Why is Voice Broadcasting a Boon for the Insurance Industry?

Acefone Editor

Author

Business Communications

May 17, 2021

5 mins read eye

Table of content

Organisations all over the world need to communicate to establish their presence. Businesses need to constantly reach out to new prospects while managing existing clients.

Additionally, communications are necessary to maintain internal business processes as well.

When it comes to insurance companies, communication attains another level of importance. The very nature of their service requires agents to go out and personally contact businesses to close the sale. However, as the COVID-19 pandemic hit India, insurance agents have had to rely on technology to reach new clients.

This is where voice broadcasting became an unmissable tool for insurance agents. Coupled with the ever-decreasing attention span of customers, voice broadcasting helps amplify the little time companies have to make their pitch.

If one is unable to make a physical pitch, then a customisable voice message can do the trick. Also, if a firm is selling to a large customer base, one can’t constantly redial missed connections. The simple solution—voice broadcasting!

Voice broadcasting for the insurance sector

Quite simply, voice broadcasting is the process of recording a short message and relaying it to your customer base. This could be done to advertise a new offer, plan or service, along with talking a little about the company. The uniformity and precision of a voice message can also boost your marketing pitch. It is good to go over the long list of regulations that you must comply with before you record your voice broadcast.

As a service, voice broadcasting maintains a database of recorded voice messages and phone numbers. After a department’s contact list and pre-recorded messages are uploaded, the system can then make multiple calls to prospective clients all at the same time.

Additionally, it is also a great tool to offer discounts and deals on insurance rates, cross-sell products to customers, deliver reminders of premium payments or simply carry out short surveys.

How can insurance companies benefit from voice broadcasting?

In a general sense, voice broadcasting can help manage your communications. The best feature is the simplicity it offers in communicating with one’s customer base. Additionally, voice messages ensure uniformity and do away with the element of human error on live calls, providing a professional touch to your brand.

There are several reasons why voice broadcasting can prove to be of value to the insurance industry in particular. Here’s how:

Send to the masses, with ease:

Voice broadcasting systems offer a text-to-speech feature, where you can just upload your text message to be converted into a neat voice clip. This is useful for situations where you might not be able to record a clip that is high-quality, due to a lack of equipment, or if you are simply pressed for time.

Reach newer leads

Voice broadcasting allows you to target and tap into a much bigger pool of clients. You can easily get in touch with more prospective buyers even with fewer agents. Voice messages also have a better chance of lead conversion, as they are less intrusive than agents.

You can have the voice broadcasting service take care of the bulk of calls while your sales team can build on lead generation and conversion. Now here’s a plan you can pitch to your company!

Master of all

Voice broadcasting can help your organisation take care of a wide range of tasks. Want to customise your advertising message or alter a pre-recorded message? Check. Need to run multiple campaigns at a time? Check. Want to filter your do-not-call numbers in the leads database? Check. This is a tool that helps you optimise time and money.

Robust Customer Service

Good customer service is indispensable to insurance, and nothing retains customers and adds new ones like quick problem resolution does. With voice broadcasting and other cloud telephony solutions, you can upgrade your customer service interactions. Imagine the following two situations.

The first is when customers need to get in touch with the company for a quick resolution. After the query is raised, immediate responses can be provided via a voice message or an IVR which can redirect them to a specific agent.

The second situation arises when the company needs responses in the form of feedback or ratings. Customers can be informed of a feedback call through a text message and be guided on the next steps.

You can also broadcast reminders pertaining to pending payments. The specific amounts can be altered according to each case, and the message dispatched without a hitch.

With voice broadcasting, you can mine insights from the recorded customer engagements. For instance—how did the customer react to a certain proposal/offer? Or, what was the level of satisfaction of a client when a solution was put forward by an agent?

Structure and design your messaging in a manner that is sure to satisfy your clients and fulfil your goals.

Recommended Read: Voice Broadcasting Solution for Customer Surveys

After-sales messages and better lead conversion

After-sales communication is just as important as pre-sales communication. Here, voice broadcasting equips you with an automated system for relaying a ‘thank you’ message to your customers post-sale. This invokes a sense of personalisation to the interaction, which may lead to customer retention.

Like any other industry, success in the insurance sector also depends on conversions. Thus, you must follow up on promising leads in innovative ways. For instance, departments can relay voice messages offering prospective clients the choice of connecting with an agent.

In case they are unavailable at that time, the voice message can give them the choice to set up a call later. Additionally, automated redialling, which helps maximise reach further, is an essential feature to look for when zeroing in on a voice broadcasting solution.

If you are thinking about adding the power of voice broadcasting to your organisation, look no further than Acefone. With a curation of industry favourite features, Acefone can take your communication and lead conversion to the next level.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Acefone Editor

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Acefone provides a broad range of cloud communication services to businesses of all sizes, which includes Hosted Phone Systems, Free Phone Numbers, and Cloud Contact Center Solutions. Being the UK's leading provider of VoIP service provider, we always strive to provide excellent customer service and high-quality custom solutions to our customers.

What is VoIP firewall? How it makes business communication secure?

Acefone Editor

Author

Voice - VoIP

6 mins read eye

Table of content

VoIP or Voice Over Internet Protocol is a telephony system that plays an important role in taking charge of communication for businesses. One major advantage of VoIP telephony is that it does not need any additional hardware, like telephone lines, to function.

Calls over VoIP only require stable Internet connectivity. This allows businesses to have a reliable and economical business communication system as there is no need for extensive hardware setup.

Furthermore, they support scalability and portability. That is, even if you relocate, you can still operate your business with the same number. You can even expand your business without any hassle. Just contact your VoIP service provider, and they will set up the communication system for you.

With so many advantages, don’t you think it is important to secure this telephony system? This is where the installation of firewalls comes into the picture.

So, what is a firewall and how do firewalls help secure your VoIP Phone Systems? Let us delve deeper.

What is a VoIP firewall?

VoIP systems function over the cloud. As they work with Internet connectivity, they may have vulnerabilities that are prone to cyber threats. With evolving cyber risks, you must secure your IT networks and systems appropriately. One such attempt to secure your best VoIP systems is the implementation of a firewall.

A firewall is installed to monitor incoming and outgoing traffic, based on predefined security rules, in your network. Any suspicious activity or malware detected is blocked automatically and access is denied to it. This way, a firewall protects your VoIP system from malicious and corrupted sources, thereby keeping it secure from cyberattacks.

What are the different types of firewalls?

Firewalls are broadly classified as software, hardware, and a combination of these two types of firewalls.

Software firewalls, as the name suggests, are installed on individual devices. They provide a granular level of monitoring applications on the devices. The administrator can check the type of cloud applications that have been provided access and others that have been blocked.

Hardware firewalls, on the other hand, are installed as physical devices between your VoIP system and the network connection. They are generally installed behind the router. These firewalls act as gateways between the internal networks and the Internet. Physical firewalls monitor network traffic and block malicious sources from accessing the endpoints in the network.

