The global recession, new regulations and improved technology have seen the demand for hosted VoIP and other remotely managed services rise. Hosted VoIP offers lower running costs, better information and data management and low capex.
However, problems around quality, reliability, availability and security have accompanied adoption. We believe these problems have been resolved or outgrown, but resellers must understand the technology behind hosted VoIP to be able to alleviate customer concerns.
Businesses used to install a premises-based PBX and connect the telephone network using ISDN. The reliability of this tried and tested solution is one of the largest barriers to widespread deployment of hosted VoIP.
However, expanding bandwidth availability and network quality is making hosted VoIP more reliable and thus a viable alternative.
The most significant opportunity that hosted VoIP services offers resellers is the chance to reduce customer churn. Hosted systems are generally sold on a monthly pay-per-use scheme. Because businesses would no longer need hardware and software licences, hosted VoIP systems allow the channel cost-effective and proven value-add applications such as call recording and call management.
Our network-based call recording offering is implemented by service providers for a wide variety of end users. Call recording is adopted by organisations for compliance purposes, dispute resolution, protection against lawsuits and improving performance.
By adding applications such as call recording and call management, hosted VoIP providers are offering the level of service customers would have come to expect from their premises-based PBX system.
Additionally, speech analytics in call recording has opened up new sales and marketing opportunities for organisations without high-end call centres. By capturing the ‘voice of the customer’, end users are able to identify trends that can affect sales.
Andy Wilson is vice president of international sales and marketing at CTI Group
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