Rocket.Chat, the leading open source communications platform, recently officially announced that voice channel capability is fully integrated into its all-in-one platform, robustly enabling any organization's omnichannel customer collaboration. Already a consolidated platform for teams and customers, Rocket.Chat’s seamless collaboration and communication environment now meets customers’ documented desire for immediacy with its voice offering.
By allowing customer support agents to communicate by voice internally and externally on a single interface, Rocket.Chat’s voice channel bolsters a company’s ability to provide a first call resolution, realize significant cost savings and increase agent productivity and customer satisfaction. Unlike cloud-based only solutions, Rocket.Chat also offers on-premise deployment with enterprise-grade security that gives customers total control and domain over their data.
Customer engagement continues to experience massive changes, with digital technology enabling brands' omnichannel presence across various platforms. Customer-centric companies understand the imperative to connect with their end-users wherever they are and provide excellent service at every touchpoint. And according to the State of Voice Tech Report 2022, customers still overwhelmingly choose voice channels to address critical or urgent problems.
"Enabling a voice channel in the same environment as our team collaboration workspace and other customer collaboration channels allows us to provide unified insights across all customer interactions," said Gabriel Engel, CEO and co-founder of Rocket.Chat. "With the addition of voice channel to our platform, we are delivering to our customers a long-awaited feature on our all-in-one platform solution which is now even more aligned with the current directions of the digital communications market and that secures full interoperability and collaboration between channels, across an organization and with external customers, while eliminating concerns of compromised data privacy."
Rocket.Chat's voice channel solution provides customers with the ability to:
1. Scale voice calls more efficiently and cost-effectively with the use of VoIP (Voice over Internet Protocol), the definitive choice of phone service for consumers and businesses alike. Rocket.Chat's voice channel solution is compatible with all market-leading call servers or VoIP servers, such as Asterisk, Issabel and FreePBX.
2. Increase first-call resolution and customer satisfaction by taking advantage of having internal and external collaboration in a single environment. Your agents can initiate outbound calls for customer follow-ups, receive inbound calls, place calls on hold and add call notes. Agents can support customers while being supported by an organization's team or smart automation.
3. Keep voice communications secure and compliant. Voice is a popular channel to address sensitive information and must be protected. The more channels, devices and platforms you open up for customer collaboration, the tougher it becomes to maintain complete data control. Rocket.Chat ensures conversations and data are kept secure with top-tier security features and standards.
Key use cases across verticals
Our use cases prioritize the advantage of having voice capabilities in the same environment where team and customer collaboration already happens.
Rocket.Chat's voice channel is set up to help organizations with key use cases, including:
Inbound Calling/Support, to help customers with challenges around a specific product or service or around the buying experience;
Collaboration, for collaborating with your team and partners in a timely and secure manner while saving costs through the simplicity of managing internal and external communications on an all-in-one platform.
Outbound Calling, for reaching out to customers through active calls, typical in both B2C and B2B markets because replies are immediate.
Variants of these use cases are found across many verticals, for example, in:
Healthcare, to help with appointment setting at health clinics and hospitals and enable voice consultation and patient-concierge comms at health insurance companies;
Education, to support the active offer of new courses to current students or actively ask for a pending payment;
Financial Services, to allow financial consultant-client comms to replan new investments; and
Government, to enable citizens’ orientation around social programs.
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Rocket.Chat is the world's largest open source communications platform. Built for organizations that need more control over their communications, it enables collaboration between colleagues, partners, customers, communities, and even platforms without compromises on data ownership, customizations, or integrations.
Tens of millions of users in over 150 countries and organizations such as Deutsche Bahn, the U.S. Navy and Credit Suisse trust Rocket.Chat every day to keep their communications completely private and secure.
Laís Rocha | email@example.com