While software firewalls need multiple firewalls for incompatible intranets, hardware firewalls provide security only for the traffic that enters the network and not against insider attackers. Therefore, a combination of both (hardware and software) offers optimal security to your VoIP system and IT networks.

Firewalls are categorized based on their method of operation, which can be of five different types:

Packet filtering firewalls

Packet filtering firewalls are the oldest and most basic type of firewalls. They simply check a data packet for their source IP, destination IP, source port, and destination port against predefined authentication rules. They are stateless and therefore cannot check the contents of a data packet.

Circuit-level gateways

Circuit-level gateways work at the session layer. They verify active sessions established on Transmission Control Protocol (TCP) connections. These gateways function based on the Open Systems Interconnection (OSI) model. They help determine the security of established connections.

For example, when an internal device like your VoIP phone establishes a connection to another number, the circuit-level gateway establishes a virtual connection with the same number. It also tracks the identity and IP address of both the users.

Stateful inspection firewalls

Stateful inspection firewalls keep track of established connections. They are also able to verify the contents of the data packets. These firewalls function by creating a stable table with the source IP, destination IP, source port, and destination port after a connection has been established. Stateful inspection firewalls create their own authentication rules in real-time rather than depending on predefined, hardcoded regulations.

These firewalls are conveniently able to drop data packets that do not have a verified active connection. In the case of your VoIP system, calls from authenticated sources are monitored and allowed. Suspicious activity is monitored appropriately and blocked.

Proxy firewalls or application-level gateways

Proxy firewalls work as a mediator between internal and external devices. They work on the cloud application through a proxy device. For example, consider a customer calling your VoIP number. First, the call is connected to the proxy firewall that authenticates the connection. The connection is then forwarded to the internal VoIP telephone device. Similarly, if you initiate a call through the VoIP system, the call is transmitted through the proxy firewall to the destination.

Proxy firewalls keep the identity of the internal and external sources secure by preventing a direct connection between them. Proxy firewalls authenticate the connection along with the content of the data packets against a set of predefined rules. Depending on this outcome, they either permit or discard the data packets.

Next-generation firewalls

Next-generation firewalls offer additional security Voip features to your phone systems. They are capable of performing deeper data packet inspections in addition to surface-level inspections. They come with an application awareness feature for traffic and resource analysis. These firewalls block Distributed Denial of Service (DDoS) attacks and block data breach attempts from encrypted applications. They identify the user and user roles and offer a comprehensive approach to cybersecurity. This role-based authentication limits the exposure of critical business information to unwanted sources, thereby protecting it from misuse and leakage.

Why should you consider installing a firewall?

Businesses should consider the need to install firewalls for their VoIP systems for the following reasons:

Helps establish a secure connection

A VoIP telephony system is the heart of your business’s communication. You may use it to contact your customers, share information amongst colleagues, and use it for various other inbound and outbound purposes.

With a firewall in place, you ensure that the connections established remain secure. You have the control to check on network vulnerabilities and protect your VoIP system from cyber threats. The firewall blocks unauthorized access to your VoIP system to make sure that connection from and to your VoIP system is always secure.

Reduces chances of downtime

When critical business information is compromised or falls prey to cyberattacks, it may bring your business operations to a complete halt. Moreover, it may cause irreparable reputational damage and loss of revenue due to interruption in services.

When you have a state-of-the-art firewall in place, you can check for malicious activities on your cloud network. The firewall alerts your VoIP Phone Service provider, thereby helping you to protect your cloud phone system from suspicious sources. This reduces the chances of a cyberattack, eliminates downtime, and supports uninterrupted services.

Showcases your business as a reliable one

When your business doesn’t experience frequent downtime, has secure connections, and maintains stability in delivering services, your customers will trust you. They can believe that they are associating with a highly reputable and reliable brand that prioritizes secure network connections. Your customers will not hesitate to partner with you and feel free to share their information with you.

Helps earn a competitive edge

Earning the trust of customers is of paramount importance. When you do that, other parameters will eventually fall into place. Your business is projected in a positive light amongst your customer base. This will help you earn a competitive edge thereby attracting more customers.

Wrap up

Though the installation of a firewall for your VoIP system is purely a technical facet, it impacts the functional aspects of your business too. With secure cloud communications solution, you can rest assured that your data will not be compromised. Therefore, regardless of the size of your business, you should consider implementing an updated firewall in your telephony environment to boost the security of your business. Without any cyber threats, you can easily maintain business continuity and stand out in the competition.

If you're interested in improving your business communication solution

Give us a call on

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Enhance Customer Experience in Banking Solutions by Switching to Hosted Phone Systems

Acefone Editor

Author

Customer Experience

May 14, 2021

5 mins read eye

Table of content

Delivering contextual and seamless customer experiences (CX) is vital to business success. Every interaction plays a crucial role in shaping long-term customer relationships. Across sectors, customers determine the value of your brand based on the CX you provide.

Considering the banking sector––what is the first thing that comes to your mind? Long queues, continuously ringing telephone lines, and overworked bank employees with a mountain of customer queries.

However, in the current competitive landscape, this scenario has drastically changed. Enterprises in the banking sector have left no stone unturned to deliver seamless customer experiences. Options like phone banking, round-the-clock support, IVR for self-service, etc. have transformed operations within the sector.

While we speak about the revolutionary development of the banking industry, it will be unfair if there is no mention of the role of hosted phone systems. So, what is the impact of hosted phone systems on banks?

Let’s read on to find out.

What are hosted phone systems?

As the name suggests, these are cloud-based phone systems that allow you to make calls over the Internet. Therefore, the need for conventional phone lines, hardware, and other upfront infrastructural costs is reduced.

These services are offered by a cloud service provider. This means, you no longer need to worry about regular maintenance and support for the phone system.

With this understanding, let us now see how hosted phone systems help banks deliver elevated experiences.

1. Provides centralised accessibility

This is one of the most crucial advantages of the system. Cloud systems are not on-premise and unlike conventional systems, their brain is not in your in-house server.

Cloud phone systems maintain a centralised repository of information that can be accessed anywhere across the globe and at any time, thus improving accessibility.

So, how does this improve customer experience?

Consider the following example. A bank has several branches across the country. A customer calls branch X to enquire about their account which is in branch Y. The customer explains that they have temporarily moved and are unable to contact their home branch.

In the case of a traditional phone system, the customer would be asked to contact the concerned branch for details, leaving them disappointed.

On the other hand, a hosted phone system allows the bank representative to access the required information from the central repository. They would simply be able to search for the details in the database and handle the customer query effectively and in one go, thereby improving first call resolutions and consequently, customer experiences.

2. Access to 24/7 support

Client queries don’t have any timings––they may call enquiring about their balance or a transaction any hour of the day. Or even night. Your representatives need to be available 24×7 to clarify their doubts.

Cloud-based phone systems make things easier. They operate via the Internet and don’t need a specific device to function––they can route calls via any device. Thus, your agents need not stay glued to their desks to perform official activities. They can attend to calls and answer queries from anywhere across the globe.

Furthermore, hosted phone systems support text messaging capabilities. That is, customers can send text messages to your support number. The messages land in the representative’s inbox for further action. This way, even if they miss calls, clients can contact them through emails and text messages. The representatives can go through these messages and reply to them as per convenience.

