We spoke with Javier Garcia, CTO of Astroline, on the evolution of the voice channel in the context of digitalization and the opportunities that this has generated in the market. Javier shares his experience and knowledge on how voice has become an essential tool for business communication and how artificial intelligence is transforming the way companies interact with their customers.
In addition, it reveals how Astroline is contributing to the digitalization of this channel to improve the customer experience and increase operational efficiency. We will discover how Astroline, as a unified communications provider, has managed to integrate voice into solutions such as Microsoft Teams and how they see the future of business communications in Spain. Javier also shares key tips for companies considering adopting unified communications solutions and how these solutions can impact cost reduction and decision making.
[MCPRO] How has the voice channel evolved with digitalization and what opportunities has it created in the market?
[Javier García] In recent years, there has been a significant evolution in the voice channel thanks to the digitalization of many operational processes. Companies are replacing physical switchboards with cloud-based tools, improving the efficiency and convenience of communications. In this new landscape, voice has become a fundamental tool that provides companies with information and interaction with customers that other channels cannot match.
We have witnessed how the market has led each company to analyze how it could integrate its voice channel into its systems. Furthermore, the emergence of cloud processing, decentralized tools, and especially in recent months, AI, has ensured that each user can have access to any interaction they make with their client, thus improving customer service. and service provided.
[MCPRO] What role does artificial intelligence play in the digitalization of this channel and how is it transforming the way companies interact with customers? What role do you think it will play in the future?
[Javier García] Technology is advancing rapidly and the importance that AI has gained for companies is evident, since more and more companies are betting on the digitalization of their processes. To quote Bill Gates, founder of Microsoft, “businesses will be defined by their ability to leverage AI.” This shows that AI is not just a fad or a threat, but a tool that we must make the most of. We must understand how it can help us in our daily lives, in our relationships with clients, and in the performance of the company.
In this sense, AI plays a crucial role in the digitalization of the voice channel. We have been enjoying the amount of benefits it offers us for a long time and this also improves every day. Some of the functionalities that AI has provided to channels voice, allow companies to increase their efficiency and improve the quality of customer service, for example.
To mention a few Of these functionalities, we can talk about real-time transcription, which allows us to incorporate that voice interaction as text within our systems. This opens up the possibility of searching and analyzing calls without having to listen to them again.
I believe this is just the beginning and I am confident that AI will continue to be a driver of change for the digitalization of the voice channel and that companies that adopt AI-based solutions will have a clear competitive advantage in the future.
[MCPRO] How is Astroline contributing to the digitalization of this channel to improve customer experience and increase operational efficiency?
[Javier García] When Astroline was born, many years ago, we were able to see the importance of digitalization of the voice channel in companies and we decided to bet on it. During all this time, we have been incorporating new tools that have emerged in the sector, but above all, we have always tried to anticipate the next move, to be able to offer the latest technology.
Does a few years that We saw how Microsoft was doing its homework well, allowing third parties to start interacting with its tools. From that moment, in Astroline focused on being a Microsoft supplier in the voice part, currently becoming the only partner that is 100% dedicated to the voice channel within Teams.
We have been developing applications and generating improvements for several years to ensure that our clients have the integrated voice channel on the leading unified communications platform that is Teams. This allows companies to have tools that present analytical and business control indicators, which positions them ahead in their sector.
“AI plays a crucial role in the digitalization of the voice channel”
[MCPRO] How does the figure of the Astroline Operator coexist with the role of Integrator/Consultant?
[Javier García] Our Integrator leg arose from observing that, in every project, clients faced the same situation: they had a telecom provider integrator/consultant who offered them a solution, but they always had to involve a third party for Carrier services. Furthermore, when international coverage needs arose, everything became even more complicated, since they had to look for a new partner in the country where they wanted to operate.
Therefore, we can say that not only do they coexist well, but they are the ideal complement. It is a synergy of services that allows us to design solutions in projects completely closed to the client, where we solve any type of need within their voice channel.
Astroline continues to grow globally, expanding our coverage to more countries and increasingly offering a wide range of numbering. This allows us to accompany our clients and relieve them of the stress of managing their telephony in different locations, while providing them with integration and consulting to ensure that all their communication tools and channels are fully operational, without depending on multiple actors or coordinating different partners to achieve their objectives.
All of this is aligned with a concept that we have all heard about, Unified Communications as a Service, that is, being able to give a client voice service with a single entry point without having to need a voice integration project. it dilates in time.
[MCPRO] Talking about UCaaS. How do you see these types of solutions, and how do you think they will evolve in Spain?
[Javier García] Within the field of Unified Communications, many actors have tried to adapt tools and unify programs on a single platform, but Microsoft has proven to be the most successful in its approach.
They have been dedicating effort and resources to their business communication tool Teams for years, because they have observed that the The greatest common element that any company has when it comes to providing service to its clients is the confluence of information, and that information, logically, can come from different places (email, telephone, social media, chat interaction or even ticketing).
Being a Microsoft partner from the beginning, we have worked on the implementation of Direct Routing and witnessed how ha evolved its phone system, including the opening of Operator Connect, which allows operators like Astroline to offer their services within the Teams environment with a simple click.
We feel comfortable and proud of the tools we have developed and how we have managed to incorporate all the experience and data of the voice channel into the world of Teams, so that all clients, regardless of their size, objective or sector, can have a ally in voice communication.
[MCPRO] What value does Astroline offer communication tools like Microsoft Teams?
[Javier García] Astroline is the perfect partner for communication tools such as Microsoft Teams since we complement their solutions by providing complete integration of Voice with CRM or Ticketing applications, among others. This integration allows Microsoft Teams users to take full advantage of collaboration capabilities, while improving worker productivity in several ways.
On the one hand, our solution allows you to make and receive phone calls directly from Teams, avoiding the need to use separate devices or applications. Additionally, by integrating voice, we centralize all communications on a single platform. This makes it easier to manage and track interactions as users can access call logs, conversation histories and relevant data in one place, saving time and effort searching for scattered information.
“Adopting a unified communications solution is the natural step”
[MCPRO] What are the main questions that companies considering adopting a unified communications solution should ask themselves?
[Javier García] Really, the question that the company has to ask itself is not “why should I adopt a unified communications solution?” but “how and when?” Companies have to assume that adopting a unified communications solution is the natural step and, therefore, should be considered “when” (which should be as soon as possible) and “how”.
The how is essential because it is very important that the company self-analyzes what it will need and what it is looking for in that tool. These initial questions are what really allow the transition to a tool of this type to be a success.
It is essential to understand which sector the company is heading towards, what scalability needs they have, if their size is going to change, what type of weight voice information has within their company… In addition, focusing on the security part is essential, paying special attention to something as delicate as the interaction with your end client. This becomes more important when we talk about voice integration, since, for example, it may involve hiring or collecting sensitive data.
[MCPRO] What do solutions like yours provide in areas such as cost reduction or improved decision making? What are the main KPIs it impacts?
[Javier García] What we contribute in a type of solution like ours is something that can sometimes seem intangible, but that everyone understands, we buy time. Nowadays, time is the greatest value we can have at any level. Unifying the entire voice channel under a single provider provides faster execution times and results that quickly show return.
Furthermore, the information provided by a solution like ours is key to achieving much more efficient communications, maximizing the time of our team, and therefore improving the service we offer to our clients.
