2018 Communication Trends For VT Business Phone Systems
VOIP (voice over internet protocol) and the future of this type of communication is a hot topic right now. VT VOIP Business Phone technologies are advancing at a very fast pace. Here are some of the biggest changes that will start to show up in 2018.
Customer Experience in VOIP
This is where we are going to start because it has already started to take place in many businesses that are using SASS software solutions. A customers experience can really make or break a company. If they have a bad experience, they will certainly go to social media to write reviews and tell all their friends. If they have a good experience, they will do the same, but not as readily.
VOIP will be improving the customer experience by offering channels of communication like:
- In-app service options
- Video conferencing
- Screen sharing
- Self-service options for customers
- Personalizing interactions (based on customers experience)
This is something that is growing at an alarming rate with giants like Google, Amazon, Microsoft leading the way for true artificial intelligence. There are many AI solutions on the market now that interact with customers like chat bots, search prediction, etc.. Contact centers are the next evolution for VOIP phone systems. AI will help you dig deep into all of that data and help you in chat conversations and sales tactics in communicating with customers. AI will also grow to the point where it can listen in on calls and suggest to agents how to respond to the customer to best create an awesome customer experience.
It may sound like the future, but that future is here in many cases. AI is transforming how we do business and tailoring everything to the customer’s needs and wants.
More and more companies today are developing software solutions that allow the customer to self-serve themselves through grocery checkout lines and software solutions. Many of these companies have thrown away the traditional model of buying the software outright to renting software as a solution. Self-service will become more widely available in 2018. You will be able to simply ask a chatbot, track packages online and even fix your computer issues online. Most people prefer to handle things themselves these days. They want to fix it on their own time and at their own pace. This has most definitely given rise to AI solutions that have removed the need for as many experts because the computer has replaced people.
These are trends that are taking place right now and will come to fruition in the next couple years. Technology for VT Business Phone Systems is moving forward at breakneck speeds. The next big jump for example in cell phone technology is 5g networks. They are here and will rapidly become mainstream throughout the United States.