Call Center Phone Systems
As online commerce continues to grow and more and more people carry smartphones that enable online shopping, messaging, and texting, the call center still remains the heart of most customer service operations. A call center is often the first point of contact your customer encounters, and having a great call center phone system is the first step in providing great customer service.
According to eMarketer, 48% of US customers prefer to resolve their customer service issues over the phone, proving the importance of a call center phone system and the need to provide an exceptional customer experience to every caller. A call center phone system with Unified Communications (UC) features can help you deliver that exceptional experience as well as provide your business with many benefits, such as improved agent productivity and reduced operational costs.
Learn how to use your phone system to create the ultimate customer experience.
Improve Call Center Processing & Agent Productivity
Rules-Based Call Distribution
Instantly improve call center processing time by incorporating automatic call distribution. Prioritize specific customer groups based on the number called or information provided through the IVR. Calls that have been in the queue for too long can be moved to high-priority queues that are staffed by call center agents trained to handle these calls. Caller ID name prefixing, multiple ring strategies, agent announcement, and more can be used to arm your agents with vital information to provide top-notch customer service.
Use your call center phone system and IVR capabilities to offer appointment reminders without adding load to your agents. The entire process of placing the call, playing the reminder, and asking them to confirm, cancel, or reschedule is completely automated. Most call center phone systems allow you to specify the names and numbers to be called, and the phone system will take care of everything.
Take your interactive voice response (IVR) to the next level. Play standard or custom greetings for your callers, allow designated callers to break through to a special extension, and add custom messages based on the number that a user dialed to reach your call center.
Time-of-Day Call Routing
Calls can be routed based on the time of day to ensure even after-hours callers can get the information they need. If the primary call center is closed, callers can be rerouted to a secondary call center, such as a call center located in another region. Callers can also be prompted to call back during regular hours.
Automated Outbound Campaigns
Upload a list of target telephone numbers and autodial the list. The system can tell if the call is answered by a person or an answering machine. If the call is answered by a person, they are connected to an agent. If the call is answered by a machine, the system can wait for the beep and then play a pre-recorded message.
Call Center Phone System Solutions from Sangoma
Sangoma’s PBXact phone system is the perfect tool to help you enhance your call center and give you an edge over the competition. PBXact is made specifically for organizations that require a full-featured, commercially-supported, turnkey call center phone solution. PBXact comes with an extensive set of Unified Communications (UC) features to help call centers succeed, such as PhonesApps for Sangoma IP phones, advanced reporting and analytics, Zulu UC desktop and mobile softphone, and CRM helpdesk integration.
Sangoma IP Phones for Call Centers
Built-in phone apps allow users to manage advanced features right from the phone’s display.
Managers can record phone calls ad-hoc for any agent in any queue, directly from the on-screen phone feature.
Managers can view live call center statistics directly from the phone’s display and also log agents in and out of queues.
Hot-Desking and Queue Control
Agents can log in to any station and their phone profile follows them so all their features are always with them no matter where they sit. They can also log in/log out of queues using the Queue app button.
Sangoma phones pair with the most popular headsets on the market, such as Jabra, Plantronics, Sennheiser, and more. With our EHS adaptor, answer/disconnect calls while roaming your office for true, wire-free call control.
Build Your Call Center with PBXact
Watch the previously recorded webinar to learn how PBXact helps businesses build successful call centers and improve their customer satisfaction.