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**What Are the Financial Industry Trends for 2025?** 

The IDC survey, commissioned by Twilio, revealed that data collected from customer interactions represents the main pillar for a fintech company to generate new revenue streams, increase loyalty and customer acquisition, and balance the physical-digital mix in the consumer experience.  

To achieve these results, respondents stated that investments in Information Technology (IT) will increase by 11% in 2024 compared to 2023. This is because they want to keep up with the competition and prepare brands to compete with domestic and international players.  

In this context, we have highlighted the most relevant insights from the survey on financial industry trends in Latin America and Brazil for 2025. 
 
**Trends in Latin America for 2025**

Latin America is undergoing rapid transformation in the financial sector, with a significant increase in the use of Communication Platforms as a Service (CPaaS) essential to create efficient and personalized communication with consumers. 
 
Below, we highlight the main trends that are expected to shape the financial industry in Latin America by 2025.  

**1. Personalization of the Customer Experience**
 
Consumers expect more personalized experiences. By 2026, customer data platforms (CDPs), in combination with AI, are expected to enable up to 80% of real-time interactions, representing a significant breakthrough in scaled personalization.  

The role of CPaaS in personalizing the customer experience is twofold:

- Facilitating the customization of interactions through real-time data.  
- Using AI and predictive analytics to help companies connect with their customers in a more appropriate and contextualized manner.  

For this reason, the financial industry is increasingly adopting technologies that ensure the delivery of specific content and services, essential for maintaining customer loyalty and improving outcomes.  

**2. Digital Security and Regulatory Compliance**

With the increase in digital transactions, security in the financial sector is more important than ever. 
 
CPaaS platforms offer several tools to strengthen this protection, such as multifactor authentication, SMS notifications, and data encryption. 
 
For example, data protection regulations, such as the LGPD (General Data Protection Law), require companies to adapt to ensure the security and digital trust of their consumers. 
 
CPaaS platforms align with legal compliance requirements for customer data security, thus promoting a trusted environment.
  
**3. Investments in AI and Data Analytics**  

Artificial Intelligence (AI) and data analytics are increasingly being integrated into financial processes. CPaaS platforms offer the ability to automate tasks, personalize client communication, and analyze large volumes of data to identify behavioral patterns.
  
The use of AI in CPaaS platforms allows financial entities to provide more efficient and personalized communication while also helping reduce risks and fraud, which is crucial for this type of market.
  
For example, sending transaction authorizations and financial notifications can boost the trust of the public, such as account statuses, loan services, and fraud alerts.  

Beyond CPaaS platforms, it's worth noting the importance of CDPs (Customer Data Platforms), which are responsible for collecting and analyzing customer data to deliver real-time insights.

**At Clever IDEAS, we have the tools and technology necessary to overcome the technological challenges of the financial industry. [Contact us](https://blog.cleverideas.com.mx/cloud-solutions) today and transform how you do business.**

*The information presented in this article has been sourced from [the blog of our strategic partner Twilio and written by Marcela Klein Twilion](https://www.twilio.com/es-mx/blog/principales-tendencias-de-la-industria-financiera-para-2025?utm_campaign=ABM&utm_medium=email&utm_source=nurture&utm_content=talk-to-sales-marketing#toc-heading-582401c6-fdae-4836-bafc-27024b685024), combining expertise and vision to provide key perspectives on the future of the financial industry.*

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The 3 Key Trends that will Transform the Financial Industry in 2025 🚀

Las estadísticas son claras, según los reportes **alrededor del 80% de los clientes que experimentan un mal servicio (CX) preferirán comprarle a la competencia.** Sin duda existen varios aspectos que debemos de considerar para construir una experiencia memorable, es por eso que te contamos 5 claves para mantener a tus consumidores fieles a tu marca:

**1.Brinda el seguimiento adecuado**

Imaginemos que tienes varios clientes y todos te contactan al mismo tiempo por diferentes canales, todos son valiosos para tu empresa. Procura tener una plataforma omnicanal para atenderlos y brindar un seguimiento adecuado para cada uno de ellos. 

**2.Responde lo más rápido posible**

Hoy en día ya no es factible tener esperando a tus clientes por horas, eso genera frustración y lo convierte en una mala experiencia. Lo ideal es mantener una comunicación fluida e inmediata.

**3.Automatiza respuestas predeterminadas**

El tiempo que pierdes contestando las mismas dudas puede llegar a afectar tu productividad y CX, te recomendamos integrar un chatbot para contestar las dudas frecuentes filtrando la info para posteriormente, brindar un servicio optimo y perfilado.

**4.Ten presencia en todos los canales digitales**

En la antigüedad tener una línea telefónica era suficiente, pero en la actualidad existen muchos más canales que tus clientes seguro prefieren: WhatsApp, Facebook, Twitter, por mencionar algunos. Toma en cuenta que entre más canales de comunicación estes presente mayor contactabilidad y tasa de conversión obtendrás. 

