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IP-PBX Features and Why SMBs Love Them - Dialexia Communications Inc. - ContactCenterWorld.com Blog

IP-PBX Features and Why SMBs Love Them

Last week on the Dialexia blog, we posted an infographic based on a recent survey by Software Advice, which aimed to identify the most sought after IP-PBX features and components among SMB buyers in 2015. In this article, we take a closer look at some of the most sought after IP-PBX features in the SMB segment, and explain how these are used to improve customer service, productivity, manageability and reliability in a small office setting.

IP-PBX Features for SMBs: The “Essentials”

The IP-PBX has a set of standard features that enable enterprise employees, from the PC-based worker and the road-warrior to the SOHO-enabled contractor to maximize productivity. Several of these primary functions – perhaps the most essential – are shared with the Plain Old Telephone Service (POTS) PBX.

Interactive Voice Response (IVR)

Companies can benefit from improved customer service by offering a full-featured IVR system. The IVR enables employees to access their voicemail and account information 24/7/365. Perhaps most importantly, it enables external callers to rapidly access a business’ corporate resources and information by using a telephone keypad to communicate with an auto-attendant. Auto-attendant features like language selection, call transfer (by extension, last name or group), and operator access (dial 0) enable SMBs to process client calls in a manner that increases productivity without compromising customer service.

Advanced Voicemail

With an IP-PBX, voicemail messages are digitally encoded. This means that users can access, save, delete and forward them using a computer, in addition to the traditional telephone methods. The IP-PBX administrator can select how voicemail storage is decided among users by defining limits in their user profiles. This includes the total number of received messages and the total disk space allowed for storage of all messages on the server.

Advanced Call Forwarding

This feature allows calls to be forwarded to a secondary telephone number or a different extension. It is an excellent method for helping callers locate an agent when they are not at their desk or out of the office. Calls can be forwarded to a mobile phone or to a colleague’s number unconditionally, on no answer, on busy or according to a certain schedule. With this feature, users can send their desk phone traffic to any other phone, so they don’t miss any important calls at home or on the road.

VoIP-exclusive IP-PBX Features: The “Modern Classics”

The IP-PBX also has unique features that are not found in TDM PBX systems, but have been offered on VoIP-based platforms for over a decade. Some of these features offer considerable productivity advantages to SMBs.

Unified Communications and Messaging

With unified messaging, voice messages that are received in one’s voice mailbox are also sent to a user’s E-mail inbox as E-mail messages with attached sound files. They can also be viewed and listened to from within a browser-based application.The advantage of this approach is that voicemail can be accessed from anywhere, and voicemail sound files can be conveniently forwarded to another user and archived for future reference.

Hunt Group

The Hunt Group feature is a time-saving call transfer distribution mechanism. User extensions are ranked under one communal extension and are assigned different call priority weights. When the communal extension is dialed, the user extension with the highest priority weight will ring. On no answer, the user extension with the second highest priority will ring, and so on.

Presence

SIP for Instant Messaging and Presence Leveraging Extensions (SIMPLE) is a standard that is often found in advanced IP-PBX platforms. Processing logic is used to determine user settings based on their assigned permissions, preferences and presence status. The presence feature is useful when an individual wishes to broadcast their availability to others. Status options include available, not available, busy, in a meeting, out for lunch, and on vacation. When a user has a certain presence status flagged, calls can be transferred to a different extension or number. This feature improves corporate productivity as a whole, since customers don’t have to be kept on hold or be left hanging without a rapid response to their inquiry.

Call Recording

A reliable and easy-to-use feature, Call recording allows phone conversations to be recorded for order verification, quality monitoring and training purposes, and saved to the user’s voice mailbox for future use. Recorded calls are they are backed up onto a server and can be recovered in case of an emergency.


All of the IP-PBX features discussed in this article come standard with Dialexia’s IP-PBX, Hosted PBX and Softswitch platforms. For more information about our company’s VoIP Solutions, please contact us.

Source: http://www.dialexia.com/ip-pbx-features-smbs-love/

Publish Date: February 2, 2016 5:00 AM


2020 Buyers Guide Customer Experience (CX)

Page: 12
1.) 
3Fiftynine

Branches
Improves customer experience by helping find the agent the right information within a click.

2.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API M...
(read more)
PH: +44 (0) 207 397 8725

3.) 
AmplifAI

AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.
PH: 3363030506

4.) 
At Random Communications

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)
PH: 8605673733

5.) 
BravaTrak

BravaTrak
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.

It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity

We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.

Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.
PH: +64 9 623 3662

6.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.
PH: US: +1 (855) 784-2807 | EMEA: +44 0203 367 2122

7.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)
PH: +302109241486

8.) 
Conectys

Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.

