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Today the concept of the omnichannel contact center has transformed the scenario. It enables businesses to provide premium customer service through the channel of customer choice.

How to Choose the Best IVR Solution for Hospitality Sector

The hospitality sector’s business model differs from other businesses. They sell services directly, through branch locations and through a network of agents. Understandably the IVR is the first point of contact and this can be a make or break situation. It depends on the IVR solution and just how well-implemented it is into the hospitality ecosystem. Should you be considering an IVR system then these features could possibly fulfill the wish list.

Distinct yet interconnected IVR channels

Customer response quality is affected by quality of IVR response. If the IVR system is limited to only interaction with limited choices then it is not going to serve the purpose. What hospitality needs is an IVR that has distinct yet interconnected channels. To explain this, one channel relates to customer dialing in and hoping to find answers to queries that would lead to booking. The IVR should also have connectivity between customer and various branches or agents as may be required. Then the IVR should also serve employees, agents, branches and main head office of the hospitality service, for example an hotel. The second stage of the customer journey relates to booking and payment for which an IVR payment system is necessary. The third stage is when the customer turns into a guest and needs guest related service. It is a tall order calling for separation yet integration into a single IVR umbrella system that delivers services to keep customers happy and maintains records of transactions at all stages and levels.

Visual IVR

From the customer’s perspective a visual IVR solution is a giant leap forward in ease of use and speed. Considering that most customers use smartphones for a variety of transactions it would make them happy if they have a visual IVR with the screen showing the numbers to be pressed. They can jump straightaway to that number instead of navigating the voice instructions.

IVR that converses

AI has advanced far enough to endow IVRs with the capability to converse instead of simply giving out one way directions. Think of how much it would ease your burden. Think of how much it would make your customer happy to be able to converse instead of just pressing keys and that too in the middle of the night when you have no human agents available.

The IVR-CRM combine

If you are installing a new IVR then it is best to look for an IVR that has CRM integrated into it. If you already have an existing CRM then look for vendors who will integrate their IVR with your CRM. These are two sides of the customer’s delight coin. Existing customers hate having to provide details. Even an AI powered IVR that converses will benefit when it can access the CRM and greet existing customers by name.

The IVR system looks simple but it is extremely complex when one considers the diverse needs of the IVR industry and stages of customer journey. Pick the right vendor and you are halfway there to delighting your guests.

Source: https://ivrpaymentprocessingsolutions.wordpress.com/2020/02/03/how-to-choose-the-best-ivr-solution-for-hospitality-sector/

Benefits of Integrating WebRTC into your Business Video Conferencing Solution

WebRTC is gaining traction since it first put in an appearance a couple of years ago. Given its obvious advantages in that it works on a capable browser and does not need users to download software, it is the ideal conferencing solution. Further, it not only enables audio-video chats and conferences but also presentations and document sharing. WebRTC video conferencing solution is the perfect balance of cost and performance. Of course, one needs a developer to integrate it into your existing communication setup or conferencing solution but once you do you will see its benefits.

Flexibility

WebRTC lends itself easily to API integration and customization with existing business video conferencing solution. It can just as well be optimized to work in browsers like Chrome, Opera and Firefox. There is no need for any additional software to download, especially for anyone invited to join a chat or conference. They simply log in with credentials you provide and use the WebRTC video conferencing solution.

It is more than conferencing

Traditional business conference simply allows audio and video interactions. WebRTC goes beyond conferencing. You can show presentation within the video. You can exchange mail or share documents during the conference and take advantage of live interaction, the same as if you were sitting across a table. All transactions are recorded as proof or for you to review later on.

Freedom from hardware

One of the joys of WebRTC for audio-video chat is that you do not need cumbersome hardware of dedicated conference rooms with the right set up. A desktop computer with microphone, webcam and speakers are sufficient. You can use a smartphone with a capable browser to initiate a conference or join one. No hardware means no maintenance and no additional costs.

Relatively less affected by internet bandwidth and speed

When you have the right vendor expert in SVC integrations you do not have to worry about slow internet speeds causing dropped packets and loss in voice clarity or video with lags. Audio and video stay in sync and you can enjoy clear high definition audio, which is important for communications.

It becomes an everyday affair

Dedicated video conferencing means you have to set it up in advance and use a dedicated room. With WebRTC you can have collaborations and conferences all the time. Employees need not move from their desks and they can start or join a conference or chat using their desktops or mobile, from office or from wherever they are located. Teams can collaborate. Use it for training. Use it for interaction with sales and production as well as with customers.

It is free

WebRTC is free but you do pay developers for development of apps or for integration. However, WebRTC is backed by giants like Google and Mozilla and you have a community of developers contributing to its advancement. Bet on WebRTC and your solution will stay current in the time to come. Who knows? It may include AR and VR in the future as well as language translators.

The trick to getting it right is to engage experts in WebRTC developments and API integration.

Source: https://webrtcsolutions.wordpress.com/2020/01/27/benefits-of-integrating-webrtc-into-your-business-video-conferencing-solution/

5 Compelling Reasons Why You Must Have Session Border Controller for your Company

Enterprises the world over are switching over to VoIP based unified communication. While it does bring a host of facilities in its wake, UC does present issues since it is based on Internet Protocol. Some of the common issues are interworking, call routing, codec handling and, primarily, security all of which are handled competently by session border controller, a sort of firewall for SIP. You may assume that since the service provider has a session border controller at their network edge your business need not install one. The fact is that the session border controller at that end keeps that network secure but your organization and its internal network are not protected. You need SBC to keep your network safe and also for smoother operations.

