Monday, February 10, 2014

Getting the Most from Your Call Center, Inbound Service Center

Many customers who operate call centers or inbound service centers are interested in ways to connect their phone system, whether VoIP or digital, with their Customer Relationship Management (CRM) system, such as Salesforce, Act, Goldmine, Sugar and more. In this blog we will discuss the various ways to integrate phone systems with CRM, and what benefits you can realize from CRM Integration.

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Initiate outbound calls from a CRM application, WebPage, Outlook



Click-to-Call, Highlight Dial and more

Systems such as the NetFortris/Fonality Call Center Edition software includes a feature called Click-to-Call which allows you to hyperlink the phone numbers in your web based CRM applications contacts so that when you click the phone number, it originates an outbound call from your extension telephone. Other CRM integration tools such as Samsung's Xchange and Avaya One-X can provide similar integration.

Programs like Outlook that use a standard TAPI interface will be able to initiate calls from your contacts using CRM Integration software from Fonality, Samsung, Ayava, NEC and Mitel products we carry.


TAPI

To initiate a call on a VoIP phone from an instruction page on a Windows-based software PC or laptop, a TAPI interface, available on many digital and VoIP systems can be used. This is useful if a CRM application running on a desktop or laptop would like to place a call through the VoIP system to the associated employee's desk phone.
A TAPI driver is included in most CRM integration software for this functionality.  It was developed in order to give the Microsoft dialer built into numerous tools (Including Microsoft Outlook) access to place calls through your phone system. 
  1. Support will be restricted to only manufacturer tested Windows versions and service packs.
  2. Support hours will be coordinated in advance by appointment only.  

Screen Pop/Web Launcher

Systems such as the Netfortris/Fonality cloud VoIP may include an optional software program named HUD Agent that is used to identify inbound calls by Caller-ID information in your CRM, among many other things. One of the features of HUD is a setting called “Web Launcher” that will allow you to open up a custom configured URL automatically in a web browser window when a call comes in. You can pass the Caller-ID number to your web application in a variable to allow you to look up your customer information by Caller-ID information. Also available, along with caller-ID number information, is the caller-ID name and the extension number of the extension receiving the call.
You can configure the URL to match the URL needed to integrate with your web-based CRM application. We know of customers using this to pull up customer/opportunity records in SugarCRM and Salesforce.com CRM systems using this feature.

Software CRM integration from Samsung, Avaya, NEC, Mitel and Fonality allow for incoming calls to "Screen Pop" contact information directly onto your PC or laptop screen in your existing CRM.  VoIP deskphones and IP Softphones can provide this capability, whether from a hosted or on premise VoIP offering.  Ask one of our expert sales reps for more information.


Open a URL when placing an Outbound call

Similarly to the functionality described above, many CRM Integration tools will allow you to open up a custom configured URL automatically in a web browser window when a call is originated from within your CRM software. You can pass the Caller-ID number of the number being dialed to your web application in a variable to allow you to look up your customer information by Caller-ID information. Also available, along with caller-ID number information, is the caller-ID name and the extension number of the extension placing the call.


Using Custom Applications, Microsoft Lync

Samsung's new Xchange integration can provide a gateway for your new VoIP system to integrate with an existing Microsoft Lync setup in your office.  Seamlessly use Lync as your desktop software that integrates with your Samsung Officeserv 7200/7400 system in single or multi office environments.


Detailed Call Records

For some CRM integrations, the logged historical records of each call are needed in order to compile a history of calls between customers and agents. Although this is an advanced, customized integration that will be very specific to your CRM application, we do sometimes get requests for this. You can collect the call data records (CDR) from your call accounting system in Comma Separated Values (CSV) format and insert them into a database of your choice, or store them in the software with a specified PC or laptop design with adequate storage to handle your call reporting achives.  Products such as Metropolis Office Watch, Office Watch XT and Profit Watch are considered the very best in the industry for management of historical call data.


