Encyclopedia of Cloud Telephony—A Comprehensive List with Definitions

Acefone Editor

Author

Cloud Telephony

September 7, 2020

9 mins read eye

Table of content

Technical jargon can often be intimidating, and sometimes even deterring. You have to keep searching every other word up on the Internet, wasting your time and tiring your efforts. However, there’s no need to be bothered by these cloud terminologies anymore! Use our ready resource to answer all your queries. We have collated the most used terms in this field for your convenience.

1. ACD:

Automatic Call Distribution, also known as virtual-receptionist or automated call attendant, is a telephony system that automatically routes incoming calls to various agents or teams on different devices (mobile, landline, etc.).

2. Automated Calls:

Calls that play a pre-recorded voice message for the customer are known as automated calls. These can be triggered to any number of people, at any time by setting up a voice-recording.

3. Agent Absenteeism:

This call center metric calculates the total number of days or hours of unauthorized or sudden leaves taken by an agent.

Mathematically, it is calculated by the formula:

Agent absenteeism = Total hours of unauthorized absence / Total hours of expected service (over the same period)

4. Agent Attrition:

This call center metric helps managers calculate the agent turnover rate in a given period of time.

Mathematically, it is given by the formula:

Agent attrition rate = Number of agents that leave in a given period of time / The average number of agents in the same period of time

5. AI:

Artificial Intelligence (AI) is a branch of computer science aimed at building smart systems or machines that can act and think like humans. The overall goal of AI is to learn and achieve specific tasks without any human intervention.

6. API:

Application Programming Interface (API) is a programming code or algorithm that enables two or more software applications to interact with each other. In other words, an API transmits information from one data point to another.

7. Average Call Handling Time (AHT):

This metric identifies the average time spent by an agent to complete a call. Here we consider the total duration of the call—from the time it is picked to the time it is disconnected.

It is given by the formula:

Average call handling time = (Total Conversation time + Queue Time + Total Wrap up time) / Total number of calls

Refer to points 32 and 40 for the definitions of wrap up time and queue time.

8. Average Speed of Answer (ASA):

This refers to the average time taken by a contact center to answer an incoming call.

The formula used is:

Average speed of answer = Total wait time for call / Total number of received calls

9. Bulk SMS:

It is a mass communication tool used to broadcast text messages to several recipients instantly. It can be used to promote products and services or give live updates. You can procure this bulk SMS solution via traditional telecom providers or via cloud telephony service providers.

10. Business Continuity Plan:

It is a process of creating solutions or systems of recovery and caution to deal with potential damage or threats to a company. As the name suggests, it also aims at maintaining operational continuity, uninterrupted by any disaster. Cloud telephony supports BCP by facilitating uninterrupted call handling efficiently.

11. C2C:

Click-to-call is a marketing tool that allows seamless connection with a business at zero cost. A user simply clicks on a button to enter their contact number, and the company calls them back instantly.

12. Call Abandonment Rate:

This metric is defined as the number of abandoned or dropped calls as a fraction of total incoming calls. It gives an insight into the efficiency of a call center.

The formula used is:

Call abandonment rate = Number of abandoned calls / Total number of incoming calls

13. Computer Telephony Integration (CTI):

Commonly referred to as CTI, it is a technology that allows interactions between telephones and computers to be coordinated. The term can also be used to describe automatic call routing as a server-based function.

14. Call Forwarding:

Also known as call diversion, it is a telephony feature that facilitates re-directing of calls to another number.

15. Call Queue:

This concept is widely used in call centers. When all agent lines are busy, subsequent calls are placed on a virtual queue known as a call queue. As it is an important concept, call center managers should focus on call queue management with proper techniques.

16. Cloud Telephony:

It refers to a phone exchange or a PBX system that is hosted on an off-premises data center. You access these services via the Internet (cloud) and enjoy several advantages over traditional PBX. Solutions like IVR, TFN, number masking, voice broadcasting, and more, just add to the appeal of cloud telephony solutions.

Recommended Read: Ultimate Guide to Brand Building with Cloud Telephony

17. Call Recording:

It is a vital feature of cloud telephony that lets you record all the answered calls. Therefore, a record of your conversations with the clients is always present on the database.

18. Conversion Rate:

This metric gives an idea about the total number of successful calls. The definition of call success can vary across call centers. For some, it means the number of converted sales, while others can perceive it to be the number of resolved or closed queries.

It is given by the formula:

Conversion rate = (Number of successful calls in a given period / Total number of calls received in the same period) * 100

19. Cost Per Call:

You can gauge the overall return on investment (ROI) using this parameter.

Mathematically, it is defined as:

Cost per call = Total cost of running a call center in a given period / Total number of calls received in the same period

20. Customer Satisfaction:

This subjective call center metric gives a tentative measure of happiness or satisfaction level of a customer. It is generally gauged through survey or feedback campaigns, though companies also often define their own parameters to understand customer satisfaction levels.

21. Customer Experience (CX):

This refers to the overall impression a brand leaves on a customer. A good CX implies all or most of the customers’ expectations were fulfilled with the best possible service. It is an umbrella term that encapsulates the entire customer journey, starting from reaching potential clients to the final sale and post-sale assistance.

22. Cybersecurity:

Cybersecurity refers to various practices and corresponding technologies adopted to protect digital devices and connecting networks from data theft or unauthorized access.

23. DTMF:

Dual-Tone Multi-Frequency is the frequency of tones generated when someone presses on the mobile or landline keypads. The specific frequency of a digit is used to transfer information to the corresponding agency.

24. Hosted PBX:

A PBX system provided by a third-party enterprise is known as a hosted PBX system. It can be accessed with an Internet connection (cloud) or PSTN service. Cloud-hosted PBX systems offer several benefits like efficient call routing, personalized messages, analytics, and more. Therefore, this solution proves to be more cost-effective than traditional systems.Refer to points 28 and 31 for definitions of PBX and PSTN.

25. First Call Resolution:

This refers to the capability of a call center to resolve issues or complete sales on the first call a customer makes.

Mathematically, it is given by the formula:

First Call Resolution = Number of successful calls in the first attempt / Total number of unique or first calls

26. IVR:

Interactive Voice Response is a telephony solution capable of answering incoming calls with pre-recorded messages. It interacts with callers using navigable key input menus. It can route incoming calls, initiate self-service, and even conduct surveys. Moreover, IVR can be hosted on the cloud as well as incorporated into your PSTN.