Smart session control and least cost routing

Consider it from only the call aspect and you will find Asterisk SBC indispensable. SIP sessions are handled by the SBC that terminates the call and also handles least cost routing. This results in smooth and fast transfer of packets through networks that offer the lowest charges. At the same time the SBC hides internal topology while carrying out deep packet inspection. Only the correctly formatted SIP messages pass through. If IP address is blacklisted then it blocks traffic from such addresses to prevent unauthorized intrusion or misuse.

Network address translation (NAT) and SIP interoperability

One compelling reason is that SBCs carry out Network Address Translation involving mapping of private IP address to a small list of public address. SIP VoIP communications are further complicated by the fact that various companies use different flavors of SIP. SBC manages all the diversity and takes efficient care of disparities. You do not face issues in receiving calls or in outbound calls. With the SBC in place you can also record calls without having to split audio streams.

Transcoding of media codecs

The world of codecs is diverse with the old ones existing with new ones. Were it not for the session border controller it would be difficult for you to receive calls or make calls to a party that uses codecs that are different to what you use. SBC handles WebRTC, H.323 to SIP, IPV6 to IPV4 and virtually any transcoding job without you being aware of it. The only thing you will experience is flawless call quality. If your business has a variety of instruments and PBXs then you need not worry with the SBC sitting at the door and managing everything for you. Whether it is video or audio streams, the SBC translates codecs to accommodate bandwidth requirements. You will not face issue of dropped audio or jitters in video, which is important given that audio-video conferencing is so common in business these days. Further, there may be users of mobile devices and that alone brings along a host of codec issues but with the SBC at your network edge everything is taken care of.

Security

Opt for artificial intelligence embedded asterisk session border control when security is a prime concern as it should be. One of the chief reasons why businesses must install SBCs at their network edge is security. IP is vulnerable unlike TDM and you could have hackers tunneling into your network, stealing valuable data, hijacking numbers and making unauthorized use or simply launching DoS attacks that can simply bring down your communication network. Smart SBCs identify such attacks, recognize patterns, add it to their database and even learn to recognize new and suspicious activities to keep your internal networks fully secured.

Asterisk service offers asterisk SBC endowed with all the bells and whistles plus a degree of artificial intelligence and machine learning. Enjoy UC without worries when you have the SBC in place.

Source: https://sessionsbordercontroller.wordpress.com/2020/01/20/5-compelling-reasons-why-you-must-have-session-border-controller-for-your-company/

Best Session Border Controller Solution for 2020 in USA

More and more people migrate to VoIP services and the trend is likely to continue in 2020 and beyond. Wherever there is a VoIP network the session border controller must form part of the network for a variety of reasons such as security and media control as well as codec transcoding. You have hardware based SBCs on the one hand and open source SBC with the latter proving to be more flexible and adaptable to current technologies in the USA.

Older technologies will not satisfy emerging needs

Older technologies in SBCs will not be sufficient from the security aspect or signal protocol handling aspect. The best SBC for 2020 would be one that seamlessly takes care of network address translation, address all signaling protocols like MGCP, H.323 and SIP in addition to the widely popular WebRTC technologies. WebRTC technologies must connect with SIP telephony without glitches, taking care of security, signaling protocols and codecs. SBC with WebRTC included would be expected to handle:

Transcoding and routing of all audio codecs

Routing of video codecs

Security for media using SRTP

Security key exchanges using SDES and DTLS

Security using TLS layer

NAT traversal with ICE, TURN and STUN

Mobile technologies

Security needs increase

As usage of VoIP increases hackers too target such networks and the need for security increases. As such for 2020 you must have a solution in place that has features such as rate limiting, topology hiding, media control and parallel call control. These features limit calls, detect attempts at fraud and provide anonymity.

Artificial intelligence with machine learning

A vanilla session border controller is going to lag behind. Artificial intelligence with machine learning are the in thing. AI does contribute to enhanced security since it can recognize patterns or unusual behavior and issue early warning signal, not when an attack is underway. AI also works in another way at identifying and detecting attempts at toll fraud. It also enhances the way least cost routing feature works and helps to save costs. AI can do a lot but you should be able to give it direction and purpose and that is done through a GUI based SBC.

GUI

The SBC is not a black box that sits in the corner, or, to be more precise, at the edge of the network and does its job silently. Today, you want a session border controller that has a GUI to help set parameters and manage your network or even bill others if you are a service provider. The GUI makes it easy to define routing policies and define security. You can adjust or limit traffic. Get an overview of he network and statistics. Configure and manage it all through the GUI.

Lastly, it is open source session border controllers that give you better price-performance ratio. And it costs less too besides coming along with quality support from the vendor.

Source: https://sessionsbordercontroller.wordpress.com/2020/01/10/best-session-border-controller-solution-for-2020-in-usa/

How to Choose the Best Conferencing Solution in 2020

Conferencing is something businesses simply cannot do without. If you are considering purchase of conferencing solution then this brief guide should help you. It is not about brands but about features to look for in what should be the best conferencing solution for you. You can pick conferencing software based on power, performance and price or simply because it is a snap to set it up and use it.

Power

You cannot have wimpy software when you think of conferencing. It should be able to accommodate anywhere from 250 to even 1000 participants without breaking stride or faltering when presented with a huge load. Participants may be doing different things like talking with each other, some leave and rejoin. Others just listen. Some feel compelled to join in on an ongoing chat or butt in. The software simply lets everything proceed.

