CX Demo

Author: Franz Malten Buemann

  • SIP Trunking vs VoIP: What’s the Difference?

    SIP and VoIP are two acronyms often used by call center managers who sort of know what they mean, but also sort of… don’t.  Fair enough! Acronyms abound in the call center universe. It can be very tricky to navigate the intricacies of call center management and technology, and often, the language used just makes things more confusing. 
    When it comes to VoIP and SIP, the terms are often used interchangeably, but they are different, and knowing these differences can add strength to your call center processes. We’re here to help! Let us explain the ins and outs of VoIP, SIP, and SIP trunking, and demonstrate how they can complement each other in your contact center environment.
    Athough we introduced this topic with the hundred dollar question (what’s the difference between SIP and VoIP?), a better question is:

    How do SIP and VoIP work together, and how can my contact center benefit? 

    VoIP, SIP, and SIP Trunking 
    Let’s start with some definitions.  
    What is VoIP?
    VoIP is an acronym for voice over internet protocol and, in some ways, that says it all. A VoIP call is an internet-powered voice call, and a popular alternative to the good old-fashioned landline phone call. 
    What is SIP?
    SIP, or session initiation protocol, is different but closely related to most VoIP applications. SIP is a network signalling protocol for setting up, maintaining, or ending communications sessions, which can include (but is not limited to) VoIP calls. SIP also facilitates other types of communications over the Internet, including multimedia messages like video calls, texts, and photo sharing.  
    What about SIP trunking?
    And where does the term “trunking” come in? In the before-Internet days, a trunk referred to a telephone line that served multiple customers, instead of one telephone line for one customer. Similarly, SIP trunking allows for shared access to a telecommunications network by multiple users. It’s common to think of a SIP trunk as a bundle of phone lines, but in fact, it’s really a single (virtual) connection with the capacity to host many simultaneous calls.  
     

    What are the Differences? 
    When considering VoIP and SIP trunking technology, there are a few key differences that illustrate how they work, and more importantly, how they work together: 
    As we’ve mentioned, VoIP services offer only one type of communication: voice calls over the internet. SIP, on the other hand, is more versatile and can handle multiple types of sessions, including VoIP or voice calls, video calls, text messages, and more 
    The vast majority of providers offer SIP to enable peer-to-peer VoIP calls and PSTN interconnection. SIP is the most popular protocol in the VoIP suite used by carriers today. Its ubiquity offers many advantages to its users, including easier implementation and reliable compatibility with many systems. 

    FACT:
    Flexibility and convenience for your customer should be top priority to help boost your customer satisfaction scores. Fonolo Voice Call-Backs empower your customers by giving them the option to “press 1” for a call-back. Fonolo will then wait in queue for the customer and they will receive a call-back once it’s their turn.  

    What are the Benefits of using VoIP and SIP Trunking Together? 
    SIP and VoIP work great together and there are a number of reasons why they’re such a popular combination in the modern contact center.  

    Both systems provide cost savings to contact centers over traditional PSTN systems. 
    Customers can choose voice, video, or other channels with a SIP-enabled call center. 
    SIP-enabled VoIP calls scale with your business easily to accommodate growth. 
    You can reduce or eliminate hardware costs with the ability to deploy either system in a software-based environment. 
    They easily integrate with your other systems and vendors.
    The post SIP Trunking vs VoIP: What’s the Difference? first appeared on Fonolo.

