5 Tips to Define a Successful Omnichannel Strategy

Every business is focusing on strengthening omnichannel communication to improve customer service. Over 35% of customers expect communicating to a business through any channel of their preference; be it WhatsApp, Twitter, phone call, or any other. Smart call center solutions are also adopting an omnichannel strategy to cater to the needs of businesses. These call center software solutions serve as the omnichannel communication tool to enable business multichannel communication to enhance customer satisfaction improves customer retention.

Omnichannel strategy is the backbone of any business and call center software solutions play a major role in determining and implementing such strategies. Here are 5 effective tips to define a successful omnichannel strategy and optimize it by leveraging the advanced features of smart call center solutions.

1. Identify different communication channels

In the age of social media, there are many channels that your customers are using. For instance, a customer may try to connect with your business through Whatsapp or Twitter. It is important to identify all the communication channels and evaluate the use of every channel.

Are your customers more comfortable contacting your agent through WhatsApp? Are your customers open to sales pitches through Messenger? It is essential to understand and analyze the reactions of customers to develop an omnichannel strategy through your call center software solutions. It helps in allocating resources to the most-used communication channels.

2. Make Customers Aware

Your omnichannel strategy will be successful only if the customers are adopting it. Make the customers aware of the communications channels through marketing campaigns. It helps customers to know the correct way to approach your business for raising concerns or clarifying queries.

3. Ensure Interconnectivity of the omnichannel

It can be frustrating for customers to repeat their issues again and again while communicating through different channels. This evidently hampers the omnichannel experience. The best way to overcome this problem is CRM integration in your call center solutions. It saves time and energy while enhancing the customer service experience.

4. Provide Agent training

The success of an omnichannel strategy lies in the way the agents are communicating to the customers. Every communication channel requires specific skills to ensure seamless business communication. For instance, when your agents are using a call center solution development, they must ensure that there are no typos while communicating through mediums like Twitter or WhatsApp.

Similarly, when agents are communicating through audio calls, they must establish an emotional connection with the caller. Therefore, agents must be trained to operate smart call center solutions for unified communication.

5. Analysis and Optimization of the process

If you have already adopted omnichannel communication through a smart call center solution, it’s time to analyze the performance through KPI monitoring. It is essential to monitor customer resolution and average handling time to evaluate whether your omnichannel strategy is effective in action. An inbound call center solution also provides call transcripts which help in detecting repeat terms. These terms are also called keywords. Analyzing the call transcripts for keywords helps in identifying customer emotions and behavior patterns. These insights enable you to upgrade your call center solutions to meet the evolving needs of customers.

Smart call center solutions serve as a powerful tool to strengthen your omnichannel strategy. It not only simplifies communication by unifying communication of multiple channels but also provides actionable insights through data analytics.

About Ecosmob

Ecosmob provides the service to hire expert VoIP developers to design and develop an array of business communication solutions. With the right blend of expertise and decade-long experience, developers can deliver the ultimate business telephony solutions to enhance productivity and efficiency. Ecosmob assures flexible hiring models to help businesses cater to their requirements according to their needs and budget.

To know more visit https://www.ecosmob.com/

Why should service providers employ Session Border Controller Solution?

VoIP (Voice over Internet Protocol) changed phone calls forever. Today, most calls are based on SIP (Session Initiation Protocol). Even though SIP is the foundation, an SBC solution (Session Border Controller) ensures that the call flow during each session is secure and seamless.

The Session Border Controller solution guards the network against hacking and other threat actors. In recent years, network security has assumed greater significance with increasing instances of Denial of Service (DoS) and Distributed DoS (DDoS) attacks, Ransomware, and Toll Fraud and Service Theft, among others. In 2021, cybersecurity authorities in the United States, Australia, and the United Kingdom saw a rise in sophisticated, high-impact ransomware incidents against critical infrastructure organizations globally. Cybercriminals can harm 93% of company networks. Service providers today know VoIP SBC software is a must for the protection of their networks.

Here are the five essentials why a Session Border Controller is here to stay and a crucial tool in 2022 and beyond.

1. Fortifies network

The most pressing reason for having an SBC Solution is providing adequate security cover to your network. Any network breach can cause both financial and reputational damage, other than the cost of restoring and resolving glitches in the network. In the wake of an increasing number of breaches, regulatory authorities also impose fines on service providers who do not employ measures to protect their consumers. Session Border Controller assists in securing real-time communication networks from threat actors for uninterrupted SIP flow between internal and external networks.

2. Enhances scalability

It is likely that the volume of communication will increase with time, and so will the traffic in the network. For ensuring assured services and quality services without security breaches even when the traffic load rises, SBC software plays an important role.