Recommended Read: IVR Guide for Beginners

Refer to point 31 for the definition of PSTN.

27. Machine Learning:

It is an algorithm that allows computer programs to learn from experience, i.e. the program can access data and improve on its own without human intervention. It is a subset of artificial intelligence (AI).

Refer to point 4 for the definition of AI.

28. Missed-Call Marketing:

This marketing campaign allows customers to leave a missed call on a specified number and registers their response. You can use missed call marketing for varying forms of campaigns—from the promotion of products to seeking support for a particular cause.

Recommended Read: Beginner’s Guide to Missed-Call Service

29. Number Masking:

This solution allows callers to converse without revealing their actual phone numbers. E-commerce agencies or similar service providers typically protect customer/agent identity and restrict transactions to their platform using number masking solution.

30. Occupancy Rate:

It is a call center metric that defines the actual time spent by an agent on attending calls.

It is given by the formula:

Occupancy rate = Total Time on Call / Total working hours

31. OTP:

You must have used countless OTPs or One Time Passwords for verification and transactions. These are temporary or dynamic passwords, sent via SMS, call or email, that authenticate a transaction or login.

32. PBX:

Private Branch (Automatic) Exchange is a telephony network or switching mechanism developed within an organization to exchange or transfer calls—internally as well as externally.

33. Percentage of Calls Blocked:

This metric is rather self-explanatory. It is used to gauge the percentage of callers who could not connect to the call center and received a busy signal instead.

It is given by the formula:

Percentage of calls blocked/ missed = (Number of calls missed / Total number of calls) * 100

34. PRI:

Primary Rate Interface is a physical telecommunication system that allows users to exchange data (voice, video or files) within an organization. Depending on your country, a single PRI line can accommodate 23 or 30 simultaneous transmissions.

35. PSTN:

Public Switched Telephone Network is a global network of physical telephone lines—originally copper wires—used to transmit voice data. It is operated by numerous national and regional telecom operators.

36. Queue Time:

This metric calculates the average time spent by a customer waiting in a call queue.

It is given by the formula:

Queue time = Time spent by callers waiting in a queue / Total Number of calls

37. SaaS:

SaaS stands for Software as a Service. Instead of installing software on a system or a network of systems, organizations can access it on the cloud via an Internet browser. SaaS is considered as the best option for India SMEs.

38. Self-Service:

A practice of assisting oneself usually while making a purchase or looking out for a query resolution. Companies these days are deploying systems that aid customer self-service and empowerment.

39. Service level:

This metric is defined as the percentage of calls picked or answered within a stipulated time. It is used by managers to gauge the activity level of an agent.

It is given by the formula:

Service level = (Number of calls answered within the set time/ Total number of calls) * 100

Set Time (in seconds)

The typical standards used in call centers are 80/20 or 70/30.

40. Toll Free Numbers:

Also known as 1800 numbers, these numbers allow callers to connect with businesses free of cost. Instead, the charges are borne by the number owner. You can avail these services either via traditional telecom service providers or through cloud telephony service providers.

Recommended Read: Toll Free Number Guide: Benefits, Usage and Working

41. UCaaS:

Unified Communications offers a single communication platform entailing services like video conferencing, instant messaging, file sharing and more—all hosted on the cloud.

42. Vanity Number:

These are alphanumeric contact numbers primarily used for business communication. They are of the form XXXX-WORD, having a high recall value, and are used to boost brand recall.

43. Virtual number:

This service connects phone calls via the Internet, instead of through traditional modes of connectivity like a SIM card or a physical phone line. It is primarily used to forward calls from a marketed number to any other destination.

44. Virtual Call Centre:

It is similar to a customer service call center where agents are not limited to working from a specific location. They are working remotely but are connected via virtual call center software.

45. Voice Broadcasting:

It is a telephony solution used for mass transmission by broadcasting messages to numerous recipients instantly. Its applications range from promotions to emergency notifications.

46. Wrap-Up Time:

This call center metric is defined as the time spent in post-call or follow-up tasks such as completing a transaction, noting customer details, etc.

Conclusion

Hope this encyclopedia gave you an understanding of the commonly used terms associated with cloud telephony.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Acefone Editor

Author

Acefone provides a broad range of cloud communication services to businesses of all sizes, which includes Hosted Phone Systems, Free Phone Numbers, and Cloud Contact Center Solutions. Being the UK's leading provider of VoIP service provider, we always strive to provide excellent customer service and high-quality custom solutions to our customers.

Use VoIP Services To Improve Your Team Performance

Yukti Verma

Author

Voice - VoIP

September 4, 2020

4 mins read eye

Table of content

If you want a high performing workforce, you need to equip your staff with all the tools they need to succeed. An empowered team is a happy and productive team, and, therefore, boosting staff morale is important for maintaining a good work culture.

This is where VoIP services come in handy. Hosted phone systems allow employees to do their best by not restricting them to desks.

If you’re investing in VoIP phone system, you are also investing in productive ways to help your staff deliver great customer service.

1. Give your Team all the Information it needs

As VoIP integrates seamlessly with most CRM systems, agents can freely access all relevant information needed for customer service.

Your reps can easily pull up customer purchase information, call history, and preferences without needing to log into another system. They can access their VoIP phone on any device—laptop, mobile, or tablet.

This wealth of information can then be used to deliver excellent customer service to each and every caller. A personalised service will encourage customer loyalty as people will feel that your team has their best interests at heart.

With this telephony system, employees can also leave detailed notes for the next agent, so queries can be addressed without interruptions.

2. Give your Team Flexibility

Your team no longer needs to be confined to the office. The way we all do business has changed over time. It is important to keep up, and a VoIP phone system will help you do just that.

All you need is a stable Internet connection, and your employees can join the cloud phone system using their preferred medium. They can switch devices with ease, even during a call, and can enjoy crystal clear communications wherever they go.

Empower your team to be able to travel where they are needed; if they’re able to visit clients without worrying about missing out on other leads, you can ensure maximum productivity and a happy workforce.

3. Utilise Amazing Features to Free up Staff Time

Time is precious and often limited. Luckily, cloud based phone system are packaged with amazing time-saving features that free up your staff for critical work.

