Business VoIP

This Week in Telecom is a weekly news round-up on VoipReview.org that aims to give our readers a fast and easy way to catch up on the latest news and top stories that are trending in the voice and telecommunications space. Check in each and every Friday to find out more about stories you may have missed in regards to new companies, mergers, trends, and other telecom advancements.

Let’s take a look at some biggest stories in telecom today:

The old adage that says “a business is only as good as its people” is important to remember, especially for organizations running contact centers. Highly skilled, knowledgeable, and motivated contact center agents will definitely help a company succeed, especially given that the customer experience has become a key differentiator in today's competitive market.

Poor call quality was considered a major deterrent and hindered the rise and adoption of business Voice over Internet Protocol (VoIP) technology early on in business communications. The infrastructure and the technology in these infancy stages of VoIP had not yet been fully developed, and inevitably caused early VoIP phone systems to suffer from delays, dropped calls, noise, and echoes--issues that were (no doubt) bad for business.

Today’s modern teams and enterprises have more ways than ever to communicate—email, phone call, instant messaging, business SMS, and audio and video conferencing—the list goes on. And establishing effective, real-time communication and collaboration is now much easier thanks to various Unified Communications (UC) platforms that integrate a number of communications channels in a single solution. With UC, businesses can not only streamline operations and boost employee productivity, they can also increase revenue and enhance customer relationships thanks to effective communication.

Numerous case studies and industry surveys highlight the importance of the customer experience in today’s increasingly connected digital world. The customer experience, which is defined as the customer’s perception of a brand as a result of his or her interaction with the company, has become a critical factor in increasing customer satisfaction, loyalty, and advocacy. There are plenty of ways businesses can ensure a positive customer experience, but perhaps one of the simplest is to make it easy for prospects and customers to contact you.