- Your customer service agents have trouble answering questions because they’re not able to check things or transfer calls to colleagues outside their department
- You sometimes have call peaks where you want other departments to assist customer service
- You want to cut down on costs for both customer service and office telephony
- And have a better overview of both calls and costs
Integrate office & customer service telephony
Improve first time resolution and customer satisfaction by reaching out to colleagues outside customer service like 2nd line support, warehouse employees and other departments.
It's time to integrate office & customer service telephony
This will enable you to
- Improve important customer service metrics like first time resolution and customer satisfaction
- Make it easier for agents to reach out to colleagues to solve an issue
- Lower costs because you can cut down on suppliers for separate telephony platforms and benefit from lower rates because of the volume increase
What do you need?
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Infrastructure assessment & Platform selection advice
It starts by taking a close look at your current infrastructure. What are your wants and needs and can these be achieved with your current soft- and hardware?
If optimizing your current infrastructure won’t do the trick, it’s time to look beyond that. What’s your desired architecture and which communication platform is the best fit?
Once we know the requirements, we can make sure you pick the platform that’s future proof.
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Inbound & outbound call routing
Incoming calls must be delivered to the right place. Also, if you’re active internationally and have multiple contact centers.
Integrating customer service and office telephony enables customer service to reach out to other departments, like shops or other locations.
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SIP Trunks
Connect a SIP trunk to your cloud solution, get rid of any limitations of your cloud solution.
It will also reduce costs, increase control of your call traffic (both inbound and outbound), increase global coverage, and ensure uninterrupted VoIP quality.