One such feature is voicemail-to-email, which allows employees to attend meetings without fear of missing an important call or enquiry. Voicemails left on an agent’s phone will automatically be forwarded to their email address as sound files. This allows your reps to be notified on the go and follow up with customers at the earliest convenience.

The ability to store detailed information about customers directly on the phone system, and to integrate it seamlessly with your CRM, helps free up a significant amount of time.

This means that agents can pull up any important information they need from customer accounts on a unified platform, without having to login and search through multiple systems. Since the admin does not have to input new data into multiple systems, this time can also be better utilised.

4. Use Analytics to Ensure Team Development

Your VoIP system gives you access to useful analytics and insights for project management and overall development. Managers can access these reports and share relevant parts with their team to highlight problem areas.

These analytics can help agents take charge of their own development by giving them quantitative feedback on their performance. Insights into call times, waiting time, and similar data concerning individual performance can help staff focus on improvements.

In addition, the online portal gives agents access toCthat they can listen to later and understand where they need improvement.

5. Let Agents Choose where they Work

Once you switch to a VoIP phone system, your employees are granted the freedom to work from the place of their choice—as long as they have a steady internet connection. This means they can work from home if they have appointments or childcare concerns, without needing to take a leave. It also means that they can travel to meet clients and work in a café or hotel on the go.

This flexibility can motivate and empower your team, so they feel valued and stay dedicated to your brand. Particularly during a stressful time such as the COVID-19 pandemic, VoIP for remote workers has become the norm.

Once the restrictions are lifted, employees may prefer remote work more often. You can enable them to do so by equipping them with all the tools they might need.

VoIP phone service can support your staff in a number of ways. You can give your agents more opportunities to perform to the best of their abilities, along with the opportunity to learn and develop.

To find out more about how VoIP can be used to empower your team, dial 1888-859-0450 for a discussion about our services or read more here about the features of Acefone VoIP phone system.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Yukti Verma

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Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

All You Need to Know About Call Conferencing Feature

Yukti Verma

Author

Contact Center

September 3, 2020

4 mins read eye

Table of content

In the age of the internet, connectivity is everything. For those working remotely, it even becomes a necessity. Businesses need to ensure that their staff, from all corners of the world, can collaborate and work as a team.

Here, comes call conferencing. As a power-packed feature of a hosted phone system, it allows you to nurture and establish a productive work atmosphere. You can create such an ambience even if you don’t work in the same office or on the same continent as your colleagues.

In this article, we explore everything you need to know about the conference call feature of your hosted phone system.

1. Allows Freedom to Collaborate

On a business cloud phone service, a conference call can be made in a few simple steps. By encouraging staff members to use this feature, you can cultivate a collaborative workspace and enjoy its benefits.

Teams that collaborate simply work better; their shared expertise drives profits. In a remote working set-up, this is harder to implement. Call conferencing makes it easy to access and share information, give updates, and work together. The opportunities for collaboration are almost endless with call conferencing on your hosted phone system.

2. Connect Anywhere in the World

It doesn’t matter where your agents are based, you can connect seamlessly with your staff as if conducting the meeting face-to-face.

You can even call multiple agents and enjoy crystal clear communications. You will not be charged international calling rates, instead, calls can be included in your hosted phone plan. Hence, all you need to do is prepare for your meeting!

3. Record Conference Calls to Help you Keep Updated

Missed a conference call? Or simply want to crosscheck something? You can record your calls to ensure that no one misses out on any important discussion. An employee on leave, who might have missed a meeting, can simply pull up the recording and listen to exactly what was discussed—with little or no room for misunderstandings.

Call recordings are often vital to ensure that you have all the information you need to move forward with your projects. It also keeps you up to date with your team. Furthermore, team members in different time zones can also listen in at a more convenient time.

4. Conference Call from any Device

You can participate in or host a conference call from any internet-enabled smart device —a laptop, tablet, mobile phone, or your desk phone. This means that you are not confined to your workstation, and can go wherever your business takes you, without missing out on important calls or meetings.

Remote workers can confidently work wherever they want to, knowing that their hosted phone system will allow them to connect to your conference call without any hassles.

5. Support the Mental Health of your Workers

Call conferencing helps workers feel included in your team no matter where they are. Especially during a pandemic or a lockdown when workers may feel isolated if they aren’t in touch with their colleagues.

You can help support workers’ mental health by including them in conference calls and ensuring that these meetings are happening regularly. It also reduces the strain of promoting a productive workflow. While employers cannot be expected to have the same level of communication, conference calls are a great way to connect during difficult times.

Conclusion

Call conferencing is just one of the amazing features of a hosted phone system. It can bring your business immense benefits at economical prices. Encouraging such collaboration can ensure that your business runs smoothly and that customers are satisfied even during a pandemic or crisis. Call conferencing can also help you broadcast vital information across your teams without the need for multiple emails.

To find out more about how conference calls can help you create a collaborative and efficient business model with workers all over the world, visit Acefone today.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Yukti Verma

Author

Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

6 Reasons Why Remote Working Isn’t Just For Lockdown, It’s Here To Stay

Kritagya Pandey

Author

Contact Center

September 2, 2020

5 mins read eye

Table of content

We are navigating through some uncertain times right now. The outbreak of COVID-19 needs companies to increase corporate resilience, ensure the safety of their employees and do it all virtually!

COVID-19 has reset major work trends and compelled HR leaders to rethink employee management, planning, performance, and strategies. Most of the enterprises across the globe have decided to extend remote working as a business continuity plan in the wake of this pandemic.

Regardless to say, COVID-19 has permanently changed the future of work and the way businesses will operate.

Microsoft CEO, Satya Nadella reflected in early May, “We have seen two years’ worth of digital transformation in two months.”

However, amid unprecedented job losses, suspension of transport, and rising health concerns, remote working has played a significant role in sustaining businesses.

Let’s understand some future work trends that will rise in the corporate and business sectors.

1. Digitisation and Adoption of Technology

The transition to remote working from mid-March 2020 has witnessed about 25% of workers and small business owners invest in new digital tools. These tools have benefitted the companies to scale and continue with their operations even in these critical times. Digital transformation has led to permanent effects on labour, as businesses see remote working a step into the future.

Alexandra Levit, a workplace expert and futurist, believes that the pandemic has simply accelerated the transformation process. Businesses that haven’t adopted digitisation yet will have to come up with newer ways to restructure the workforce.

