In a groundbreaking move, Voys has unveiled its latest innovation, Voys Reach, a game-changing feature that is set to redefine the landscape of business telephony. This breakthrough technology leverages historical caller-callee relationships to enhance customer interactions and streamline communication processes.
When your company’s phone line is dialed, Voys Reach works its magic by automatically connecting the caller to the specific colleague they’ve previously interacted with. By tapping into the wealth of call data, this feature identifies the most relevant colleague to address the caller’s needs, eliminating the hassle of transfers and reducing call durations significantly.
The integration with Voys Pulse, another standard feature of Voys’ Freedom platform, ensures that the colleague chosen is available to take the call. The end result? Faster and more efficient customer service, translating into saved time and money for both the caller and the company. This enhancement creates a solid foundation for nurturing more valuable and lasting customer relationships.
This cutting-edge innovation sets Voys apart in the industry. After an extensive period of design, development, and testing, Voys Reach is now a staple for all Freedom users. It cements Voys as the sole provider of a proprietary cloud-based business PBX in the South African market with this intelligent routing component.
Described as “intelligent routing” or “smart order of ringing,” Voys Reach optimizes customer conversations by directing calls to colleagues who are most familiar with the caller’s needs. This personalized approach enhances interactions and is particularly evident in scenarios such as customer onboarding. By consistently connecting callers with the same colleague throughout their journey, Voys Reach ensures a seamless and efficient experience.
The versatility of Voys Reach is apparent in its applicability across various types of organizations. For budget-conscious businesses, the feature mirrors certain functionalities of a CRM. For those with deeply personal or sensitive client relationships, the system automatically routes regular callers to the colleagues they’ve interacted with most frequently or recently.
The technological prowess behind Voys Reach is notable. Developed using the Python programming language, the feature’s code is open source, making it transparent and adaptable. The implementation of an open source agglomerative clustering algorithm, derived from Scikit-learn, and integration of the NATS messaging system contribute to the accuracy of call routing. Additionally, the FastAPI facilitates the application of Voys Reach to outgoing call data.
The creation of Voys Reach was influenced by a combination of domain-driven design, infrastructure as code (IAC), and DevOps methodologies. By fostering multidisciplinary teams and eliminating silos, domain-driven design ensures efficient feature development. DevOps practices enhance speed and efficiency through automation, while infrastructure as code streamlines data center management, promoting flexibility and user independence.
In the South African context, where phone calls reign supreme, Voys Reach aligns seamlessly with customers’ preferences for direct human interaction. This innovation underscores Voys’ commitment to continuously enhancing its Freedom platform, adding significant value to local businesses. Voys Reach equips companies to optimize customer communication, cultivate stronger customer relationships, and ultimately deliver exceptional service.
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Company Overview
Voys is a pioneering force in the VOIP industry, consistently pushing the boundaries of telephony innovation. Their Freedom platform, featuring the revolutionary Voys Reach, sets them apart as the leading provider of cloud-based business PBX solutions in the South African market. With a commitment to customer-centric technology, Voys continues to empower businesses by enhancing communication and building meaningful customer relationships. Visit https://www.voys.co.za/ to learn more about their cutting-edge solutions and transformative impact on the industry.
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