When we make a voice call, the back of our mind always connects it to telephone lines! But the fact is that we are not using any phone lines for voice communications now. We are using different applications on our computers and mobile phones. We are in these exciting times where we have so many options to communicate as long as we want and the options are so many. Particularly when it comes to remote management of employees, businesses are finding In-App audio calls most effective and prevalent.
Talking about your customer service process, the quality work depends upon the problem solving efficiency and also the accessibility and accuracy of the services you have offered.
During Covid, on-premise contact centers were abandoned but customers still wanted to talk to human beings and not to the IVRs. So, many tools and software’s were introduced that supported remote work, but most prevalent was the use of voice APIs. This blog helps you understand why voice calls are still essential and what benefits do businesses derive out of it.
What Are Voice APIs?
API/Application programming interface (API) adds communications channels to any software. It is a piece of code that helps to connect two different software’s on the cloud to transfer information. It is like a plugin power that saves a lot of development time.
E.g. In case you have a software solution, you can connect it to CRM with an API. The APIs that are meant for communication channels make exchanges easier and convenient for the users.
Voice APIs give you many functions that developers incorporate to make team interactions flawless. Functions like call recording, conference calling, call routing, and text-to-speech functionalities are a few examples that can be added to your application through APIs. So if you already have an application that is used by your agents to reach customers, voice chat APIs will further facilitate adding video, social media, SMS or MMS etc. on a need basis.
Voice APIs are helping businesses to build remote working systems? Here are a few utilities that make them relevant and powerful tools for business.
1. Call Management and Recording
For a contact center, monitoring and tracking calls is imperative, because it helps device a better agent performance plan. It can deliver parameters for key performances like call handling time and customer satisfaction index etc.
These checks were only possible in an on-premise environment. With Video APIs it is not difficult in a remote or distributed environment to monitor calls. Similarly, call escalations, call transfers and doubt clarifications may be difficult to handle when agents are working remotely.
Here is where voice APIs come into action, as they give full control over transferring the calls and accessing information during customer interactions possible.
2. Voice Broadcasting Service
Bulk calls are very important in a remote setup, be it business, education or medication field. In such calls quantities do matter, but the quality of calls play a pivotal role so that no one misses out on any information? Particularly in a call centre, keeping customers informed is important as they fear waiting in call queues indefinitely. The rate of abandoned calls go up in such cases, hitting hard on the call centre performance.
In above scenarios average wait time can be informed to customers in the call queue. These are called voice broadcasts that can be easily implemented through voice APIs. Voice APIs can also be used to enable key announcements like bill reminders, alerts, notifications, feedback etc.
Broadcasts can also be used to communicate updates about your products and services to keep customers engaged while they are on wait to get connected.
3. Performs Detailed Analytics from Call Data
This function can help analyse and give a 360-degree visibility for improved business operations and quality improvements. This is a comprehensive reporting capability, which these APIs can give and can be a difficult task to achieve in a remote set up.
The analysis can provide detailed statistics, actionable insights, and powerful analytics for understanding about the customers who have called, the talk time, and their customer feedback. This data is further used to correct workflow processes, to create management reports, automate processes etc.
In fact the recorded customer service calls assist in measuring and improving customer satisfaction and look into other performance areas of the call center.
The virtual numbers can be used to advertise in marketing campaigns and the team can take the calls on these numbers from a distant location at different places. Therefore the voice call services via APIs are the best ways to run a comprehensive Analytics for Business Intelligence.
4. Intelligent Call Routing
For a good customer experience, an agent who takes the customer’s call should be the perfect person with right skills, expertise and understanding of similar problems. Ideally the customer query must be resolved at the first point of contact.
Call centres have automatic call distribution (ACD) to patch the customer who has been waiting for the longest to the first available agent. Although this reduces customers’ wait time it does not ensure that the problem will be fixed quickly and accurately without having to pass to the other agents.
As the customer passes through multiple agents, they get miffed affecting the call center performance; and the dilemma can be hacked through intelligent call routing. It makes sure that the customers are matched to the best agent.
Leverage the best functionalities and features for your remote work environment with MirrorFly
Lift your customer engagement with high quality voice interactions that strive to create for you, better and deeper customer connections. Leverage the services from the industry best voice API vendor, CONTUS MirrorFly.
MirrorFly voice APIs have the most exciting features that can turn your contact centres into contemporary offices for answering calls. Within just a modest budget MirrorFly simplifies customer interactions with features like call queuing, automatic call distribution, CRM integration, and highly interactive voice response system and makes remote working easy.
Our Contact Centre Solutions can fit every business and bring personalized in-app messaging experience to customers. Record customer feedback, track and report the calls to improve your services with the real-time analytical dashboard.
MirrorFly follows the highest security standards for customers’ trust. It uses End-to-End Encryption, AES 512 Encryption, OMEMO Encryption and KES Chain technologies which means it protects every conversation from non-authorised access.
Remote set ups are a challenging environment for orderly workflows, but Voice APIs make it easy with its power to add relevant functionalities to all business operations. We hope that you have understood the importance of in-app voice calling in this blog. Yet, if you want to discover more about how voice calling APIs can help you scale your business operations, contact sales at Mirrorfly.