But how can you adapt your company’s channels so that your audience can receive support on any channel, anywhere, and at any time? This is the biggest challenge for Teledata in this time of digital transformation: adapting to all possible service channels so that the customer experience is exceptional. That’s why today we’ve brought you 3 things you need to know about Teledata’s Teledata Contact Center.
But first, what is Omnichannel?
The Omnichannel concept is base on the convergence of all channels use by a company.
This is the possibility of making the consumer not see the difference between the online and offline worlds. In other words, it is a powerful solution to unify service channels and provide the Teledata with the best experience with your business. However, there is a difference between an omnichannel methodology and multichannel service.
We already know that the world is increasingly multichannel
The multichannel strategy encompasses several customer service channels and there is no connection or integration between these different channels. The Omnichannel methodology is much broader, it seeks to integrate all of the company’s contact channels with the consumer, whether online or offline, and generates a lot of useful information, both for employee management and for monitoring the quality of service. Now that you know what Omnichannel is, let’s see what you need to know about Teledata’s Omnichannel Contact Center:
1 – Dashboards and reports
Teledata’s Omnichannel Contact Center provides users with real-time updates and valuable information about customer service.
This allows the company to offer the best experience to customers and have greater control over indicators and data to personalize this service. In addition to having a history of services, regardless of the contact channel use by the customer.
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2 – It’s not just URA
It is also a platform that provides a single engine for multiple channels in the same product: interactive SMS/USSD, mobile web and social (Twitter), it is possible to save up to 70% on the maintenance cost of the self-service platform.
Teledata’s Omnichannel Contact Center also has a platform for application lifecycle management, which makes management much easier.
3 – Team collaboration
Teledata’s Omnichannel Contact Center also makes life easier for agents who can access customer and service information with just a few clicks.
All this accessibility to information makes belarus phone number library the operational process more agile, productive and less stressful for agents on a daily basis. In addition, management becomes more efficient, as there is access to more complex data that provides leadership with an overview of team performance, enabling them to adjust strategies or create new ones.
With media bypass
The call is maintained directly between the Teams user and the SBC, as shown in the following diagram:
In this scenario (SBC for Teams client), the following codecs are also require: SILK, G.711, G.722, G.729. If SILK is present, it will be the preferre choice. This is because SILK uses 50% less bandwidth than similar codecs and can be scale in real time to adjust to network conditions.
Target specific users for media optimization and non-media optimization scenarios
This is an implementation strategy, which basically consists of creating a different VRP ( Voice Routing Policy ) for “VIP” users. For example:
The SBC will be the same, but it will have 2 FQDNs ( Fully Qualifie Domain Name ). For example:
* SAN: Subject Alternative Name
For each FQDN, it is necessary to have a certificate or “wildcard certificate”, which makes it possible to certify one or more FQDNs. Now you know the main points of Teledata’s Omnichannel Contact Center.
In parallel, you can also learn about cloud PBX, as this technology can positively complement your contact center. Want to know more? Contact one of our experts.
SIP Trunks
These are connections between a business agb directory phone system, the Internet, and the traditional telephone network (PSTN). SIP trunks are an essential component for connecting any PBX to the PSTN.
One of the highlights of using MS Teams is the possibility of dispensing with the legacy telephone exchange and using the application itself as a telephone system.
Direct Routing Planning
The macro steps for configuring Direct Routing in Microsoft Teams are:
Definition about on-premises SBC or hosting scenario;
Require licensing and supporte devices;
Which Session Border Controller (SBC) to use;
Definition of the digital certificate (and its issuer);
Subnet and port releases for Direct Routing; and
Media optimization (optional).
While Teams is primarily use as an internal communications tool. Microsoft has develope a way for the platform to be use as a full-fledge business phone system (PBX). With Direct Routing, you can connect your on-premises telephony infrastructure (PSTN) to Microsoft Teams and take advantage of the many benefits that only a leading unifie communications solution can offer.
