for small business owners to show heartfelt appreciation.
This holiday offers countless delightful and inventive ways to express appreciation, and a comprehensive call center software suite can streamline the process. Small businesses handle inquiries smoothly while delighting loyal customers, without missing a step.
Here are four heartfelt ways to shower your customers with love not just on Valentine’s Day, but every day.
Place Your Customer’s Experience at the Heart of Everything You Do.
During Valentine’s Day, especially, everyone desires to feel appreciated. When a customer reaches out, it’s essential to offer them your full attention. Teams preoccupied with finding records may overlook customer needs, risking them feeling neglected.
To maintain a customer-centric approach, streamline your processes with screen prompts and automated workflows that seamlessly integrate your CRM with your contact center solution. Integrated contact center software boosts engagement with tailored recommendations, keeping your team fully involved in customer interactions.
Predict Your Customers’ Needs Using the Appropriate Call Center Software.
Are you familiar enough with your customers to complete their sentences? Understanding their needs before they do can make them feel truly understood, laying the foundation for a successful relationship. Dive into your data and reports to identify customer pain points, previous purchases, and other behaviors.
During lulls, contact specific customers to ensure satisfaction or express appreciation for their patronage. In case of service disruption, proactively reassure customers, informing them of efforts to resolve the issue.
Share the Love.
Your small business caters to a diverse clientele, so don’t restrict your Valentine’s efforts to just couples. Parks and Recreation popularized Galentine’s Day, celebrated by women to honor female friendships on February 13th. And pet owners are eager to seize any opportunity to shower their furry companions with affection.
Personalizing your responses and interactions with customers fosters stronger relationships and enhances the overall customer experience. Leverage integrated software to craft personalized recommendations based on customer preferences and user profiles across channels. Always be available where your customers expect to find you, whether it’s through email or web-based chat.
Collaborate for Luxurious Experience.
In today’s retail landscape, shoppers are increasingly investing in memorable experiences for themselves and loved ones. Use integrated software to create personalized recommendations from customer preferences and profiles across channels.
If your business primarily deals in products rather than experiences, consider teaming up with others for joint offerings. From complimentary movie tickets to passes for yoga classes, these thoughtful additions are sure to delight customers. Keep these offerings readily available so any team member can effortlessly share them, enhancing customer connections. Deliver offers via preferred channels using a versatile multi-channel call center solution to enhance your approach.
While engaging customers with heartfelt campaigns can be enjoyable and fruitful, it’s important to manage time and resources wisely. With suitable customer experience software, connecting across channels feels effortless, akin to Cupid’s aim.
Post-celebration, real-time reporting helps assess efforts, whether utilizing a contact center or not, for effectiveness. Spend less time managing your phone system and more time building genuine connections with customers come February 14.