Performance

If you conduct a conference you will find that someone somewhere has a weak internet connection. Audio and video may make use of different codecs. Some people are sharing documents. A presentation is going on in the form of a video within a video. Some participants tend to talk loud while others can barely be heard. The software performs like a champ, equalizing and normalizing everything so you have jitter-free audio and no lapses in video. Ease of use also falls under performance. You cannot have kludgy software that needs a lot of fiddling and set up every time you want to initiate a conference or join it. Just log in with credentials and get going.

Price

Take a look at some of the best paid solutions for conferencing. You will find that rates vary. You may outright for the software. Others may be based on a per user cost. Proprietary systems cost a packet. Open source solutions like asterisk web conferencing solutions are more affordable since the platform is free and you pay for asterisk development. Then there are hosted, cloud based conferencing solutions. This should be the best provided it has power and performance to match. A simple signup gets you started. Large scale enterprises will love it and a small businessman will find it a boon.

You need hardware, no?

If a conferencing package requires you to install software and hardware then you are better off without it. You may afford it but not all participants can and that means some or all will be left out. Go for WebRTC included conferencing software. It does away with the need for dedicated hardware. Your mobile and desktop computers equipped with a browser are all you need. Anyone anywhere can be invited to join and he does not need to have software or install it. That is the solution you need for conferencing.

Security

It is all very well to use whatsapp or skype at a personal level but when you are discussing business matters you cannot be too careful about security.

The best conferencing solution for 2020 is one that probably has all or most of these features, backed by support.

Source: https://voipconferencingsolutions.wordpress.com/2020/01/03/how-to-choose-the-best-conferencing-solution-in-2020/

Get IVR System for the Hospitality Industry – Deliver Customer Delight Each Step of the Way

Hospitality is a confluence of various services covering travel, accommodation, catering, tourism and it may even include entertainment. Even within each there are several sub-categories. For instance, travel covers surface transport, air and sea. Accommodation includes everything from bed and breakfast to five star stays. Just as there are service lines there are modes of service delivery. Travel operators and hotels may serve customers directly or through a network of agents. Travel agents may have travel as the main line and hotels as the secondary line or vice versa. Then there are tour operators that rely on all these segments when they put together a package for customers. The IVR system plays a pivotal role in helping customers at all points and in all respects of their travel.

The travel agent scenario

A travel agent who deals with travel facilities like air/road/train/sea transport and accommodation will find that the IVR is the perfect way to tie together the services for easy access by customers. It is easy to configure the IVR solution to offer callers the option of travel booking and/or hotel booking to start with. Once they select an option they are walked through to flight timings and booking options. Once they book travel ticket the IVR offers an option to book a hotel room based on the chosen destination. The next step is to confirm both bookings for which the IVR sends out a text and email message. The final step could be to thank the client and hang up or guide them through to the IVR payment system. The travel agent serves hundreds of customers with just a few agents to take over if a customer desires personal interaction. Employees may leave, go on a holiday or may have finished work for the day. The IVR solution for hospitality works 24 hours a day. Customers are happy that one phone call and a few key presses lead to confirmed tickets and hotel room. It does not end there for the travel agent or the customer. The IVR has plenty in store for customers.

The next stage

The happy customer prepares to catch his flight and is pleasantly surprised to receive updates about flight timings and even about the specific gate to enter to get aboard. Once at the destination his first stop will be the hotel. The IVR kicks in again with location and directions on how to get there. Eventually the guest checks in at which stage another set of IVR options come into play. Not all customers follow the usual route. Some may have to cancel their flight ticket and reschedule, which is another area in which the IVR system assists them. It is the same with their hotel room booking that can be cancelled or rescheduled. Regardless of whether customers proceed as planned or change schedule life for them becomes a lot easier with the IVR providing solid support 24x7.

Continuing the journey

While in the hotel the IVR system again provides help for room services, for food to be brought in, for transportation, for wake up calls and for checking out. It is back to the airport to catch the return flight at which stage too the IVR provides helpful reassurance that the flight is on time.

Travel agents and hotels save precious man hours when the IVR takes on routine functions. In addition every action is recorded which can be the basis for fine-tuned analytics to further improve services. Customers like the fact that they can get the service or information whenever they want. It would be no surprise if they turn into loyal customers when they have such superb IVR support available.

Source: https://ivrsystemdesign.wordpress.com/2019/12/27/get-ivr-system-for-the-hospitality-industry-deliver-customer-delight-each-step-of-the-way/

Secure Video Conferencing Solution for Government and Army

The recent imbroglio caused by an Israeli company compromising Indian Whatsapp accounts underlines the fact that even end to end encryption offered by freeware communication solutions are simply not enough. The Indian Government’s military advised its officers to avoid Facebook and Whatsapp for official use. Governments and military need video conferencing but not just any common garden variety of video conferencing. They need highly secure, high quality, totally reliable solutions that will handle any load and work under any conditions, even in emergency situations. Asterisk Video conferencing solutions for government and army offer highest levels of security for such communications.

Full facilities and features

Video conferencing in government permits better and faster collaboration while reducing costs but security is vital in all areas such as police, courts, hospitals, ministerial communications, fire fighting and disaster relief operations as well as training. Video conferencing saves costs and facilitates work, sometimes coming in quite useful as in the case of disaster relief. One feature is WebRTC inclusion that permits encrypted and safe video conferencing, chat, document sharing and presentation feature that military and governments will find useful. Then there are times when conferencing must be absolutely confidential as happens in the case of meeting of top level administrators. WebRTC comes in useful with its inherent security features. However, Asterisk Service video conferencing solutions embed high level security protocols over existing security protocols. The solution stays compliant with country specific laws.