  • How Marketers Are Preparing for A Potential TikTok Ban

    Welcome to HubSpot Marketing News! Tap in for campaign deep dives, the latest marketing industry news, and tried-and-true insights from HubSpot’s media team.
    A potential TikTok ban is looming in the U.S.
    After the app has been banned on government devices and some college campuses, the Biden Administration threatened a nationwide ban if ByteDance, the China-based company that owns TikTok, doesn’t sell its stakes in the platform.
    If the app does get banned, it could have major repercussions for marketers who have invested heavily in the platform over the last three years.
    Though overall social ad spend is trending downward due to economic uncertainty, TikTok saw a 20% increase in ad spend during the first three quarters of 2022 with some agencies reporting that 25% of their social spend is dedicated to TikTok ads alone.
    While many companies are continuing to invest ad dollars in more established platforms, TikTok has untapped potential to reach new audiences that aren’t on other platforms. In January 2023 TikTok reached 850 million global users, though 40% of TikTok users aren’t on Facebook, and 63% aren’t on Twitter.
    Some agencies and brands are pulling back their TikTok advertising spend to see how things shake out, while others are continuing to invest to continue getting reach on the platform while they still can.
    In the meantime, TikTok is trying to ease the concerns of advertisers to keep the ad dollars rolling in.
    It’s worth noting that advertising reach isn’t the only concern marketers have when it comes to a TikTok ban.
    The app has been fruitful for organic marketing plays and viral moments, both of which could be limited if marketers are relying solely on platforms such as Instagram and Facebook, which limit organic reach to an account’s followers.
    Marketing Snippets
    The latest marketing news and strategy insights.
    LinkedIn just launched its first podcast academy to connect podcast hosts to programming and coaching opportunities.
    Most popular types of content: the seven pieces of content your audience really wants to see per new data from the HubSpot Blog.
    YouTube just released its 2023 priorities which are centered around supporting creators, leveraging AI, and fostering community.
    TikTok recently introduced a third feed dedicated to STEM content.
    The FTC is probing major social media platforms for more information on how they handle misleading ads.
    AI stats: 20 data points about artificial intelligence marketers need to know in 2023.

  • Effective Inbound Marketing in 2023

    Inbound marketing, if done right, can unlock a flood of new customers and potential growth for your business. But the strategies are always changing. Like anything else, it’s always smart to adapt and combine known marketing skills with new developments and trends to keep up… Read More

  • Would you use an AI-Powered buyer persona generator?

    Hi everyone, I wanted to share a free AI-powered tool that I’ve created which can be useful for UX designers in generating user personas. Please note that this tool is not meant to replace actual research, but rather to provide a starting point for generating ideas, particularly when resources, time, or access to certain user types are limited. The tool is called QoQo and it offers features such as copy, personas, journey mapping, and interviews that can be accessed through Figma. QoQo.ai – Copy, personas, journey mapping, and interviews. – Figma I’m currently considering the possibility of adding Buyer personas as a future feature to the tool. I would love to hear your thoughts on this and whether you think it would be helpful. Thank you! submitted by /u/Tokail [link] [comments]

  • The answer to every question

    If the thing of the moment is the answer to every single question, you might be in a bubble. If, regardless of the problem, the answer is crypto, homeopathy, or the internet, or perhaps GPT, essential oils or decarbonization, it’s possible we’re taking an easy way out. A new technology or approach could be the answer to a bunch of questions, but not all of them.

    The bubble might be just us, ignoring everything outside our comfort zone or incentive range.

    Or it could be widespread, the culture carried away with the one thing that changes everything.

    Everything is going to change, it always does, but nuance matters. Nuance requires patience, insight and awareness of the details. Sometimes it’s easier to just be in a bubble.

  • Architecting Future-Proof Code

    When we have reached the limits of configuration in Salesforce, we don’t have to stop. We can continue extending the functionality with code; after all, code is what enables this platform to do unlimited things. Well written code is scalable and is able to grow… Read More

  • Introducing the World’s First Ohana Crowdfund

    For too long the typical fundraising cycle has remained unchanged. Seed Round > VC Backed Series A > VC Backed Series B, all the way to IPO (initial public offering). For individuals, it’s near impossible to join this fundraising cycle and share in the extraordinary… Read More

  • ChatGPT meets Lean Marketing

     

     

    There’s no doubt that businesses need to be efficient and effective with their marketing efforts, especially during economic uncertainty. While marketing plays a critical role in driving growth, generating leads, and building brand awareness, brands must ensure that they drive costs down while maintaining maximum impact. One way that this can be achieved is with lean marketing. 

    Lean marketing is a strategy that can help marketers  do more with limited resources. This includes optimising resources, reducing waste, and focusing on the customer’s needs. By adopting data and analytics, businesses can continuously improve their marketing campaigns to deliver impactful results.

    And, with the introduction of OpenAI’s ChatGPT, brands have a powerful tool that can help them generate high-quality and engaging marketing content such as email campaigns. Leveraging ChatGPT’s ability to understand context and generate human-like language will enable businesses to operate in a lean manner and increase efficiency, reach, and engagement with their target audience.

     

    Driving down costs and streamlining processes 

     

    ChatGPT can be an invaluable tool for businesses looking to streamline and optimise their marketing efforts. Automating customer engagement and providing personalised insights can save time, reduce staffing costs, and increase their conversion rates.