To sum up, 94% of business leaders believe that the digital tools and transformation are going to change the need to travel for work in the future, and 85% think that the tools will permanently deliver greater flexibility to work from home in the future.

2. Transitioning towards Hybrid Working

“Will the in-office working model prevail?”

“Will remote working take over the current working model?”

One of the main reasons that enterprises will continue to work remotely even after the pandemic is the feasibility of telecommuting. The transition back to the office will be the bridge to a hybrid workspace. Managers and owners must implement short term actions like strict cleaning protocols, rethinking meeting spaces and updating safety measures.

Moreover, remote working is feasible for anyone with a laptop and a stable internet connection. As the companies restructure office spaces in the future, splitting work between office and home will be unavoidable.

3. Renewed and Fortified Remote Work Policies

Well, now it is quite clear that remote work is here to stay. The uncertainties regarding the pandemic and health concerns make it evident for businesses to continue operating virtually.

74% of enterprises are now considering remote work even after the pandemic gets over.

However, telecommuting has its own restrictions regarding employee performance and productivity.

After months of operating virtually, it has been recorded that 35-40% of remote workers are more productive than people who work in corporate offices.

Thus, companies need to come up with more sustainable work policies for their employees. Enterprises will have to increase virtual work capabilities and reframe responsibilities of individuals and teams to ensure success.

For instance, Twitter has already amended its remote work policies to form a “distributed workforce.”

4. Descend of 9-5 and the Rise of Flexible Working Hours

If we were to pick some takeaways from what the pandemic has taught us, it would be practising better hygiene and functional digitisation of workplaces.

With the restriction on physical interaction amongst employees, the foundation of remote working is built on mutual trust and loyalty. The dated concept of ‘working 9-5’ is slowly fading away.

With increased flexibility and the freedom to work on their own terms, employees are able to maintain a healthy work-life balance.

Additionally, With no time wasted on commuting, workers can spend that time actually working. This reduces unnecessary hassles and furthers mental health.

5. Quality over Quantity

A few months back, employees’ productivity was equal to the sum of total time spent in front of the desk, the number of leaves taken and a bunch of other quantitative aspects. However, these superficial norms have been flipped upside down ever since people started working remotely.

Managers can no longer see what their employees are doing and can not judge their work based on hours spent at the desk or in front of the computer. Employees now have the flexibility to work from anywhere and anytime, when they feel the most productive.

Remote working has introduced a more ‘transparent’ work culture and parameters have become more qualitative. With the advent of ‘result-oriented work culture’, remote working has curbed the need for micromanagement and instilled fresh working practices.

6. Focus on Skill Recognition

The future of work seems brighter than ever because remote working has eliminated the concept of petty office politics and small gossip. The current work from home scenario has pushed companies to follow a more organised, transparent, and unbiased work process.

Employees are communicating openly with their teams and managers to create more result-oriented changes. The only focus is on how strongly the employees are able to turn the tide without engaging in politics and unnecessary small talks.

What is the Future of Remote Working?

a) Facebook

“We are going to be the most forward-leaning company on remote working at our scale,” says Facebook CEO, Mark Zuckerburg in an interview. The social media giant will allow as many as 50,000 employees and recruits to work remotely on a permanent basis.

Zuckerburg also anticipates that within the next five to ten years about 50% of Facebook’s workforce will work remotely.

b) Twitter

Twitter CEO Jack Dorsey has announced that employees can work from home for as long as they want. Dorsey said it was very unlikely that Twitter would open its offices before September.

A Twitter spokesperson said that the firm had been uniquely positioned to respond quickly and allow work from home for its employees. Adding to that, he says, “So if our employees are in a role and situation that enables them to work from home and they want to continue to do so forever, we will make that happen.”

Are you looking to convert your traditional office setup to a more organised remote working model? Opt for Acefone’s intelligent cloud solutions.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Kritagya Pandey

Author

Kritagya Pandey is a creative and technical content writer, editor, and strategist. She has been writing on customer experience, customer service, artificial intelligence, cloud communication, and more. She invests her time researching the current business, market trends, and studying about social media strategies.

4 Ways How On Hold Music Can Help Your Business Retain Customers

Yukti Verma

Author

Contact Center

September 1, 2020

4 mins read eye

Table of content

Silence can be awkward.

Even more so, when a customer just wants a quick response.

On Hold Stats

Statistics Source: On Hold 32

This report shows just how important on hold music can be. Music keeps callers engaged long enough to wait and speak to the customer service team.

Long waiting time and being on hold can negatively impact customer experience and with it, the brand’s image. Music on hold keeps provides more opportunities to serve potential clients.

This article will elucidate the benefits of incorporating music on your phone lines.

1. Music changes Customer’s Perception of Time

Stats Regarding Music On Hold

Statistics Source: On Hold 32

These statistics show a striking difference between perceived hold times and how music can have a positive impact.

No caller wants to wait in a queue, but sometimes that is inevitable. Long wait times can lead to customer dissatisfaction as they begin to feel undervalued. A customer dissatisfied at an early stage in the purchasing process is less likely to buy from you.

Music on hold is the simplest way to counterbalance long wait times and customer dissatisfaction. Even during your busiest hours, if callers are entertained by some music then they may not feel so irritated.

2. Customers are Confident when their Call is Connected

Dead silence, while on hold can actually cause confusion. In fact, customers might doubt their connection and hang up or assume that the call was cut. This could build up frustration.

Music on hold assures a customer that they’re in a queue and that their call has not been disconnected. 85% of callers prefer music or information on hold as compared to complete silence. If you wish to run a customer-centric business then this is definitely the right option to implement. Music helps retain potential clients on the line without any hassle.

Stats By M12 Solutions For On Hold Music

Statistics Source: M12 Solutions

Can your business afford to lose a third of your potential leads?

3. Create a more Pleasant On Hold Experience

Studies show that music has a positive effect on our psychology. This means that no matter what a customer is calling about, the right kind of music can instantly lift their mood, making work easier for your customer representatives.

A caller with a complaint will get frustrated if put on hold; silence will only aggravate that feeling. On the other hand, a melodic tune might calm your customers, making them more rational and open to solutions provided by your agents.

