Customer service has become much more complex over the last few years. As a result, there is a lot of confusion about what type of business phone system companies should be using.
Some people are even asking if they should still be leveraging voice communications, or switch over to a fully-automated self-service system.
Make no mistake about it: The multi phone system is more important than ever. It’s true, customers want access to self-service portals and chatbots. But a multi phone system is still the most important technology in the contact center. Voice communication, in other words, isn’t going away.
From a recent report by American Express: “…As the complexity of the issue increases, such as with payment disputes or complaints, customers are more likely to seek out a face-to-face interaction (23%) or a real person on the phone (40%)".
So what should you be looking for in a modern multi phone system?
Multi Phone System Features:
Voice over Internet Protocol (VoIP) adoption has exploded in recent years, and is now the gold standard for business communications. Through VoIP, voice is converted into a digital signal and routed over the internet, as opposed to the publicly switched telephone network (PSTN). VoIP can significantly lower costs, improve call quality and reliability, and increase flexibility.
Of course, when routing calls over the internet, it’s critical to have strong security measures in place. Not all VoIP providers offer the same level of protection. Data encryption is a must, as are safeguards like firewalls, packet filtering and range checking. For some industries, like healthcare and retail, it’s also necessary to have advanced security measures like HIPAA and PCI compliance. Businesses can further protect their phone systems by leveraging managed services, for 24/7 threat monitoring and support.
One issue that businesses struggle to overcome with VoIP is ensuring call quality over wide area networks (WANs). Businesses can overcome this challenge by leveraging software defined wide area networking (SD-WAN), a strategy which involves centralizing network management and control. With SD-WAN, administrators can control and prioritize traffic from a single location, ensuring consistent and reliable voice service across any global branch.
Another top challenge is maintaining uptime. Just a few minutes of downtime in a contact center can have catastrophic consequences for an organization. Phone lines need to stay up and running at all times, especially in mission critical environments like emergency centers. Multi phone systems should be protected with 4G LTE support, for seamless failover in the event of an unplanned outage. Businesses are also encouraged to have backup landlines in place, so that if the internet goes out, the PSTN can be of service.
Your business is collecting boatloads of customer data. But are you maximizing its value? In order for data to be effective, it has to make its way from the CRM to an agent on a live call, so that he or she can leverage actionable insight. And for this to happen, a multi phone system needs to work in conjunction with a CRM system. CRM integration should be a deal-breaker for any organization that is serious about using data to its advantage, and not just stockpiling it.
Just about every organization is trying to improve sustainability. One area that still gets overlooked, though, is the multi phone system. By working with a single provider, businesses can leverage cloud communications—reducing resource-intensive communications hardware and travel.