**5.Diseña una atención personalizada**

Las cifras indican que la personalización en la atención mejora hasta un 40% la experiencia de los clientes creando fidelidad. Conecta apoyándote de inteligencia artificial, bots y canales que permitan establecer un ambiente cercano.

Te dejamos el bonus tip 😊

6.Apoyate de la tecnología en data para crear indicadores, historial, reportes etc. Esto abonará en la hora de toma de decisiones para optimización de procesos y sin duda se reflejará en la experiencia de tus clientes. 

Brinda una hermosa experiencia omnicanal a tus clientes desde la [plataforma uContact](https://blog.cleverideas.com.mx/ucontact-omnicanal) y gestiona todas tus interacciones con la agilidad que tu negocio necesita ⚡ 

[**Contáctanos**](https://api.whatsapp.com/send?phone=5213350042255&text=Hola%2C%20necesito%20informaci%C3%B3n) y cuéntanos las necesidades de tu empresa.


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5 claves para evitar una mala experiencia en el servicio a clientes

Before starting, it would be convenient to first understand **what is a Contact Center?** and therefore to know the differences with another term with which it is often confused: Call Center.

People tend to use the two terms interchangeably, but they are not identical. 

In fact, it is the **historical evolution** of an activity called **"telephone marketing"**, which was born in the 1980s in our country, twenty years behind the Anglo-Saxon countries. 

**What is the difference between a Contact Center and a Call Center?**

Customer expectations have increased dramatically, they require a quality service and that **companies have a presence in all contact channels**, as a consequence, it is necessary for companies to develop a much broader set of capabilities for their interactions with customers, thus enhancing company/customer communication.

The Call Center handles large volumes of inbound calls, makes outbound calls and makes the telephone channel as efficient and optimized as possible.

The Contact Center has the same purpose, but its purpose is to serve the customer from the omnichannel. Therefore the relationship with customers / users is managed from a variety of channels, not only the phone, but email, web chat, or social networks.

To be successful today, **any organization must be able to respond quickly, efficiently and accurately to its customers no matter which communication channel or combination of channels its customer chooses.**

If you're in the market for a new phone system and want to be sure you're buying the right thing, here are some signs to look for:


**1.- Advanced technology**

Technology solutions related to the Contact Center are moving at a dizzying pace.

Your system must have **technology designed to comprehensively manage the interactions that are generated in the various channels, complementing it with various solutions:**.

- Cloud-based 
- Empowering self-service (IVR and Bots) 
- Easy expansion based on the needs of the operation and without stopping it. 
- Incorporation of Artificial Intelligence 


As well as operational management tools such as scripts and knowledge managers, analytical management tools such as statistics and real-time dashboards. 

The company as a whole has to integrate the management technologies of the different departments, to identify the full context of the customer in each interaction, leverage data from the systems and manage to provide a proactive service.


**2.- Multichannel solution**

Nowadays **customers want to be served by the method they choose or that is closest to them** so it is important that your Contact Center tool is multichannel in a single unified tray for voice, email, social networks and chat. 

It must offer optimal accessibility in all communications and channels through which our customers contact us.


**3.- Dialers**

There are three types of dialer software: predictive mode, preview mode and progressive mode. These tools allow outbound calls to be made automatically and assigned to agents. 

It is essential that your Contact Center system includes "Dialers", as it helps **make employees more productive** and provides **more opportunities for revenue generation**.
 


**4.- Dashboards**
 
It is important to have screens with real-time information of your operation such as agents, campaigns, calls, etc., allowing immediate adjustments, when necessary, **to maximize the availability and productivity of your Contact Center.**


**5.- Optimize the operation without IT support**

Operations managers and supervisors work continuously to improve the customer experience. This requires regular adjustments and changes that can be time consuming for IT staff members.  

While the IT team must make major changes to a phone system, look for a contact center system that allows those responsible for the operation to **update call queues, IVR, greetings and other settings easily and without your help.**


**6.- Users management**

As well as with changes in the operation, managers and supervisors must have the ability to create or modify agents, from a single place and distribute them across campaigns allowing multi-channeling (agents can be voice agents, email, chat or all of them differentiating by priorities, specializations, etc.). **The configuration of new users should take minutes, not hours.**

Look for a contact center system with a browser-based administration portal that allows you to log in from anywhere and quickly select the options you need. Some even allow you to create templates for different types of users, such as sales reps, customer service agents or administrative assistants, which helps to **speed up the user creation process by displaying only the options that are relevant to that specific type of user.**


**7.- Skills based routing and assignment prioritization**

Allow you to **define and prioritize campaigns based on your business strategies** as well as assign calls based on who is the best qualified agent to handle that type of call, based on media type, experience or previous contact with a customer.


**8.- Historical reports**

Information is instantly available and reports are easily generated. 

As organizations evolve, so do their information needs. Being able to quickly analyze usage trends and historical data will allow you to understand how employees are using the phone system and any problems callers may be experiencing. Look for a phone system that gives you **easy access to your operation's information and allows you to create reports** as needed or schedule them. 