Research shows that the right music can create a more pleasant experience for callers. Music for one could be noise for another. A broad range and multiple options allow customers a choice to opt-out and hear updates or important information instead.

Of course, any music you choose must be high in quality and clarity. Nothing is worse than a faint buzz or an irritating lag.

4. Music can Boost your Sales

Music on hold can be cleverly customised to sell further products when interlaced with messages or promotions. Customers can not only hear pleasant music but also the latest updates on the services you provide.

A customer may call you about one service, and be unaware of your other offerings. A business can, therefore, make the most of these customers’ hold time. They can cross-promote products and services to the clients in an unintrusive way.

Such music provides a fantastic opportunity to freely advertise to your target audience, giving you access to interested customers who are already in touch with you. These leads are likely to be warm and receptive. A simple way to retain customers and boost your sales at the same time.

To Wrap Up!

Overall, music on hold can be used as a smart and cost-effective marketing tool to keep customers engaged. This can be the perfect solution for businesses that receive a high volume of calls and worry about losing potential clients due to long waiting times.

Music on hold has proved that it’s a great way to retain customers and ensure that your representatives have the opportunity to serve them. Why not make use of this tool to enhance your customer experience from the first point of contact?

Acefone provides this compelling feature through a hosted phone system to make your call operations easier. Customise your on hold music with the various available options. Contact the sales team on 1888-859-0450 for further information.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Yukti Verma

Author

Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

Top 10 Must-Have Features of Call Center Phone Systems

Yukti Verma

Author

Contact Center

August 31, 2020

7 mins read eye

Table of content

Call centers have emerged as a key touchpoint for businesses in India. They enable establishing contact with customers, understanding their demands, and offer quick and efficient solutions.

Though a typical call center phone system’s setup reminds us of long call queues and frustrated customers, the modern-day industry has become increasingly streamlined. Backed by cloud-based call center phone systems, businesses can now offer contextual customer experiences in an organized manner. The global contact center market is expected to grow at a CAGR of 24% by 2030, reaching up to $148 Billion.

Why this rapid growth?

Call center phone systems come with a variety of cardinal features, helping businesses of all sizes communicate efficiently. Considering the rapid digitization of business communication services in recent time, companies are switching to call center phone systems faster than ever.

Must Have Call Center System Features You Need

Call-Center-System-Agent-Conversing-With-Customer — Smiling young african businessman call center agent wear wireless headset laugh at workplace, cheerful happy black male telemarketer operator have fun at work break in customer service support office

To ensure that your business meets customer expectations, here are the top 10 must have call center system features.

Interactive Voice Response

Interactive Voice Response (IVR) systems enable customers to navigate to the concerned customer service agent. The IVR system presents a set of options to the customer in the form of an in-call menu. The customer chooses the concerned department by hitting the corresponding button from the IVR in-call menu.

You can create an IVR flow that allows customers to:

Press 1 to get the latest product information
Press 2 to connect with the billing department
Press 3 to talk to a support agent

Acefone offers you a Multi-level IVR that presents a series of branched questions to understand the root of your concern before connecting you to an agent. Those questions help the IVR system determine whether the pre-defined answers will suffice, or the customer should be connected to an agent.

Automated Call Distribution

The Auto Call Distribution aids in routing incoming calls to the appropriate destination in a call center phone system. It intelligently routes calls based on set criteria such as caller ID, working hours, support level, and IVR selection.

The ACD systems acts as an equaliser for businesses aiming to balance workload among their agents. By implementing the ACD feature into your call center phone system, you prevent agents from performance burnout and maintain their productivity.

Call Monitoring

Call monitoring is crucial part of a call center phone system. It allows managers and supervisors to observe conversations in real time, utilising them as reference material to train recruits. It also allows stakeholders to monitor the department’s overall progress, track KPIs, and device strategies to improve customer experience.

Call monitoring in a vital call center system feature that involves call whispering and call barging. These two functionalities allow supervisors to jump on to live calls and assist in query resolution.

Call whispering allows supervisors to join and assist agents in providing a relevant solution without letting the customer know. On the contrary, call barging enables supervisors to take over the call and deliver a solution themselves.

Skill-based Routing

Customer service agents work based on their expertise. They are categorised depending on their experience, languages known, and skillset. Skill-based routing is a call center system feature that enables directing customers to the most appropriate customer service agent for specific instances.

Consider an example of a French-speaking customer who has contacted the call center for assistance about network issues. Connecting him with a non-technical Chinese speaking agent will result in poor customer experience. Skill-based routing eliminates such a scenario and empowers seamless routing.

Preview Dialers

Preview dialers in a call center phone system allow agents to review customer information before initiating calls manually. You’ll be surprised to know that sales agents spend almost 65% of their time on administrative work, sidelining their priority tasks. Preview dialers enable agents to dedicate their energy towards more ROI centric activities than administrative work.

They foster personalized interactions and ensures agents are well-prepared for each conversation. Preview dialers are particularly useful for handling complex or high value leads where customization and individual attention are essential.

Additionally, Preview Dialers offer flexibility and control to agents, empowering them to prioritize calls based on customer profiles and preferences. Such capabilities ultimately improve the call center’s overall efficiency and performance.

Customer-clicking-on-smiling-reaction — Businesswoman pressing smiley face emoticon on virtual touch screen. Customer service evaluation concept.

Live Call Transfer

The live call transfer feature is another handy tool for a call center phone system, enabling agents to transfer calls to other agents, supervisors, or an IVR without disconnecting.

To successfully transfer an ongoing call, the current agent takes the customer’s consent and initiates a call transfer request through the portal. The corresponding agent/ supervisor receives the request, given they are available. The current agent then briefs them about the case, while the customers wait on hold.

Post briefing the customer is then connected to the new agent/ supervisor and the call continues from there. The live transfer saves both parties abundant time as the customer needn’t connect over a new call to discuss their issues. It acts as a bridging tool in a call center system ensuring agents can provide the most relevant solution to customers.

Voicemail to Email

The use of Voicemail-to-email in call center phone system offers significant advantages for agents and contributes to departmental progress. Call center agents can receive voicemails directly in their email inbox, ensuring prompt responses to customer inquiries.

It comes handy when agents miss the customer’s initial call. This convenience and flexibility empower agents to stay connected and address customer needs from any location.

