Fran Fish, Commercial Director, VoxGen, says that in an increasingly cluttered marketplace, hosted telephony providers must differentiate themselves on customer experience, payment on results, business intelligence and long term solution success.
“Hosting is essentially a facilitator of a good experience, thus providers must ensure a high quality interaction for their customers. By investing in high grade, quality platforms along with the tools, processes and people ensures a solution that delivers results; improving customer satisfaction and lowering costs.
With the correct mix of technology, tools, processes and people, providers are able to build unique solutions which deliver against individual business cases. Show confidence in your solution, and be paid for what you deliver.
Business intelligence isn’t just about reporting the number of calls or self-service targets. The savvy clients are using this data to support non contact activities such as stock control. Using an easy-to-view online dashboard our clients can, at a glance, monitor the experience their customers are receiving, the products and services they’re interested in and how successful marketing campaigns have been.
Long term success is dependent upon monitoring, tuning and improving the solution on an on-going basis, to ensure it continually delivers. As the market changes and business goals alter, providers must ensure the telephony adapts and evolves with those changes, and it is as effective tomorrow as it is today.
“Innovation and customer experience are key to stealing a march over the competition. Brands know they have to maintain or improve customer satisfaction to retain market share, and so providers must show how costs can be cut without impacting quality (and in many cases improving quality) of the contact experience.
We’re seeing demand for hosted telephony services across all market sectors, private and public, as organisations look to reduce costs or increase their telephony capability without increasing operating fees.”