This will enable you to make data-driven decisions about operations based on information from longer periods of time, helping to **identify, measure and exploit opportunities, and uncover and resolve problems or outages.**


**9.- Call recording**

The ability to record calls for **training, quality or conflict resolution** purposes is something that few systems offer, but it has to be an important point when choosing a contact center system. 


**10.- Remote workers**

Enable multi-site agents and supervisors to be included in the phone system directory. 

Today, many employees choose to work outside the office walls. While this trend has been growing for years, many call center phone systems are not yet equipped to gracefully handle this type of employee. 

The ideal is a contact center system that includes all employees in one directory, regardless of location, and offers a mobile option. These two attributes will give you a central location to **administer to all** users, as well as **a seamless user experience** for employees and a united front end for callers. 


The thought of upgrading to a new contact center system can be daunting. 

Having dedicated call teams, such as sales and support, whose entire tasks revolve around inbound and outbound calls adds a new level of complexity to your migration plan and places additional importance on the ongoing maintenance of the required system. 

Selecting a **Contact Center** system that is easy to set up and maintain will save you a lot of headaches and wasted time in the future.


[uCONTACT](https://cleverideas-web.vercel.app/en/u-contact) is the software solution for [Omnichannel Contact Center](https://cleverideas-web.vercel.app/en/u-contact), to offer the best experience to agents, supervisors and administrators. Contact us without obligation and request your [DEMO right now](https://blog.cleverideas.com.mx/ucontact/omnichannel). 

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10 characteristics that a Contact Center system must meet

The COVID-19 pandemic has made employees realize that **work is now something they do, not a place they go,** freeing employees and employers from the concept that they need to be in an office to get their work done. 

Remote work varies considerably around the world depending on IT adoption, culture and industry mix.

**What will the way businesses work look like?**

By the end of 2021, remote workers will account for 32% of all employees worldwide, and throughout the year offices will reopen, **51% of those employees will be working in a hybrid environment,** working from home at least one day a week. 

By 2022, **31% of all employees worldwide will be remote,** with the U.S. leading the way in terms of remote workers, representing 53% of its workforce. Across Europe, remote workers in the UK will account for 52% of its workforce, while China and India will account for 28% and 30%, respectively.

**Remote working is forcing organizations to drive digital business transformation forward,** those plans will need to include greater ongoing adoption of remote working and digital touchpoints, to create a post-COVID-19 fit. 

In addition, **the use of cloud technologies is increasing** and as a result global end-user spending on public cloud services will grow by 26.7% this year, as CIOs and IT leaders will continue to.

**Cloud-delivered applications, such as software-as-a-service (SaaS), will be prioritized.**

In [Clever IDEAS](lhttps://blog.cleverideas.com.mx/cloud-solutions) we offer you the services to support you to change your company to remote work, providing [100% web Show Me](https://cleverideas-web.vercel.app/en/show) tools with video conferencing with online chat, personalized room that allows you to be close to your employees, customers and suppliers remotely from wherever you want.

In addition, our [Clever PBX](https://cleverideas-web.vercel.app/en/pbx) service offers the flexibility to connect through a phone extension to be available to your customers at all times, from an auto attendant, multiple devices and web management.

Contact us at [info@cleverideas.com.mx]( mailto:info@cleverideas.com.mx), we'll help you.

Source: [Smarter with Gartner](https://www.gartner.com/smarterwithgartner)


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IT tools for remote working

**What is an API?**

(Application Programming Interface) **It can be explained as an outsourcing mechanism** where I outsource the development and consume a service that is delivered to me ready and abstracted through the application.

**Why should I care about how applications communicate?**

**Digital Transformation is driving today's companies to evolve if they don't want to disappear.**
This has already become not just a technical but a business issue. 

Behind Digital Transformation is the fact that companies that are generating **the most disruptive digitization models are extensively using APIs** to create new business models. 

On the other hand, companies that are not digital natives are already using them to transform themselves and improve their customers' experience.

**Remember when we used to buy only print newspapers?**

What information did we look for there? 
If today we take that information to **a digital world could be built from APIs.** While you have your own content, you can also bring in information from other APIs.

At [Clever IDEAS](https://blog.cleverideas.com.mx/cloud-solutions) we offer [telecommunications solutions in the cloud ](https://blog.cleverideas.com.mx/cloud-solutions) with open architecture for the integration of our services with other customer platforms through APIs and support us in their digital transformation.

For more information contact us at [info@cleverideas.com.mx.](mailto:info@cleverideas.com.mx)



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The impact of APIs on digital transformation

In this space I want to tell you a little about the figure of the Reseller. This figure has had different expressions in the last decades, for example: **commercial ally, external representative, independent consultant, partner and now "reseller".**

This way of working **has elements in common with those of a broker or independent negotiator.** Perhaps 30-40 years ago, this figure might have been frowned upon. Reselling services or products pointed to a malicious and abusive attempt to profit from someone else's business. Today, our view of the market has changed radically.  