Acefone’s Voicemail-to-email feature facilitates efficient documentation and follow-up on customer cases. Agents can easily archive and review voicemail recordings for accurate tracking and query resolution.

Additionally, call center systems can leverage voicemail data for performance monitoring and analysis, driving consistent improvement in agent performance and overall departmental processes.

CRM Integration

Almost every call center phone system involves a CRM integration in place to help agents deliver personalised experiences. The technology provides agents with information like customer name, ticket type, chat transcripts etc.

Such vital information helps agents work in an efficient and organised manner and provide relevant solutions to customers, ensuring higher CSAT levels. Acefone offers CRM integration with a pool of industry leading platforms. Some of the call center phone system’s integrations include Microsoft Teams, Pipedrive, Zoho, Salesforce, and HubSpot.

Users can add any of the available integrations at Acefone with a simple toggle provided on the call center phone system’s portal. Once turned on, the integration becomes active and is ready for use across any of the user’s registered devices.

Real-Time Call Reporting

Real-time monitoring provides detailed insights into agent-customer interactions and several service level metrics. Some of these metrics include average call waiting time, maximum waiting time, average handling time, and the average number of agents available.

Real-time call monitoring helps stakeholders make informed decisions on par with the organisation’s objectives. The information can also be used to make strategic decisions, boost call center phone system efficiency, and customer experiences.

Reporting and Analytics

Call reporting capabilities help call center systems make data-driven decisions. It has a significant impact on the organisation as it enables supervisors to view performance levels on an intrinsic as well as overall depth. Managers and stakeholders can monitor agent performances, evaluate call quality, identify potential bottlenecks, and contribute towards the overall process improvement.

Acefone’s analytical data provides its users a closer look at their team’s workload and helps them identify deviations simultaneously. This call center system feature helps them make effective staffing decisions in the long run.

In a Nutshell

Call center phone systems are not restricted to features like call forwarding and recording. They have grown enormously by adopting state-of-the-art capabilities like real time analytics, auto dialers, IVR, live chat, and CRM integration.

These technological advancements have contributed immensely to the smooth functioning of call center systems. We hope the above-mentioned points provide a detailed view of a call center phone system’s capabilities and how they help in improving business efficiency.

If you find these features helpful and think that they might help you streamline your business communications, feel free to get in touch with our experts for a free trial.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Yukti Verma

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Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

How To Create An Effective Business Continuity Plan?

Kritagya Pandey

Author

Operations

August 28, 2020

4 mins read eye

Table of content

In 2005, Hurricane Katrina suddenly and strongly swept through American states, damaging everything in its course. Among the businesses affected was the law firm, Breazeale Sachse & Wilson LLP. They had faced considerable losses, including access to client and business data. The firm confirmed they had no data backup strategy, nor did they save the crucial data on a hard copy.

The hurricane compelled the law firm to shut its critical servers. Having realized the consequences of having no backup plan for operational inefficiencies, they learned an important lesson: Always have an effective business continuity plan and remote communication strategies in place.

Similarly, the recent global coronavirus outbreak has caused major inconvenience for huge corporates. Many business domains were either shut down or forced to operate at a lower efficiency. This setback was aggravated by the inability of businesses to quickly shift their services to the cloud for remote operations.

Since it is impossible to predict the occurrence of crises of any kind, it is imperative for companies to strategically implement a business continuity plan to prevent business disruptions and financial losses.

What is a Business Continuity Plan?

A business continuity plan contains a procedural set of actions created to maintain the workflow in an organisation. The plan complies and outlines the procedure that an organisation must follow to continue business operations in case of emergencies.

How to Create an Effective Business Continuity Plan?

As a business, your priority is to protect your profits and customer base even during a disaster. An effective business continuity plan would assess risks and devise potential recovery strategies.

Follow these steps to improve your continuity plans significantly:

1. Identify the Potential Risks

Business continuity planning begins with the assessment of all possible risks and threats. Enterprises and startups alike must conduct a financial risk analysis to ascertain the scale of disruption. Only then can you move on to mitigation.

You can’t find and eliminate all possible threats, but you can certainly plan out the risks according to several factors including geographical location.

2. Conduct a Business Impact Analysis (BIA)

BIA is simply an assessment of the potential impact of business risks. It includes collecting information on critical operations and supporting production applications.

You can use predictions, forecasts, mathematical data modeling, and analytics to identify the loopholes for modifying the recovery plan.

3. Choose a Business Continuity Team

A balanced and efficient team is essential to create an organised business continuity plan. Companies can consider two types of groups to begin with—a command and control team, and a task-oriented team.

The command team deals with disaster and recovery management, while the task-oriented team specialises in supply chain management, human resources, customer service, and IT management.

4. Develop a Recovery Strategy

Identify essential communication channels to convey important messages during emergencies. You also need to keep a note of relevant points for discussion to be able to hold effective and concise conversations.

Businesses must select a medium for notifying employees during non-working hours. Prepare a list of useful resources needed for alternate manufacturing, warehousing, and office space, computer hardware, operating systems, files, telephones, etc.

5. Conduct Disaster Decision Making

Determine teams according to the chain of events—before, during, and after the disaster. Companies must address the role and responsibilities of each team intimately. Define all tasks needed at each level like building evacuation, power backup issues, and communication to employees and authorities.

A list of information sources and storage locations also helps businesses locate data for disaster assessment, thereby facilitating the easy return to normal operations.

6. Identify Pain Points or Dependencies

Identifying loopholes is as important as identifying opportunities. You need to pinpoint any time-sensitive stipulations and also monitor the downtime. Develop testing conditions and procedures to formulate a business continuity plan.

Identify all possible pain points or resource dependencies. For this purpose, you can use methods like checklist list, parallel tests, and recovery tests.

Wrapping up

Time and again, we’ve realized that everything around us is completely unpredictable. The recent outbreak of the coronavirus, and the damage it has caused, has reinforced this reality. So what can you do? Simple: When life gives you lemons, you make some lemonade.

Your business has to be ever-prepared and equipped with resources to deal with any uncertainty. A proper business continuity plan not only mitigates financial risks but also saves companies from bearing catastrophic losses. At the same time, it ensures uninterrupted operations and a flawlessly uncompromised customer service experience.

For any further information on cloud-based communication solutions, reach out to our team at [email protected] and get equipped for any crises.