3. Real-time monitoring

Like a watchdog, the SBC solution protects the carrier-grade network for 100% uptime 24/7. Service providers need to advance timely, accurate data of high quality for data collection and configuration to help in managing the current programmatic activities. A Session Border Controller serves the purpose immaculately and generates real-time performance reports on live calls.

4. Intelligent alerts

A high-performing intelligent alert infrastructure comes with VoIP SBC software. Every service provider needs network security. The Session Border Controller gives distinct alerts for any unusual activity or anomaly in system performance or behavior of customers. This helps to trigger required action at the service provider’s end. You can proactively take measures to thwart any damage to the network.

5. SIP Interoperability

SBC brings uniformity in interconnecting and interworking between varying networks and protocols by SIP normalization. The interworking process allows the networks to connect between different IPs, assisting voice & video calls coming from different switches to work seamlessly. Often different networks and protocols run over SBC, which may appear incompatible due to their protocol and codecs. It causes a loss of network traffic. With robust SBC software, you can stem these issues to have a smooth and seamless experience.

Today SBC development has gained momentum as VoIP SBC software lets service providers attain higher RoI and offer better and more services.

About Ecosmob

Ecosmob provides the service to hire expert VoIP developers to design and develop an array of business communication solutions. With the right blend of expertise and decade-long experience, developers can deliver the ultimate business telephony solutions to enhance productivity and efficiency. Ecosmob assures flexible hiring models to help businesses cater to their requirements according to their needs and budget.

To know more visit https://www.ecosmob.com/

Top 4 Reasons why Asterisk Development is essential for Businesses

Communication is an essential component of the flow of business operations and its marketing strategy. Asterisk Solution development is the wireframe of building the VoIP system that facilitates business communications. While there are numerous ready-to-use VoIP solutions, opting for asterisk development services has proven to be more beneficial for all types of business.

Here are the Top 4 reasons that vouch for the significance of asterisk development for businesses.

● Customizable solution

Asterisk is the technology that offers a wide range of features to advance your communication system. With professional asterisk development, you have the liberty to choose only the useful features that are essential for your business. The feature requirement is unique for every business. For instance, a small business can function well with just the basic features of auto-dialing, call recording, and simple reporting. However, a large enterprise will require multiple features such as multi-tenant billing, call analytics, speech analysis, IVR, etc. Asterisk development enables you to customize the solution with the components tailored to cater to your company's needs.

● Flexibility of Scalability

The scalability of an asterisk solution serves as the most significant advantage of every business, irrespective of its size. Asterisk development enables you to operate at the minimum capacity while it supports scaling up as your business grows. Moreover, it also helps scale up your business cost-effectively as it reduces call costs by utilizing the calling functions through internet bandwidth.

● End-to-end solution

Asterisk development provides robust features to build a reliable telecommunication system. Its holistic approach enables a business to develop a full-fledged business solution. With the vast array of features and integration options, asterisk development helps a company develop a 360-degree communication solution.

● Complete ownership and control

Asterisk development enables you to develop a white label omnichannel communication solution for your business. Your company owns every right and functionality of the custom-developed VoIP system. Therefore, your business is not bound to any vendor for your communication needs. It enables you to be independent of any impact due to any change in terms and conditions of any vendor.

Asterisk development also allows you to retain complete control of your communication solution. Unlike a ready-made VoIP solution, the development company gives you the authority to make relevant changes in the system, be it adding or removing features.

These four reasons make asterisk development the primary and most cost-effective way to boost, customize and scale your VoIP system. With professional asterisk development, a business can strengthen its communication system without the hassle of draining money on irrelevant features. Asterisk development services enable you to build your brand with the white label communication solution while providing high-quality service to your customers. It allows you to enhance the efficiency of your business by leveraging technology. Ecosmob is a leading asterisk development service provider that helps companies develop robust VoIP systems tailored to their business requirement.

About Ecosmob

Ecosmob provides the service to hire expert VoIP developers to design and develop an array of business communication solutions. With the right blend of expertise and decade-long experience, developers can deliver the ultimate business telephony solutions to enhance productivity and efficiency. Ecosmob assures flexible hiring models to help businesses cater to their requirements according to their needs and budget.

To know more visit https://www.ecosmob.com/

Why should you use VoIP Development Services from a VoIP Company?

VoIP software development has been rapidly growing owing to its massive impact on the business landscape. Most companies have been replacing their traditional phone systems with VoIP solutions. Even though there are numerous open sources, the industry leaders are focusing on VoIP application development services.

Some businesses may hire a freelancer developer for VoIP solution development. While it may seem like a cost-effective solution, it derives the business from availing the industry expertise provided by a VoIP development company. Moreover, there are risks of missed deadlines and low-quality service. On the other hand, a VoIP development company provides a number of advantages. Here are some of the top reasons for using VoIP development services from a VoIP development company.