Protocols and security

Asterisk has embedded segregated management, media encryption and signaling encryption in its video conferencing software. Reliability and fast communications are taken care of by scalable video coding regardless of internet bandwidth and speed. Suitable procedures are incorporated in the software to assure information security and compliance needs and to detect threats in time as well as breaches if and when they do occur. The software is open to SOC2 audit, complying with privacy trust service and security principles in accordance with NIST standards.

Asterisk Service makes use of third party testing and assessment to provide reliable certification of its conferencing solution’s security aspect.

Signaling encryption is part of the architecture, taken care of by 256 bit AES over TLS encryption for endpoint and server communication. Key exchanges are handled by Diffie Hellman or RSA and the keys encrypt SRTP media traffic making it impossible for hackers to sniff packets.

Unlike normal password logins the conferencing solution for government and military makes use of tokens to identify application and user thereby providing additional security layer. Tokens have expiration time, are unique and cannot be reused. Only if the token is entered within the time period can a user participate in the conference.

Asterisk Service makes use of FIPS 140-2 cryptographic libraries to assure higher levels of security for military and government conferencing and communications.

Asterisk Service video conferencing solution for military and government is a cut above the commercially used video conferencing solution, layered with security and encryption to assure peace of mind.

Source: https://voipconferencingsolutions.wordpress.com/2019/12/20/secure-video-conferencing-solution-for-government-and-army/

How IVR Adds to Growth of Hotel Business in Different Ways

The common concept of IVR is a system for customers to call and try to find a measure of self service. IVR solutions can do more if they are properly designed and adapted to the ecosystem in which they must operate. The hotel industry is a case in point. It has various levels of activities according to the stage of a customer’s journey. From the business perspective too, it has variety in the ways business is conducted. AsteriskService IVR solution both sides and helps hotel business to grow in different ways.

The hotel business

There are thousands of individual hotels in cities across the world and there are hotel chains with branches in different countries. From the business angle the IVR can play a significant role in promoting growth.

A central service provider, for example AirBnB or OYO, can link together thousands of individuals hotels into a common booking system through the hotel IVR tailored for this purpose. Member hotels can carry out quite a few routine operations through the IVR and the service provider saves money they would spend on employees.

Hotel chains can automate some procedures through the IVR for their staff members and customers with Hotel IVR solutions from Asterisk.

Hotels normally have arrangements with agents in which case too the IVR comes in handy to allow agents to check availability of rooms and tariffs.

Hotels can implement Asterisk IVR Payment Gateway to facilitate inbound payments from customers and from their agents.

Tied to the CRM the IVR delivers a lot of information and helps in carrying out routine tasks without human intervention. Since it is available 24x7 such tasks can be available at all times.

The customer journey

Asterisk Service Hotel IVR Solution proves invaluable in providing assistance to customers at all stages of their journey.

Inquiry stage: Hotels do not have to deploy personnel to answer routine queries about rooms, tariffs and other details. These are fed into the CRM and the smart IVR brings up information on demand, 24x7. Customers in the US, for example, can easily find out about hotel rooms and tariffs in Australia.

The Booking stage: Once customers are satisfied they may progress to the next level, which is the booking stage and use the IVR for choosing a particular hotel in a particular location and booking a room of their choice for one or more days. Hotel IVR with IVR payment gateway may be used at this stage to facilitate immediate payments if a hotel stipulates advance payments.

Before reaching the hotel: Customers can dial the IVR number to get directions to the hotel. It makes them happy to know they have full support available 24x7.

In the hotel: While inside the hotel a different set of options come into play in the IVR. Customers can make use of the hotel internal services IVR option to ask for room service, laundry, catering, transport, wake up alarm, prepare the bill and even make payment.

On checking out: The IVR helps hotels to get valuable feedback from the guest once he has completed payment using the Payment IVR. It helps hotels to find out gaps in service and improve quality that will lead to more business and repeat customers.

Asterisk Service offers custom IVR development services for hotels across the world to help them fine tune services and grow business.

Source: https://ivrsystemdesign.wordpress.com/2019/12/13/how-ivr-adds-to-growth-of-hotel-business-in-different-ways/

What is Session Border Controller and the Role of SBC in a VoIP Network

A session border controller can best be described as an appliance that sits at the edge of networks. It provides an additional layer of security over core SIP network and, at the same time, facilitates media flows and incompatible signal interworking. The SBC functions as a back to back user agent taking on the role of user agent and user agent client for each signal message. While security is no less important, the importance of media components and interoperability cannot be underplayed. The session border controller blends in with the IP Multimedia System. The IMS itself is a multi layer hierarchical construct that includes, among others, 3GPP IMS technical specification TS 23.228. While hardware session border controllers were the norm today most such solutions are software based with more functionality such as least cost routing and billing.

Security with session border controller

Enterprises and service providers usually install SBC solution with the prime purpose of providing an additional layer of security for the internal network and guard it against attacks.

Hackers may carry out a scan of the internal network port to footprint the topology and then launch frauds, thefts or denial of service (DoS).

Hackers may take over a session and impersonate a caller leading to DoS, thefts and frauds.

Eavesdropping is possible wherein an attacker sniffs sessions and packets with malintent.

Attackers may take over control and reroute a call.

Malformed packets may be injected and media may be injected leading to frauds and denial of service.

The SBC provides a vital service by hiding internal topology and carrying out Network address traversal. It replaces addresses and extra headers from SIP messages. SBCs can prevent outbound telnet or SSH thereby acting as a guard against hijacking attempts. Further, real-time communication media sessions that are most vulnerable to eavesdropping are modified by the SBC through TLS encryption for SIP and SRTP. It can identify IP Packets from untrusted sources and IP packets for unsupported protocols. The result is minimization of DoS threat. Trusted traffic gains precedence over untrusted signals enabling continuity even during a DoS attack. In short, the SBC works alongside the firewall. The latter usually takes care of data security while SBC focuses more on SIP and media signals. How versatile the SBC is can be judged from the fact that it not only keeps a sharp lookout for external threats but also looks inward for attempts at toll fraud or misuse that could cause revenue losses.