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Here’s What You Should Keep In Mind Before Buying A Cloud Phone System

Yukti Verma

Author

Contact Center

August 26, 2020

5 mins read eye

Table of content

As humans, we are always striving for more. And technology’s rapid pace suits us just fine, increasing everyone’s expectations. Businesses are no less; they are constantly looking for new ways to reach their customers and shifting to a hosted cloud phone system is the way forward.

Cloud-based phone system, in simple words, is a system located outside the company’s premises and promises added security and reliable communication.

Now, there are several perks associated with a best cloud phone system, besides just the advantages of a cloud platform. But, before you invest in a system and move your telecommunication system to the cloud, you must consider a few factors.

Major Factors to Consider before Investing in a Cloud Phone System

1. Cost

Every new setup in your business brings extra expenditure. It is important to consider this cost in line with the budget of your business before investing. A multifaceted VoIP phone system might be expensive. Therefore, you must look at the charges, especially if you have recently started your business.

It is also advisable to consider long-term subscriptions—two-year or five-year plans are definitely more cost-efficient.

2. Hosting Provider

A business telephony service is all about hosting. It is the backbone of your new communication setup. Therefore, you need to know whether your service provider is credible and what products they offer.

How does your hosting provider manage its cloud network? This is the prime question that you should have an answer to before investing in a cloud-based phone system.

3. Security and Convenience

When running a business, security is always a concern. VoIP telephony has many advantages but running the company’s communication on the cloud can leave it vulnerable. If your call runs on a public network, you are at an even higher risk. Thus, there is a need for a detailed analysis before implementation.

Not only security but convenience might also be an issue with hosted phone systems. You want a system that requires the least maintenance and offers the highest quality calling so that you can concentrate on other important tasks. Hence, research well.

4. International Calls

If your call center deals with international calls, you have to be cautious while picking your cloud-based phone system. Choosing one that offers greater discounts on international call packages can help you save on heavy expenditure.

Make sure the provider you choose offers hassle-free services. You don’t want to troubleshoot or re-install associated software every now and then.

5. Customer Service

After-sale support is among the essential factors that you must look for in any hosted phone system. You can’t escape the fact that you may require assistance. Therefore, the support department should be proficient enough to assist you round the clock.

You need to pick a service provider that puts its customers above everything else, just the way you do for your callers. Your service provider should be quick to respond and address your issues in no-time. If you have a good local service provider, they could even provide offline assistance.

6. Service Integration

If you already have a steady workflow in your business, incorporating a new cloud business phone system may disrupt a few things. A good service provider will ensure a seamless transition, so you must pick wisely.

Invest in a system that offers the least disruption and is easily adaptable to your business functions in the long term.

7. Compatibility

If you already have a system in place, you can’t upgrade everything at the same time. Find out if your existing technology is compatible with the proposed cloud phone system. If you are thinking of integrating new technology with the old one in your company, it is important to ensure compatibility.

Often, businesses have machines for fax, credit card, and other digital functions that work through the Internet. Ask your service provider about these devices and integrations.

8. Customisation Needs

Every business has its own set of requirements. Choosing an expensive service provider won’t help if the service can’t be tailored to your needs. The ‘one-size-fits-all’ service might not work.

Your business has specific requirements from the phone system, which might not match others’. Hence, just like two businesses aren’t identical, the service of the cloud-based phone system shouldn’t be either. Look for a provider that offers customisable options and plans.

9. Your User’s Requirement

If you plan on investing in a new business phone system, but never ignore your employees’ requirements while making the decisions, then it will be a failure. A new system will change the way your employees operate so you need to make sure that they are comfortable with this new technology shift. It should be convenient for them first.

It is always good to analyse your employees’ feedback or complaints about the existing setup to understand their requirements. Keep in mind their expectations from the new phone system and align all the suggestions before you purchase one. After all, your employees are the ones who will operate the new system; consulting them is never a harm.

Summing up

There are many factors that you must inspect before purchasing a cloud phone system, ranging from software integration to finances, from compatibility to customer satisfaction and more.

A business phone system might be fruitful and have its own benefits, however, you need to find one which suits your business needs.

Acefone’s cloud phone system is the answer to all your queries and will put an end to your search. It is one of the best providers for hosted or business phone systems and does not compromise on quality or security.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

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Yukti Verma

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Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

Never Miss A Call Now With Cloud Phone System’s Voice To Email Feature

Yukti Verma

Author

Contact Center

August 24, 2020

4 mins read eye

Table of content

Your VoIP phone system has plenty of handy features, but the voicemail to email tool stands out for its utility and simplicity. Not only does it help save time, but ensures that you never miss a message. This feature can be the difference between securing a sale and losing out to a competitor.

When it comes to utilising and running your business smoothly, voicemail to email is your right-hand man. The advantages of using it are endless.

#1 Never Miss a Call Again

Whether you’re a business owner or part of a busy sales team, let missed calls become a thing of the past.

Every voicemail message you receive to your phone will be forwarded as a sound file to your email address. This means that you can continue your work and listen to the voicemails later. Voicemails can be saved in your emails for as long as your provider allows. The tool eliminates any chance of messages being accidentally deleted or overwritten from your desk phone; these are saved for future retrieval.

Sometimes, a missed call can mean that your customer might move on to your competitor. However, a prompt callback will impress your customers and solve that issue immediately. Voicemail to email helps keep track of your messages and calls and ensures that you do not miss anything important.

#2 Deal with Customer Enquiries more Effectively

With customer voicemail saved on your email, it’s convenient for you to tend to their queries more quickly. Rather than going over the process again, you can straightaway share relevant information. This saves valuable time and you can simply call the customer back with a hassle-free solution.

If you find a message with an issue that you can’t solve, you can pass it on to the concerned department. Voicemail to email can be used as an alternative to time-consuming callbacks. While you should try to directly solve all queries, sometimes voicemail is an easier alternative. Customers can explain their issues in detail and you can come up with a better solution.

#3 Go where you are needed, not where your Phone Dictates

Voicemail to email allows your staff to keep a tab on multiple tasks at the same time, without the risk of you missing out on important calls or new leads. For smaller businesses that may be required to work in multiple departments, this comes as a boon. Agents are instantly notified every time they miss a call that is sent to their emails.

Your staff will no longer be chained to their desk phones. They are free to use any device and take their phones with them wherever they go, as long as there is a good Internet connection.