**Win-win business model**

Today, **business collaboration is indispensable** Many of the great businesses and strategic alliances are achieved under collaboration schemes such as this one. Of course there are different levels of cooperation as well as commitment, however the scheme works. 

On the one hand, **resellers take advantage of the products and pre-existing infrastructure of officially constituted companies** and on the other hand, the reseller **becomes a powerful sales and distribution channel without generating operating costs or formal labor relations.** In fact, a large number of companies around the world and in Latin America operate with a model designed especially to work almost exclusively with resellers.

The complexity of the reseller-primary company collaboration can vary greatly. The characteristics of their relationship depend on many factors. From the size of the incubator company itself, to the scope of the network of contacts of these external collaborators. 

On the other hand, the benefit is positive for both parties. Here again, **the famous "win-win" principle applies, in which both parties benefit.** The commercial guerrilla warfare that resellers engage in can bring results in market sectors and environments that the entire company would not be able to reach. 

From an institutional point of view, the advantages of a solid company with a track record makes it easier to generate business from an independent reseller who cannot demonstrate a broad portfolio of clients and projects for corporate trust purposes. In this way **both parties complement each other.**


**How to make it a best practice?**

An excellent practice is for companies that require resellers to **offer a work package to their external representatives with product information and even**, in some cases, white labeling. 

**The more commercial tools they can have, the more efficient the sales process will be and therefore the commercial success of each business opportunity.**

In addition, **companies should offer training facilities to their resellers, and nurture their relationship with them,** as with any other customer, finally they would take the place of immediate customers by being intermediaries between the company and the end user. 

The reseller scheme is novel and very functional. **Especially when it comes to the promotion of technological and infrastructure services in telecommunications & IT**. The use of remote collaboration tools and organizational capacity in the cloud **is a very positive factor for the creation of new business** beyond physical barriers and communication obstacles. 

Expand[ the portfolio of services](https://blog.cleverideas.com.mx/partner) to your customers and increase your income by offering [innovative technological solutions.](https://blog.cleverideas.com.mx/partner)

Support from our technical and commercial team throughout the process. Learn [more information here.](https://cleverideas-web.vercel.app/en/partners)

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Growing business: the advantages of being a Reseller

It is more than clear that we live in times of crisis. We face new challenges in all senses and areas of daily and business life. On the one hand, **we face the responsibility of economic growth and commercial impact.** On the other hand, **communication is a key factor in human and organizational development.** This is where telecommunications come in.

This is where telecommunications come in. These services, which are certainly not new, **constitute a pillar of infrastructure in the operation of businesses, companies and institutions.**

At the same time, the avalanche of technological changes and digital transformation have revolutionized the way in which telecommunications are offered. 

**Telecommunications Modalities**

Firstly with its **Telecom as a Service (TaaS) or "Telecom as a Service",** and secondly with the vast diversity of project implementation modalities and integration with more platforms and other systems. This brings us also to the topic of telecommunications in the cloud.

The crucial question comes when we want to know **How this branch of technology becomes a lifesaver in times of Crisis?**.

To answer this question we must consider several aspects in all this.

To begin with, **telecommunications bring an indispensable value to companies**, which is communication. This internally and externally.

Each employee of a company has to be in effective contact with the rest of his team. The same for each area of the organization, and so on. Even more important is the contact with public entities in the market, that is: **Prospect acquisition, customer service, technical support and continuous promotion.**

In all **an effective telecommunications service with high quality** is required in each of the channels and faithful transmission of information. Interaction through these tools must be fluid and clear. 

**Post-COVID 19 roadmap** .

On the other hand, this 2020 (and consequently) crises have arrived, especially because of the COVID-19 pandemic. This has stopped the "normal" operation of many companies and radically changed the scheme in others.

**Telecommunications as a service, and in the cloud, are a lifeline for those businesses** that need to keep their infrastructure not only intact, but more functional than before.

**The big step of digital transformation** that awaited them in the long term future, can no longer wait, but now, far from being a risk, it has been consolidated as a lifeline, it is no longer a luxury, **it is a necessity to continue moving forward.**

Migrate your operation to the digital environment with [our cloud solutions](https://blog.cleverideas.com.mx/cloud-solutions). We accompany you throughout the process finding the ideal solution for your company's needs.

Contact us to schedule [an appointment here.](https://blog.cleverideas.com.mx/cloud-solutions)

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The power of telecommunications in times of crisis

Telephone numbers have been the tradition in classic, modern and postmodern telephony. When we talk about them, we are actually referring to **the identifiers with which the lines are located to be used to transmit information in voice mode**, through the available communication networks.  

**What is a virtual number?**

A virtual number is a telephone line identifier or "DID" that allows the use of a telephone line with IP (Internet Protocol) technology. This means **that it communicates through the Internet network, converting voice audio into easily transmittable data.** This marks an imminent evolution between conventional or analog telephony, digital telephony with the current IP telephony. 

