VoIP services: Focusing on End-User Experience

describe the imageAs VoIP phone services continue to flourish, providers need to increase their focus on the end user experience to boost adoption rates as well as revenues.

According to No Jitter contributor Blair Pleasant, service vendors are working harder to provide a satisfactory experience to customers, largely through an increased implementation of VoIP technology. VoIP businesses need to ensure their offerings are customer friendly in use and also applicable to the requirements of a user's work and tools, like Fonality's products.

Additionally, Pleasant stated that companies are working to boost excitement and interest about services offered and are utilizing expectations and customer experiences to improve use and achieve this goal. In this way, a once disinterested user will be more inclined to adopt a new product or service and have a better experience while doing so.

In order to further enhance the end-user experience, Pleasant advised that business and IT professionals must focus on understanding their customers' needs in different industries and sectors. VoIP organizations should regularly communicate with customers and clients to discover what offerings they would utilize and what can be done to improve their services. According to a Dimension Data survey referenced by Pleasant, 38 percent of large service providers profile users to gain knowledge regarding their needs, and an additional 21 percent believe all their customers have similar needs. However, this is not always true, as a mobile worker will seek different tools than an on-premises employee.

In addition to changing needs associated with different customers, as technology moves forward, users will continue to expect more from their services. A recent industry white paper stated that customers will require VoIP services to effectively fill the role of legacy communication systems as service providers shift from circuit-switched networks to IP networks. In this way, users will utilize VoIP not only for communication means, but for sending and receiving messages, and even connect with security systems via embedded modems. Service providers need to anticipate the growing needs of customers in order to meet expectations and boost end-user experience.

Team NetFortris
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