Also, hosted phone systems enable customers to request a call-back. If a call isn’t answered, the client can place this request and the agent will schedule a call with the customer.

These features ensure that no customer is left unattended and there is 24/7 support. As a whole, this contributes towards improved customer journeys.

3. Improved security and compliance

The banking sector deals with numerous customer records and sensitive information like bank account details, transactions, etc. Hence, the security of customer data is cardinal.

All banks may not have the expertise or resources to maintain an in-house IT team and the integrity of their customer data. This brings in data security concerns. However, in the case of cloud-based phone systems, your cloud service provider ensures complete security.

They guarantee that the phone systems are fully patched and updated on par with industry-specific security measures. Data security best practices differ based on the industry and the geography of the business.

While you may not know about these aspects, your cloud service provider is equipped with the tools and technologies to support your banking ecosystem.

They implement state-of-the-art procedures like endpoint security, installation of firewalls and anti-malware software, multi-factor authentication, and role-based access to critical business information. These measures protect customer data, thereby helping you build trust among your customer base, and nurture customer experiences through secure banking transactions.

4. Replete with add-on features

Hosted phone systems come with several features like call routing, call recording, and call monitoring capabilities. These capabilities strive to improve the quality of customer services. For example, the call routing feature swiftly transfers calls to available agents.

Consider a scenario—your representative is not available in the office. With smart call routing features, they can readily direct calls to their personal number or to that of a colleague to ensure availability. Apart from guaranteeing round-the-clock service, this feature optimises call flow and boosts customer experiences.

Call recording capabilities are important to monitor agent performance and improve support quality. This capability helps stakeholders identify pain points and work on them.

Moreover, recorded calls can be used to train new agents. When new recruits listen to these calls, they get a real-time experience of what to expect at work even without hitting the work floor.

Also, call monitoring capabilities to allow supervisors to closely track calls. If they feel that some calls need escalation or intervention, they may do it right away to safeguard the interests of the customers.

Therefore, hosted phone systems come with these added capabilities that enhance customer experiences in the banking sector.

To conclude

The banking sector involves critical business information and, hence, data security is of top priority. Furthermore, banks must be available 24/7 to support their customers. Hosted phone systems help them achieve this.

They offer numerous capabilities that include call routing, call monitoring, and central access to information. These features facilitate uninterrupted customer services that ultimately result in improved customer experiences.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

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Future CX: The Rise of Predictive Analytics

Yukti Verma

Author

Operations

May 12, 2021

6 mins read eye

Table of content

The current marketplace scenario is highly competitive. It isn’t surprising then that businesses are leaving no stone unturned to prove their worth and stand out in the crowd.

Amongst the several other factors that define a competitive and reliable brand, delivering contextual customer experiences is now considered one of the most important factors. You should look for different ways to strike the right chord among your target audience and leave a positive impression on them.

This cannot be accomplished simply by fulfilling their momentary requirements. You should be able to go the extra mile and predict your customer’s future needs. This proactiveness will help you differentiate yourself from others and earn a competitive edge.

While there are many tools that can be used to analyse customer trends, deriving intuitive insights from existing customer data is important. Predictive analytics is one method that allows you to zero in on future customer demands from their past behavioural trends.

So, how well can predictive analytics make a difference? Let’s read on to find out.

What should you know about predictive analytics?

The global predictive analytics market size was valued at $7.32 billion in 2019. It is estimated to reach $35.45 billion by the year 2027. This growth for the forecast period is at a CAGR of 21.9%.

Predictive analytics, as the term signifies, helps in predicting future events based on the analysis of historical data. Simply put, historical customer data is comprehensively analysed on par with the existing data, allowing you to predict the happenings of the future.

Consider you have a typical contact center, where several customers contact your staff every day. Your contact center deploys a Customer Relationship Management (CRM) tool that houses all the customer data. This tremendous amount of data is refined and studied with the current trends of your customers.

For example, you may try understanding the purchase behaviour of your customers in the past and try interpreting the changes that have happened to date. These changes will, in turn, enable you to predict customer personas of the future. So, how does this help you?

These insights will help you modify your products and services basis of customer preferences. They also help you understand the current and future demands of your customers. Thus, you’re able to improvise your offerings in a better fashion.

How does predictive analytics work?

The first step in predictive analytics is to define your goal. For example, if you wish to deliver better customer experiences through your contact center, fix that as your goal and start looking for relevant data.

The major sources of information will include your CRM or any other data repositories you may be maintaining. Ideally, the customer information should include their purchase and transaction history, feedback, and demands. A thorough data mining process will help you relevant fetch data and place it in one common platform for the primary analysis.

A predictive analytics software performs the next and most important step. This software mines through all the raw data and derives predictive insights. These insights are then presented in a simple fashion which enables you to easily comprehend the results on par with your business objective. Thus, you’re empowered to make better business decisions.

The final step is to take actionable steps based on the trends and patterns obtained from the data––identify opportunities and utilise them appropriately. This will enable you to proactively check for upcoming customer trends and stay on par with the competition.

How can predictive analytics boost customer experiences?

Contact centers are the fuel of any business. They play an essential role in bridging communication gaps with customers and get companies up and running.

Here are a few ways predictive analytics can make all the difference for your business.

1. Help track unhappy customers

In a typical contact center, closely tracking unhappy customers is as important as earning satisfied customers. This may not be possible manually. Recording every call, monitoring conversations daily, and deriving insights from them can be a herculean task.

Using predictive analytics can, however, ease this complete process. Predictive analytics can easily track every customer, the number of calls they have made, the type of expressions they have used, competitor mentions, and any mentions of price bargains among several other capabilities.

This tracking approach helps differentiate a happy customer from an unhappy one.

Predictive analytics provide you with a complete list of unhappy customers, enabling you to use specific approaches to reach out to them. You can then offer special discounts and offers and try to resolve their issue to meet their needs. This takes us to the next point.

2. Boosts customer retention

When you have a list of unhappy customers, your capability to retain them is endless. You can target this set of customers by sending personalised messages with product updates or promotions they may be interested in. You can also make them feel special by recommending a product based on their previous purchase history through a call.

Moreover, you can have your supervisor follow up with a call and enquire if their issues have been resolved. The client can rest assured that their concerns have been acknowledged. This will make them feel noticed, thereby motivating them to return to your brand rather than moving to another.

3. Helps identify customer sentiment

Note that a particular customer may not express their sentiments over a call alone. They may be vocal over other mediums of communication while not saying anything to your agent. Therefore, you mustn’t stop mining at calling data alone.

Your customers may post their reviews, feedback, or snippets of their experiences on social media platforms. Your method of predictive analytics should be able to derive data from all these channels.

Predictive analytics helps with customer sentiment analysis. It enables you to identify problematic instances from enormous data wherein customers have expressed concerns about your brand.

When your contact center representatives are equipped with this information, it helps them handle these customers carefully. Further, your agents can use strategies to pacify the unhappy customers and alleviate their concerns, thereby boosting customer satisfaction.

