Tactical VoIP Provisioning – How Innitel Boosts the Likelihood of Your Call Center’s Calls Being Answered

 

It’s a pretty safe bet that a lot of you that read our blog remember how hard it used to be to get a new phone number. Thinking back to the 90s and even the early 2000s and reminiscing about making calls to the phone company, sitting in a call queue, waiting for a representative, and then waiting for your work order to actually be executed is enough to give seasoned telecom veterans flashbacks.

They really do seem like the Dark Ages when compared to today’s technologies and capabilities.

Today’s phone numbers, when you think about it, really function more as unique identifiers rather than parts of a local phone system. The proliferation of mobile devices obviously had a lot to do with this shift. Landlines made us dependent on area codes, prefixes, and other localizers. Moving – in some cases even from city to city – generally meant that a new phone number had to be acquired, and then of course distributed throughout our social circles. In today’s mobile world, however, a person could move across a country while simultaneously changing their mobile carrier and still keep the same number they’d always had.

 

today’s telecom infrastructure allows companies to project a presence literally anywhere

The internet, and more specifically Voice Over IP, or VoIP, has brought many of these same capabilities to businesses. However, instead of facilitating the actual physical moves of today’s global companies, today’s telecom infrastructure allows companies to project a presence literally anywhere. Localized customer-facing experiences can be created in cases when the actual human capital is located halfway around the world.

The problem with this, of course, is that in a time when everyone has a mobile phone and CallerID, people don’t answer calls from unfamiliar numbers. If an inbound number isn’t matched to a contact, then the odds drop of the recipient answering the call. This shouldn’t really come as a surprise – it’s mostly just human nature. However, the chance of the recipient answering a call from an unfamiliar number drops even more dramatically if the number displayed isn’t local.

Make it an international number and the likelihood of the call being answered might as well be zero.

So what do you do? Is it really necessary to develop a presence in every geographic area you wish you conduct business simply for the sake of acquiring a localized phone number? Absolutely not. This is what the tactical phone number provisioning that VoIP service with Innitel Telecom makes possible.

 

Innitel can provision DID, or direct inward dial, phone numbers for you and your business in over 50 countries and 8000 area codes. Individual employees can be assigned their own phone numbers based on their target geographies, and individual marketing campaigns can be assigned phone numbers used to track return on investment. At the same time, your customers will incur no long distance charges when calling to speak with your agents. The call might take their voice across an ocean, but for the purposes of their phone bill, it might as well have been a call across town.

 

Ok, great. But, lots of people do this. What makes Innitel different from the other VoIP and DID providers?

 

Good question – and you’re right. If we left it at just DID provisioning, we wouldn’t be Innitel, would we? While we are, of course, known for the outstanding reliability and clarity of our calls, we’re also known as the company that uses software to take your VoIP environment to new heights; and DID provisioning is no different.

Battle001Fans of Star Trek: The Next Generation are familiar with The Borg. The Borg is a ruthless enemy on the show whose main danger is their ability to adapt their shields to the weapons that the Federation shoots at them. Get into a phaser battle with the Borg and you might land a couple of shots but, within seconds, they’ll have adapted their shields; thus making your phaser useless. It wasn’t until much later in the series that the Federation figured out how to randomize the modulation of their phasers and defeat the Borg’s shielding abilities.

 

Since we’re constantly thinking about VoIP and telecom, we wondered why we couldn’t do the same thing with phone numbers and CallerID and other forms of spam protection.

Take, for example, an app like True Caller. True Caller runs on smartphones and compares an inbound caller’s number to a database of spam phone numbers. It then tells the recipient if the call is legitimate or is likely a spam call. As such, thousands upon thousands of phone numbers are rendered essentially useless to marketers and other call center operators. The time spent dialing the call is wasted and there is now one more potential customer that will never hear your message.

So, what if we could adapt and randomize that phone number so that it made it through the protection and was able to reach our call recipient, regardless of their shields?

 

It sounded like a great idea, so we decided to build it.

 

With access to thousands of DID trunks, our software randomizes the phone numbers made by your outbound call center, thus significantly decreasing the likelihood of the phone number being identified as spam. At the same time, every number used is localized to the target call area.

 

This means that calls to the UK are made using localized UK phone numbers. Calls to the US are made using localized US phone numbers and, in most cases, use the recipient’s exact area code as well.

But, we still weren’t finished.

 

In our environment, every number used in these scenarios is a “real” phone number. In the event that a recipient returns a call, either from a missed call notification or as the result of speaking with a call center agent, that call is routed directly to the department that originated the first call. When your cloud-based PBX sends the call to an agent’s desk, our Information Pop-Up then automatically displays any information you might have on this customer directly on that agent’s screen.

It’s automated, seamless, requires no agent interaction – and happens simply because a recipient returned your phone call.

The opportunities that VoIP opened up for business were huge. But, when you add the power of software integration in order to augment your PBX’s capabilities, then your phone system becomes infinitely more powerful.

 

Innitel has been leading the way on cloud-based PBX integration and software augmentation for years; powering well over 500 call centers around the globe. If you’re ready to experience the successes that can occur when outstanding infrastructure comes face to face with bleeding edge software, then email us at sales@innitel.com today.