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Twilio > Case Studies > Better Voice Enhances Mobile Voicemail Solutions with Twilio

Better Voice Enhances Mobile Voicemail Solutions with Twilio

Technology Category

Sensors - Flow Meters
Sensors - Liquid Detection Sensors

Applicable Industries

Cement
Telecommunications

Applicable Functions

Sales & Marketing

Use Cases

Speech Recognition
Time Sensitive Networking

Services

System Integration

The Challenge

Better Voice, a provider of customizable voicemail and phone services, faced the challenge of integrating voicemail services with multiple platforms and making them accessible via mobile. The company's primary clientele, real estate agents, required an efficient and flexible voicemail system that could handle incoming calls with voice, SMS, and email messages. The information from these calls needed to be automatically extracted, integrated with existing CRM and other systems, and prioritized for response. The challenge was to build a customizable, complete voicemail system that could meet these needs.

About The Customer

Better Voice primarily serves businesses and individuals who rely heavily on their phones for their livelihood, with a particular focus on real estate agents. These agents operate principally from their cell phones and require an efficient and flexible voicemail system. As Better Voice grew and added more features, its client base expanded from real estate agents to a wide range of professionals that rely on mobile phones for their business. Clients find that Better Voice's solution allows them to improve their customer relationships, save time, and close more business. Notable clients include The Children of America Schools, which needed 62 custom interactive voice responses (IVR) for its school system, and The Goodlife Team Real Estate Brokerage, which was able to give all 50 of its agents a customizable work phone number integrated with its CRM system.

The Solution

Better Voice leveraged Twilio's features (SMS, MMS, Voice, Client, and SIP) to develop a drag-and-drop call flow builder. This solution offers voicemail transcription, call information capture, dynamic call handling, CRM integration with more than 250 systems, call prioritization, outbound VoIP forwarding, and SMS messages. Users can select an available local or toll-free phone number from Twilio's worldwide pool of SMS-enabled phone numbers. A default call flow consisting of a greeting and voicemail is automatically configured, which can be easily changed using a built-in Template Wizard. Customers can configure a call flow with recorded or text-to-speech greetings, menu branching based on caller key presses, voicemail, call forwarding, and SMS responses. The solution also provides unlimited length voicemails that are automatically transcribed to text and delivered via the Better Voice app, text messages, or email.

Operational Impact

The implementation of Twilio's features into Better Voice's services has resulted in significant operational benefits. The drag-and-drop call flow builder has made it easier for customers to create customized response systems quickly and easily. The solution's ability to automatically transcribe voicemails to text and deliver notifications via various platforms has improved efficiency and convenience for users. The integration with over 250 CRM systems has streamlined the process of capturing and prioritizing call information. Furthermore, the partnership with Twilio has provided Better Voice with early product betas, the ability to influence Twilio features, more sales leads, and closer participation in the Twilio community. Better Voice continues to improve its features and functions, with plans to increase the power of its smartphone app to become a complete IP phone comparable to the most advanced on-premises phone system.

Quantitative Benefit