How Different Industries Benefit from a VoIP Softphone
In today’s hybrid work world, VoIP softphones are fast gaining popularity over traditional EPABX (Electronic Private Automatic Branch Exchange) systems. As per reports, the global VoIP services market is expected to be worth $194.5 billion by 2024.
Despite the advent of e-mails and other forms of communication, 92% of customer interactions still happen through phones. Many businesses have realized the benefits of VoIP-powered softphones, that range from reduced costs to better productivity. In fact, different industries are using softphones in different ways to meet their communication and collaboration requirements.
The unique and varied benefits that VoIP mobile dialers offer to industries include an easy-to-use and responsive UI, secure and private communications, multi-lingual support, auto-provisioning, video capabilities, and online messaging. The flexibility and wide feature range of softphones help a cross-section of industries benefit from this cloud-hosted phone system.
In this blog, we will look at how softphones are being deployed by industries that range from call centers, finance, hospitality, to airlines, and how these industries have benefited from using this unified communication system.
The Benefits of VoIP for a Cross-Section of Industries
#1. Call Centers
An efficient phone system is critical for a call center, as VoIP softphones facilitate functions like call routing and logging, agent desktop interface, multi-channel communications, and predictive dialing. Also, integrations — such as CRM integration — and workforce management can also be managed by internet-based telephony solutions. Organizations that are looking at setting up a call center to handle technical support, customer care, sales, and data collection often opt for a VoIP phone system to meet their needs for high-quality service and reliability.
Call centers have evolved over the past few years, handling higher call volumes and managing growing customer expectations. In fact, call centers are metamorphosing into multi-channel communication hubs, providing assistance through forums, live chats, and other non-voice mediums. This makes it necessary for them to stay flexible and use a phone solution that exceeds customer expectations.
By incorporating a unified communication (UC) system into call center workflows, organizations can streamline communication and improve agent productivity and customer experience. Some of the other advantages they gain include better agent productivity, offering customized user experiences, increasing the efficiency of remote call centers, and enabling digital transformation.
#2. The Telecom Industry
The rise of remote working made VoIP softphones an integral part of the bouquet of unified communication services offered by telecom companies. This is also because VoIP platforms can easily integrate with 5G adoption, UCaaS growth, and the use of AI and ML.
Global enterprises have a growing requirement for a cost-effective communication solution that can support workforce mobility. This is where VoIP systems will play a critical role for telecom companies. This technology allows users to implement flexible communication systems that cater to voice, SMS, email, video conferences, and other types of communication methods that modern businesses require. VoIP technology can help reduce company phone bills and teleconferencing costs by up to 30% and save 90% on international calls.
As organizations go global, they need phone systems that improve communication and collaboration between employees spread across the world. This is increasing the demand for VoIP products such as IP phones. Also, telecom companies and governments are investing in wireless telecommunication technologies such as 4G and the upcoming 5G network, leading to higher transfer speeds for high-quality voice and data services. This will have a greater impact on VoIP for the sector.
VoIP softphones are one of the big reasons why the global telecom industry is undergoing such a drastic transformation. VoIP softphones offer features that traditional telephony does not. It is cost-effective and does not require heavy-duty physical infrastructure. It’s also gaining traction as the gig economy grows and the changing nature of business requires enterprises to communicate anywhere in the world, at any time.
#3. Customer Service Industry
Customer service is a high-pressure job. Customer service agents are often at the receiving end of queries, questions, and troubleshooting inquiries from end-users. In order to resolve the doubts of every customer quickly and efficiently, the agents need to have all information at their fingertips.
A VoIP phone system seamlessly links with a CRM system and ensures all data is in one place, on an easy-to-use online portal. This enables an agent to see every small detail about the customer’s background and past queries. Agents are also able to make and upload detailed notes of the discussion. This makes it easy for agents handling subsequent calls to pick up from the last discussion.
VoIP phone systems also enable business owners to monitor both customer history and agent performance. The statistics and call recordings help in identifying improvement areas and design effective training programs. VoIP also ensures that agents perform well and deliver a great customer experience by making all required information available in one place so that multiple teams can have easy access to it.
Softphones also give business owners the flexibility to place agents anywhere in the world and enable them to easily connect with each other using internet-powered VoIP phone systems. Having agents in different time zones ensures there is someone always online to take customer calls.