Custom Call Routing and Special Configuration

Many call centers operate multiple queues, and want to be able to intelligently route calls to different Queues using number dialed (DID) or by more specific information entered by the customer. The Fonality PBXtra Call Center Edition already includes a Call Sequence item named “Go to Submenu by Number Dialed” that you can use to route calls based on what phone number was dialed by the caller. However, sometimes more intelligent routing is desired for applications like the following:
  • Prompt caller for contract number, and be routed to a priority queue if they have an active contract in your database.
  • Look at the caller-id of the inbound caller, and look up what state in the US they are calling from, and route them to the closest local office.
  • Prompt the user to enter their zip code to be routed to your nearest retail store.
  • Integration with your logistics system to allow customers to know when shipments are due to arrive.
  • Allow lookup of billing information (last payment received, remaining balance, next payment due date, etc.)
All of the above (and more) are available by custom integration by your authorized Fonality dealer, Office Telesystems and Fonality’s Professional Services group. Voice recognition and text to speech voice synthesis features are available with these custom integrations. Each project is proposed based on custom requirements and is offered using fixed rate pricing based on engineering time required to perform the integration. 

Office Telesystems offers all products and services listed in this article.  Contact us today to find out how we can help your call center or service based contact center become a better customer service tool.  Request a Quote today!

Tuesday, February 4, 2014

Mobile Extension, Mobex, Mobile Twinning. Pick Your Flavor!



Mobile Extension, Mobex, Mobile Twinning.  Pick Your Flavor!

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For many business owners, organization leaders, and employees alike, the telephone system in their office is packed with features that are rarely utilized.   Many features in today’s business telephone systems have been designed to increase productivity, productivity, customer service and seamlessly connect people anytime at anyplace.  A properly designed phone system will give you far reaching benefits you may not realize.


One feature that is valuable to those who are regularly on the go during or after working hours is Mobile Extension, also called Mobex or Mobile Twinning.  Not every business telephone system is created with these powerful features, but Office Telesystems has hand-picked systems to offer with features like this in mind.  The ability to be mobile and communicate with your customers and co-workers alike can dramatically improve the efficiency and productivity of an office.  Hybrid VoIP Systems such as the Samsung OfficeServ 7000 series, Avaya’s IP Office, Mitel 5000, NEC SL1100 and Fonality Hosted and On Premise solutions all come with the ability to link your cell phone to your office extension.  Many can allow you to call back in on your cell phone and use your extensions direct number caller ID to call out right from your cell phone! Using this method presents the caller identification as if the call was being made at the desk. Not only does this preserve your personal contact information, but also appears more professional.
There are many benefits to Mobile Extension, Mobex, Mobile Twinning, whatever title your system feature has.  With this feature your extensions direct number becomes your one-number access. Therefore, anyone who tries to reach you only needs one phone number to call and you can keep your cell phone number private. 
How often have you been on an hour long drive back to the office hoping that important call doesn’t get missed?  With Mobile Extension, Mobex or Mobile Twinning, you can be reached.  If an incoming call is not answered at the mobile extension, it can be programmed to into your system voicemail.  If a Mobile Extension, Mobex or Mobile Twinning call is answered, users can access their desk terminal to transfer the call, place on hold, or even engage in a conference call.  Check to see if your system is set up with this option.  PRI or SIP trunk services are usually required for proper operation of this feature.
Other desktop phone features that can be accessed by Mobile Extension, Mobex and Mobile Twinning   users include Do Not Disturb, Station and System Speed Dial, Internal Group Paging, Meet Me Answer, Voice Over, Account Code, Park Hold, and Park Hold Answer.
Having the ability to conduct business, professionally and while on the go, can be critical to your business success.  Those who travel regularly, take personal time off, or possibly have an unforeseen circumstance come up can all benefit from this useful mobility feature.  With the flexibility of Mobile Extension, Mobex and Mobile Twinning, the benefits are endless.   Ask one of our sales experts about how this feature can benefit your business today.