previous icon Back to blog
Oct 04, 2022
4 minutes read

5 questions about Voice in Mobile Service Cloud

Thinking of customer service, the first image that comes to mind is people with headsets in a call centre. Those days are gone – with all messaging channels playing a vital role in our daily lives, the call centre has evolved into a contact centre. We expect to communicate with companies as we do with friends and family. Sometimes a quick chat will do, while another time you prefer a phone conversation. At CM.com we understand this. That’s why we’ve added Voice as a channel to Mobile Service Cloud: connecting customers and companies via phone, and any messaging channel. In this article, you’ll find out more about Voice in Mobile Service Cloud.

1.    Is it easy to call via Mobile Service Cloud?

Yes! It’s a new channel, but we made sure it is just as easy as any other channel in Mobile Service Cloud. To get you started, we’ll create a new phone number or port your existing numbers and route the traffic to your Mobile Service Cloud destination.

Next to this simple setup, voice as a channel is easy-to-use because you’ll get the same experience as any other channel. This means that agents can start using it right away and do not need extra time to learn a new channel. Every channel works the same in Mobile Service Cloud. This is called a channel-agnostic approach. The benefit? Agents can work more efficiently, and customers get a consistent customer service experience on any channel. It’s easy for everyone, regardless of channel.

2.    Do I need to install plugins, softphones, or external downloads?

No! Skip the hassle of integrating plugins, installing softphones, or downloading external tools. Adding telephony to your contact centre software is as easy as it gets with Mobile Service Cloud. Calling is vertically integrated. This means it’s entirely part of the software. You can start calling right from your browser - no other systems or software is needed. Ensure your customers and agents can get in touch with each other via phone.

Basically, you can start calling straight away. Everything you need is arranged and delivered by CM.com. You don’t need to bring in other vendors to add telephony, no other parties for SIP trunking, PBX, IVR, or anything else. We got you completely covered with end-to-end control.

Skip the hassle of integrating plugins, installing softphones, or downloading external tools. Adding telephony to your contact centre software is as easy as it gets with CM.com Mobile Service Cloud.

3.    Will customers directly speak to the right department or person?

Yes! What’s more frustrating than repeating your question over and over again, or getting connected to the wrong department? With our easy-to-use Voice FlowBuilder, you can tackle this problem and connect people directly to the right person. The simple drag-and-drop overview helps you to build your IVR flow, and it will work right from the moment you start building.

And when there are many phone calls? Then you can deflect calls with IVR for example to WhatsApp or SMS very easily. So your customer can choose to continue the conversation on a different channel, instead of waiting on the phone.

4.    Can I see how it works?

Of course, you can! Check out the demo video to learn more about Voice in Mobile Service Cloud. Rutger will show you in 4 minutes how you can start calling. See what it looks like in Mobile Service Cloud.


5.    What are the benefits of voice in Mobile Service Cloud?

Good question! To sum it all up, these are the benefits:

  1. Full call control in your browser
  2. No need for plugins, softphone, or other software
  3. Works the same as any other channel
  4. Vertically integrated and end-to-end control at CM.com
  5. Single contact for contract, onboarding, and other communication

Overall, adding Voice as a channel is so easy that you can start calling with your customers today! 

Want to learn more about Voice? Get in touch and give us a call!

Do you want to add telephony to your contact centre? Or is your customer service team still on downloaded plugins to make calls? Voice in Mobile Service Cloud can help you out. Bring all channels together in one software solution for customer service. Want to learn more about voice? Please give us a call! We are more than happy to help you bring your contact centre into today's world.

Bring all channels together in one software solution for customer service with Mobile Service Cloud

Was this article interesting?
Share it!
CM.com
connects tens of thousands of companies with millions of consumers via their mobile phone each day. Behind the scenes, from our innovative platform, CM.com makes sure companies can use these millions of messages, phone calls and payments to become part of people’s lives.

Related articles

customer service research about channels and phone
Jul 17, 2023 • Mobile Service Cloud

What are the most effective customer service channels?

If you want to update your contact details, perhaps your address, at a particular company, you'll often send a message and wait for a reply. And you wait. And wait some more. You may feel annoyed. Or perhaps you'll try to get the job done via another channel. Annoying right? Have you considered your customers may face this situation when contacting your business? Or thought how easy it is for your customers to reach you via their preferred channel?

dutch-grand-prix-service
Jun 30, 2023 • CM.com

Seamless customer support at the Formula 1 Heineken Dutch Grand Prix

In the run-up to any event, attendees will have numerous questions, such as "how do I get there," "where can I find my tickets," and "Is there somewhere to stay nearby." F1 fans often ask these types of questions before the Formula 1 Heineken Dutch Grand Prix.

Generative AI chatGPT blog about new updates
Jun 22, 2023 • Conversational AI

CM.com's next steps into Generative AI: upcoming releases for 2023

The market for generative AI has experienced significant growth, with over $14.8 billion of venture capital invested in startups building their products on Large Language Models like OpenAI’s ChatGPT and other generative AI tools. The space is booming, evident from the high number of website domain registrations in the field every week. The key challenge for most companies is to find out what will propel their businesses moving forward.

whatsapp-business-blog_image-tracking-order-updates
Jun 12, 2023 • WhatsApp

How to use WhatsApp for tracking and order updates

Even the most easy-going among us can get a bit nervous if we need clarification on what's going on with our order. We've all been there, combing through our emails from the past month, searching for payment confirmation, or fretting about whether our product has accidentally been shipped three-quarters of the way around the world to an unknown location, never to be seen again.

whatsapp-business-girl-on-phone
May 29, 2023 • Mobile Service Cloud

Service enquiries from WhatsApp Business made simple

WhatsApp has experienced over 60% growth year-on-year as a customer service channel. It’s growing fast, but what are the benefits of using WhatsApp Business for customer service? And how can customer service agents manage the increasing inbound enquiries via WhatsApp? In this blog, we'll discuss why WhatsApp Business benefits customer service and how to efficiently handle incoming messages with CM.com's Mobile Service Cloud.

Sports customer service blog
May 22, 2023 • Mobile Service Cloud

A question of sport: delivering better customer experiences

Great customer service keeps fans wanting more, but how do you deal with the ebb and flow of customer contact in sports organisations?

Telco infographic blog calling lady customer journey
Feb 13, 2023 • Mobile Service Cloud

From seamless customer service to long-term loyalty: 10 retail stats you need to know

It’s an accepted truth that converting new customers costs approximately five times as much as retaining existing ones. It’s little wonder, then, that customer experience has become a major focus for companies around the globe.

Airport
Feb 06, 2023 • Chatbots

How technology can help air travel build back better

The travel industry has endured a challenging few years through the COVID pandemic and, most recently, during the well-documented travel chaos of summer 2022. Post-pandemic, the industry has struggled to right itself, with the summer’s turmoil starkly illustrating the issues facing the industry after significant recent disruption.

eCommerce personalization sneakers
Jan 30, 2023 • Conversational Commerce

Personalisation in retail and eCommerce: there's more than 'Hi John'

Every retail and eCommerce player knows personalisation is essential. It’s how you build customer trust, make your messaging meaningful, and keep shoppers coming back. But fewer realise how deep and broad true personalisation goes.

Is this region a better fit for you?
Go
close icon