Why Your Phone System Should Integrate with Your Applications

applications

It makes sense that the technology you use in your office should enhance your ability to do business. That’s what technology does! Yet, the same technology that helped you to serve your clients better just 5 or 10 years ago, could now be hindering you and your staff. If you’re using an older legacy model, it could be slowing your company down!

The right onsite phone solution will allow you to seamlessly integrate your communications systems with your business and customer applications. This integration shaves time off simple tasks like retrieving customer information and routing inbound callers. Features that will not only make your employees more productive, but will improve your customers’ experience significantly.

Your Legacy Phone System is Costing You!

When customers contact your business, what kind of experience are they getting?

With a basic phone system in place, it’s easy to assume that all is well because you have a dial tone. But today’s communications need to go beyond that. If you’re relying on an older system, your customers are undoubtedly having a disconnected and frustrating experience.

  • Are your customers getting bounced from one agent to the next, hoping to find the right person to solve their problems?
  • Do they end up repeating their information to each new agent they connect with?
  • Do they face lengthy hold times while the new representative accesses their information all over again?

Do you see it? This once state-of-the-art phone system is now inhibiting your ability to support your customers in the manner they’re expecting – something your competitors are most likely ready to provide.

Integrated Applications Enrich Customer Experience

But it doesn’t have to be this way!

If you integrate your phone system with your applications, CRM, and other communication tools, you can access professional contact center features that deliver a better customer experience.

Your calls, CRM, email, video chats, instant messaging, desktop sharing, and more can all be merged with the right onsite solution. Then, with the click of a button, you’re connected and using all the features of your phone system from within one simplified interface!

Now you’re delivering fast, accurate, connected support to your customers! That’s bound to improve their experience with your business by leaps and bounds!

You Can Improve Your Workers’ Productivity

As businesses like yours try to do more with fewer workers, it’s imperative to minimize disruptions and make the workflow more seamless.

An older phone system creates a work environment that’s disruptive and confusing:

  • Customers are easily routed to the wrong department, getting more frustrated as they repeat their information yet again.
  • Calls go minutes without being answered, seem to get stuck for hours on-hold, and even get dropped.
  • Employees must switch between multiple screens or devices to accomplish simple tasks
  • AND they have to manually input and copy data to complete repetitive forms.

The time lost to the confusion can add up to hours and days, even weeks – and that impacts your bottom line!

A modern onsite communications system gives workers the ability to merge their phone into their applications. Then, instead of navigating multiple windows they can access their applications, like their CRM, using a single intuitive interface. Inbound caller information can be integrated with their CRM records, so notes and product information is readily available to any agent receiving the call. Work groups can even be set up to route calls to the correct agents or answer calls based on hold times.

This increases productivity, saves time, eliminates confusion, and improves customer satisfaction.

Get a Phone System That Supports Application Integration

When you leverage a business communications system that integrates with your applications, you provide a technology-enriched environment. This allows your workers to become a team and gives your customers a smooth, seamless experience.

Does your current phone system integrate with your applications? Does it create a positive customer experience? We can help. Contact us at 423-899-9350.

Speak Your Mind

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