4. Allows better customer lifestyle predictions

Predictive analytics make your brand proactive. It closely monitors customer browsing and purchase history and compares it with their current browsing activities. Based on this then you get invaluable insights about when your customer may need help from your agents.

This enables you to proactively reach out to customers and help them move a step further in the sales funnel. For example, if through predictive analytics, you find that a customer is unable to locate the cart or find a product on your page, your agent can simply reach out to them and resolve the issue.

This will ensure that you do not miss out on prospects and also keep your customer happy.

5. Improves customer experiences

When you can predict customer needs and then be there for them, you’re bound to have a happy clientele. After all, they’re getting help even before they realise it.

On the other side, you can forecast bottlenecks from your customer’s point of view and rectify them promptly, ensuring that you’re solving issues proactively as you go. All these factors result in improved customer experiences, thereby increasing word-of-mouth referrals.

Thus, not only do you enjoy improved customer retention, but it’s also easy for you to get new leads without having to invest too much time, money, or effort. Quite a win-win, we’d say.

Wrapping up

The delivery of customer experiences through contact centers is time-bound. The quicker your agent can resolve customer concerns, the better your company’s customer retention will be.

Predictive analytics aids you in fulfilling this important requirement. It enables you to predict customer needs and problems and allows you to attend to them before these problems escalate into issues that hamper your reputation and eventually, lead to losses.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Yukti Verma

Author

Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

Dynamics of Video Conferencing: Past and Future

Yukti Verma

Author

Interaction Hub

May 10, 2021

6 mins read eye

Table of content

Reports suggest that the video conferencing market size was valued at USD 3.85 billion in 2019 and will reach a CAGR of 9.9% from 2020 to 2027. Makes sense, right?

Covid-19 has brought about several drastic changes in the way businesses operate. Previously meetings, never-ending discussions about deals, and final closures consumed a considerable amount of time.

However, with the pandemic bringing in stringent social distancing regulations, organisations have also evolved based on these shifting needs. One such change is becoming more technology-friendly. Recent innovations have helped organisations find newer ways to communicate, add that personal touch, and ensure uninterrupted business operations.

Worth mentioning here is video conferencing, a tool that has completely transformed business communication. Let us understand more about this medium of communication in detail.

What is Video Conferencing?

In layman terms, video conferencing is a medium wherein you can see a person during interactions even if they are not around physically. This tool proves to be a boon for business owners, especially now when domestic and international travelling is at an all-time low, and they need to bridge communication gaps to nurture business relationships.

With this understanding, let us now make a comparative analysis of how video conferencing was in the past and how well it has evolved over time. Also, read on to know the details of video conferencing capabilities that may develop shortly too.

Video conferencing: the past

The concept of video conferencing was first introduced in the year 1964 by AT&T. It included a simple system with two closed-circuit TVs that were connected by a cable and used VHF (Very High Frequency) or UHF (Ultra High Frequency) connections to display the video. This set-up was mostly used in television stations to interview people or report a live programme.

Gradually, this communication tool was used by NASA and the military base of several countries. However, in the 1990s, the Internet Protocol (IP) was introduced.

This was an advanced video compression technology that allowed the video image and sound to be transmitted in smaller data packets, thereby reducing the size of the live-streamed files.

Finally, in 1994, a full-fledged, commercially viable video conferencing solution was introduced.

That was a short recap about how video conferencing came into existence.

Video Conferencing: The present

With technological advancements, businesses of various capacities became aware of video conferencing. However, it was meant to facilitate high priority meetings by fortune 500 companies across the world. It wasn’t used to casually connect with colleagues or for a virtual meeting within the company.

Even if you go back a few years, video conferencing was never the buzzword. Perhaps, you may have heard of a family friend or a relative connecting with their loved ones from a foreign country. Regardless of the situation, video conferencing wasn’t for everyone.

But, after the pandemic, things have changed drastically.

Video conferencing tools have become the lifeblood of business communication. The technology plays a cardinal role in accommodating face-to-face interactions within teams, during important meetings, and enables interactive sessions.

With several companies adopting the remote working model, it has become important to keep employees engaged. It is equally important to make them feel noticed and not left out. Video conferencing serves all these purposes and then some more.

Conducting review meetings for team members, hosting virtual conferences, connecting team members across the world, monitoring daily tasks or simply conducting team building activities, this tool can do it all for you.

The myth that video conferencing can be used only by companies or individuals who belong to a specific category no longer exists. It is now being used by everyone across the globe.

Video conferencing: the future

Video conferencing, undeniably, has a promising future. Most will agree that a visual presentation speaks louder than a simple speech. Visuals leave a lasting impression on the audience, a capability that will be leveraged to its full potential.

Video conferencing in contact centers

An important area for businesses to focus on is delivering seamless customer services. Companies try their best to offer memorable customer experiences. Although video chat and messaging apps do exist, video conferencing is becoming the new normal.

While call center representatives are doing their best to satisfy customers through phone calls, one lasting concern is that they aren’t able to look at customers when they speak. This may result in miscommunication. Call centers will widely adopt this technology to interact with customers and create a personal connection with every conversation.

For example, consider a scenario wherein an agitated customer calls your call center. He sounds normal and replies to every question of the representative sarcastically. The representative may not be able to gauge the mood of the customer without looking at him.

However, if it were a video conference, the representative would have been able to react and modify the interaction contextually.

Furthermore, when you look at a person and speak, it builds trust. Several customers may contact your call center in a day. It may not be possible to resolve all the issues presented. However, when your representative can look at the customer and assure him of a resolution at the earliest, the customer may feel satisfied. This personal connection can be established only through video conferencing.

Consider a situation wherein a not-so-tech-savvy customer contacts your call center to clarify how your headset can be used best. If the customer is unable to use your product appropriately, he may choose your competitor’s product next time. Making the customer understand the nuances of your product through a call may be difficult.

In this case, a video conference can serve the purpose. Your representative can simply connect over a video conference to provide a product demo. This will detail the proper usage of your product. The customer will see what he has heard all these days. This experience will improve reliability and loyalty.

Also, your representatives showcase your brand. When your customers see your representatives conducting themselves amicably, it builds a positive impression of your brand too. Your customers become your biggest advocates because they see what they believe in.

Video conferencing for faster and improved business interactions

That was about video conferencing in the near future. Now, coming to closing deals––while video conferencing is used in the later stages of finalising closures, businesses will begin to use it right from the beginning very soon.

Cold calling techniques will be replaced by video conferencing. Your representatives will get an opportunity to strike the right chord amongst the target audience from the first interaction itself. This will help improve the quality and credibility of these interactions which will result in faster closure of deals, improved customer acquisition, and finally, better business relationships.

So, as we see, though utilisation of video conferencing has picked pace, it will be used at a larger scale in the years to come. Businesses will choose face-to-face meetings not just during the final stages of a sales cycle or discussion but right from the initiation itself.

Wrapping up

Video conferencing is, undoubtedly, a tool to stay. Not just during this pandemic, but even after the world comes back to normal, businesses will continue to embrace this technology and make the most of it.

