There are almost unlimited business benefits to be had from integrating your computer and telephone systems. You can work faster and smarter while offering customers an even better standard of service.
Making Calls
When making calls, you can use a feature known as ‘click to call’. It creates a button within contact databases such as Outlook, which you simply click with a mouse and your desk phone will automatically dial the number. All you have to do is pick up the phone and start talking when someone answers. It works particularly well for sales or customer service teams and prevents misdialling.
Receiving Calls
When receiving calls you can have a ‘screen pop’ facility. Your telephone system passes the caller ID to your PC which in turn automatically pops up the caller’s information from Outlook or CRM system onto your screen before you answer the call – it’s like having the client file open on your desk every time they ring. This is a really powerful tool which can be applied in almost limitless ways:
- High customer service level – e.g. details about the customer’s previous orders and their delivery address can appear on screen for rapid sales processing
- Quicker call handling – e.g. no need to ask the caller for a company name or account number or waste time searching for their customer record as it appears on screen instantly
- Record call history – e.g. easily create and update CRM records while speaking to clients on the phone
- Set up customer alerts – e.g. integrate with your finance system to receive onscreen notifications of any overdue payments on the caller’s account or automatically reroute the call to the accounts department
- Control telephone access – e.g. have the phone system unlock phones in specific rooms or desks when required
By utilising the power of your phone and your computer together, you can efficiently handle customer requests while saving your business time and money.
If you’d like to find out more about Computer Telephone Integration solutions call 0800 50 533 50 today or contact us at enquiries@tech-ip.co.uk