Protocol differences

Today’s VoIP networks handle voice traffic as well as video and a variety of other media packets based on various codecs and protocols. Vendors may implement SIP in different ways and this causes mismatches, failures and outages. Unrecognized SIP headers can cause PBX systems to reject a message or deny access or even cause system crash. Further the firewall’s NAT function may disrupt signaling and affect media too. The SBC steps in and carries out normalization in real time thereby mitigating multi-vendor interoperability problems and service availability. VoIP networks also see fluctuating traffic in which case the SBC also plays the role of balancing bandwidth and managing traffic flows to assure smooth services. Were it not for the SBC’s capability to transcode codecs and validate protocols users would have numerous issues, particularly in today’s unified communication environment. Introduce a session border controller in the network and you have tremendous improvement in quality of service with seamless connectivity between IPv4/IPv6 and superior SIP normalization, protocol translation and NAT traversal.

Statistics and billing

While not strictly necessary session border controllers solutions can also include detailed monitoring, recording and analytics in addition to billing information.

Apart from sitting at the edge of networks SBC solutions can form the network core to step over internal topology issues or it can be included in a network core to work as a codec transcoder. Two carriers or service providers can have SBCs at each end to handle VoIP traffic in a far better way and deliver better quality of services in a safe and secure way.

Considering the fact that users require uninterrupted, secure and confidential communications and that more hackers are targeting the increased flow of VoIP traffic the session border controller is indispensable for carriers and service providers. It is also a must have for business enterprises that use VoIP for unified communications. Asterisk Service offers intelligent SBCs that are future proof and fully capable of extreme performance with built in redundancy and failsafe features.

Source: https://sessionsbordercontroller.wordpress.com/2019/12/06/what-is-session-border-controller-and-the-role-of-sbc-in-a-voip-network/

The Best IVR Solution for 2020 in the USA

No, this is not a head to head comparison of IVR packages, free or otherwise, available in the USA and elsewhere or what makes them the best. What is best in IVR can be a subjective matter. Instead, take a look at what features are desirable in IVR solutions and help to improve IVR experience and performance in 2020 for businesses across the USA.

Convergence

From being customer avoidance tools the IVR is graduating to becoming a full-fledged customer self service interactive solution. It converges effortlessly into call center solutions and IP PBX as well as social media channels. The original purpose was to handle inbound calls but with convergence with social media and CRM, the IVR finds more frequent use as an outbound messaging tool. Naturally when one considers outbound messaging the issue of customer preferences and profiling arises which brings in artificial intelligence and analytics to the package. With AI and chatbot going into the mix what we will have is IVRs that do not robotically present recorded messages but almost humanoid voice interactions. From simple queries to advanced IVR payment solutions, the future points to more integration. Businesses across the US want IVRs that are smart.

Mobile visual IVR

Key presses are not going to die out any time soon but the extensive use of mobiles dictates that if you offer IVR then it should have visual IVR suited to the mobile screen. Customers often feel like rats trapped in a maze with no option but to follow the sequence. Mobile visual IVRs give them an overview of the tree-branch structure and facilitate jumping straight to the option that suits them the best. If you are looking for an IVR in 2020 for your business in America then it is in your interests to opt for custom visual IVR with CRM integration.

Get a better one built for you

It is easy to buy clothes off the rack and then make do but then that concerns only you. IVR must serve thousands of callers and you certainly cannot expect uniform behavior from them. To present a restricted menu structure would be self-defeating so, when you consider IVR think of a dynamic IVR that you can configure and refine based on analysis of customer interactions. Talking about custom IVRs, American businesses in 2020 may choose stand alone IVR that they can integrate into existing CRMs or opt for CRM included IVR.

Multilingual

Business is global so why restrict the IVR solution to only one language? AI makes it possible to have smart speech to text translators and endow the IVR with multi-lingual capabilities. For instance, it is becoming common for IVR to recognize the country code and assign language of response based on that country’s language. Pick multi-lingual IVR and you will be ahead in 2020 by making the customer journey an enjoyable one.

Asterisk Service offers a range of customized IVR solutions for American businesses in 2020, incorporating friendly, technically advanced solutions at competitive rates.

Source: https://ivrpaymentprocessingsolutions.wordpress.com/2019/11/29/the-best-ivr-solution-for-2020-in-the-usa/

Best VoIP Solutions Provider in Germany for Businesses in Germany and Europe

It comes as no surprise that even the most fastidious German businesses are quietly migrating to VoIP communications. The benefits and advantages are too glaringly obvious to ignore. VoIP solution, one can say is an umbrella term that covers a variety of specific solutions and services. German businesses making the transition to VoIP may look at just one VoIP solution provider in Germany capable of delivering the entire suite of services or opt for specialists. The former option would be better since it gives tighter integration and reduces cost at all levels. There are options. Businesses, regardless of whether they are small, medium or large, can opt to get purpose specific solutions like IP PBX, IVR, contact center software and conferencing. You have access to various VoIP solutions providers capable of offering one or more of these. You may even opt to select different providers based on features of each package or the ability to customize the solution.

