Video conferencing is nothing new. The technology has been around for decades and it has been evolving continuously over the years. On the one hand there is the traditional desk top specialist video conferencing solution with appropriate hardware and software that necessitated everyone in an organization to gather into a room to carry on a teleconference. Today, it is different as one can use smartphones to carry out a video conference from anywhere, at any time, using appropriate software.
Changing trends, evolving technologies
The way people work and interact has changed. It is not necessary for a company to have employees working in its office. It is about distributed workforce these days. Whether it is a single company with just one office or a multinational, they all have employees in different locations. Communications and interactions have become easier, speedy and better with the implementation of WebRTC into video conferencing solution development . Anyone using a computer, a laptop or a smartphone can simply use the browser to start and take part in a one to one or multi-person interaction. Viewing another person and carrying on a chat is good no doubt but there are limitations. This is where future technologies make it even better.
AR and VR revolutionize video conferencing
The future is AR and VR rolled into the video conferencing solution. Donning a headset and carrying on a conversation is a quite difference experience. One can turn one’s head this way or that and view the person with whom one is chatting. It is possible to display documents and presentations when AR/VR becomes part of the conferencing solution development. For workers spread out over various geographic locations this is a great way to interact. It is as if one is there in person. At the same time, improved codecs and implementations reduce bandwidth load while assuring seamless videos without breaks or jitters that were once the bane of video calls.
Ease of use, lots of features, Unified communications
Video conferencing that blends in the best of audio conferencing features such as authentication, participant name recording, DTMF, recording, scheduling, polling, notifications and rollcall features, to name just a few, make it even better at interactions between distributed workforces. The right video conferencing software includes all these features besides being scalable and user-friendly, a unified communication system. Distributed workers need not bother about complicated setup—this is handled in the backend. All they need to concern themselves with is to use their smartphone for video calls with head office personnel or with other workers in any part of the world.
VoIP transformed the contact center industry with a host of features not available in traditional telephony systems. AI (Artificial intelligence) is expected to have the same impact on contact centers and their operations.
Normal contact center solution involves interaction between a call agent and the customer. Call center solution development that incorporates artificial intelligence has the potential to let the system have virtual customer assistants that can handle most routine tasks. AI can analyze past queries of a caller and predict the query he will put forward and then divert the call to a human agent if desired. Time is no longer a constraint as chatbots can handle callers from any time zone or location and even translate languages. Customers do not have to wait interminably and press various keys that are usual in the IVR system. Big data allied with AI will help call centers perfect call center solutions that present agents with all data about a caller and address his query quickly and efficiently.
Track agent behavior
How agents respond and perform is also important for contact centers in order to assure customer satisfaction. Contact center solutions incorporate artificial intelligence to track behavior of agents. The same function can be used by the system to learn how to respond to various queries and the course of action. AI is becoming smarter with the ability to “sense” caller sentiment and take appropriate action for diverting the call to an agent at the right level for immediate resolution.
Contact centers may also receive email requests for some service or the other in which case intelligent bots can assess the query and route it to a live agent.
Contact center agents often have the task of closing a sale or getting a commitment from a customer but may not be able to gauge the customer’s stand. In such cases artificial intelligence in call center solution development helps in predictive models based on emotions, speech patterns and behaviors. The system suggests to an agent whether it is worth pursuing the matter with a person to close a sale or to leave it.
Artificial intelligence works both ways. It can derive intelligence on caller behavior and mood and it can monitor call agent performance as well as assist him.
Importantly, AI can be incorporated into the contact center VoIP system and bring about changes in speed and operational efficiency by, for instance, doing away with or modifying IVR in a way that reduces wait time for callers and delivers speedy assistance. It is the future.
In the good old days a professional such as a doctor, consultant, lawyer, engineer and company executive would have a personal secretary. One of the tasks of the personal secretary was to fix appointments so that her busy boss could concentrate on his work. The secretary would also do double duty of making coffee and other sundry functions. But then secretaries have their drawbacks. They work only for 8 hours and can go off on holidays. The appointment schedule of the busy executive is thrown out of gear. There is a more reliable and modern solution in the form of interactive voice response appointment solution that has all the advantages of a secretary with none of the drawbacks.
How does appointment IVR work?
The appointment IVR solution is a software package that installs into an existing IT infrastructure in a professional’s individual system or the networked system in a company. The graphical user interface makes it easy for the user to set it up and it gets to work 24 hours of the day. Anyone wishing to make an appointment dials a specified number and the interactive voice response guides the caller who then proceeds to make the appointment by pressing the appropriate number. The IVR software for appointment automatically schedules an appointment and confirms it to the caller. Users can access the system and find appointments or be notified on their phone about their schedule.
There is more to appointment IVR booking:
Appointment booking IVR solutions incorporate a host of other useful features such as calendar integration and CRM integration. A text-to-speech conversion and scripting feature is part of the package as is recording and playback. One can send fax or SMS because these facilities are included in the appointment IVR solution. One can also access logs to better manage the appointment process.
How do professionals benefit by the automated IVR appointment process?
- The entire process is automated and works 24×7. Humans are prone to errors; the software is not.
- One can program holiday messages and also include a slot for emergency hours and input desired hours during which appointment may be scheduled.
- It does away with the need to have a secretary to handle appointments and results in huge cost savings besides offering excellent customer satisfaction.
Companies and individuals may maintain a website and have a form available for people to make use of to book appointments but not everyone would like to access the internet. The IVR appointment software lets people make appointments using their mobile phones in just a couple of minutes. Freeswitchservice.com appointment booking IVR solution is the result of refined development that factors in the need of customers and their customers to ensure business growth.
Mobile devices have revolutionized telephony and VoIP has made international calling more affordable than ever. Individuals use mobile softphones available as apps that can be installed with ease on a variety of smartphones. Business users too have plenty of choices in off-the-rack softphone solutions with a host of business-friendly and relevant features. For service providers it is a different matter. Standard VoIP mobile dialers just won’t cut it.
Custom dialer application development is recommended for VoIP service providers. Ecosmob VoIP mobile dialer development and solutions packages are tailored to suit business needs of service providers with the intent to generate revenues, create branding and ensure loyalty.
A highly desirable feature for service providers intending to establish a strong brand presence and thus engender loyalty is white labeling service available from Ecosmob. White label means extreme customization of not only standard features intrinsic to VoIP mobile dialers but other equally important ones. These include theme and overall layout that are in consonance with the company’s branding. Language of choice is included in customized white label mobile dialer app development to make it appear as if the service provider has his own product, something that resonates strongly with customers.
Service providers need not opt for features they have no use for. Custom development of VoIP mobile dialer includes multiple SIP accounts support, phonebook integration, call statistics, call timers, call history, video and audio calls, redials, full support for all audio/video codecs and call hold/forward/retrieve/transfer. They pay only for features they need to start with and have options to upgrade. This reduces initial capital outlay.
Custom dialer application development means service providers can deploy branded white labeled dialers for Android, iOS, Blackberry and Windows OS according to their needs. Importantly, the app can be used by businesses besides service providers and ensure security of communications as well as uniformity and assured performance because everyone within the organization uses the same app. Further, customization and an easy to use control panel allows administrators to grant permissions as they see fit, something that may not be available in off the rack solutions. Service providers and businesses may need to integrate it with CRM or other backend solutions for accounting, reporting or analytic purposes in which case, again, opting for custom dialers is the way to go. Equally important is service and support that custom developers promptly offer for any modification or troubleshooting.
In the final analysis one may end up saving more by paying a little extra for custom dialers because the returns are so much more in tangible and intangible ways.