How Enterprise Grade Telephony Integration Can Boost your ROI
March 10, 2023
The most common tactic used by the sales and marketing team is to make outbound calls for lead generation. It involves making voice calls to potential customers to generate interest in a product or service. Outbound call centre outsourcing plans allow businesses to reach out to potential customers directly and build relationships with them. It also provides an opportunity to cross-sell and upsell other products and services.
Outbound calls using virtual call center software aim to identify qualified leads and potential customers who have shown interest in the product or service being offered and to schedule appointments or follow-up calls. The success of outbound calling campaigns can be measured by the number of leads generated, the conversion rate of leads to sales, and the overall ROI.
Problems during Outbound Reach Out
Outbound calls are a challenging job. One of the biggest obstacles is the frequency of customers picking up the call. The IVR of virtual call center software calls from the same number again and again. People avoid answering such numbers and may even report them as spam. Others typically refrain from receiving calls from such spam-marked numbers. Customers’ chances of picking up the phone are reduced as a result. This leads to more complications and problems, including:
- Difficulty reaching decision-makers: Outbound sales calls often involve reaching out to gatekeepers or non-decision-makers, making it difficult to connect with the person who ultimately has the authority to make a purchase.
- Time management: Outbound sales calls can be time-consuming, and it can be challenging to balance making enough calls to generate leads and having enough time to follow up on leads.
- Burnout: Making a high volume of outbound calls can be mentally and emotionally taxing. Sales reps may experience burnout if they lack adequate support and resources. This burnout further increases when the calls are not even picked up.
To avoid these problems, businesses can use AI-powered tools to improve the efficiency and effectiveness of outbound sales calls and provide support and training for sales reps to help them handle rejection, objections, and other challenges.
Enterprise Grade Telephony Integration
Enterprise-grade telephony integration refers to integrating advanced telephone system features into an organization’s communication infrastructure, such as call routing, automated call distribution, and call recording. The goal is to improve efficiency, customer service, and overall communication within the enterprise.
Every organization has a specific set of dealers and agents to integrate telephony communications. These agents work with a fixed pool of numbers. When customers are repeatedly contacted with these numbers, they recognize them and block them away, considering them spam and random sales calls. Here the enterprises need a feature that can change these numbers to increase the chances of calls getting picked up.
Rezo at Rescue
Rezo has voice AI bots that are power packed with the latest algorithms of Machine Learning and Natural Language processing. These bots integrate with dealers’ and agents’ numbers to create a pool of different numbers for a company. While calling, the CX automation platform of Rezo can dynamically allocate new phone numbers for outbound calls to improve the effectiveness of the call campaign. This can be done in a few different ways:
- Number Pooling: Rezo’s AI-powered systems can automatically assign a new phone number for each outbound call from a pool of numbers. This can help to reduce the chances of a customer recognizing the number and avoiding the call.
- Local Number Masking: AI-powered systems can automatically assign a local phone number to an outbound call, even if the call is being made from a different location. This can increase the chances of a customer answering the call, as they may be more likely to answer a call from a number that appears to be local.
- Dynamic Number Insertion: AI-powered systems can automatically insert a unique phone number into an outbound call, such as a tracking number, to track the effectiveness of the call campaign.
- Number Rotation: Conversational AI platform can rotate the phone numbers used for outbound calls so that the exact number is not used repeatedly. This can help to reduce the chances of a customer recognizing the number and avoiding the call.
Empowering Businesses with AI Integration in Telephony Systems
- Rate of Call drop decreases: Rezo’s call centre solutions are used to allocate new numbers for outbound calls dynamically can help to improve the effectiveness of the call campaign by increasing the chances of a customer answering the call.
- Predictive Analytics: AI can analyze vast amounts of data, such as customer call history, to predict future trends and needs. This eventually helps identify Upselling and cross-selling opportunities, enabling enterprises to allocate resources better and improve overall performance.
- Enhanced Productivity: AI algorithms streamline workflows, automate repetitive tasks, and provide real-time insights into call volume and agent performance. AI-powered systems can automatically dial and route calls to the most appropriate sales representative based on factors such as lead history, product interest, and availability.
- Improved Customer Experience: AI-powered telephony systems can automate routine tasks, providing quick and accurate responses to customer queries, reducing wait times, and improving overall customer satisfaction.
- Personalization: AI-powered telephony systems can gather information about customers and use it to personalize interactions, providing a more tailored and satisfying experience.
Leveraging Rezo’s Bots in Enriching AI journey
Rezo’s CX automation platform are easy to incorporate into the telephony systems, and it enhances the journey for the customer and the enterprises in the following ways:
- Logical Algorithms
Rezo AI bots allocate numbers dynamically by using logical optimization algorithms to manage the distribution of telephone numbers. This can help to ensure that the numbers are used efficiently and effectively. AI algorithms can monitor usage patterns and reallocate numbers as needed to ensure they are being used optimally. This can help to improve call routing and reduce the number of dropped or blocked calls.
- Powerful Servers
Rezo has built a network of powerful servers to maintain telephony systems stability. These servers are spread across different locations to dynamically allocate new numbers for outbound calls. This improves the effectiveness of the voice call campaign by increasing the chances of a customer answering the call and providing valuable insights into the campaign’s effectiveness.
- Seamless API Integration
Rezo can be integrated with a telephony API by using natural language processing (NLP) and machine learning algorithms to automate phone call tasks, such as customer service and sales. The API can connect the AI system to the dealer’s telephony infrastructure, allowing the voice AI to make and receive calls and interact with customers using voice commands and speech recognition. The AI can then use the dealer’s phone numbers to make outbound calls and provide customers with relevant information and recommendations based on their previous interactions with the system. The seamless integration between the AI and the telephony API can improve efficiency and customer satisfaction and improve business outcomes.
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