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Case Study: Revolutionizing Call Flow Automation for Non-IOU Utilities with VAST Flow Builder

Case Study: Revolutionizing Call Flow Automation for Non-IOU Utilities with VAST Flow Builder

Calling
IT Integration
Business Solutions
Case Study: Revolutionizing Call Flow Automation for Non-IOU Utilities with VAST Flow BuilderEfficient and adaptable call flow automation is paramount in the evolving utility sector. As non-IOU utilities face increasing regulatory demands and pressure to enhance service reliability, leveraging cutting-edge technology becomes essential. Enter the VAST Flow Builder—a revolutionary tool to simplify and streamline complex telecommunication processes, empowering utilities to maintain a competitive edge. Learn More
Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys Solutions

Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys Solutions

IT Integration
Messaging
10DLC
Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys SolutionsFor major East Coast IOU (Investor-Owned Utility) utilities, communicating quickly and effectively during weather emergencies and peak load events is critical. With the growing frequency of extreme weather conditions and increasing energy demands, utilities must have robust communication systems to keep customers informed and maintain grid stability. Voxtelesys offers a suite of solutions, including VoxVoice VoXML, VoxSMS, and Voice 10DLC SMS/MMS Email, designed to deliver large-scale, reliable communication when needed most. Learn More
Integrating Teams Direct Routing/3CX with VAST Flow Builder – Powering Callflow Automation

Integrating Teams Direct Routing/3CX with VAST Flow Builder – Powering Callflow Automation

Calling
Teams
IT Integration
Integrating Teams Direct Routing/3CX with VAST Flow Builder – Powering Callflow AutomationIn today's complicated business landscape, seamless communication and efficient callflow automation are crucial for maintaining a competitive edge. As organizations increasingly rely on powerful communication platforms like Microsoft Teams Direct Routing and 3CX, integrating these solutions with cutting-edge tools like VAST Flow Builder can significantly enhance operational efficiency and customer experience. Learn More

Popular Blogs

3CX Version 20

3CX Version 20

Call Center
SMB
PBX
3CX Version 20Take advantage of our offer: No setup fees will be charged for upgrading to 3CX V20 with Hosting by Voxtelesys until March 2024! - 2 Core, 2 GB All 3CX's hosted by Voxtelesys come standard with a minimum of 2vCore and 4GB's of memory, so no worries here. - Sufficient Disk Space needed. Ensure a minimum of 5 GB of free disk space - The source list must remain unaltered for a successful upgrade; any modifications will result in failure Remove any additional source lists. If you are utilizing Microsoft Azure, verify by checking "cat /etc/apt/sources.list.d/microsoft-prod.list." Learn More
3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration

3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration

3CX
911
Calling
3CX's Latest Release: Geo-Routing Headers Take the Lead in Dynamic E911 Integration3CX is leading the telecommunications industry with its new release, v20, which features an innovative integration of Dynamic E911. The main change in this update is that 3CX has decided to use geo-routing headers. This move simplifies the process and enhances the reliability and efficiency of emergency call routing. Learn More
Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys Solutions

Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys Solutions

IT Integration
Messaging
10DLC
Case Study: Enhancing Emergency Communication for East Coast IOU Utilities with Voxtelesys SolutionsFor major East Coast IOU (Investor-Owned Utility) utilities, communicating quickly and effectively during weather emergencies and peak load events is critical. With the growing frequency of extreme weather conditions and increasing energy demands, utilities must have robust communication systems to keep customers informed and maintain grid stability. Voxtelesys offers a suite of solutions, including VoxVoice VoXML, VoxSMS, and Voice 10DLC SMS/MMS Email, designed to deliver large-scale, reliable communication when needed most. Learn More
Home / Learning Hub / Blogs / GeoRouting Improves Customer ExperienceFAQs
GeoRouting Improves Customer Experience
Call Center
Premium Routes
Customer Experience

GeoRouting improves customer experience by ensuring that a carrier routes your business’ calls to the right location. Does your carrier offer it? Location-based routing is everywhere in our lives now. If Elon Musk has anything to say about it, your days of manually driving a car may be numbered. With hundreds of millions of dollars being poured into R&D for self-driving vehicles by everyone from the Big Three automakers to tech overlords like Apple, Uber, and Google, it’s less a question of “if” but “when?”

What’s interesting is that the arguments for and against self-driving cars have shifted away from the safety and reliability of the technology. Through our smartphones, we've become increasingly comfortable with the fundamentals of geographic information systems, remote sensing, and tracking data. From dozens of routes to Grandma’s house, our phone finds the fastest and highlights areas of traffic or construction-related delays. As conditions change, it can quickly suggest alternate routes.

These companies are maniacally focused on routing, to ensure the safest and most efficient passage from Point A to Point B.  Business owners and call center operators should be equally concerned about call routing, and consider the role their provider plays in connecting customers with the right agent.



Making the Right Connection with GeoRouting

Customer hold times and maze-like IVRs often confuse and frustrate customers. Confusion and frustration do not equal good customer experience. There are steps you can take to ensure that your customers’ experience is positive, and GeoRouting is at the top of the list. 

The objectives are simple:

  1. Connect each caller with the right agent
  2. Minimize on-hold delay
  3. Mitigate the risk of call drops

GeoRouting, or point-of-call routing, lets a company put together a set of simple rules that will route the incoming calls to a location closest to its point of origin.

Say, for example, you’re a pest control company serving eight U.S. markets.  A caller from Atlanta is more likely to have questions about cockroaches, while one from Phoenix may need answers about thirsty ants on a quest for water.  GeoRouting allows you to manage calls based on location, and organize routing flows based on the needs of your business, so customers aren’t swarmed after being passed from agent to agent in search of the desert ant expert.



How Does GeoRouting Work?

If you are a Netflix subscriber, you use a form of GeoRouting each time you watch an episode of Orange Is the New Black. When you log on to the website, it receives your public IP address. The IP tells Netflix where you are. When you hit play, the packets that make up your TV show originate from the closest content delivery network (CDN) site capable of streaming your selection. The fewer miles those packets must travel, the higher quality your video and sound—the better your experience.

GeoRouting for calls works similarly, but you’re in control. Your company defines a set of parameters that states the end-point of each call. That way your calls reach the right call center with the best audio quality.



From the Customer’s Voice to Your Agent’s Ear

Effective call routing is a crucial component in any successful telecommunications strategy. Make sure your provider can offer the services and support to establish the best call routing methodologies for your company. Whether it's complex business rules, unorthodox volume patterns, or customers dispersed across geographic regions, GeoRouting improves customer experience.

Voxtelesys' robust GeoRouting is part of a suite of tools that give you the power of intelligent routing. Contact us today for more information on advanced call routing solutions to take your business to the next level.


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