The separate vs. integrated VoIP solution

Whether a German business opts for separate VoIP solutions or an integrated one depends on their present need and anticipated future growth. For instance, in some cases it is preferable to select specific IVR solutions such as IVR for payment, for banks, for hospitality or for simply answering customer queries. This may be linked with the CRM and then again lines of API integration kept open to plug it into other VoIP apps such as IP-PBX. A purpose specific VoIP app is compact and costs less. The best VoIP solution developer can deliver purposed IVRs, WebRTC, IP PBX, call center solution, SMS broadcast and conferencing solution. There are differences and there are overlaps such as in IP PBX that you should choose to have omnichannel communications. This feature is also present in the contact center software. Both can have integrated IVRs. Then there is WebRTC for audio-video chat and conference that would obviate the need for separate conferencing solution. For instance, an IP PBX with IVR and WebRTC would be more than enough for most businesses to set up a perfectly balanced VoIP communication platform. The VoIP solution provider in Germany should be versatile enough to offer you separate or integrated custom VoIP solutions.

Language

The best VoIP solutions are of little use if they do not include German language in the menus and prompts. Suppose you opt for broadcasting solution. In this case you will want the menu to be in German and you will want the text to be in German so that any German employee with no knowledge of English can use it with ease. On the other hand, Germany does have strong business ties with other countries in the EU so you will also need multi-lingual capabilities and speech to text in any of the European languages. Choose the service provider that can provide a native German language solution.

Room for expansion, modifications and plugins

Some businesses, like startups in Germany for instance, may wish to start with bare bones VoIP solution like IP PBX. Your solution provider, in this case should be able to deliver custom solution with facility for API integration to plug in the CRM or add IVR or an appointment reminder system. As you grow you will want the solution provider to provide AGI scripting or undertake development work to suit your enhanced requirements. Pick one who is competent in all fields and you will not have to look elsewhere.

The platform and cost

Proprietary platforms, by their very nature, can be more expensive compared to open source platforms on which the VoIP solutions are built. Select a developer that has proven expertise in Asterisk, one of the oldest and most versatile open source platform for VoIP development. You get the best features at a low cost.

Asterisk Service is your best VoIP solution provider in Germany, providing everything from consultancy and guidance to development, implementation and full support.

Source: https://ivrsystemdesign.wordpress.com/2019/11/22/best-voip-solutions-provider-in-germany-for-businesses-in-germany-and-europe/

How Automated Ticketing System IVR Solution Can Make Your Work Easier

It is so easy, simple, fast, safe and convenient that you will wonder why the automated ticketing system IVR solution did not come around sooner. Who is this automated ticketing IVR for? It is the perfect ticketing system for entertainment industry, events, for travel, for cab and taxi operators, for support centers where a ticket must be generated for each caller. How does it make your life easier if you are in any of these businesses? Read on

What is the ticketing IVR?

It is a logical and natural extension of the IVR to the ticketing side of business. IVRs have been in use since some time as a self service option. The usual way is for callers to dial a number, listen to prompts and then make the appropriate choice by pressing an appropriate number on their mobile phone’s keypad. The same concept is applied for ticketing. Instead of a paper ticket an e-ticket in the form of a text message is generated and sent to the individual buying the ticket and that gains him a seat on a train or a bus or at an event or at a movie theater. It is that simple. The IVR can also include a secure IVR payment system for cashless transaction or ticket purchasers may be given the option of payment at the time of admission.

No worries about staff absenteeism

The process of manually booking and issuing tickets is cumbersome and expensive in every way. You have to employ staff to handle ticketing. You must have printed paper tickets or a computer system they can use to enter details of persons making the booking and issue a printed ticket. Just imagine how your ticket booking can be thrown out of gear due to absenteeism by staff members. You lose revenues and you lose reputation too. Opt for Asterisk Service automated ticketing system IVR solution and you are freed from this worry. You do not have to pay salaries to staff and you do not have to allocate resources and space for ticket booking. There is huge savings.

Convenient, fast and easy for customers

It is inconvenient for customers to physically visit the booking office at the time the booking window opens. It means a disruption of their routine schedule. Tickets may be sold out in which case their effort goes to nothing. Then there are movie tickets or event tickets for which there may be heavy demand. This means people have to first go to the booking office to purchase tickets well in advance and waste more time because they are not guaranteed a ticket at the time the event starts. With the anywhere, anytime booking facility people do not have to waste time to book tickets. They can book well in advance, take their pick of seats and have the assurance of being able to attend the event or view the movie of their choice.

Delight repeat customers

Take it a bit further. Link the ticket booking IVR to CRM. The CRM captures data and if a person books again they do not have to furnish their details all over again. Customers like this. They simply pick the ticket option and pay or confirm booking. It is done within a minute or so. You have delighted customers thankful to you for offering this mode of ticket booking. You can make use of customer data to send out offers and promotions from time to time and improve chances of ticket sales.

Cancellations are easy too

You may then raise a query as to what happens if buyers wish to cancel tickets they have booked for bus, train or show? It is simple. They get back into the IVR and enter details and then pick the option of canceling. They may then have the option of rescheduling too. In this case again the customer does not need to waste time and effort by physically visiting the booking office.

Less unsold tickets

Everything goes into your database. Whether it is a booked ticket or a cancelled ticket you have complete records you can analyze in order to improve business. You will see fewer situations where your tickets remain unsold when you have ticketing IVR with CRM that helps you plan and launch campaigns well in advance. Conversely, if there is a heavy rush for tickets the IVR takes on the load whereas booking staff members would be overburdened and would work under pressure. The chances of mistakes also increase, which does not happen with IVR for ticketing. Plus, if tickets are sold out then there is disappointment for those who are in the queue but this does not happen with automated ticketing IVR.

