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Pourquoi la telephonie par Internet est-elle-recommandée pour les entreprises de vente

Le dossier

La téléphonie par internet est considérablement utilisée pour les appels en international. C’est ainsi que le support clientèle de beaucoup de compagnies repose sur ce système qui leur permet ainsi de drastiquement diminuer les coûts de communication.

Il n’y a pas que le support clientèle qui se retrouve ainsi impliqué dans l’usage intensif de ce procédé, mais il y a aussi la vente par téléphone. Tous ces deux usages rentrent dans la catégorie des centres d’appel (call centers).

Jusqu’à présent, l’offre des opérateurs de téléphonique s’est limitée à la fourniture de numéro téléphonique tant pour les appels entrant que pour les appels sortant. Mais, on pourrait se demander si cette forme de transfert d’information ne pourrait pas offrir d’autres services par-dessus la VOIP.

En ce posant la question de savoir quelle sera l’avenir de la VOIP, on arrive à se demander si la VOIX ou la vidéo sont les seules principales opportunités sur lesquelles les opérateurs de VOIP doivent continuer à reposer leurs activités. En effet, un regard sur les nouveaux terminaux qui font usage de la VOIP laisse entrevoir de nouvelles voies de développement pour les opérateurs.

Vu que pour passer un appel VOIP, le client est supposé avoir du crédit sur son compte, on pourrait se demander si l’utilisateur ne pourrait effectivement pas utiliser cet avoir pour d’autres services internet tel que l’e-paiement. Imaginons un utilisateur qui se rende sur un site de e-commerce et décide d’acheter un article. Il fait son choix et puis au moment de payer la note, il n’utilise pas sa carte de crédit ou son compte Paypal comme on a l’habitude de faire, mais plutôt son terminal VOIP.

Pour mieux expliquer ce concept, les sites de e-commerce pourraient par exemple proposer un numéro de téléphone qui serait en faite leur compte chez leur opérateur VOIP. Pour l’acheteur, afin d’effectuer un payement en utilisant son terminal, il suffirait d’entrer le numéro de téléphone fourni par le commerçant suivit d’un code confidentiel de e-payement suivi du montant que l’on veut transférer.

Du coup,  le compte de l’acheteur est débité et un virement est effectué sur le compte du commerçant. Les transactions entre les deux opérateurs de VOIP resteraient transparentes pour les utilisateurs. Ceci contribuerait à booster les ventes et du même coup faciliter les achats pour les consommateurs.

Il est clair que ce concept ne va pas sans interrogation car, comme tout système informatique, il pourrait y avoir des abus et la question serait donc de savoir comment s’en prémunir. Vu les opportunités qui se dégage de ce système de payement, on pourrait donc penser à des améliorations au niveau de la sécurité même de la VOIP qui jusqu’à présent continue d’être le maillon faible de cette forme de communication.

 

S. Gagliardi – Rédactrice d’ACTU PME

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