The advantages of a virtual number are not only offered by the origin of its technology, but by the benefit that IP telephony promotes in its use:

1. Use fixed and mobile numbers indistinctly.
2. Use fixed numbers in messaging and chat applications such as Whatsapp, etc. 
3. Upload your fixed number to your cell phone thanks to "softphone" type applications.  

**Is virtual real?**

We often think of virtual as unreliable or as objects that do not exist in our reality. The latter may or may not be true, depending on the case. 

Just as **data travels in networks through physical devices such as satellites, antennas and fiber optics, it also travels through virtual media such as the "internet "** and all the web environments built on top of it. 

Although often the generators of this infrastructure are physical or "real" devices, in reality most of the logic underlying the information technology is purely virtual. This does not mean that IT-based services are inefficient or risky; quite the contrary, in most cases. 

Virtual technology streamlines processes and makes information exchange, synchronization and connection operations faster. 

**The usefulness of DIDs**

In addition to all this, **a virtual number does not require a SIM card, nor a binding contract with a telephone provider,** nor a mobile device as such, but only a device with Internet access and an integrated softphone application.

It is possible to migrate fixed or cell phone numbers to their virtual form. This process is known as portability, and involves a change of carrier. The original number becomes an IP number. 

This solution not only works on an individual basis, but there are many different schemes to articulate telephony systems with voice messaging, IVR, call recording, extension configuration and operator menu. **With virtual numbers there is no difference between a landline or mobile number, which is an incredible advantage.**

Also this technology is the same class as that used for **Cloud PBX and cloud switches**, so they are naturally compatible.

At [Clever IDEAS](https://blog.cleverideas.com.mx/cloud-solutions) we have solutions tailored to your company's needs to be always connected; from [DID's Virtual Line, SIP Trunks Outgoing Calls, Toll Free Toll Free Access Number.](https://cleverideas-web.vercel.app/en/clever-linea)

[Request your Demo without obligation here.](https://blog.cleverideas.com.mx/line)

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Virtual Numbers: the new of telephony

When we think of Mobile Apps sometimes the sea of applications available in the app stores comes to mind. Sometimes it seems impossible to know the purpose of so many of these applications.

On the other hand there are also mobile applications for specific use that **aim to solve operational problems that businesses face on a daily basis.** Many of these challenges can be solved with proper optimization of business resources and automation of business processes of companies.

In this article I want to share with you **5 reasons why you should consider using Mobile Apps for your business environment.** Without a doubt the use of one or more of these apps will bring **greater control and productivity** to the growth of your business. 

**Monitoring**

Having access to devices, systems or platforms no longer requires access through a hardware device or computer as such. From a mobile app it is possible to check the **real-time operation** of other systems or applications. 

**Information Management**
 
Specialized mobile applications have come a long way to the point where it is possible to **collect information through forms and surveys whose captured data will then be organized and made accessible and available** to users. This option can be as simple as displaying some basic data that is of value for decision making, to the complex analytics behind statistics and computation of results. All from a mobile application.

**Effective Communication**

Nowadays **communication between collaborators, suppliers and customers is vital** This is why the quality of such communication must be efficient to the maximum. Mobile Apps allow you to send messages and notifications internally and also to contact your business partners through different communication channels.

**Advanced Telecommunications**

If the devices you use in your operation are connected to the Internet, then **you can follow their activity from a mobile application** One of the most interesting features to monitor is connectivity. I.e. constant monitoring of SIM cards, connection capacity and network speed, etc.

**Device Control**

One of the most advanced functions of the Mobile App's is the ability to **add value in the task of automating processes in a company.** Even further, it is an ideal factor for a business, to be able to control activating and deactivating functions of other devices remotely from the easy and quick access of the mobile app. 


With these functions, **purpose-specific Mobile Apps can be a differentiating element between a company and others**, thus providing it with digital infrastructure.

One of the biggest advantages of using these applications is the relative ease of acquisition. In many cases their use or integration in companies can be consumed directly from cloud platforms whose licenses are acquired under a monthly fee scheme, in which it is possible to use these app's under consumption. 

Mobile Apps for your business environment. Undoubtedly the use of one or more of these apps will bring greater control and productivity to the growth of your business. 

Try now [Smart Apps](https://cleverideas-web.vercel.app/en/iot-box) for management and control and process [automation and administration.](https://cleverideas-web.vercel.app/en/connect)

[Contact us](https://blog.cleverideas.com.mx/cloud-solutions) and we will find a solution for your business.

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Why are Mobile Apps necessary in companies?

The Customer Experience (customer experience) **is an important part within a company or business as it is directly responsible for addressing the needs, questions or complaints of customers**.  Therefore its function is to be the contact between the brand and the public.

In addition, this system designed to solve problems also **attends information that through data analysis can lead to continuous improvement of its products or services,** applying process standards within the organization. 