Hope this blog has highlighted the importance of technology not just for present-day purposes but even for the future.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Yukti Verma

Author

Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

Understanding the TRAI Guidelines that Govern Mobile Number Portability

Acefone Editor

Author

Contact Center

May 7, 2021

4 mins read eye

Table of content

India is a massive country with a diverse population and a vast user base of mobile devices and networks. With the market offering such immense potential, it isn’t surprising that the competition between telecom operators is booming.

This is a boon for users who have access to new and more affordable telecom plans every day. They can easily move from one network to another when they want to save money and avail better offers. If you wish to do the same, you need to understand the mobile number portability (MNP) rules provided by the Telecom Regulatory Authority of India (TRAI).

The authority came up with new rules and guidelines in December 2019, intending to facilitate hassle-free porting for mobile users across the country. Before explaining these rules in detail, we shall talk about number portability and how it works.

What is mobile number portability?

Essentially, mobile number portability (MNP) refers to the facility that allows users to switch from one operator to another. You may do it to get a better offer from another service provider or simply because you are not happy with your current provider.

The best part about the service is that it only changes your network provider, not your mobile number. This means that you don’t have to worry about sharing your new number with all your contacts; they will probably not even know about the switch. Additionally, you can change operators regardless of geographical location.

How you can port your mobile number

Now that you are well aware of mobile number porting, you will want to learn about the actual process. According to the latest TRAI guidelines, you will have to use a unique porting code (UPC) to be able to complete the process.

You will have to apply through your telecom provider, and they will generate the code after validating your account. The regulator will first verify your eligibility as a subscriber to port your number. Here are the eligibility criteria:

You are an active user of the current network and have been using it for at least 90 days.
You have cleared all your pending payments to the provider if you are using a postpaid service.
You have no pending contractual obligations according to the exit clause in the subscriber agreement.
Porting of the particular mobile number is not prohibited by the court of law
You will not be allowed to port the number if it is sub-judice
You will not be eligible if you have already applied to change the ownership of your mobile number

Steps to port your mobile number

Once eligibility is sorted, porting your number is pretty simple. Here are the steps you will have to follow.

Step #1:

You will have to start by sending an SMS to 1900, with the text “PORT” followed by a space and your ten-digit mobile number.

Step #2:

After step 1, you will get a UPC via SMS. It is valid for four days in all Licensed Service Areas (LSAs), except for Jammu and Kashmir, Assam, and North East LSAs. It remains valid for up to 30 days.

Step #3:

Visit the nearest customer service center of the new operator within the validity period. You will have to fill up the Porting Form and Customer Acquisition Form (CAF) here and submit your KYC document(s) as well. These include your ID proof, address proof, and photographs. Corporate connections require a NOC on the company letterhead, duly signed and stamped by the authorized signatory.

Step #4:

After you submit the forms and documents, pay a transaction fee of Rs 6.46.

Step #5:

You will get a new SIM and a message confirming the submission of your request.

How long is the process?

The new TRAI guidelines state that porting within the same circle or LSA will be done within three working days. Conversely, porting to another circle takes five days. It is a considerably shorter process now, as compared to the initial 15 days. However, there is an exception here as you can expect the process to take 30 days for Jammu and Kashmir, Assam, and other states in Northeast India.

It is important to note that you can experience a service disruption of four hours during the night when porting is done. You can also withdraw your request if you change your mind.

The process is simple––you only have to send an SMS to 1900. The text this time will be “CANCEL”, followed by space and your ten-digit mobile number. But you can send the withdrawal message only within 24 hours of your porting request.

Mobile number porting is the easiest and most hassle-free process to move to another provider without having to change your number. The new TRAI guidelines have made it quicker and all the more stress-free. You only need to follow the procedure, and everything will be done within a few days.

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Brand Building Elements That The Cloud Offers

Acefone Editor

Author

Contact Center

May 5, 2021

7 mins read eye

Table of content

The business landscape is a competitive one. And building a strong positive reputation for your brand is integral to staying ahead in the race. Cloud communication solutions provide businesses with plenty of branding opportunities. You can create a truly strong brand irrespective of the size of your business, simply by installing a cloud phone system.

Cloud solutions give you control over your branding efforts. You can add different elements to your phone system to customise the look and feel of your business, and control how it appears to customers––in everything, from caller ID on your customers’ phones to your agents’ phone number and much more in between.

The technology gives you the tools that help you build a professional identity, without having to burn a hole in your pocket. This article will show you all the elements that can help you build and maintain a positive professional brand.

Vanity number

Firstly, a vanity number is a special type of toll free number that uses alphabets instead of digits. These numbers can go a long way in making your brand memorable to customers. How many times have you had a catchy radio jingle stuck in your mind, even weeks after hearing it?

This power of vanity numbers is similar. They can easily fit into your marketing campaigns and help customers remember your brand and recall your phone number without much trouble.

For example, let’s assume you have a business that deals with bird supplies. You can ask your provider for the number 0800-BIRD-SHOP, which essentially on the keypad would translate to 0800-2473-7467. This way, you will be able to represent your brand and contant number in an unforgettable manner.

Another example of a vanity number boosting your marketing and enhancing your brand is of Hastings Insurance company. They created a phone number, 0800 00 1066, directly relating to their brand so customers would have more chances at remembering the number. The “1066” refers to the year of the battle of Hastings, so this vanity number was a clever way to keep their branding consistent and their number at the forefront of their customers’ minds.

Vanity numbers are a fantastic way to enhance branding and give your business that professional look you need to appeal to customers. The beauty of cloud communications is that any business of any size can use this. You could be a one-person business and still have a strong brand and a vanity number to make your business stand out.

Audio and text broadcasts

Sending voice and message broadcasts through your cloud communication system is an easy way to keep in touch with your clientele at once. This can be built into your omnichannel marketing campaign, with your cloud system sending out mass messages through calls, SMSes, and more.

Your broadcasts could be anything––from emergency notifications to sales promotions, customer surveys or appointment reminders. Broadcasts not only save time for your customer engagement team but also enhance your branding, and ensure you are effectively communicating via all channels.

Omnichannel marketing is important for modern-day consumers, who expect you to be available wherever and whenever they need you. By sending out a broadcast, you are able to communicate with them on multiple platforms. You can even use the data in your cloud solution to personalise this message and cut through the clutter of the many marketing messages people receive on a daily basis.

Personalised messages show that you have invested in your customer service, and therefore, give you a more professional look which customers are much more likely to respond positively to.

Caller ID

With a cloud system, you get access to a plethora of features that let you control all aspects of your business, including how you appear when you call a customer. By customising your caller ID, you can ensure that your brand is represented appropriately on your customer’s devices.

For example, if you’re dealing with customers across the UK, you might not want to appear from just one location––making your brand look more national rather than regional. You can set your caller ID to appear as a private number or a vanity number so your branding is consistent and your customers will know who is calling.

You can also deploy virtual numbers which will enable you to use local area codes to connect with your regional audience. Another option is to have a different caller ID for different departments; so, have a dedicated sales number, press enquiry number, customer service number, and so forth.