It is not just events where automated ticketing makes life easier. Customers dial into IVR expecting fast resolution or wish to speak with an agent who may be busy. They do not have to be kept waiting. The IVR issues them a ticket and the agent sees the notification. He calls back according to the ticket number.

Asterisk IVR for ticketing is easy to use, easily configurable and can plug into CRM with ease. Get it, save money, ease your work and delight customers.

Source:https://ivrsystemdesign.wordpress.com/2019/11/15/how-automated-ticketing-system-ivr-solution-can-make-your-work-easier/

How IVR Solution Impacts Hospitality Industries For All Round Improvements

Hospitality thrives on customers and giving them an above average experience leads to repeat business. Unified communication does help but the IVR in the chain could be the strongest or the weakest link depending on the type of IVR solution you put in place. It is the nature of hospitality industry that calls for a specialized IVR system in order to achieve the best impact leading to all round improvement in business.

The inquiry stage

This is the most crucial stage where a prospective decides one way or the other depending on the response. IVR is the first point of contact where a customer desires as much information as possible without spending a lot of time in key presses. Hotels do need a dynamic IVR configured to deliver information about hotels, branches, rooms, tariffs, amenities and general services. The faster the response and the more detailed it is the more are the chances of conversion.

The booking stage

It is not enough to simply allow a customer to book the room of his choice. It must be confirmed with payment, all done through the IVR system that seamlessly transitions the booking to IVR payment in a secure way. Payment may not be absolutely necessary since a customer may pay upon arrival or on departure but a pleasant experience does create a positive impression.

Intermediate stage

The customer is on the way and would like directions. He resorts to the IVR system and appreciates it when he receives pointed instructions. During this stage a customer may just as well change his booking or even cancel it in which case it should be smooth and effortless.

During occupancy

Once a guest has booked in another set of IVR queries come into play. The guest may need a service such as food delivered to their room, laundry or taxi and then, when they are about to check out they may want the bill prepared and ready. The guest may even be given the option of using the IVR payment to settle the account. The experience during this stage can prove vital to the hotel’s reputation for superior service and customer satisfaction.

Post checkout

Once again the IVR kicks in and requests the guest’s opinion on his experience. He may receive a thank you note in his mail and offers of coupons to ensure loyalty.

A guest is likely to become a repeat customer in the future and must feel welcome for which the hotel must have the IVR tied to a CRM. The next time the guest initiates the room booking procedure the IVR instantly recognizes, welcomes and jump starts the booking.

Hotels may have branches in various countries and naturally they will want the IVR to have intelligent multi-lingual capabilities to offer prompts in the language of choice of the guest. This can be automated by use of country prefix code or offering language selection in the menu.

As can be seen the IVR solution is pivotal and hospitality industry, in order to get maximum ROI, need a solution that fits in with their needs and delights customers. Asterisk Service IVR for hospitality is tailored to help hotels capture maximum customers and maximum ROIs.

Source: https://ivrsystemdesign.wordpress.com/2019/11/04/how-ivr-solution-impacts-hospitality-industries-for-all-round-improvements/

Top 10 Benefits of Incorporating Video Conferencing Solution in Business Communications

Communications has evolved from the humble PSTN telephone to VoIP, Unified Communications and now, video conferencing made easy with webRTC. Any business, small or large, will find innumerable benefits to incorporating video conferencing solution in their business communications. Here are the top 10.

1. Hold a video conference and you are sure everyone attends

Announce a conference and invariably you will find that a few invitees may not be able to participate due to distance, prior appointment or inconvenience of travel. The conferencing solution lets them attend using their desktop in office, at home or even their mobile device.

2. Focused discussions

A physical conference may extend beyond a specified time limit whereas, within a conferencing solution, you can define start and end time. This gives urgency and focus to discussions. You can get more done in a short time and avoid unnecessary talk.

3. Share documents, make presentations and video within video

Even as the online video conference progresses participants can make a presentation, show a video within video, send an email or message and put across documents. It is up to the participant to show the presentation to every one or to one person or to selected few. It is the same with conversations so, as you can see, video conferencing allows general interaction as well as one on one talk. One may join or leave or invite anyone to participate, the last of which is not easy in a traditional conference.

4. Employees like it and so do dealers and vendors

Not all executives in an organization like to spend a major part of their time in travel to attend conferences. It can disrupt their office work and their domestic life. Switch to video conferencing solution and they will like the time and bother it saves. You have better employee retention rates. The same applies to dealers and vendors who may be called for conferences from time to time. You can develop better relationships within teams, with vendors and with customers.

5. Better productivity

Video conferencing proves invaluable in promoting better productivity. Each participant can remain in his office and yet take part in the conference with full access to all data that may be required. More can be accomplished in a shorter time contributing to better efficiency and productivity.

6. Record and review proceedings

One of the best advantages of video conference is that the entire proceedings are recorded and you can review it for analysis at any time. One can always glean bits of intelligence that may have been overlooked during the conference proceedings.

7. Communicate effectively

Unlike audio conference where you have only the voice to go by, you can watch body language and facial expressions. Communication becomes more effective. In a large conference room you may sometimes not hear a speaker quite clearly and miss what he said but not so when you have a headset or speakers through which you can hear speech with absolutely clarity.

8. Employ remote workers

Video conferencing is not just for conferences to be held for top executives, dealers and customers. It can be used for more mundane, everyday tasks like interfacing with remote workers. In fact, you save a lot of money and office space when you have more remote workers who can collaborate and work efficiently through everyday video conferences.

9. Money saver

Think of all the time and effort it takes and the expenses involved. One must pay for travel, for accommodation and for food. You will need to hire a hall for conferences with attendant expenses. Short-circuit all these expenses by switching over to video conference.

