With hybrid working set to continue even as organisations support workers’ returns to offices, utilisation of an undesirable blend of private and corporate communications methods has become the norm. During the pandemic, personal mobile phones became essential for communicating, but they have left organisations with large numbers of frontline workers who still rely on traditional methods of communication vulnerable to unprofessional activity, incomplete data, frauds and compliance issues. Sales professionals and financial services workers have kept business going during the pandemic via their personal devices but it’s now time to move to a platform that mitigates the risks while also providing the flexibility that modern business demands.
The current model could see a wealth manager at a bank use a UC app to interact via an on-net call with their manager before contacting a customer. The wealth manager then uses his personal mobile phone to call the client. This could present compliance risks with potential security and privacy breaches and the customer will also be unsure of whether the call actually originates from the bank because the call is from a personal mobile number. The customer could therefore not answer the call because they suspect fraud.
The issues are compounded further once the call is completed because the wealth manager then needs to manually update the company’s CRM system. There is an obvious risk here that incorrect or inaccurate information could be recorded in the database. In addition, the bank has no visibility into the interactions between the wealth manager and the customer so there is a high risk of the bank losing the customer if the wealth manager was to leave the bank because the interactions have been conducted on the wealth manager’s personal phone.
What’s needed is a platform that can eliminate these risks while also providing the wealth manager with the flexibility to work in a hybrid way. The Tata Communications JAMVEE application does exactly this.
If deployed by the bank, the wealth manager could call their supervisor to run through the customer proposal using the JAMVEE application to make an on-net call and then call the customer from the JAMVEE app which has a number assigned from the bank. The customer knows it is the bank calling rather than seeing the personal mobile number of the wealth manager. The wealth manager can call from anywhere in the world using the global data roaming capability that JAMVEE offers with the Tata Communications MOVE eSIM.
In addition, once the call is complete, JAMVEE can integrate with the bank’s CRM via APIs for call disposition, call details and other data. In this way, the bank has complete visibility into the interactions between the wealth manager and the customer and even if the wealth manager leaves the bank, the bank still retains the number that was used to call the customer so it can continue to work seamlessly with the customer.
Tata Communications JAMVEE is the company’s business phone application on the cloud, which provides a native desktop, WebRTC and mobile application dialer for voice calling, messaging and cloud PBX functionalities with the added benefit of global data roaming if required. It’s easy to deploy and manage. For frontline organisations, it’s time to move on from the convenience of relying on workers’ personal mobile numbers and to adopt a flexible, fully-featured cloud phone system that empowers workers and protects the business, its customers and the employees themselves.
“Tata Communications JAMVEE is an easy to use, high call quality, regulatory compliant, low TCO option for employees not provided with expensive calling licences for collaboration suites deployed in the organisation, and is perfect for those segments of employees who require seamless business communication with other co-workers as well as employees,” says Vivek Kar, Global Product Head, Collaboration & Voice Solutions, Tata Communications.
“We are constantly adding on to this offering’s capabilities, so that it addresses the growing needs of a roaming or frontline workforce.”
Learn more about Tata Communications JAMVEE.
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