BeneVoice is an intelligent telephone and voice cloud service developed by Benemen Oy headquartered in Finland. BeneVoice offers a modern communication platform for companies’ intelligent and controlled customer interactions both in personal and workgroup levels; enabling telephone services in a consistent way without a need for purchasing separate isolated applications, solutions and devices.
BeneVoice is a company-wide solution providing a holistic view and a control panel for the whole communication. BeneVoice ensures that every voice connection of the organization is recognized, including every endpoint such as mobile subscriptions, soft phones, hard phones and unified communication connections and smartphone apps. Voice calls to and from these endpoints are recorded into the data lake and provided for further analysis. At the same time data privacy, security and access controls are managed with various measures .
Consumption model of BeneVoice is based on user specific monthly subscriptions. There are different options available for different end user roles. At the one end of the spectrum there are enterprise communication users, at the other there are customer service agent roles. The subscription modelling is based on personas in order to ensure that each subscription is aligned with the needs of a specific user group.
BeneVoice is designed to fit companies of all sizes and is of high value for companies that give priority to excellent customer communications and service.
BeneVoice is designed to support and complete Contact Center and Omnichannel type multichannel customer service. The service smoothness and quality can be followed by monitoring and reporting. The system administrators can utilize service management applications to configure the system. BeneVoice services can be integrated into selected third-party systems, which are needed in customer service work.
Fully utilization of BeneVoice telephony services requires, that the phone numbers are transferred to Benemen operator services. The transferred numbers can be mobile numbers, fixed-line numbers, service numbers, etc. The operator services enable using existing numbers as a part of the solution. In addition, Benemen offers personal numbers and service numbers globally. The telephony services can be utilized also with external numbers and phone terminals.
BeneVoice main services:
Call Center and switchboard system operating in fixed-line and mobile networks
Call service pools and personal queues
Mobile subscriptions in different operators’ networks in Finland, Sweden, and Denmark
Callback-service and call list
Contact Center, multichannel customer service solution / Omnichannel with Salesforce or Dynamics 365
Multi-terminal support including mobile phones
Multi-numbering, the users can have several numbers for their needs like work/private
Availability management: personal and devices
Multi-operator and SIP-trunk support
Intelligent and skill-based call routing
IVR services
Microsoft Teams integrated call service solution
Salesforce integrated calls, call history, and record management (Salesforce CTI)
Microsoft Dynamics integrated calls, call history and record management (Dynamics CTI)
Business Intelligence (BI) reporting, monitoring, insights and analytics
Service usage and service level reporting
Service order and management portal
Web services (API) to integrate with the external applications and systems