VoIP caller ID makes sure that your customers will always recognise your brand, so, they are more likely to pick up the call from a known source compared to a random number.

Another benefit of using a caller ID is that you can keep your contact details safe. Maybe, for some reason, you don’t want your customers to know the number of a certain department in your business. In such a situation, you can use a caller ID to mask your number during outgoing calls while also making sure that they recognise your brand.

0800 phone number

A free phone number is an ideal way to create an easily recognisable brand. If you are looking to appeal to customers across the United Kingdom (or even the world), then an 0800 or 0808 number is for you. These numbers give a highly professional look to any brand and can make even the smallest companies appear much larger and more professional.

0800 numbers don’t just remove geographical barriers and open you up to opportunities across regions, they also remove barriers to customers calling you. Since calls to these numbers are free, customers will have less to lose by reaching out to you. Thus, you are likely to see an influx of incoming calls and get more opportunities to sell to customers.

In terms of brand building, an 0800 number is favoured by bigger and more established organisations, so having a free phone number will naturally present your business in a good light. These numbers are economical to run through your cloud communication system, and all calls to them are directed to a device of your choice.

Ultimately, customers will just enjoy crystal clear communications whenever they contact you, at no cost to them and minimal cost to you. This is great for your company’s image. Your customer thinks of your business as a professional one that doesn’t shy away from direct customer communication.

When you open up communication lines to deal with customers’ issues and create a relationship with them, they are much more likely to trust you as a brand over someone with a premium number who is trying to make money from customer calls.

Virtual assistant

With a cloud communication system, you can have a virtual assistant to take messages when you aren’t available. Virtual assistants help your brand in two ways––first, you’ll never miss a message from a customer and will always be able to get back to them in a timely manner. Secondly, a virtual assistant makes your business appear very professional.

A lot of businesses are now taking advantage of a virtual assistant for customer interactions. After all, if you don’t have one in place, your clients will be unable to leave a message during your off-hours. This brand-building element of your cloud communication system leaves a highly professional impression on callers, and they will know you are serious about not missing a customer call.

With a virtual assistant, you also don’t need to worry about lost voicemails––you are sure to receive them with the message being forwarded directly to your email address.

Virtual assistants can also promote self-help for the customers. They can be fed with FAQs and the simple touch of a number on the keypad will allow the customer to resolve minor issues without the need of a service agent. They can also redirect the customer to the right department, eliminating the need for an additional agent to do so, while also saving valuable time on both ends.

Enhance your brand with the amazing features of cloud communication

If you’re looking to enhance your brand reputation and performance, clearly, cloud communication is the way to go. With plenty of amazing features, it makes your business appear more professional, established and reliable, streamlines work processes, and benefits customers. It is easy to strengthen your brand image in the eyes of your customers without shelling out too much!

All of these features don’t just enhance your brand, they also make it easy to run omnichannel marketing campaigns. You can broadcast messages across different channels, or use the online portal to ensure customer notes are up-to-date and your agents can deliver truly personalised service to customers on any platform of the latter’s choosing.

By using the features of a hosted phone system you can simplify and strengthen your communications and deliver smooth customer service experiences from start to finish every time.

To find out more about cloud communication and how it can help enhance your brand, connect with one of our experts today at 1888-859-0450 or drop us an email at [email protected].

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What is IVR Number & How Does It Work?

Acefone Editor

Author

Contact Center

May 3, 2021

7 mins read eye

Table of content

Customer service plays a critical role in the success of a business. Excellent customer experience can drive retention and give your organisation a competitive advantage. When it comes to meeting customer expectations, a lot depends on the impression you make at the first point of contact.

An Interactive Voice Response (IVR) might be the first thing your customer encounters. It comes as no surprise then that businesses are willing to go the extra mile to enhance IVR operations.

Let us start from scratch and explore how an IVR system helps your business irrespective of the industry.

What is the IVR number?

Essentially, the IVR number means a tool that facilitates business communication through self-service technology. It enables callers to navigate your business phone system and connect with a human operator best suited to handle their query.

The automated IVR facility routes the caller to the right department, depending on their input via the device keypad. Moreover, an IVR system is also able to answer FAQs of customers with pre-recorded messages.

While the traditional IVR system relied on dual-tone multi-frequency (DTMF) tones, it has come a long way over the years. Now, next-gen systems incorporate speech input and artificial intelligence. This enables callers to connect with relevant agents without being limited by a menu. IVR numbers go a long way in enhancing customer experience and showcasing business professionalism, making it a worthy investment for any business.

Features of IVR

Typically, IVR systems come with a range of features and integrations that empower a business in more than one way. Here are some you can explore to take your customer service a notch higher:

IVR number features

Inbound calling: With this feature, the system handles all incoming calls on the IVR-enabled number automatically. There is no manual intervention in the process. The system asks the caller to select an option in the IVR menu and routes them to the relevant agent or department. The caller can leave a voicemail if an agent is not available to address their queries at that time.
Outbound calling: The outbound calling feature enables the system to place calls to specific phone numbers automatically. It connects the call to a live agent when a caller selects a menu option for the same. The same feature can also be used to conduct surveys and gather customer feedback.
Customised voice message:A business can leverage a customised voice message feature to greet callers with when they dial the business number. The best part is that the greeting can be created in different languages based on the selection of the caller. What’s more––you can use the text-to-speech feature that comes with the IVR if you don’t want to record the message yourself.
Automatic call routing: Incoming calls can be routed to the best-suited agent or department, reducing customer frustration, enabling faster on-call resolution, and bolstering efficiency while also saving time for the agents.
Call barging and whispering: Managers can assist agents with customer interactions by barging or whispering during an active call. This helps improve the quality of interactions between agents and customers, reducing the chances of any conflicts.
Live call monitoring: Another feature that empowers call centre managers is a live call monitoring dashboard. It lets them keep track of individual agents and assess their performance with details of their active, on-hold, and historic calls.

Benefits of IVR

An IVR number is a worthwhile investment for any organisation because IVR offers numerous benefits, both from the customers’ and agents’ perspectives. Here are some you should know about.

IVR Number benefits

Professional brand image: A well designed IVR enhances your brand image by making your business accessible and available whenever a customer connects. Incoming calls are swiftly and accurately forwarded to the right agent, without any time and location constraints. This is an advantage in pandemic times when agents aren’t available in call centres but are working remotely.
Enhanced caller experiences: A personalised voice message in the customer’s language goes a long way in enhancing their journey. Further, it is more impactful when they can directly reach out to an agent or department that is most capable of resolving their queries right away. The interaction is uninterrupted as the callers are not made to hold calls or talk to different people along the way.
Better handling of large call volumes: Handling multiple calls at once during peak hours can be stressful for call centre agents. An IVR number enables the team to attend multiple calls simultaneously. Additionally, it offers missed call information that agents can use to follow up on customers and resolve their concerns.
Higher agent productivity: An IVR number can maximise agent productivity as well. It empowers them to do more with less. It can automate routine tasks that do not require human intervention. Thus, agents have plenty of time and space to invest in high-value customer interactions to facilitate higher satisfaction and retention for the long haul.
Increased first call resolution: Since callers are routed directly to the concerned agents and departments, your business can witness a significant boost in first call resolution. It translates into extensive time savings for the business and higher customer satisfaction.
Reduced call centre operation costs: As callers can resolve a majority of their queries with self-service IVRs, your business can reduce call centre operations costs significantly. Fewer people are needed to handle calls, and agents can focus on calls that really matter, yet there is no compromise with customer experience at any stage of the interaction.

