Call completion and secure voice messaging are the linchpins of modern business communications. In a Dialpad study conducted in June 2016, business workers ranked picking up the phone as the #1 most effective and valued way of communicating externally, beating out email, IM, in-person, text messaging and video conferencing.
Today’s business communications paradigm is changing. With travel, meetings, remote workforces, and 21st century lifestyles, people are not sitting at a desk 40+ hours a week, easily accessible by a single desk phone. An enterprise-class unified communications solution requires the capability to route incoming calls to the proper endpoint, with limited effort on the part of the user.
It’s easy to forget voice communications are still mission-critical. In the business world, a missed call can mean a missed meeting, a blown deadline, a lost sale. In healthcare, a missed call can be a matter of life or death.
UC features like context-aware, intelligent call routing capabilities and customized automated attendants are the first steps to delivering incoming calls to the proper endpoint.
It’s just not possible for all voice calls to be answered. In regulated industries such as healthcare, education, government agencies, or large enterprises – leaving an unsecure voice message on a personal smartphone or other mobile device frequently violates compliance policies of one form or another.
To begin securing voice messages, encryption and secure real-time transport protocol (RTP) should be standard components of any unified communications solution by default. They’ve become industry standards when handling sensitive data. Secure RTP provides a solid foundation of encryption, message authentication and integrity, and replay protection.
An additional technology to make mobile devices secure for messaging is to stream voice messages from a secure server instead of downloading them to any particular device. This leaves the message in a secure, compliant repository instead of propagating multiple copies of a message in various mobile devices.
Streaming messages from a secure server can allow administrators to restrict the forwarding of messages internally or externally, as well as reduce the number of copies of a particular message in existence. Add administration controls to revoke access to an individual UC mobile client and you have a solution that secures data in the case of lost or stolen devices.
CX-E Call Completion and Secure Messaging
AVST makes voice calls matter by routing them quickly and efficiently across multiple PBX brands. If calls cannot be answered, CX-E provides incoming callers with the information they need to decide how best to proceed:
“Alex Bell is in a meeting and will be back at 3 pm. Please say Leave a Message, Try Another Person, or Operator.”
This empowers the caller to try another person or leave a secure message that is safely accessible from the office or on the road with a mobile device.
CX-E Features include:
- Context-based call routing to increase first-time call completion
- Powerful automated attendants simultaneously handle complex call processing flows across multiple PBXs
- Providing incoming callers status updates to make informed decisions about how best to proceed
- An advanced mobile client that delivers secure voice messaging
To learn more about AVST’s call completion and secure messaging applications, and how they can be seamlessly added to your existing UC landscape, attend our December 7th webinar: Secure Messaging: Top IT Priority.