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Converged Contact Solutions – technology on your terms

27 Jul 2022

This blog was written by Martin Classen, CPO Enreach

We live in a world full of multiple forms of contact existing as separate islands. Imagine if all those stand-alone, individual ways of connecting — fixed voice, mobile, video, chat, email, SMS, social channels and more — could be seamlessly integrated into one super easy, user-controlled, context-based and flexible environment accessible from anywhere. That’s what we call Converged Contact, and it is already here. We go as far as saying that unified communications is old news and has evolved into Converged Contact.

Converged Contact Solutions from Enreach bring together all those forms of contact, with fixed-mobile convergence, productivity tools, CRMs, contact centre functionality, marketing automation and more. These are all underpinned by Enreach’s superior network strengths in Europe (both fixed and mobile).

However, Converged Contact is about people and business, not technology (which is just the enabler). Individuals and teams can focus on meaningful conversations with colleagues and customers. At the same time, collaboration is enriched so that shared experiences are as good — or even better — as being in the same room. This digital workplace works for people with effortless, intuitive and invisible technologies. Plus, identities are managed across locations, devices, networks and applications so that individuals can set their contactability.

Converged Contact Solutions in action

Here’s an example. You are in a Teams meeting, and because the system knows you are unavailable, all calls to your mobile or desk-phone are automatically routed to voice mail. Alternatively, the system sees a call is from a customer and routes it to a colleague, so you are not distracted, and the customer is kept happy. When you finish work at 5 pm, all calls are routed to voicemail or a team member who is on call so that you can focus on family time.

It is also simple to switch between contact channels. For instance, you have an online chat with a customer about a current order, and it becomes clear that a voice call would be better. So, you switch the chat to voice and have instant on-screen access to the order’s details. You can even add in video and screen-share. The whole conversation is also captured into a centralised workflow.

Finally, you are on the train on the way home. It has been a long day, but you still have some important calls to make. First, you call a customer from your office extension number from your mobile. Second, you call a colleague just using your business mobile ID. Third, you call your kids using your personal ID to let them know you will be home in half an hour. 

Making Converged Contact Solutions happen

Converged Contact is not just some futuristic concept: we are already delivering our first steps in Converged Contact Solutions to our customers and partners across the region. Those foundations will be continuously added to, using our rapid innovation techniques and technology platform. Through our buy-and-build strategy, we have been working in the background on our Converged Contact Solutions for some time, bringing together some of the best technologies and brains in the industry.

Today, we are one integrated Enreach family uniquely positioned to deliver Converged Contact Solutions, with the breadth and depth of telecom services, contact center functions, productivity tools, mobile expertise, and connectivity. The bridge between IT and comms has now been created so that users can enjoy one seamless technology experience. Plus, a ‘mobile-first’ approach is central to Enreach’s strategy, giving people the freedom to work better from anywhere, at any time.

Context is an essential part of our vision for Converged Contact, enabling different contact streams to integrate with both our own and third-party apps to provide customised workflows. Plus, we are partner-friendly, working with them to develop the ecosystem of Converged Contact Solutions across the region. We are also dedicated to Europe, understand the specific needs of local markets, and can provide same-timezone support in local languages.

We are excited to work with our entire Enreach community — customers, partners and employees — at the start of this new era that will revolutionise how people communicate, collaborate and work. Technology that goes beyond expectations and works around people and business:  Converged Contact Solutions are the future, available right now.

 

This blog was published on Comms Business

FAQs

What are Converged Contact Solutions?

Converged Contact Solutions are a technological approach that consolidates multiple communication channels into a single platform. This integration allows for streamlined communication and enhanced customer engagement.

How can Converged Contact Solutions be customized?

These solutions can be customized based on individual or business-specific requirements. Various communication channels, such as voice calls, emails, and instant messaging, can be integrated based on specific needs, providing a personalized communication experience.

Why is customization important in Converged Contact Solutions?

Customization is crucial as it allows businesses to tailor their communication channels according to their unique needs. This aids in improving efficiency, enhancing customer satisfaction, and ultimately driving business growth.

Can Converged Contact Solutions cater to business-specific requirements?

Absolutely. In fact, one of the key strengths of Converged Contact Solutions is their ability to adapt to diverse business requirements. They can be scaled up or down and fine-tuned to align with the specific operational and strategic needs of a business.

How do individual requirements factor into Converged Contact Solutions?

Converged Contact Solutions can be tailored to meet individual requirements, such as personal communication preferences and habits. This ensures a seamless and intuitive user experience, fostering better engagement and improved productivity.

What is VoIP in the context of Converged Contact Solutions?

VoIP, or Voice Over Internet Protocol, is a technology that allows voice calls to be made over the Internet, instead of traditional landline or mobile networks. In Converged Contact Solutions, VoIP plays a crucial role by enabling voice calls to be part of the integrated communication platform.

How does call routing work in these solutions?

Call routing in Converged Contact Solutions involves directing incoming calls to the appropriate department or person within a business. By having a single platform for all communications, businesses can efficiently manage and route calls, improving customer service and reducing wait times.

Can Converged Contact Solutions be cloud-based?

Yes, Converged Contact Solutions can be cloud-based, offering businesses the flexibility and scalability of cloud technologies. This means businesses can easily adjust their communication capabilities as their needs change, without any significant hardware or software investments.

Is it possible to record calls with Converged Contact Solutions?

Indeed, call recording can be an integral part of Converged Contact Solutions. This feature allows businesses to maintain records of their interactions with customers for quality control, training, or compliance purposes.

What is the role of SIP trunking in Converged Contact Solutions?

SIP (Session Initiation Protocol) trunking is a method of sending voice and other unified communications data over the Internet. In Converged Contact Solutions, SIP trunking can help businesses streamline their communications, reduce costs, and enhance productivity by eliminating the need for traditional phone lines.

How can Converged Contact Solutions enhance the customer experience?

By integrating multiple communication channels into a single platform, Converged Contact Solutions offer customers the convenience of reaching businesses through their preferred channel. This, along with features like call routing and recording, can significantly enhance the customer experience by ensuring efficient, effective, and personalized communication.

What is a Softphone in the context of Converged Contact Solutions?

A Softphone is a software application that enables IP phone calls from computing devices.

What does Inbound and Outbound signify?

Inbound refers to incoming calls or requests, typically initiated by the customer. Outbound refers to outgoing calls or initiatives, often made by the company for sales or customer service reasons.

What is the role of an Attendant in a phone service?

An Attendant, often automated (auto-attendant), handles call management, routing calls to the appropriate recipients within a business.

What is a Hosted PBX?

A Hosted PBX or IP PBX is a business phone system where telephony services are provided over the internet.

How does call-forwarding work in VoIP service?

Call-forwarding in VoIP service allows you to redirect incoming calls to different devices, ensuring you never miss a call.

What is the difference between analog and VoIP phone systems?

Analog phone systems transmit voice over a physical line while VoIP phone systems use digital technology to send voice data over the internet.

What's the significance of Scalability in a PBX system?

Scalability allows a PBX system to be expanded or reduced easily, allowing businesses to adjust their phone systems to their current needs.

How is a Telephone System deployed in a business?

Deployment of a telephone system involves setting up the infrastructure and software, like PBX systems and VoIP services, to handle business communications efficiently.