Industries and use cases of IVR

IVR-enabled numbers are ubiquitous to customer-facing businesses across diverse domains. Here are some industries where they are widely used along with domain-specific use cases.

use cases of IVR number

1. Banking and finance: Checking account balance, transferring funds, bill payments, branch locators, loan follow-ups, insurance claim queries, and customer support.
2. Real estate: Connecting with real estate agents, enquiring about loans, sales and billing, customer support, and other contract-related services.
3. Telecom: Queries on new products and services, billing inquiries, customer complaints, plan upgrades, technical support, and various sales-related concerns.
4. Hospitality: Bookings and cancellations, front desk inquiries, information and room service, housekeeping services, sales, delivery follow-ups, complaints and support.
5. Travel: Airline and transport bookings and cancellations, cab inquiries, billing and refunds, itinerary changes, and customer support.
6. Energy and utilities: Bill reminders, complaints, customer self-service, surveys, technical support.
7. Healthcare: Appointments and cancellations, online consultations, billing, diagnostics, patient queries, report inquiries, and features of a healthcare app for easier access to medical services.
8. Education: Information, student services and support, fee payments and accounting, tutorials, admissions, exam queries.
9. Retail and E-commerce: Billing and exchange, delivery issues, returns and refunds, customer service and support.

IVR best practices

Having an IVR number up and running is only half the work done. You also need to follow some best practices to avail all of its benefits. Here are some that deliver the best outcomes for organisations.

Make that best first impression on callers, with a clear, warm, and personalised welcome message
Keep the IVR menu simple and use fewer levels and options
Minimise friction by making it easy for callers to connect with agents
Pay attention to the callers’ preferences and adhere to them for subsequent interactions
Reduce the time between call answering and agent availability
Inform the caller about expected wait times during hold intervals
Be mindful and non-intrusive during interactions
Make the IVR system a part of an omnichannel experience

The Takeaway

An IVR system is a simple offering with many benefits, so no organisation should miss out on it. Integrating it into your business communication programme can elevate your brand’s reputation and take caller experience to the next level.

It is best to collaborate with an IVR solution provider that offers reliable, full-featured, and budget-friendly solutions. Acefone is a name you can trust because it has been serving high-end IVR solutions to organisations of all sizes and scales across diverse domains.

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How Cloud Cryptography Helps You Transfer Content Safely?

Saurabh Sharma

Author

Business Communications

April 30, 2021

5 mins read eye

Table of content

Cloud cryptography uses encryption techniques that protect the data stored within the cloud. It protects your data from cloud operators, ensuring that it isn’t manipulated or saved on unauthorised servers.

To prevent this breach of data, cryptography in the cloud employs encryption techniques that allow users to access cloud services securely. The data hosted is safeguarded and helps protect sensitive data without delaying the delivery of information.

There are majorly two methods used to code and decode the data:

Symmetric algorithm – In this algorithm, the encryption and decryption keys are the same. It is primarily used for bulk data encryption and is suitable for both closed systems and individual users.
Asymmetric algorithm – In this algorithm, two different keys are used (public and private). The keys are not alike but paired with each other. The private key is kept secret, and you can share the public key with anyone.

How does cloud cryptography work?

Cloud cryptography uses encryption techniques in which algorithms scramble text into a code known as ciphertext. With the help of an encryption key, you can change ciphertext into plaintext by decoding it with a series of bits. With access to cryptographic keys, anyone can retrieve the servers with ease and safety. Encryption can secure three types of data.

Information at rest – When data is being stored electronically through the cloud. Example mobile devices, computer hard drives, etc.
Information in transmits – When information is being moved through connections online. Example applications, emails, browsers, etc.
Information in use – When one or more applications are processing data and it is not stored in any external storage device such as a hard drive.

Data encryption takes place in the following ways.

Full disk encryption – It is a cryptographic method that safeguards the data on your computer’s hard drive including program files and operating system. It protects all the files saved on the hard drive and automatically encrypts any file saved in the external drive or on the hard disk.
End-to-end description – In this cryptographic method, we can secure data at both ends of the communication. It prevents third parties from accessing it while being transferred from one system to another. It is the most secure way to communicate online. Example: Facebook messenger
File encryption – In this cryptographic method, data is being encrypted within the file and can be decrypted only with the correct password or an encryption key. So any unauthorised person who tries to intercept the file would not be able to access the information.
Pre-encrypted data synced with the cloud – In this cryptographic method, data is being pre-encrypted before transferring to the cloud. It prevents hackers and anyone with malicious intent from reading or accessing the data.

Cloud encryption, security, and crypto management

Cloud encryption is the simplest way to avoid the breach of data. Different companies implement data security solutions and techniques to protect sensitive data through cryptographic key management.

Due to the COVID-19 pandemic, more and more companies are investing in cloud computing services. While cloud services do improve the efficiency of an organisation, they are also susceptible to cyberattacks. To prevent such attacks, better encryption techniques and authentication tools are used, which would prevent hackers from exploiting a weakness in the cloud computing system.

Some companies choose to encrypt data before uploading it, while others encrypt data upon receipt.

Role of cloud cryptography in securing content

Cloud cryptography plays a significant role in securing content within the cloud by encryption techniques and safeguarding the data against online threats. It also issues cryptography keys that allow users to access the data. Anyone who does not have the key will not access the data and keeps it safe from unauthorised users.

An excellent way to protect data is to store it cryptographically with users maintaining control of the keys. Two types of encryption methods are

Symmetric encryption – In symmetric encryption, one key (secret) is used to encrypt and decrypt data. In this method, one can convert data into a form that is not readable for external parties. Anyone who has the cryptographic key would be able to decrypt the message into a readable format. In order to communicate via symmetric encryption method, one would need to exchange cryptographic keys.
Asymmetric encryption – In asymmetric encryption, two keys (public and private) are used to encrypt and decrypt data. These cryptographic keys are separate but are mathematically connected. The private key is kept secret or hidden, while you can share the public key with anyone.

Security in the cloud using cryptographic techniques

Security in cloud computing depends on different factors, including what type of encryption method is used, what type of key is used to encrypt or decrypt data, the key length, and type of data being encrypted, etc.

Some of the most common cryptographic techniques are –

Advanced encryption standard (AES) – It is the most commonly used symmetric algorithm. It is used to encrypt a fixed block of data (128 bits). To decipher the text, the keys may be -128, -192, and -256 bit long.
Rivest Shamir Adleman (RSA) – RSA is an asymmetric algorithm that generates a pair of keys. You can share the public key while the private key is kept as a secret. These keys are numerically linked together and generated via a one-way function.
Triple Data Encryption Standard (TripleDES) – TripleDES is a symmetric encryption technique in which three instances of double encryption standard are used on the same plain text. It is used to encrypt ATM pins and UNIX passwords.
Twofish – Twofish is a symmetric key block cypher which blocks data of 128 bits. It works slower than the advanced encryption standard (AES) and encrypts data in 16 rounds irrespective of the key’s size.