Timings are also more flexible, as customers have the option to leave a message should they wish to. Cloud-based phone systems give your business a professional edge by making customer service more flexible and efficient.

#4 Recordings are Securely Sent to your Email Address

With voicemail to email, your customer recordings are always secure. They get saved in your email rather than on a desk phone, where they could be accidentally deleted. To further enhance security and deliverability, using an email verifier ensures that messages reach the right inbox without issues. This way, your messages won’t be missed or intercepted by someone else. A poorly protected voicemail could lead to an information breach, making secure email storage a safer alternative.

On a cloud phone system, your voicemails will be accessible only to you. If you accidentally delete an important message, you can simply restore it from your deleted files. You won’t run out of space either; your voicemails will always be available for future reference. And all this will be processed on your email server and be accessible from any device. All your voicemails will be safe and secure, ready for when you need them.

#5 Real-time Notifications

Voicemail to email notifications is sent immediately. Some providers send notifications at specific time periods during the day, leaving the customers and stakeholders waiting for hours. But that’s not very professional and only agitates the customers. By using voicemail to email on your cloud phone system, you can ensure that you are instantly notified of any voice messages and can deal with them as soon as you are free.

In many ways, voicemail to email can help businesses of all sizes keep up with customer enquiries and not fall behind in their follow up calls. This feature gives you a unique opportunity to impress customers and be more efficient in solving their problems. This boosts your reputation in customer experience.

If you would like to find out more about Acefone and its voicemail to email feature, call our expert team on 1888-859-0450.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Yukti Verma

Author

Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.

5 Benefits of Integrating Customer Support Suite With Business Phone System

Yukti Verma

Author

Contact Center

August 21, 2020

5 mins read eye

Table of content

Your customer support suite and business phone system should seamlessly work together to help your agents deliver impeccable customer service. If, instead, they work independently, then you could be missing out on amazing benefits and features. You may lose out an opportunity for taking your customer service, and your business itself, to the next level.

In this article, we will go through some of the benefits of integrating your customer support suite with your business phone system.

1. Information at your Fingertips

Firstly, knowledge is power. So, when your customer service team is given all the information they need as soon as they pick up a call, you can rest assured that they have all the tools they need to deliver great service.

Integrating your customer support suite with your business phone system ensures that both systems are sharing information. Hence, when an agent picks up the phone, they will be able to access customers’ records quickly without having to log into a separate system. If the agent can access everything they need in one place, they will have more time to deal with the queries. When that happens, a quick resolution isn’t far behind.

Optimising call time enables agents to deal with each customer faster and with the same level of professionalism and efficiency. Therefore, they will also be able to take more calls and cut the average wait time. All of these improved services add up to enhanced customer experience and happy, loyal customers for your business!

Customers will also feel more valued if your agents can access the information they have previously collected to deliver a highly personalised service—taking into account specific needs of customers.

2. Store Call Recordings on Customer Files

Customer call recordings can be saved easily on a hosted phone system, and you can access the recording you need by searching the online portal. This enables you to keep accurate records of the conversations you have had with customers.

If you integrate both your customer support software and your business phone system, you can save call recordings under that customer’s account for easy access.

While dealing with a large number of calls, agents may forget part of an order or might be unsure of any specific instruction. The ability to pull up call recordings directly from their phone system allows agents to easily verify an order and ensure all the details are correct.

In the worst case scenario, where a misunderstanding between the customer and agent might lead to conflict, call recordings can be used to protect your staff and business. You can listen to exactly what has been said without relying on second hand accounts of the conversation which are often inaccurate.

Whatever may be the reason to find a particular call recording, with both systems integrated, you can find the audio file easily along with the rest of the customer’s data.

3. Save Money on Calls and Maintenance

Integrated systems mean more information and a better chance of solving any issues on the first call. This, in turn, will economise your expenditure on call costs, since otherwise agents might have had to call back customers in different parts of the world.

A hosted phone system will keep call costs to a minimum. However, unoptimised working hours could be costly to your business. Therefore, integrating your systems is a great way to help save time and money!

Your IT team will also benefit from your systems being integrated, since they will only have to maintain one system. This frees up their time to make improvements to your systems or focus on other areas. IT departments are vital to improving business operations generally, so saving their time is a great way to use their expertise more effectively and to keep maintenance costs down for your business.

4. Harness Detailed Customer Analytics for your Marketing Campaigns

Cloud phone system give you detailed information about your customers, including their calls to your business, notes that agents have made about their calls, and more. However, if you integrate your customer support suite with your business phone system, you can unlock even more analytics about your customers and their interactions with your business.

When integrated, you can pull detailed reports on customer behaviours and use these insights to create targeted marketing campaigns. For instance, if you find your customers are more likely to respond to direct sales calls, you can put those into place. You can also use customer behaviour analysis to modify email campaigns for busy customers.

Alternatively, you may consider using the analytics to optimise your spending. Custom phone numbers help you track the number of incoming calls from each campaign and figure out what works best for your business without wasting your marketing budget.

4. Increase Efficiency across your Business

Centralised information helps save time, while in-depth customer information helps to provide a better user experience. The combined effects of these benefits can be seen across your whole business—not only for your sales or customer service team.

By having everything at one place, it is easier to train staff on how to accurately create and maintain customer records. Human error can sometimes cause information loss or inaccuracies in the system, and this margin for error increases when you have multiple systems running at once. By integrating your phone system and customer service system you can lessen the room for error and enjoy the benefits of seamless customer interactions.

Inaccurate information or miscommunication can cost your business money in the form of compensation for irate customers, with the added cost of a damaged reputation.

Essentially, it is ideal to have a unified platform with access to all the information needed for the efficient running of your business. As the cherry on the cake, you save time and money in these difficult times!

Both the staff and customers will benefit from your data being organised in one, powerful system and this, in turn, will have a positive impact on your business’ finances.

To find out more about how we can help you run a more efficient business by integrating your customer support systems with your hosted phone system, call our experts today on 1888-859-0450.

If you're interested in improving your business communication solution

Give us a call on

1888-859-0450

Write an email to

[email protected]

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Yukti Verma

Author

Yukti is a content marketing enthusiast with a soft spot for Saas. She loves weaving complicated concepts into simple stories. When not at work, she is found reading books or watching movies.