It is present in the three stages of purchasing: **Pre-purchase:** Persuade the customer that our product is the best by exposing its features, details and benefits. **Purchase:** Facilitate the process by generating the best experience. **Post-purchase:** Product warranty or technical support. 

**Main advantages of Customer Service**

There are multiple advantages if you implement **an adequate CX system** These are some of them:


**- Satisfied customers**

Knowing at first hand **the needs of your customers** allows you to work on a better service to obtain a greater number of satisfied customers.

**- Brand loyalty**

Establishes a close bond between the customer and the company, which enriches the **relationship of trust** and interaction, which in turn generates **brand loyalty**.

**- Increase in sales**.

Especially in ecommerce companies, this assistance is essential, since the product or service is not tangible, the customer may have many doubts. That is why **the role of the CX can become a determining factor in the sale.**

**- Improves productivity**

Reduces time in resolving complaints by escalating to the right and immediate address, **avoiding waste of resources** such as time, money, etc.


**Basic characteristics of a Customer Service**

But what do you need to have to have a positive outcome? These are some **characteristics for a good management:** 

**-Immediacy:** The customer must be a priority above all, so you must always be available to solve their doubts or needs. 

**- Active listening:** This is the ability to listen to absolutely everything the customer wants to communicate in a sensitive, respectful and empathetic way. In addition to alternating it with the ability to ask questions, to guide to a possible solution. 

**- Experience and knowledge:** Knowledge is power. The more you know about your service or product and your customer, the greater your ability to resolve.

**- Omnichannel:** For a better customer service, it is recommended that you expand your accessibility in different channels or networks. This will create a positive experience for your customer and allows you greater presence on multiple platforms. If you want to learn more about Omnichannel I recommend From Customer Service to the Contact Center experience. 

**- Strategy:** It is proven that companies that execute commercial strategies are more successful. Implement these strategies in Customer Service, such as migrating your customers to the web, managing your communication in a more attractive and intelligent way, segmenting and using data effectively. 


Undoubtedly, **CX is an integral part of a commercial strategy, and in most cases it can be a differentiator from other companies**. That is why you should think about integrating it if you have a business or company, since the results are exponentially linked to the experience with your customer and the perception they have of your product or service, therefore, you will have a higher probability of sales.

Provide the best experience to your customers with [OMNICANALITY](https://blog.cleverideas.com.mx/ucontact/omnichannel). Stay connected from any channel: [uContact](https://blog.cleverideas.com.mx/ucontact/omnichannel) allows you to integrate support via email, SMS, webchat, social networks and [much more.](https://blog.cleverideas.com.mx/ucontact/omnichannel)

Our team will be happy to advise you. [Request your Demo right now.](https://blog.cleverideas.com.mx/ucontact/omnichannel)

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Complete CX Guide

In this article I want to address an indispensable attribute for the operation of any company; communication. To communication we add another key term for companies: "the team".

From here we say that **communication is indispensable, and a key factor for teamwork**, basically in any business or operation. 

In all good communication there must be **structure and clarity between the participants** (receiver and sender of the information). However, more and more and better resources are needed. Therefore, **communication tools have become vital** for this task.


**Video Conferencing vs. Audio Conferencing**

For example, **in this pandemic**, the use of Zoom tools and applications has increased in percentage terms, considerably. And even with the colossal success achieved by this company, we cannot say that the market for similar media is monopolized. 

More and more tools in this category are being published and released for use. This has generated a relatively fair competition in this respect. As is usually the case in any good competition, **the benefits end up being enjoyed by the end users and the companies that consume such services.** 

This is why looking at the existing audio-conferencing tools is of utmost importance. 

As well as apps that support video and screen sharing (among other functions), **audio conferencing apps are abysmally successful.**

In them, the main data packets are sent in voice mode. It is not a challenge to demonstrate the great affluence that voice exchange communication tends to have. **Audio messages sent by whatsapp and telegram** are a good example. 

In other cases, the same video-conferences become audio-conferences when users turn off their video-camera for various reasons and reduce the conversation to a voice conversation. 

Video conferencing tools are equally important (as are audio-only tools). This depends not on the advantages of one over the other, but on the particular need required. 

**Main voice communication tools**

It is not always feasible to organize a videoconference. However, even in such a case, it may be necessary to communicate between several team members or collaborators at the same time and only by voice. It is then when **this simple but incredibly useful tool, makes sense**, in its use and benefit.

The varieties in which we can find this tool are many, and of different brands. Starting with the **dialing and conferencing tool of a smartphone**, going through the same function found in an **advanced IP phone**, to the **rented audio conference rooms** as a monthly service, and whose access is given through **a fixed or cell phone number**.

Finally, in economic terms, these kinds of services are offered free of charge in their simplest version, or require the purchase of others that include it (such as a DID, cloud switch, IVR or SIP trunk). 

Not only **for practicality, but also for economy, this service is highly recommended.**

Clever IDEAS offers [audio conference room services](https://cleverideas-web.vercel.app/en/conference) with access numbers in multiple cities and countries, minimizing connection costs.

