The case for Virtual Mobile Numbers

Increasingly we see businesses choosing to interact with their customers via software interfaces, using a mobile number to allow seamless two-way conversations over voice or messaging.  

This seismic shift provides an opportunity for Customer Experience (CX) vendors to evolve their offering, and we are starting to see a new breed of software platforms that support a suite of innovative services including cloud-based retention of customer call recordings and message history as well as full integration with customer relationship management (CRM) systems.

The key to unlocking these services are Virtual Mobile Numbers (VMNs). VMNs are able to send and receive calls and messages on a virtual number to any device connected to the internet.  

Enterprises adopting virtual numbers within their Contact Centre as a Service (CCaaS) platform are already benefiting from a highly scalable, agnostic collaboration experience, allowing users to work anytime, anywhere.

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Here are 2 ways we are seeing VMNs being integrated into these software platforms.

Unified Communications (UCaaS). The lines between traditional and integrated communications platforms continue to blur as we see advancements in business mobile convergence (BMC). The next step in mobile collaboration, BMC adoption has been driven by a change in work styles and preferences and the need to provide mobile-centric approach to collaboration. In research undertaken by Omdia, a staggering 82% of respondents answered yes when asked, “Is your organization interested in a mobile UCaaS solution where the mobile phone number is the same as the UCaaS phone number?”

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Contact Centre as a Service (CCaaS).  The proliferation of digital engagement over the past few years has only heightened customer desire for seamless and effortless Customer Experience. Coupled with emerging AI technology and increased internet speeds it has provided the catalyst for hyper connectivity, where seamless conversation is executed across multiple channels, providing increased customer satisfaction and brand loyalty.

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How do you purchase Virtual Mobile Numbers (VMNs)?

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1. Select a provider offering these number types – As a trusted Tier-1 Telco, Symbio is positioned to provide you not only with VMNs, but a wide range of cloud-based and traditional telephony services tailored to your voice and messaging needs.

2. Pick your Virtual Mobile Number(s) – Symbio’s Connect Portal allows customers to self-serve their needs, offering a wide range of number types, in real-time.  

3. Assign your Services – Once you have picked your numbers, just assign them to a Symbio SIP trunk along with your required services and start using them today!

4. Manage your Inventory – Using Symbio’s Connect Portal or APIs, manage your number inventory to enhance operational efficiency and reduce manual errors.

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Conclusion

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Virtual mobile numbers allow you to work anywhere and offer a flexible solution to handling calls and messaging, across devices, untethered from the constraints of traditional digital mobile networks.

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