Evolution in the telecoms industry
Evolution has had a big impact on the way in which we have and will continue to live our lives. The process of evolution is a continuous one, with the speed at which something evolves predominantly determined by the environment of which it is in. We as the human race, have taken millions of years to evolve to where we currently are, with the speed of our evolution being determined by the world in which we live in and the way in which it has slowly changed over time.
The world of technology is in its infancy by comparison to that of the human race, but the one thing that it has done like ourselves, is that it has shown clear stages of evolution; from the first beginnings, to where it currently is now. This transformation is not unique to the Telecoms industry, like all technological environments; it has evolved, and will continue to do so at an astronomical rate. Like everything, if a business does not keep up with its industries ever-changing technological advancements, there is a good possibility that it will fall behind its competition.
Since the day in 1876 when Alexander Graham Bell made that famous call “Mr. Watson, come here. I want you.” The way in which we communicate has evolved exponentially. Now a days, the way in which businesses interconnect with one and other, still rely heavily on the telephone.
The first call was made on an electric telephone and was made by sound waves being converted into electrical signals and those electrical signals into sound waves. This method has evolved within a short period of time, with some modern telephones now able to use the internet to make all of their calls. (FYI, the internet has only been around for about 30 years and some industry experts predict that all telephone calls will be made via the internet by 2025 when ISDN is phased out and becomes unsupported)
Traditionally in a business environment, the land line telephone was used to make calls to and from potential customers to arrange meetings and that was predominantly it. Since the early models such as the candlestick and dreyfuss design we can now link the office and internal workforce, to mobile workers and pretty much anyone in the world. A modern system can not only be used to contact remote workers on mobile devices, but link into your desktop computer and tablet, track individual employee and department work loads and efficiencies, record important information and details, act as a training tool, store data and even perform as a sales tool for the likes of on hold callers.
More and more businesses are looking to move everything to a “one system” platform so that they can view everything that is going on in the business from their office desk and track all activity. Organisations are able to do this with a telephony set up from Network Telecom.
Some of the Key features include:
CTI, otherwise known as Computer Telephony Integration; as the name suggests, connects our customer’s computers with their telephones. By integrating IT and Phones systems together, CTI provides huge gains in helping an entire organisation to run more productive and become more customer service orientated.
Call Recording, enables an organisation to automatically capture each and every conversation that takes place within your organisation and replay them at the touch of a button. This tool can be used to easily settle disputes over any conversation, and allows you to double check customer orders. It can also be used to settle and legal queries as well as being an extremely good tool for staff training and monitoring levels of customer service.
Call Management and Reporting, one of the key features with this software is allowing you to manage, analyse and control your communications, whilst ensuring that missed calls never materialise into missed sales opportunities.
Mobile Integration enables you to turn your mobile device into an IP phone, providing full-featured desk phone functionality and calls over mobile data and Wi-Fi networks. This can help significantly reduce site costs.
With this ever changing environment and the rate at which technology advances, the introduction of features that can improve the overall running of your business; not just at customer service level, but actually showing positives effect on company profits. That combined with uncontrollable elements such as the phasing out of ISDN, can your business afford not to review your telecoms setup……?