Today’s enterprise communications stack has all the modern means of getting in touch covered.
Email; SMS; webchat, video, WhatsApp, Slack and other messaging apps; even social media.
And yet, even as those multiple channels continue to evolve, the world continues to rely upon traditional voice communication.
The giants – Microsoft Teams, Cisco Webex, Zoom One – all include voice functionality. The trick for all other providers of omnichannel, unified platforms is to do the same: seamlessly integrating voice in a way which enables their customers’ agents to speak with their customers via a single, all-encompassing interface.
Picking the right vendor partner with the back-end smarts capable of delivering it all means service providers are able to shorten their go-to-market with innovative, clear voice integration that is simple to deploy and effortless to maintain.
Executed well, it also unlocks the potential for organisations to build integrated, modular communications that suit the way they do business.
“Voice remains an essential component of the business communications stack because organisations need to deliver the user experience that everyone is used to,” says Akshay John, Principal Customer Solutions Architect at Dstny for Service Providers, which offers industry-leading SBC and API middleware that ties together voice and IT.
“Each UCaaS provider does things differently but we are able to work with them all. Microsoft Teams has its own way of doing things, Cisco has its own way of doing things, Zoom has its own way of doing things. Our integration solution converts a regular voice call in a way which is easy to leverage and, most importantly, easy for any partner to sell as a service.”
Ironically, the modern, tech-dependent mobility of modern workers is fuelling the continued need for traditional voice calling capability. Voice is the fallback when inconsistent data coverage renders other digital communication channels ineffective. Even when making a voice call via an app, users still need to dial a number and their call still needs to be connected. When using an app, when there is an absence of network coverage, there needs to be the capability to use the handset native dialler for that voice call to connect through the UCaaS.
In addition, AI-powered call recording and analysis technology can deliver valuable insight into service delivery, agent efficiency, customer satisfaction, and sentiment.
“For many organisations, voice compliance is a big issue too,” says Akshay. “Every call must be logged or recorded. It’s not easy to enable that using voice on any old mobile device. We have Fixed Mobile Convergence products within our portfolio that enable any mobile handset to effectively become an endpoint within a Unified Communication platform. With this in place, all voice calls made via native dialler are handled through Microsoft Teams, Cisco Webex, Zoom and additional UCaaS’ or even on-prem IP-PBX’s. Every such call is compliant. Contact centre supervisors of remote agents, for example, are able to listen in and ensure agents are delivering the right service; tone of voice and sentiment can be detected; and all of that information can be used to improve the overall quality of wider customer engagement.”
For UCaaS providers, a high-quality voice integration solution can also create upsell opportunities. In the case of Dstny for Service Providers, its entire product range is white label and sits in the background whilst simultaneously being supported globally by 24/7 service teams.
“Our partners’ success is our success so, although we are not serving end users directly, we pride ourselves on the fact that the service we provide to our partners is of the highest quality,” says Akshay.
“The end users are our partners’ customers and that will always be the case. We take our partners’ ability to deliver a stellar service to those end users very seriously – and we are there in the background with all of our considerable resources and expertise to ensure all parties reap the rewards.”
To learn more about how Dstny For Service Providers can help your and your customers’ businesses benefit from its voice integration offering, click here.
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