● Customized solution

Every business has its unique requirements. A VoIP development company usually offers a customized solution that caters to the needs of businesses irrespective of their sizes. This flexibility of customization is what inclines businesses toward VoIP solution development. Moreover, it also enhances reliability as the VoIP development company signs NDA to keep the solution delivered to your business confidential.

● Choice of features

You may require some additional features for your existing VoIP solution to meet the evolving business needs in the future. The VoIP development services enable you to add new features or discard obsolete features of the VoIP solution to meet the business requirements. It provides custom development services to equip your existing VoIP solution with the required features and functionality.

● Scalability

With reliable VoIP app development, businesses can scale up or scale down their VoIP solution as per their business demands. A reliable VoIP development company often offers a pay-as-you-go payment model. Therefore, it helps businesses save costs when the service is not used. Therefore, VoIP development services serve as a cost-effective way to improve business communication.

● Using preferred technology

A VoIP solution can be developed through different technologies such as FreeSWITCH, WebRTC, Asterisk, Kamailio, etc. Custom VoIP software development from a VoIP development company gives the business owner the freedom to choose the preferred technology. Moreover, businesses can avail the latest version of the chosen technology.

● Remote connectivity

VoIP solution development benefits from bridging communication gaps for remote teams. It enables communication among employees working at different locations. VoIP app development usually has a mobile phone system app. It enables employees to carry their business line anywhere adding to their mobility.

The VoIP industry is rapidly growing and so are the numbers of competitors in the field. Availing VoIP software development from a reliable VoIP development company enables businesses to get the best-fit VoIP solution for themself. A VoIP solution development provider is committed to developing and launching the service within the time frame. This enables businesses to fetch the benefit of the market in time.

About Ecosmob

Ecosmob provides the service to hire expert VoIP developers to design and develop an array of business communication solutions. With the right blend of expertise and decade-long experience, developers can deliver the ultimate business telephony solutions to enhance productivity and efficiency. Ecosmob assures flexible hiring models to help businesses cater to their requirements according to their needs and budget.

To know more visit https://www.ecosmob.com/

Which one is for you: Cloud or Unified Communications as a Service

Business communication has transformed over the years. Most organizations have already adopted VoIP to facilitate inbound and outbound services. However, after 2020, when the work model shifted to hybrid mode, unified communication services, and cloud VoIP emerged as the best communication solution for businesses.

Today, UC solutions have become an essential requirement for seamless collaboration in remote and hybrid work models. It is due to these innovative services that businesses are thriving even with teams at different locations.

In the current business landscape, the two prominent communication solutions are Cloud Voice and Unified Communication as a Service (UCaas). Both the modes facilitate voice communication through the internet. However, there are a few differentiating factors that can help you to choose between these two competing communication modes.

Key considerations: Cloud Voice vs. Unified Communications As A Service

1. Cost vs. Features: Cloud VoIP is a great solution if your business needs to scale your communication cost-effectively. It helps businesses communicate through a web portal, voicemail, and email, and also enables call distribution, call analytics, etc at a flat rate. Most cloud VoIP service providers offer basic rate plans with limited features.

On the other hand, unified communication solutions come with a wide array of features allowing communication through multiple tools. Along with basic communication features, UC services offer video conferencing, instant messaging, desktop sharing, mobile integration, etc. It helps remote teams to collaborate in real-time through the utilization of different features.

2. Flat rate vs. Consumption

Cloud VoIP is a cost-saving option ideal for small and home-based businesses. It has a structured package with a flat rate. However, you may further enrich the service with limited add-on features at a specific cost. On the other hand, cloud unified communications services are chargeable as per consumption. You may utilize the features that are essential for the business and pay accordingly.

3. Scalability vs. Flexibility

Cloud VoIP solutions are modern phone systems that allow on-the-go communication for remote teams. It offers quick scalability. However, it does not allow other collaborating features like cloud unified communications.

Hosted unified communications provides real-time collaboration aids and also the flexibility for the employee to work through their cell phones. No extra hardware is required to facilitate unified communication services.

The Bottom Line

Cloud VoIP and UC solutions are excellent ways to streamline business communication. Both are dependent on the internet for communication. This also means disruption of services if the internet server is down. However, hosted unified communication service providers may offer chargeable emergency services. In both cases, the security and features are greater compared to the traditional VoIP phone system. Your business requirement plays a significant role in choosing the most suitable solution. If collaboration features are a mandate for your business, unified communication as a service is a better choice.

About Ecosmob

Ecosmob provides the service to hire expert VoIP developers to design and develop an array of business communication solutions. With the right blend of expertise and decade-long experience, developers can deliver the ultimate business telephony solutions to enhance productivity and efficiency. Ecosmob assures flexible hiring models to help businesses cater to their requirements according to their needs and budget.

To know more visit https://www.ecosmob.com/