- To have their customer relationship management software (CRM) tied to the call center representatives and sales staff
- Ability to get call analytics and tracking, as well as call recording for training the call center reps
- Allow field techs to have immediate access to local technical contacts who are staffed at the office
- Desktop video for daily status reports with the field techs that they can use from their mobile devices
- Integration of email with the phone system
In the past, for a client of this size to accomplish this using a premise-based phone system would cost them a “small fortune.” But, today with hosted phone solutions these options are available to small and mid-sized organizations. The key is to understand what APIs (application programming interface) work with the respective hosted phone service or through Unified Communication, aka connecting the “SILOS”.
Not all CRMs will integrate, not all hosted providers work with email, and not all hosted video bridging services integrate with phone systems. This is where you need to have a relationship with a hosted integrator and expert who understands the difference between services, providers and how to help you connect the silos together.
In closing, CTG was able to provide all of the above for our client and it has helped their business:
- Tie their CRM to the phone system for their sales and support staff
- Improve ramp time for new hires in the call center using call analytics and recording
- Become more productive in the utilization of their technical staff with in-house resources, using both Unified Communications and a hosted video bridge
- Have “click to dial” set up for internal and external staff through the hosted phone service; as well as “real-time presence” so individuals in and outside the office can see who is on the phone.
- And finally, reduce their out-of-pocket purchase of a new phone system by purchasing hosted as an operational expense
Hosted phone technology is growing at a very rapid rate. To the point where it is projected that within the next two years, purchases will be about 50/50 of premise-based phone systems versus hosted phone systems. This is probably one of the reasons why companies like Mitel, Toshiba, and ShoreTel have now developed and sold a “hosted phone” offering. What’s the old saying? If you can’t beat them, join them?
The question is what is the best solution for you and your organization?
To learn more about Unified Communications, download our white paper.
For more information about Corporate Technologies Group, Inc. click here: www.ctgusa.net