10. Go one up over the competition

Stay connected with vendors and buyers. Let teams and employees collaborate better. Improve productivity and you go one up over the competition.

It is not too difficult to adopt since millenials already use video for personal chats so video conferencing is a natural progression in the work place. Get a sophisticated, easy to use, secure conferencing solution from a vendor like Asterisk Service and you are set to improve matters all around. Video conference is the new telephone.

Source:https://voipconferencingsolutions.wordpress.com/2019/10/21/top-10-benefits-of-incorporating-video-conferencing-solution-in-business-communications/

How to Choose Best Security For Your VoIP Network Using SBC

Switch to VoIP for your business communication and the underlying SIP protocol exposes you to a host of security threats. Some of the threats are enumerated below:

Denial of service and DDoS attacks that create a traffic jam. No calls can come in or get through.

Intrusion, service theft, network abuse and toll fraud resulting in excess billing/loss of revenues.

Introduction of malware into your network

Theft of vital data and identity theft

Spam, eavesdropping.

These threats can arise at the interconnect point of SIP to ITSP; trusted and managed IP networks connecting service providers to clients and untrusted access point. There are measures to take to improve security but these steps are not adequate. What you need is a strong and capable SBC solution that keeps the perimeter protected and nullifies any attempts at intrusion or eavesdropping. IP networks and codecs have evolved and you do need a state of art, intelligent and current SBC software with the right configuration to remain fully protected.

Setting up and configuring SBC for better security

A vendor may supply the session border controller software and leave it to VoIP service providers offering VoIP solutions or carriers to set up security features. Better security may be obtained by following these primary guidelines.

The primary step involves separation of untrusted and trusted networks. This is done through SIP interface, SIP media realms, delineating IP groups and use of different SRDS to segregate untrusted networks. One can delve deeper and use stricter rules applicable to proxy IP address, port and host name in classification rules. Users may go further to use secured RTP to encrypt RTP and RTCP media path to protect VoIP traffic. An important part of setting up SBC for security is to implement SIP authentication and encryption. It is necessary to configure the SBC to serve as an authentication server by sending 401 or 407 SIP response and receiving header containing user name and password. One can just as well enforce SIP client authentication by SIP proxy. It is equally necessary to define routing rules to ensure malicious messages do not infiltrate networks by setting up classification rules and defining address of IP group address. One can drill down to specifics to ensure highest level of security. It does need a knowledgeable person to go into details and set it up according to the user environment. Users would do well to set up the SBC to permit calls only with a certain SIP user-agent header value and block calls that do not fall within any specified IP group.

It is also worth defining strict IP to IP routing rules and being specific in using alphanumeric values instead of using generalized “any” or asterisk symbol.

DoS can cripple networks and a way to counter this is to define call admission control rules to regulate traffic volume. This puts a block on malicious excessive signals meant to bring down a network.

Another threat, namely, that of service theft, can be countered by being specific about configuration of identical registration intervals. If this is not done a hacker can connect without authentication and steal calls.

This just touches the tip of the iceberg when it comes to use of the right SBC from the right vendor and, more importantly, configuring it right for the best security in VoIP networking. Asterisk Service not only provided top of the line SBC solutions but backs it up with configuration services.

Source: https://sessionsbordercontroller.wordpress.com/2019/10/14/how-to-choose-best-security-for-your-voip-network-using-sbc/

How CRM Integrated IVR Works in the Corporate Sector

There is synergy in integration and this applies to the IVR-CRM combine. Corporate sectors have more to gain when they use an IVR solution with CRM at the backend rather than using them as unsynchronized channels. This is what happens when you integrate IVR solution with existing CRM to create a fluidly powerful IVR CRM.

Leads do not hang in mid air

Use a stand alone IVR and you are likely to receive leads that are left fluttering. Tie it to the CRM and the lead goes right into the data base, visible to marketers or sales personnel who can follow up and convert it into a customer whose journey continues with delight each step of the way.

Customer experience

When an existing customer calls and is piped into the IVR he does not have to identify himself. The CRM fetches his data and welcomes him. Should an agent handle the call he has full access to customer details and get down to the matter in hand for quick resolution. A multinational company can have global operations with country-specific IVR but all of the lines lead to a central CRM for easy customer management and also for campaigns from time to time.

Campaign management

Global enterprises using IVR CRM may conduct campaigns from time to time using the system and such campaigns may target existing customers with offers or simple greetings. IVR automates call and when a CRM is in the chain it fetches records and starts calls based on a set of rules, connecting to a live agent when there is a response at the other end. The campaign may target new customers. The CRM logs all activity for review and analytics. That is one benefit and the side benefit is that burden reduces on agents in the corporate organization.

Analytics

Every little bit of activity goes into the CRM through the IVR. How much time is spent on each call and the outcome is something you can find out with ease. A sale takes place somewhere and you have up to the minute information at hand, even the logistic part. Analyze each branch activity, generate graphs and have an eagle’s eye view of all operations including orders, queries, total sales and leads. Analyze employee performance, find gaps and improve performance with your CRM IVR. Know about inventory and stock movements too and use that knowledge to plan production as well as purchases.

Talk of purchase, production and inventory and the CRM-IVR integration could just as well become an extension of corporate activities in this direction with a little imagination and customization of the IVR. Vendors are drawn into the CRM loop and that makes the task of managers in multinationals just that little bit easier.

Asterisk Service integrates existing CRMs and powers up your communication to help you accelerate your growth in competitive markets.

Source: https://ivrsystemdesign.wordpress.com/2019/09/30/how-crm-integrated-ivr-works-in-the-corporate-sector/

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