Does Your Phone System Help or Hinder Employee Productivity?

When you’re evaluating your company’s business phone system, productivity might not be one of the factors that receives a lot of weight. But if efficiency is lagging, you should look closely at your communications technology for opportunities to improve employee performance, especially as the workforce becomes more mobile.

Around 50% of U.S. businesses say productivity is a top priority for employee engagement on mobile devices, according to Forrester Research. Smartphones, tablets and laptops can increase an employee’s ability to collaborate with colleagues, respond faster to customer requests and access data for smart decision-making. But the ability to accomplish these tasks is often contingent on the ability of your phone system to connect employees to the critical tools, data and applications they need.

This means businesses still using a traditional phone system – one with basic calling features and little else – could be hindering productivity. To empower your employees to get the most out of their workday, here are a few key challenges your phone system must be able to address.

Support for a True Mobile Office

Delivering a true office experience on the go while keeping calls and data secure is a challenge for IT teams. But new cloud communications technologies make it possible for your staff to share and access customer data seamlessly from any device and any location. With features such as “dual persona,” employees can easily conduct both personal and business tasks from the same device. And if your phone system offers richer unified communications capabilities, connecting with colleagues for conference call or via instant message is just a tap away.

Enabling Better Collaboration and Faster Decisions

A truly productive workforce requires an environment that promotes the open exchange of ideas – even if team members are scattered among different offices or geographic locations. Without this, collaboration is more difficult, extending the time it takes to reach decisions and bring products or initiatives to market, which is an imperative in today’s highly competitive business landscape.

Here’s where your communications technology can be a game-changer. When tools such as instant messaging, video conferencing and desktop sharing are integrated into your phone system, employees spend less time getting various systems to work and the barriers to collaboration begin to fall away.  

Improving the Customer Experience

One of the most powerful ways to increase the productivity of your sales or customer service teams is to give them quick access to data. And not just any data: robust customer information integrated with call history. With details about past purchases, issues and associated resolutions at their fingertips, customer-facing employees can deliver a more personalized customer experience, while also reducing call times, increasing revenue opportunities and improving customer retention levels.

Productivity may not be the most obvious value to consider when reviewing your phone system needs, but it should be. Advances in communications technology have taken phone systems to new levels that are enabling employees to save time, find information faster and respond to customers more quickly. The time has come to ask yourself if your phone system is pushing you to new levels, or slowing you down.

Source: http://shoretel.com/blog/does-your-phone-system-help-or-hinder-employee-productivity

2023 Buyers Guide

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Computer Telephony Integration

 

1.)

Premium Listing Call Center Studio Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.)

AMC Technology DaVinci DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.)

ComSys S.A. CLink for CRM and Call Center Integration CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all 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®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

4.)

Consilium Software Consilium UniAgent™ Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs. UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365... (read more)Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs. UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365, Oracle Service Cloud & Siebel, BMC Remedy, Sugar CRM, ServiceNow, SAP C4C, FreshDesk, and more. Consilium UniAgent™ CRM connectors are proven in over 110 countries with thousands of agents globally. Enterprises are proactively working towards enhancing their Customer Experience (CX) strategy to optimize omnichannel interaction throughout the customer lifecycle. Consilium UniAgent™ is delivering this as a Connected Digital Experience, being at the center of the agent and customer interaction. The 8.0 release of UniAgent™ is designed to help organizations deliver intuitive, contextual and experience-driven customer service across voice and digital channels (chat, SMS and social media.) As we enter the next stage of the global pandemic, contact centers are faced with the prospect of permanently allowing at least some of their agents to be Work-from-Home agents, without reducing the customer experience (CX.) UniAgent™ Mobile (UA™ Mobile) provides a mobile phone-based solution for Work-from-Home (WFH) agents, and can also be used from tablets or PC’s, all without the need for installing anything or requiring VPN. UniAgent™ is now available in a cloud-hosted deployment model. Our choices of subscription-based or owned-license pricing gives the flexibility customers and partners need. UniAgent™ can reduce call handling time, accelerate resolutions, and allow for faster call processing to reduce customer wait times in queue. Contact centers can shorten the total time agents spend on inbound and outbound calls, increasing agent productivity by up to 25% by providing customer information to an agent's desktop at the same time the customer call arrives. This cost saving alone can provide a rapid return on investment (ROI). In addition, quick resolution of customer concerns is possible because agents can now use the historical information in CRM’s to shorten call hold times and quickly address the problem. Finally, simple on-screen click-to-talk capabilities are integrated into the CRM screen, allowing agents to initiate outbound calls quickly. Features and Benefits • Automatic logging: Administrators and managers get Cisco CUIC reporting of all agent activity, and voice and non-voice contact activity is also saved to the CRM. • Omnichannel federation: Support for voice, chat, email, and Universal Queue/UQ routing with Single-Sign-On supported • One-click dialing: Agents need only to click on a phone number once in the CRM to place calls, saving time and removing the possibility of dialing wrong numbers. • Pre-packaged integration: Allows pre-packaged integration between CRM’s and the Cisco Unified Contact Center solutions for fast, easy installation, and easy upgrades when Cisco Unified Contact Center and CRM product versions change. • Full telephony functions: All telephony functions in the CRM agent desktop including phone control, caller identification, and screen pops • Proven architecture: A robust, proven architecture that has been successfully deployed for governments and Fortune 500 companies since 2008.

5.)

IntraNext Systems IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

6.)

Megacall CRM integration CRM We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard. This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.

7.)	NovelVox NovelVox CTI Connector NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.

8.)

PhoneIQ PhoneIQ What is PhoneIQ? PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time. Best For Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

9.)

PRILINK Easy Contact Center Traffic Analytics (Ec2Traffic) Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers. Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth. Ec2Traffic provides: - Year-round NTA metadata - Daily CSV files upload to Customer business applications - Capture packet to Wireshark for Deep Packet Inspection (DPI) - detect traffic anomalies - and more ....

10.)

Teckinfo Solutions Pvt. Ltd. InterDialog UCCS InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

11.)

The Primas Group Primas CX Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level. It provides a set of tools that every contact center needs, over and above their vendor features. *Advanced Call Back in Queue & SMS in Queue *Agent Screen Pop *Chatbot Automation *Welcome Back Greeting *Post Contact Survey *Dropped Call Reconnect *Digital Front Door & Many more As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.

 

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