The market for Voice over Internet Protocol (VoIP) services have been growing globally for many years now. Having been spurred on by the pandemic and various other factors involving digital transformations in modern business, VoIP is projected to be worth $194.5 billion by 2024.
It’s clear that there’s a significant demand for VoIP and SIP Softphones to replace traditional systems of business communication, but did you know about the vast number of use cases for the technology and how so many different industries are integrating it into their daily workflows?
Let’s take a look at how various sectors, from finance to telecom to education and travel, all take advantage of the unique features of VoIP services.
How Customer Service Can Benefit From Softphones?
The clear use case for softphone technology is any call center or customer service department. We typically see these employees engage with clients over the phone all the time, so it makes sense that empowering online LSC communications does wonder for the efficiency of these teams.
What makes VoIP apps so ideal for call centers? The answer lies in the streamlined nature of the work enabled by Softphone functionalities:
- • Call routing
- • Logging
- • Desktop interfaces and dashboards
- • Multi-channel communications
- • Integration with CRMs or workforce management tools
The high demands of customer service centers, sales, and technical support groups have called for the high reliability of VoIP services. If you want to take on larger call volumes and answer to higher standards of customer experiences without breaking the budget, VoIP is the only solution going forward.
Some platforms even allow you to monitor call history and assess agent performance. These statistics ensure that representatives perform well, customers are satisfied, and you have the data you need to make improvements in the future.
Best of all, the multi-channel nature of VoIP means that representatives can communicate with customers not only over the phone but also through online forums, live chats, and other mediums. Staying flexible is key to staying competitive.
Can Unified Communications boost eCommerce?
Whether you’re exclusively an online shop or a brick-and-mortar shop with an online component, selling online has never been more profitable. There’s no shortage of eCommerce statistics out there that will agree, and the online shopping trend extends to higher demands for digital communication.
eCommerce takes a lot of companies to work together to get right. The stores need to talk to the warehouses, which in turn need directives from management and so forth. Uninterrupted communication is key to making sure everything stays running and customers get their products on time.
Don’t forget about the interactions with your customers as well, who may need to ask about:
- • Order status
- • Order cancellations
- • Inquiries about products/services
- • Refunds
This last point is more important than you think; 4 out of 5 customers are deterred when they encounter a hard-to-follow return policy. Other features like an auto-attendant can get an incoming caller to connect with a free agent as quickly as possible, cutting down on potential frustration.
Finally, marketing teams will love the flexibility and efficiency of Softphones for sending out mass emails and texts regarding the latest sales. Marketing professionals everywhere can attest to the potency of SMS and social media marketing, and VoIP can help with all aspects of this online unified communication.
Education & Communication Technology
Have you heard of the term “EdTech” before? Education technology has been used to promote better quality instruction in all types of institutions from grade schools all the way to colleges and professional courses.
Entire service providers actually dedicate themselves to serving the unique needs and challenges of schools. They help improve daily operations, save precious funding, and raise the reputation of the institutions they work with, all with the benefits of Unified Communications.
The pandemic has certainly raised the need for remote instruction, but the same tools and technologies are still an immense boon to schools even after campuses reopen.
UCaaS Serving Finance
Have you ever heard of the phrase “money never sleeps”? The finance sector has always been a fast-paced sector, and organizations in this field understand that its high demands can only be met with robust and reliable communication services.
Softphones, for one, are often sold “as a Service.” The benefits here include:
- • No infrastructure investment is needed on your end, as the service provider handles all the hardware, installation, maintenance, and updates.
- • Higher standards of cybersecurity thanks to the many features offered by VoIP vendors. Financial institutions have to handle plenty of sensitive personal information on a daily basis, so VoIP is a natural fit.
- • Availability on any device, whether we’re talking about a desktop workstation or a smartphone on the move. Employees are able to respond to client calls and messages no matter where they are.
- • Unprecedented scalability since you don’t have to purchase new servers to support additional users. Adding new agents when you need them most is far more cost-effective this way.
- • Little to no international charges, which are useful for most banks and other institutions operating globally.
With high stakes and great competition in the sector, finance companies can only trust Voice over Internet Protocol technologies with their communication needs.
What Can Healthcare Learn From Unified Communications?
Hospitals handle multiple different jobs involving many different types of medical professionals. You have clinics, nursing homes, elderly care, and emergency rooms amongst others.
VoIP is the answer to keeping everything running well together. Hospitals can transfer calls to the right department quickly through smart answering machines and, as a result, shorten patient wait times.
Softphones are also capable of integrating with business-grade software and tools, such as electronic health records management. Pulling up the right patient information for a checkup is much faster through digital platforms.
Making Real Estate Businesses with Softphones
Many realtors can agree that real estate is a buyer’s market. Since customers have many options to choose from, ensuring smooth communication is key to making yourself stand out.
For instance, you can set up a virtual number for yourself for different purposes, which can make your agency look more credible and professional. Multimedia sharing is another excellent functionality to share images of the property without having to resort to another platform.
Companies today demand more and more features and integrations than ever. VoIP softphones are an integral part of future business communication, especially in the telecom industry. They can work well with new mobile networks like 5G and utilize emerging technologies from artificial intelligence to machine learning.
Worker mobility is the theme of the game. Employees are no longer tied to the workstations and offices at all hours, and COVID-19 has only accelerated the trend of staff using smartphones to connect with the office or even working from home. VoIP platforms allow you to implement the use of text messaging, video conferencing, and other types of communication.
Compared to traditional methods, you spend less on infrastructure and use only the mobile devices that most people already carry around. There’s also no need to worry about international charges.
As your business begins to work with partners and entities from around the globe, don’t let your communication capabilities slow you down. Standards in voice and data services mean that VoIP softphones can fill the gap where older telephony systems fail.
The Role of Communication Technology on Travel & Tourism
Travel and tourism are finally starting to see a rebound thanks to loosening pandemic restrictions. The application for softphones should be obvious here: the lack of international charges and fees is a perfect fit for travel agents.
Answering customer inquiries, even if the customer in question is oceans apart, is much easier to budget thanks to VoIP. The result is a better way to plan out an itinerary and answer travel requests.
One subset of the travel industry is the airline sector. Air travel has always been a major factor in international leisure and commerce, but it’s also notorious for its poor customer service and communication. Old telephony systems can’t keep up with today’s fast-moving world.
While airlines, in general, haven’t been having a good few years thanks to COVID-19, it’s obvious that the ones that chose to work with VoIP service providers ended up doing much better thanks to smoother communication with clients, employee flexibility, and generally more seamless customer experiences.
Seeing These Use Cases in Action
This list is just scratching the surface of the many applications of VoIP softphone technology. Digital communication has been at the forefront of growth for resellers, CSPs, B2B businesses, and many others.
Did you know that Acrobits has been serving Cloud Softphone to all types of organizations with varying needs, preferences, and pain points? Our solutions are fully-featured, well-priced, and security-conscious, hence why we’re the VoIP platform of choice for Mobile Heartbeat, Exridge, IVR Technologies, Voyant, and even the European Union.
Book a meeting today to see how Cloud Softphone can help you dominate communications within your industry, niche, and use case.