Solutions, Unified Communications
Unified communications refers to a broad range of applications all designed to break down of barriers between different communications methods - phone, email, chat, web and more - and the applications that power a business. Many organizations are leveraging these technologies to embed communications functions directly into their CRM desktop applications. Two of the most popular examples are "click-to-dial" for outbound communications and agent screen pop of caller information with an inbound call.
Having a "click-to-dial" button integrated with the CRM application eliminates manual dialing errors and makes agents more productive. The user simply pulls up the customer record and clicks a button to automatically place a call.
An agent screen pop solution significantly increases the productivity of handling inbound customer communications. This CTI-based application reads the phone number from which the customer calls and checks the CRM system for a match. If a match is found, the corresponding customer's record is opened on the agent's desktop as they receive the call. This enables agents to greet callers personally and creates a more productive opening conversation that typically results in faster call resolution. Agent screen pop solutions can shave 20 - 60 seconds off each call, which translates to a significant savings
Envox Worldwide offers a variety of solutions for adding unified communications solutions to your contact center including Envox PhoneLink, a CTI application that allows service and support organizations to leverage the data from their Salesforce.com, and Envox CT Connect, standards-based CTI software that dramatically lower cost by providing out-of-the-box integration with all major communications systems.