Through the infrastructure, the service can be activated immediately and with no forced contracting deadlines.

Connect your customers, partners and employees located in cities and countries through local numbers. [Try it free of charge here.](https://blog.cleverideas.com.mx/cloud-solutions)

Audio Conferences: key tool for an effective Home Office

 **Business communication: Internal and external**

Communication is a vital element for every business. An efficient **business operation** must at the same time have **guaranteed effective communication**. This applies in two ways; **Internal and external**.

Internally, the company's collaborators **need to remain in a state of continuous synchrony**, through which they can share information, and coordinate at every stage of the respective processes. 

On the other hand, externally, **each technical or commercial representative of the institution requires clear and direct communication** with external business partners, as well as with suppliers, prospects and consolidated customers. 

Nowadays, the demands of technology and the market place on the table the requirement required by them in terms of communication. This is why **advanced communications technology has become indispensable in the construction of today's business infrastructure**. 

In this brief article I want to share some ideas on how to optimize communications in your company from a practical and digital point of view. 

**Technology as an ally of communication**

When we talk about communication in a modern organization, we are inevitably confronted with technology. **Technology can be a problem in some cases**, especially when it comes to new acquisitions or new implementations. 

The most basic communication need for a company is probably voice communication, better known as "telephony". 

Telephony systems are simple in themselves, as they consist of two elements; an identifier or "telephone number", extension, etc. 

And on the other hand, a channel or communication channel popularly known as "telephone line". 


**How should be the optimal telephony in companies?**

Currently, telephony systems require the provision of access through channel rental and a "carrier" type provider. However, these systems become more complex when it comes to meeting collaboration needs. This is when **the need arises for devices that alternate communication from one way to another, and put people from different companies and/or departments in contact**. 

This kind of assemblies are commonly known as **"switches". Their function is to manage this alternation in communication paths.**

In past decades, switches were physical devices that fell into the category of hardware, and at the same time, analog or digital voice transmission technology may have been limited and poor in quality, depending on the vendor level.

Today, however, advanced telecommunication options are diverse and highly useful. Without high investment costs since they require minimal hardware for their operation, as well as consumption fees and supply of communication channels for rent under the service (TaaS) scheme. 

**The Cloud is a trend in infrastructure**

Specifically, **one of the best options in terms of (IP) telephony systems available in the market is the "Pbx-virtual" or "Cloud-Pbx "**.

A virtual switch in the cloud, whose extensions can be installed on the cell phones of each collaborator, whether remote or on-site at the workstation, and with telephone lines that work through voice over IP (VoIP) technology connected to public trunks or SIP trunks. 

Within these systems it is possible to acquire a telephony system with a monthly rental per consumption at a low cost and with a surprising practicality. 

In addition, **the current trend is leading companies in general to migrate their infrastructure to the cloud** and in this way, any business that aligns itself in this direction will be guaranteed an operational optimization with a high return value. 

**How to choose the right tool?**

It is also important to consider both sides of the solution (one internal and one external), as if they were two different sides of the same coin. 

This can be a challenge, so **exploring several options and getting to try demos of at least one of them may be the best way** to make a decision. 

Undoubtedly, these options maximize profit, reduce costs and optimize overall business communication. Considering also that the most suitable technologies for your company are those that solve one or several needs, and that in general alleviate the problem in a practical and root form. 

Switch to [cloud infrastructure.](https://blog.cleverideas.com.mx/cloud-solutions)

At [Clever IDEAS](https://blog.cleverideas.com.mx/cloud-solutions) we accompany you throughout the process offering you [the best tools](https://cleverideas-web.vercel.app/en/pbx) so that you are always connected.

Request your [Demo now](https://blog.cleverideas.com.mx/ip-pbx) without obligation.

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How to optimize corporate communication? 

Companies and businesses are moving ever closer to the horizon of Industry 4.0. Digital transformation in every sense. This is not only about technological modernization, but also about aspects of economy of resources and ergonomics of operations.

**The first step to optimize processes is to monitor them.** This is the logical and natural sequence in a **consolidated operation.** This monitoring is done through appropriate technology such as IoT, which is also a pillar in the digitalization of companies today. 


**Which tool is essential to optimize processes?**

IoT in general is a very broad area of technology. It is of the new tools that have already been classified as "cutting-edge technology or engineering". **IoT, as well as many other Industry 4.0 tools, are advanced technologies based on the property of "hyperconnectivity".**

A characteristic of network and internet communication technology that guarantees communication between devices through a public and/or local network. But when we talk about hyperconnectivity, we refer not only to many devices, but to the possibility of many simultaneous measurements.

In this way, several devices can output different signals. 

This property is fundamental for monitoring. In all this, **connectivity is fundamental**. A good connection and an efficient data transmission capacity cannot be missing. 

