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Businesses finding their voice to empower customers

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Businesses are seemingly finding their voices once again, with research showing that voice is likely to become the principal medium for dealing with the most complicated and potentially most business-critical customer interactions.

The Forrester report, 2018 Customer Service Trends: How Operations Become Faster, Cheaper – And yet, More Human notes that ‘voice interactions will experience a second coming’ as voice-based and automated customer experience systems look set to become cornerstones of how enterprises manage their customer interactions in the future.[1]

This shift will be necessary to address the ever more stringent demands of today’s customer-led, digital world, in which the challenge of satisfying customer expectations is becoming increasingly tough. As Ovum’s report entitled These Six Resolutions for 2018 Will Help Improve the Customer Experience highlights, ‘the customer experience is in a constant state of flux. With both digital transformation and customer digital habits on the rise, enterprises must keep up with customers’ ever evolving expectations.’[2] In the context of this fast moving picture, the provision of voice-based services will remain a critical means by which enterprises can hope to meet shifting customer demands into the future.

However, this requirement for CIOs to increase their focus on delivering customer facing voice communications has been accompanied by wider increases in the technological complexity of hosted and on-premises corporate IT, telephony and communications systems. For organisations operating across multiple national territories in today’s globalised economy, this has resulted in further hurdles, both technical and regulatory, to overcome in communications. In many cases, this can be daunting.

Colt’s Voice On Demand Portal is available as part of Colt’s Inbound Voice Services portfolio. The Portal provides customers with an inventory of all their telephone numbers, a centralised view of all countries, self-service ordering and full record of orders placed. It is a fully digital process, from order to cease, putting organisations in control of their voice infrastructure and enabling them to focus on their customers.

To help address this increased complexity, enterprises are leveraging the benefits of voice and rich media technologies including Unified Communications (UC), Voice over Internet Protocol (VoIP) and Session Initiation Protocol (SIP) trunking, which have been enjoying strong adoption across various industrial sectors due to their cost and functionality benefits compared with traditional telephony systems.

To find out more about how Colt’s Inbound Voice Services portfolio can help you meet shifting customer expectations, please click here.

 

[1] Customer Service Trends: How Operations Become Faster, Cheaper – And Yet, More Human.

[2] These six Six Resolutions for 2018 Will Help Improve the Customer Experience.

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