VOIP
Thanks to the Internet, businesses are increasingly taking advantage of Internet Protocol (IP) telephony and voice over IP (VoIP) to increase communications flexibility and reduce costs over traditional hardware-based PBX telephone equipment and telecom carriers. While there are many options available for implementing IP telephony, global standards and simplicity are critical to its continued acceptance.
Some employees need little more than a telephone to do their job. Workers who constantly interact with customers, partners and suppliers on the phone and in Web chats must also be equipped to access timely, accurate, relevant information quickly such as CRM and product data, pricing, a customer's account record, a salesperson's contact information and supply chain numbers. For the new breed of information worker, desktop voice and Web interactions can be just as vital as the Microsoft business applications they use.
The Avaya IP Office Customer Management Solution, featuring Microsoft CRM software, provides an integrated view of customer data to everyone in your company - so agents see information for every customer contact. This all-in-one hardware and application suite integrates customer data stored in Microsoft Business Solutions CRM with Avaya IP Office and Compact Contact Center.
Business benefits
- Improve customer satisfaction - give customers the personal attention they demand, every time they call.
- Optimise agent effectiveness - agents no longer need to search for account information or request it from customers.
- Lower the costs of doing business.
Features
- Customer and historical sales information are linked directly to incoming and outgoing calls.
- Integrated customer information includes who the customer last spoke to, order status, service issues and contact and shipping information.
- Call routing pattern adaptability.
- Manage service and performance issues.
- Add multimedia capabilities - email, Web chat at any time with all the same reporting and management capabilities that work for voice.
For more information, please contact us.
