Digital voice: leave the legacy behind

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In today’s omnichannel world, businesses communicate with customers through multiple digital channels such as chatbots, SMS and social media. Despite the existence of these channels, the ability to physically speak with someone remains business critical, which is why enterprises invest in inbound and outbound voice solutions for their contact centers. But is it as possible to achieve the same digital efficiency and intelligence from legacy voice call technologies?

Digital voice management solutions help companies address the challenge of uniting various siloes – marketing, support, product development and business channels – enabling rapid deployment of voice services on an international scale. They empower businesses to manage and configure incoming, outgoing, IP and local and international calls in just a few seconds using an online management console accessible from anywhere.

Your access number in less than 2 minutes

Digital voice management solutions can also enable a business to optimize existing telephony systems, introducing the scalability and flexibility they need. By transforming legacy voice services into digital data, it becomes possible to yield the digital harvest. For example, businesses can use these systems to connect existing unified communications systems to new infrastructure. Combining digital voice management with UC systems can provide deeper security and management of user profiles, behavior and activity.

Every call provides a wealth of additional data that can also be turned into actionable information. Digital transformation, voice recognition and AI make it possible to harvest this information. This data can then be used to drive useful tools, such as consumer-facing chatbots, or to enable in-call efficiencies, such as automated appointment creation. It is possible to gather resolution data, customer satisfaction insights and more.

What happens when you analyze all this information?

Unlocking insight with data analytics

Data analysis of voice calls can already help identify anomalies in contact center operations, enabling management to identify performance bottlenecks or unsatisfactory outcomes.

Augment data analytics with AI, and it becomes possible to identify trends through machine learning: Do customers make queries at certain times of day? Can automated services field those inquiries so call service agents can address more complex challenges? Has this customer made contact regarding this problem in the past, and was it satisfactorily resolved?

Automated data mining systems can inform staff if the last query made from a specific number was adequately resolved. Fault monitoring, personalization and resolution can all be improved through intelligent application of data analytics to the information your digital voice services are already collecting.

At Orange, voice data already informs fraud monitoring and network performance management systems. The company is also developing solutions for predictive fraud detection and resolution.

“Fraud detection at contact centers is a really big issue,” explains David Chatt, Orange Business Services Global Director for Voice, who warns attacks can easily cost a business as much as $10,000 per hour. There was a 113 percent rise in fraudulent call center calls in 2018, Pindrop claims.

In the future, Orange plans to offer solutions for business analytics, using voice and other data to deliver real-time insights into how a business works and what customers need or are likely to need. “We want to not just provide the data in some kind of portal, but to be able to offer professional services to help enterprises use this data to improve their business,” says Chatt.

“A company can see real insights into how products are performing in different locations and tweak their offer in response,” he said.

Think about how one might apply real-time voice analysis during a call. Such activity may yield real-time insights, such as product fault reporting or insights into international service failures. Intelligent machine-driven data analytics may potentially identify information concerning a customer that can be used to identify new product opportunities.

Working together, AI, big data analytics and digital voice communications create increasingly valuable information that promises profound benefit to your business when properly unlocked.

Software Defined Voice: a story of numbers

 

On-demand access numbers

Just a few years ago provisioning a new line could take months. With Orange Digital Voice services, enterprises can order, configure and manage international numbers for new services or employees in under two minutes via a central console.

This makes it possible for enterprises to provision temporary office lines to handle unexpected needs; it enables disaster relief organizations to publish help lines as emergencies unfold; and it means that telephone support for new business and service propositions can be deployed fast. Available in over 160 countries, Orange Digital Voice services support APIs that empower more use of voice, from tools that help reduce call costs to identity management, chatbot integration, automated inquiry systems and integrated unified communications tools.

Together, digital voice and API-integrated systems can add efficiency to the call center, passing routine tasks to automated systems and enabling staff to focus on helping customers with more complex problems.

Find out how the Orange Business Services voice services and systems can transform your business, make you more productive and unlock deep customer insights here.