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You will need to create an easy to use interface so users don't waste time in learning it. And your team doesn’t waste time educating them.
Most business app which has integrated telephony doesn’t have DIY functionality which leads to extra work for your team.
Customers need functionalities like SMS, Call hold, Call Transfer. Give them end to end telephony so they can have a smoother conversation.
Compete against software that already have integrated telephony
Increase your conversion rate by offering customers additional features
Add an additional pricing plan in your services, with integrated telephony
Companies generally don’t want to shift their phone number and will thus not like to shift from your application
Get complete control on your expenses and customers activity