“Technology Adoption” is no more a choice but a necessity to survive. It is evident that only companies that constantly innovate and stay different have better chance to sail through these tough times to reach summit …. summit of success !!!!

Complete opening up of telecom sector by government in line with new norms post Covid , allows private enterprises to host and mange telecom resources on the cloud legally. This solution addresses the pain points of multi location small retail outlets that requires 1 – 8 extensions per outlet.

Solution In Brief

1. GSM Gateway – If Customer chooses to have SIM cards as primary trunk instead of a SIP / PRI lines
2. PRI Gateway – If Customer acquires a PRI Line from Airtel/Jio/Tata/BSNL
3. SIP Gateway – If Customer acquires a SIP PRI Line from Airtel/Jio/Tata/BSNL
4. Analog Extensions @ HO : As HO is expected to have additional extensions for administrative purposes, Customer can connect FXS & Analog extensions or IP Phones
5. IP Phones : Where ever Customer needs single or 2 extensions, it is better to connect IP Phones
6. Paging Gateway : Customer can create an IP Based Paging system for Common announcements across branches as well as create a listening mechanism on how customers are handled by providing a mic connectivity. Apart from this scheduled automated announcements like showroom closure announcement before half hour of closure or Covid norms announcement every hour can be played automatically.
7. Analog Extensions @ Branches: If any of the branches requires more than 1 or 2 extensions, then customer can connect FXS and analog extensions.
8. Mobile Extensions : For people on move eg : Top level executives, delivery boys or supervisors can have Mobile extensions who are always at reach for all branches for any coordination.
9. Work From Home : A covid compulsion, Customer can connect softphones to laptops and enable connectivity to people working from home

Retail Pain points & Solution

Other Additional Solutions

Intercom & Call Transfer : This allows people across all branches and HO to communicate with each other easily and with reliability to resolve issues or query on stocks levels etc to be better prepared to handle customers.

Voice Recording Of All Outlets : You have complete recording all calls made and received by all outlets thus can train / warn employees who are having communication issues with customers. This also helps you track wrong customer claims as committed by employees or as claimed by customers. This is bound to help enterprise in dispute handling as well as higher customer satisfaction by monitoring and training employees of phone etiquettes.

Voice Recording Of Orders : With delivery & phone orders contributing a major share in business, dispute resolution on who said what and who did what is prevalent in majority of orders. This will help not only in resolving disputes but also reconfirm the orders by listening to the recording before processing the order.

Call Billing Software : Complete Incoming / Outgoing / Missed calls are registered helping you have a proactive responses to customer calls as well as keep the expenses under check.

Voicemail / Voicemail to Email : Second waiting calls / Post office hour calls can be processional managed by voicemail for every outlet and subsequent email to showroom manger for proactive customer response 24 * 7 * 365

Voice blasting : When you customers are waiting for your special discount offers / new arrivals, there is no better way to inform with a 10 – 15 sec audio clip with delivery confirmation of how much they listened in a more effective way.

Survey : An automated survey after a week of their billing with a 20 sec call on experience with a rating would move your customers no end also help you track and proactively react if there were any lapses from your side before you lose them.

Automated Birthday / Anniversary Greetings : Touch the heart of your customers on their special occasion’s by a personalised voice messages with some special offers activated over an API from your CRM automatically.

Automated Remainders / Service closure Confirmation / Appointment Confirmations : Customer based on his business model can create various voice alerts from CRM through data merge “VERA LEVEL” customer care. Some live samples in this page – Survey – (com1pbx.com)

OTP Authentication : With ever unreliable SMS based OTP solutions for customers, you can create a voice based OTP authentication mechanism for a more assured and with delivery confirmation.

IP Based Public Address System : Customer can create an IP Based Paging system for Common announcements across branches as well as create a listening mechanism on how customers are handled by providing a mic connectivity. Apart from this scheduled automated announcements like showroom closure announcement before half hour of closure or Covid norms announcement every hour can be played automatically. The details & advantages are available in this link – IP Based PA System – (com1pbx.com)

Emergency Paging : In any event of emergency like theft or inappropriate behavior by customers, employees at any outlet can press 999 and announce a 5 sec message for all extensions for better response to any emergency.

Automated Remainder Alerts : You can create auto alerts for routine tasks for all outlets for better compliance for processes.

Bridge Conference : You can create a scheduled audio conference by dialing out and bridging them at prefixed recurring time Daily / weekly / monthly for plan of action and performance review.