Wrapping up

Cloud cryptography uses encryption techniques that prevent the breach of data and keeps your content safe. Cryptography in the cloud issues encryption keys, thus limiting the number of people who access the data. Hackers and users with malicious intent would not be able to access the data without the keys.

Get in touch with us at 1888-859-0450 or send an email to [email protected] anytime to get started with cloud solutions.

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Saurabh Sharma

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Saurabh is a content writer at Acefone. He is a fan of standup comedy, football, and Hindu mythology. He is fond of travelling to unexplored places, meeting new people, and having newer experiences that enrich his soul. Connect with him on Linkedin

How Parties and Politicians Can Use Cloud Telephony for Better Campaigning?

Yukti Verma

Author

Contact Center

April 28, 2021

6 mins read eye

Table of content

The COVID-19 pandemic has transformed the way businesses operate, yes. They have adopted remote work and implemented several state-of-the-art technologies to emerge from this pandemic successfully.

Apart from businesses, however, other entities are also striving to overcome challenges imposed by the pandemic. With elections around the corner, how do political parties gear up for campaigning amid a lockdown?

Here’s how: cloud telephony is not just for businesses, in the current scenario, even political parties can utilise its capabilities to interact with the people.

With COVID-19 cases on the rise yet again, several states have begun to impose lockdowns with stringent rules on social distancing. Political leaders have been advised to limit public exposure and avoid gatherings.

So, how is cloud telephony being implemented by leaders this political season? Here are a few ways:

1. Provides voice broadcasting options

Automated hosted phone solutions is an emerging trend. This medium of communication is being used in a myriad of areas and the political arena is no exception.

Let us understand more about voice broadcasting as a part of cloud telephony solutions.

Voice broadcasting is a medium wherein you can record customised messages and send them to your contact list. Let us see the steps in detail.

Political leaders may record messages about their agenda
A list of recipients is prepared. This is similar to a contact list that includes the recipient’s information
An appropriate time to send the message is scheduled

The rest is taken care of by the cloud phone system providers.

What are the benefits of this solution?

2. Helps track performance

Voice broadcasting and smart dashboard application enable performance tracking for various campaigns. Individual campaign managers can gauge the number of recipients who have heard the message and shown interest. The service providers also offer advanced analytics and important campaign management data via the interactive dashboard.

3. Provides flexible options

Voice broadcasting campaigns can be scheduled at varying time slots. This is a great advantage for political parties because they can trigger the campaign at a particular time of the day when people are active and willing to listen.

Furthermore, scheduling campaigns based on time will ease the process of categorising them based on performances. Also, this solution offers last-mile connectivity, all a potential voter needs is a phone connection to attend and listen to the call.

4. Is cost-effective

Unlike other communication techniques that need additional manpower and time, voice broadcasting does not need extra resources. The text-to-speech feature allows easy recording which can be instantly broadcasted to potential voters. This saves funds and time for political leaders.

5. Enables feedback

It is pivotal for every enterprise, political or otherwise, to be able to receive feedback from their target audience. Voice broadcasting enables the same. This service can be coupled with an Interactive Voice Response (IVR). The target audience may use this option to send their feedback to the political leaders. This way, stakeholders can understand their campaign performances and gauge voter preferences.

6. Facilitates personalised messages

Different people will relate to different approaches during a political campaign. Some voters might prefer soft and heartfelt speeches whereas others may like agendas or statistics in the manifesto.

Multiple voice broadcasting campaigns will help tweak the message based on different requirements and target the voters.

7. Supports SMS marketing

Sending text messages is one of the most direct and effective mediums of communication for political parties. All they will need to do is frame their text message, prepare a contact list with telephone numbers, and send out the message.

This medium allows political parties to reach thousands of voters in a single click. Moreover, smartphones have now become a prerequisite across age groups.

When people receive this text message, they will easily understand your political message. Furthermore, you can add a call-to-action with the message. By clicking on this link, the receiver will be able to register his/her support for your political party. This way, you will be able to gauge support from different areas.

Moreover, SMS marketing does not involve any specific equipment or device that needs to be employed. It can be simply triggered with the help of the cloud telephony system. Therefore, it proves to be cost-effective as well.

8. Utilisation of UCaaS and CCaaS

Unified Communication as a Service (UCaaS) and Contact Center as a Service (CCaaS) focus on streamlining communication. They are both based on the cloud and offered by service providers.

When considering UCaaS, it intends to break through internal silos and facilitate the free flow of information across the various departments in an organisational setup. On the other hand, CCaaS improves customer experiences by integrating multi-channel communication.

Beginning with UCaaS will help maintain a centralised repository of voter information, campaign contact list, and other important details. This will eliminate individual dependencies.

In the case of CCaaS, it will provide a holistic view of the performance of different communication channels used by the politicians to contact their voters. This will include social media platforms, email, automated calls, and text messages.

Moreover, both CCaaS and UCaas offer comprehensive data related to analytics. These reports will detail individual campaign performances and constituencies that support particular politicians. This information will enable political parties to revisit their election agenda and target their voters in a better way.

Next, a combination of UCaaS and CCaaS can help conduct large scale town hall meetings. This pandemic has ruled out the chances of addressing people in person. The capabilities of UCaaS and CCaaS together can enable virtual meetings that will help politicians create a personal impact on the electorate.

In order to conduct said meetings, the stakeholder will need to inform the service provider about the virtual town hall meeting and its agenda. An appropriate link will be created. This link can be circulated across social media accounts of the political party, emails can be sent, recorded voice messages can be triggered, and the response can be measured.

While UCaaS facilitates a better collaboration of internal components of the political party, CCaaS will ensure that audience interaction is dealt with effectively. Organising these townhall meetings empowered by technological tools will help gauge the support of the voters and thereby sense their pulse.

9. CRM integration

Voice broadcasting solution readily integrates with tools like Customer Relationship Management (CRM). This supports the campaign managers to personalise messages based on receiver information. They may include the name of the receiver and could catalogue a tentative political inclination of the voter.

This cloud-based system includes toll-free numbers or vanity numbers that can be used by the political parties to either send messages or make outbound calls to reach out to their supporters. When a unique toll-free/vanity number is used in integration with the CRM, it improves the way the political party is perceived, a pivotal aspect during election campaigning.

This way of campaigning will strike the right chord among the people and help political parties win support.

Wrap up

Technology has always been the lifeboat during an unprecedented crisis. Even during this pandemic, politicians can rely on state-of-the-art, cloud-based solutions to back them during elections. These tools will help politicians reach out to their voters, strike the right chord among them, and emerge victoriously.

If you're interested in improving your business communication solution

Give us a call on

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Yukti Verma

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Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.