Voiceflex has revealed aggressive plans to continue expanding beyond its roots as it marches into the omnichannel and contact centre spaces.
Founded in 2005, the firm has focused on the SIP market but initiated a change of focus four years ago, after predicting a decline in demand for its traditional products.
In the time since, it has launched a UCaaS product and, more recently, taken steps into the world of omnichannel – with an adjacent move into CCaaS coming next.
The aggressive innovation comes as Voiceflex’s leadership team reacts to a radical shift in the market.
“The marketplace is inherently changing because everything is moving online,” Voiceflex Chief Commercial Officer Paul Taylor told UC Today.
“We looked at the way the market was going, and we could see that SIP was going to decline, so we knew we needed to move into UCaaS, and we eventually found Televox, which was the start.”
Voiceflex partnered with Televox in 2021, with Voiceflex Flow hitting the market in 2022. Flow sees Televox’s UCaaS platform combined with Voiceflex’s carrier capabilities to create a potent offering for channel partners.
Voiceflex exclusively offers Televox tech in the UK and is one of just 18 integrators in Europe.
Despite the expected decline in SIP, Taylor said Voiceflex continues to add SIP trunks every month with a relatively low churn. However, he noted that Flow and other products in the pipeline will be the driving forces for the next few years.
Flow now accounts for about five percent of Voiceflex’s turnover, but Taylor has aggressive growth plans.
“We’ve got a significant target to treble turnover on a monthly basis; the only way we’re going to do that is to add extra applications,” he said.
Omnichannel and CCaaS
These extra apps start with OmniChat, which builds on WhatsApp’s emergence as a true business tool.
OmniChat is a WhatsApp for Business API that lets customers kick off WhatsApp chats with businesses directly from QR codes. Businesses can also turn unanswered calls into WhatsApp chats to improve customer experience.
Voiceflex will sell OmniChat as a standalone product, but Taylor said it comes into its own when bundled with Flow and carrier services.
OmniChat will soon be followed up by a further step into the customer experience space, in partnership with AudioCodes.
Voiceflex is a distributor for Voca, which is AudioCodes’ Microsoft Teams-certified, AI-powered contact centre.
Voca will be Voiceflex’s hero product in the first quarter of next year, Taylor said, bringing Voiceflex further into the Microsoft arena.
This sits alongside a new over-the-top application for Teams, which lets users plug in Voiceflex’s calling service without needing a Teams Phone Licence.
“Our focus is very much on going down the AudioCodes route,” Taylor said.
“Voca is going to be our prime product for the first quarter of 2024. We’ve got some great orders coming in for Flow, so we’re going to start with Voca and also SBC as a service.
“There’s some really exciting stuff out there, and Voiceflex has always been exceptionally good at spotting bleeding edge products.”
Find out more about Voiceflex Flow, OmniChat and Voca here.
