A is a system that works upon voice over Internet protocol i.e. VoIP. This protocol enables users to place audio and visual calls using an internet connection with the help of their application or software installed either on a phone or computer. A virtual phone system has taken over telecommunication networks in the recent era because it offers features of audio and video calling, audio and video conferencing and virtual assistance along with a useful pool of features. This is used by businesses because the VoIP system offers the best features at affordable rates compared to the traditional telecommunication networks.
Concept of Virtual system
The virtual system, in general, means a system in which the caller is usually first handled by virtual assistants. Whenever a caller calls, black lists and white lists are checked. If the caller falls into the black list, a call is rejected, if not, the caller is firstly greeted by a virtual assistant. This virtual assistant guides the caller in pressing the buttons and leading them to the predicted department judged by the pattern of buttons pressed. If the query, enquiry, review, complaint, feedback and review is too basic in nature, a virtual assistant known as a virtual chatbot provides the caller with an adequate amount of information.
If the caller isn’t satisfied yet too, the caller is asked to press another series of buttons leading them to talk to a call representative. The call is routed to the specific department by another virtual assistant. This phone virtual is usually known as the virtual receptionist. The virtual receptionist keeps on forwarding calls in between departments and employees. The call may be in the virtual queue depending upon the availability of the concerned person.
Even, virtually assisted calls are recorded for quality and training purposes. Once the call is connected to the concerned person and the call is finished, call analytics come into play. Call analytics to save caller phone number, date and time of the call, call duration, call purpose and call transfer. Analytics use this date and groups whether the caller is a customer, user, employee or investor. This helps in further analysis. Just after cutting the call, the caller is either voice-guided to rate experience or is messaged to rate his experience. This is dependent totally upon the caller.
In some cases, callers call on public holidays, weekends or late night/early mornings at odd business hours. Here, after the above mentioned virtual procedure, if any working member of the company isn’t available, the caller is asked to leave a voice message. This voice message is furthermore emailed or messaged to the concerned department. This ensures the follow up of the client the very next working hour. This is how virtual systems work at their full potential leaving no stone unturned to have proper communication.
Virtual phone assistance saves time and plays a very important role in assuring proper external communication with clients and interested people with the company. So, this saves time for employees and lessens the cost of hiring people to do these multiple tasks. In this way, communication is reliable and scalable offering customer satisfaction.