Digitization & automation

Ηow are they changing the future of customer service?

Digitalization and automation are often used to create impressions, but they are not just some technical terms that make a business look innovative. In fact, they are both parameters of competitive advantage.

Our society has become very focused on the evolution of technology. People are adopting and utilizing technology faster than ever before and, as a result, there is a requirement for companies to have quick reflexes and incorporate useful technologies into the services they offer.

The paper hills in offices have been transformed into files in the cloud. Digital signatures replaced signed photocopies and faxes. Web meetings zeroed out the distances between colleagues and clients, and fast internet now allows for the exchange of files and information in no time.

The general trend brings the transformation of aspects of the physical world into digital data and virtual models. There are three main technologies involved in this trend:

  • 3D printing
  • Augmented and virtual reality (AR/VR)
  • The Internet of Things (IoT)

Those three technologies, although impacting business, are not yet mainstream in terms of their adoption in the wider economy, mainly due to the investment and skills required to exploit them on a mass scale and implement the corresponding infrastructure.

On the contrary, technologies such as cloud computing have already shaped several sectors of the economy, including, of course, telecommunications.

What does digitization mean to a business?

Digitization in a business refers to the transition from traditional ways of operating to digital models, now supporting much of the processes digitally.

Through digitization, businesses have replaced:

Other examples of digitization of businesses are the enhancement of online presence through the creation of eshops, and the use of e-banking, which allows for the electronic management of finances, offering convenience and security in daily transactions.

What does automation mean in a business?

Automation in a business relates to the use of technology to perform repetitive tasks. The idea here is to be able to perform a task without human intervention.

Proper automation can release time for a business's employees to focus on more crucial tasks.

An everyday example of a process that can be automated is the creation of reports for various departments or projects in the business. Reports are important because decision-makers need to be informed before they give direction.

Sometimes there are difficulties in gathering all the necessary data to compile a complete report. Instead of doing all this manually, the statistics can come automatically from a central database that gathers the data of the work.

By using Voiceland’s call center, for example, you get automated reports and you can:

  • View incoming call data
  • View outgoing call data
  • Count the call duration for each agent
  • Monitor the performance of each agent
  • Receive statistics on successful call answering
  • Find out what the peak times are, etc.

This will allow you to better evaluate the data, visualize it and more effectively present the information you've discovered about your call center to other managers.

Digitization and automation: an unbeatable combination for business

Digitization and automation make an unbeatable combination for business success. Businesses that have welcomed digitization now manage their data digitally with ease and are more responsive to customer needs.

Automation, on the other hand, enables faster customer service through technology, shifting the focus of human capital from repetitive processes to tasks that deliver real value to the business.

Just some of the benefits of combining digitization and automation include:

1. Minimize human error
2. Faster customer service
3. Better utilization of talent within the business
4. Lower operating costs
5. High technological prestige
6. Higher profit margin
7. Greater business growth margin

With Voiceland, all of the above can happen, at least for your communication parameters. Through integration with CRM, callbacks, Voice2Mail, call forwarding, call recording and other automation, historicity, immediacy and a more productive daily life are now a given.

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Digitalization as the basis for digital transformation in companies and organizations

Although digitization, automation and digital transformation are different concepts, they are closely related, especially in the world of entrepreneurship.

Digitization provides digital data for processes that can later be automated. And based on the processes that are already in force for a business, eventually can be created completely new automated processes that will technologically transform the organization.

So, anyone who wants to transform their business with the power of digital technology needs digitalization first as well as the proper technological structures as a basis for the next steps.

Zakcret's success story with Voiceland: 533% growth in its physical stores after solving its corporate communications problem!

Read the case study

How digitized are businesses in Europe?

Businesses in Europe show an interesting diversity in terms of their degree of digitization. A 2019 survey showed that:

  • 28% of business units in the EU are classified as highly digitized. This means that a high percentage of employees use computers on a daily basis and have probably also purchased customized software to perform specific tasks. Almost all of these businesses use data analytics to improve their processes, and the use of robotic technology is slightly above average.
  • There are 26% of businesses in which several employees use computers daily, but do not implement personalized software and robotic technology as often. The use of data analytics exists, but it is at a very basic level.
  • In 19% of enterprises in the EU, although there is limited computer use, the use of personalized software, robotic technology and data analytics is frequent.
  • Finally, 27% of organizations observed limited digitization, with all technologies covered by the survey being below average.

Digitization and automation of communications with Voiceland

Automation in communication is now a key tool for modern businesses. Voiceland, as a high-tech provider in telecommunications, facilitates the digitization of call data by connecting your call center with your CRM, and offers you automated features such as voice gateways, cloud dialer, call recording, queues and hours of operation.

With us, businesses get closer to their customers with high technology at their side. Improve the efficiency and productivity of your call center, better allocate resources and manpower, and let contact automation do the work for you!

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