    It can be integrated with various marketing platforms, empowering businesses to manage their marketing efforts from a single location. This can save time and reduce the need for multiple tools and software, streamlining the marketing process and ultimately saving costs. 

    In addition, ChatGPT can analyse customer data and provide insights into customer behaviour and preferences, allowing businesses to tailor their marketing efforts to specific customer segments. This can help businesses to identify which products or services are most popular, which marketing channels are most effective, and what types of messaging resonate best with customers.

    Finally, ChatGPT’s ability to handle large volumes of customer inquiries simultaneously, without the need for additional human resources, will be particularly useful for businesses with high customer engagement, where customers may have questions about products, shipping, or returns.

     

    Saving time and resources

     

    This technological advancement can be a powerful tool for businesses looking to optimise their marketing efforts and become lean and powerful. By automating customer engagement, providing personalised insights, and streamlining the marketing process, businesses can increase their conversion rates, improve their return on investment, and ultimately grow their bottom line.

    Beyond this, there are several benefits that businesses can gain from being able to focus on other aspects that can boost revenue. For example, businesses can enhance the quality of their products or services with time saved from the marketing process. This added time can see increased customer satisfaction and loyalty, as well as better overall business performance.

    Alternatively, they can invest more resources into research and development, leading to more innovative products or services that can give them a competitive edge. Similarly, areas such as customer service can be developed to enhance the overall customer experience. This would result in increased customer loyalty and positive word-of-mouth recommendations.

     

    Increase ROI while maintaining maximum impact

     

    Overall, ChatGPT and lean marketing principles together can help businesses achieve greater efficiency and ROI in their marketing efforts. Using data-driven insights to target specific customer segments can reduce waste and inefficiencies, enhance the customer experience, and remain agile and adaptable, businesses can optimise their marketing efforts and achieve greater success.

    With ChatGPT’s ability to gather data on customer behaviour and preferences, organisations can more effectively target their marketing efforts to specific customer segments. Personalised experiences are vital in today’s market and personalised recommendations and offers to customers will increase the likelihood of conversions and repeat business.

    When adding in the effects of lean marketing principles, businesses can reduce waste and inefficiencies in their marketing efforts. By identifying which marketing strategies are most effective, resources will be better spent and ineffective strategies can be avoided. 

    This will give businesses greater agility and adaptability in their marketing efforts. Quickly testing and iterating on new marketing strategies will help retailers effectively respond to changing customer needs and preferences. This will greatly enhance the overall customer experience, something that is vital in this competitive market. 

     

    The bottom line

     

    The reasons why businesses are investing heavily in ChatGPT integrations become clear when considering these factors. ChatGPT has immense potential to transform the marketing industry and enhance offerings. Powered by OpenAI’s technology, businesses can reduce operational costs without compromising their impact. This is why Chat GPT and lean marketing complement each other so effectively. 

    Lean marketing’s emphasis on maximising value and minimising waste is something that ChatGPT can contribute to greatly. By utilising both together, businesses can enhance the customer experience, save time and resources, and ultimately increase ROI.

     

  • I built a tool to send all your LinkedIn posts to Slack

    Why would you want to send your LinkedIn posts to Slack? Most companies would love to receive more engagement on their posts. I talked to many social media managers who would copy and paste LinkedIn links to Slack or send them via email. This takes long, is frustrating, and does not scale. What does the tool do? The tool connects to your LinkedIn and Twitter accounts (daily or weekly), pulls in your latest posts, and forwards them them to Slack or email. Check out a demo (here). Whats the best thing about the tool? It’s completely automated. Set up a “Sync” once and it will just work! Any Caveats? This curently only works for LinkedIn pages not personal accounts (🤔 Limitation by the LinkedIn api). It works for all Twitter Accounts, too. Link You can find the tool here. submitted by /u/memo_mar [link] [comments]

  • Customer journey matrix frameworks – the best method for planning a successful CX

    Customer journeys, no matter how closely we try to track them and orchestrate them, are different and unique in every case. One of the best ways to understand this closer is with a customer journey matrix framework. The frameworks support digital journey orchestration and automation software. This resource was originally created by Harvard Business Review in the…
    The post Customer journey matrix frameworks – the best method for planning a successful CX appeared first on Customer Experience Magazine.