We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.
PH: 646-381-1599

9.) 
CUSTOMER SQUARE

CROSSCRM.CX
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.

Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.

CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.

We ended this features list in 2008 by add...
(read more)

10.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

11.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.
PH: 01442 458300

12.) 
eGain Corporation

eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.

A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
(read more)

13.) 
iContactBPO

When it comes to inbound and outbound customer service at iContact, our approach is a uniquely strategized, tailor-made, bespoke solution to meet individual business needs.

Our personalized approach to quick-solving customer problems and helping them achieve success and obtain value using your product or service goes hand-in-hand with forward-thinking, tech-savvy turn-around times and consistent feedback methods.
PH: +27110190290

14.) 
MFE International

Oracle Digital Assistant, Oracle Intelligent Advisor, Oracle Service Cloud
Oracle Digital Assistant is the next generation, No code Chatbot. The NLP engines that power today’s traditional messaging-based channels lack the ability to handle highly expressive sentences Vastly different from traditional Chatbots, NLP engines that require more sophistication than the simple intent classification and slot-filling engines available today. together with Oracle Intelligent Advisor and Oracle Service Cloud, it empowers tomorrow's customer experience today.

15.) 
MindTouch

MindTouch Knowledge Management
MindTouch offers mid-size to large organizations an enterprise-grade, AI-powered knowledge management platform built for customer self-service, agent assistance and departmental knowledge. The MindTouch platform intelligently captures, manages, extends, integrates and optimizes content across all channels, systems and devices resulting in an improved customer experience, increased agent productivity, enhanced operational efficiencies, and reduced costs.
PH: 6197958459

16.) 
NovelVox

NovelVox Agent Desktop
Finesse Agent Desktop : Do More with Cisco Finesse Agent & Supervisor Desktops.
Unified Agent Desktop with Drag & Drop Gadget Designer and Ready Integrations
Integrate & Unify Cisco Finesse with CRM & other 3rd Party Applications.
Reduce AHT & Increase FCR with Unified Agent Desktops for Cisco Finesse.
PH: (+1) 301 202 3672

17.) 
Ocular Technologies

Customer Contact and conversational Self-Service Bot Solutions
Ocular Technologies is a specialist customer engagement and digital experience solutions provider based in South Africa. We employ a unique set of individuals who are experts in understanding, managing, and ultimately ensuring, an optimal customer experience. With a vision of being regarded as an internationally respected leader in the customer engagement market, Ocular Technologies strives to have our customers appear as heroes in the eyes of their clients.
We hold more than 17 years’ experience in the customer contact life-cycle space, and create a quantifiable business impact through intelligent interaction management, robotic process automation, ambient computing, natural language proce...
(read more)

18.) 
Premier Business Audio

Premier CX
Premier CX enables clients to optimise the way they interact with customers. We create great customer experiences over the phone, online, via email, video, text or live-chat. Our award-winning, strategic approach streamlines communication, creating a seamless and positive experience that is creative, clear and on-brand. Our work has a direct, tangible impact on contact centre activity: driving sales and reducing overheads.

From IVR design to In-Queue & On-Hold audio, Premier CX helps to maximise the opportunity for upsell and cross sell via targeted messaging. Contact centre agent training ensures consistency for a great experience with every call.

Our in-house video production experti...
(read more)
PH: +44 (0) 345 0711 359

19.) 
Servion

Contact Center & CX Design, Implementation and Management
For more than 25 years, Servion has been trusted by customer-centric brands for architecting, implementing, and managing Contact Centers and Customer Experience (CX) solutions. Servion delivers complete solutions for businesses to innovate in providing digital experiences using the best available technologies while maximizing their existing investments.

Our 1,000 CX professionals apply their passion and deep domain expertise to the entire build-run-optimize solution lifecycle. Servion has helped 600 enterprises across the globe deliver great experiences to their customers, partners, and employees.

Our services include CX Design, Contact Center Migration to the Cloud, Automation & Self-service, Contact Center Analytics, Workforce Engagement and Managed Services.
PH: +1 (609) 987-8797

20.) 
Sparkcentral

Sparkcentral’s cloud based contact center platform provides a SaaS solution that enables your human and virtual (BOT) customer service teams small, medium or large to jointly deliver SLA based Customer Service on popular asynchronous messaging channels like WhatsApp, WeChat, In-App, In-Web, Twitter, Facebook, Instagram ... making engagement with your brand frictionless for your valued digital clients or prospects !!!
 
Page: 12



View more from Dialexia Communications Inc.

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