Even so, the IoT allows the compatibility of different connection technologies such as internet by antennas, point-to-point links, data by cellular network, optical fiber and satellite connection. All these factors have **a decisive influence on the tasks of collecting valuable data and information.**

**Necessary characteristics of IoT**

As we pointed out at the beginning, data monitoring anticipates the automation of the same processes. Ultimately, the application of this methodology translates into decision-making capabilities, effectively optimizing production and saving resources. 

One of the necessary characteristics of IoT in this context is **control and monitoring via web, mobile applications and online platforms in general.** The most common today is the use of these platforms hosted in cloud infrastructure, both for its capacity and versatility in access, as well as the flexibility of monitoring functions on measurement systems. 

In addition, in many instances, the data collected can be in the thousands and from many different categories and sources. With this, the rules of the game change, especially as we enter into **a "Big Data" type of scheme.**

For this, the cloud is the most appropriate option, because of the vast and varied amount of tools available for this. 


**Key elements for automation**
 
In summary we can say that a complete IoT solution for an environment includes 3 key elements: 

- Measurement sensors 
- Connectivity devices 
- A control and monitoring platform.  


In this order, the technological capability to **control processes is greatly increased. Hence, automation contributes in its entirety to proper resource management and optimization.**

**In today's times, with the technology boom and the speed at which markets** are moving, it is essential to have control of the company's assets, processes and resources. **IoT and hyperconnectivity are the answer** to not just one, but many of the questions that technology challenges us with today.

Optimize your business today with the [IoT tools](https://cleverideas-web.vercel.app/en/iot-box) that [Clever IDEAS](https://blog.cleverideas.com.mx/cloud-solutions) offers you. We have the right solution for each company.

Contact us without obligation and [we will give you a consultation.](https://blog.cleverideas.com.mx/cloud-solutions)

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Hyperconnectivity to monitor & optimize processes

A VoIP system or commonly called "IP voice system" is a telephony system through the Internet protocol, which by its acronym is "IP". This technology is **the most advanced type of telephony in the telecommunications world**. However, although it is the most advanced, it is not the most complex, and it is one of the simplest to implement.



**Easy to Implement**

Because VoIP systems require much less physical infrastructure than other telephony systems, they are "cleaner" and faster to implement. VoIP systems require essentially "ethernet" type data transmission networks and need an internet supply source to integrate to the public network and achieve the successful connection of calls. 

It is due to the proliferation of these new systems that for the last two decades or more, hardware devices such as handsets, switches and servers have been developed that work natively with IP technology. Although in the beginning, the acquisition of this kind of hardware was relatively more expensive than the rest, with the passage of time, **prototypes designed for IP telephony have taken a comfortable and amortized cost in the market.**
 
Thus, making it easy to obtain by individuals and companies. Voice over IP systems opened a new horizon in the world of technology, popularizing the use of IP telephony as a new paradigm in telecommunications, and not only in communications in general but also in advanced or state-of-the-art telecommunications.


**IP Telephony**


The technology behind a VoIP system is IP telephony. This technology is based on the transmission of information (especially voice) via the internet protocol "IP" that operates on internet networks, both local and public (such as the www or world wide web). 

Its operation is based on the conversion of voice messages to data and their transmission over a local or public network using the IP protocol over the Internet. In this way, the receiver accepts the information packets and converts them back to "voice" mode through the selected audio codec.

**IP telephony is not only capable of transmitting voice messages but also other kinds of data**, which is an advantage when considering its use for multiple purposes. 



**Telephony in the market**

Currently most of the telephone systems on the market are analog or digital. However, despite the predominance of these outdated technologies, **IP telephony is rising at exponential speeds in the markets**, advancing the progress of IP technology and technology in general. 

Although it is not yet possible to live with IP technology in its entirety, the expansion of this new method of communication is now evident, and it is irreversibly positioned as the predominant technology in the coming decades.


**Business vision**

IP telephony applied to companies is not only a vision of innovation, **but it is also the most practical option and the most economical** solution due to its traditional scheme. Policies in IP telephony are simplified by the flexibility of the service itself, and the scope of many usage options becomes more present as the information gets closer to the communications users.

VoIP systems can sometimes be integrated with digital and/or analog telephony systems, or be 100% based on IP technology.

In any case, one of these systems is sufficient to provide a complete internal and external communication service for a company. From individual commercial entities (entrepreneurs, etc.) to large corporations.

Some of the most notorious services are **DID's, 800 numbers, SIP trunks, IP channels, IP phone lines in general and cloud switches** with extensions and automatic recording and messaging operator. 

VoIP systems are undoubtedly the next step in the generation of communications, and a useful tool from now on.

At [Clever IDEAS ](https://blog.cleverideas.com.mx/cloud-solutions) we have the customized solutions that your company needs to be always connected; from [DID's Virtual Line, SIP Trunks Outgoing Calls, Toll Free Toll Free Access Number.](https://cleverideas-web.vercel.app/en/clever-linea)

Request your [DEMO here.](https://blog.cleverideas.com.mx/line)



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What is a VoIP system and how does it work in companies?

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