Know who's calling your business: make your data work for you by previewing callers from your database When a call is received, SmartConnect can search your databases and show you who is calling, on-screen.Integral intelligence means that when you make a call, SmartConnect knows who you are calling; when you receive a call, it knows who it is and, if you are on the telephone when another call arrives, it will tell you who is waiting.The only pre-requisite for this last feature is that your handset supports two line calling.
Just think of the advantages for your customer service department.
When a call comes in on the main number, SmartConnect will tell all the ringing extensions who the caller is, in order that the person best able to help can take the call.Whoever takes a call is immediately in a position to provide the appropriate response. SmartConnect does not need to interrupt what you were doing. Caller details are shown in a discreet pop-up window that appears on your screen without obstructing the application you are using and without commandeering the keyboard.
SmartConnect can also manage the challenge that many businesses face in having a number of separate databases, perhaps storing supplier details in one location, customer information in another and prospects in yet another.
SmartConnect can search all these databases simultaneously to ensure that you have the best chance of identifying the caller.
With
CTI delivered via SmartConnect customer service runs more smoothly because calls are handled intelligently from the start.
Show customer data on screen: seamless integration with your business application Once a call has being initiated, SmartConnect continues to smooth your customer interaction by fulfilling the second, key requisite - popping customer data quickly and accurately to your computer screen.
As we already know who is calling, having previewed this information when the call first came in, SmartConnect can go straight to the caller’s record in your database, making all your customer data immediately accessible to the person who takes the call.
Make calls on screen: speed business processes How much valuable time is lost finding, updating and dialling telephone numbers of customers, suppliers and colleagues?
SmartConnect speeds business processes, by making calls from your PC screen.In many cases, it will enable you to dial from your application using the clipboard.In addition SmartConnect offers two other methods of dialling:
- Utilising the connection to your contact database, SmartConnect populates an address book. With the address book open you simply enter a contact name and click to dial the number that is presented.
- Using TAPI, SmartConnect appears as a telephony device to any application that supports dialling.So, to dial from your application, you simply click the dial button.
Reduced Costs Half the cost of running a telephone-based customer service department is tied up in labour, 40% in communications charges, and less than 10% in capital equipment.Saving seconds on each call can make a big difference enabling your people to be more efficient, deliver a better service and dramatically reduce company overheads.In any company with a high volume of incoming calls each day it takes many people to handle these calls efficiently.If callers have to wait it can increase costs to the customer and be a potential loss of business due to abandoned calls and unhappy customers.
With CTI, you can reduce costs by the following:
- Shorten the average length and duration of calls.
- Maximise the number of “talk” minutes per hour, thereby reducing the required number of staff.
- Maximise and/or reduce telephone line requirements as call duration is shortened.
- Increased revenue and efficiency.
Once the callers’ initial requirements have been satisfied your team can suggest further highly relevant services, based on the specific account, thereby creating the perfect cross-selling environment. This is an excellent revenue opportunity allowing companies to be re-active to the customer needs and proactive in selling new services.Revenue increases, with staff spending less time on the initial enquiry, while providing better customer service.
With CTI, you can increase revenues in the following ways:
- Call and service more customers in a given period of time.
- Sell to inbound callers using CLI, DDI input and database information.
Enhanced ProductivityTelephone teams who are manually dialling and receiving calls are slow and inefficient.Teams often work as individual employees not collaboratively.CTI can help you manage your communications and helps you get the balance right between personal flexibility and team processes.
It can be the key to dramatic improvements in productivity.
Enhanced productivity is increased by handling more calls; c
all and application identification is performed using CLI and DDI, saving time on the discovery phase of the call.
Avoid the need to request or repeat caller information that has been transferred from another department.
Initial customer information that is available in the database is displayed when the call is ringing.
Outbound calls can be handled hands-free using preview dialling.
Improved Service Companies, whatever their business or size, all have telephone-based customer-facing staff.
CTI offers the ability to improve levels of customer service, productivity and responsiveness all at the same time.
A smaller company or team can now be as competitive and equally customer-facing as the largest dedicated
Call Centre with deployment of CTI, in this case in the form of SmartConnect.
Often companies or departments are overloaded with phone calls which result in customers having to wait and then answer a long list of discovery questions before the real purpose of the call is established.Sometimes callers are transferred around departments before reaching the right person.This type of service results not only in errors and inconsistencies in data entry and information related to a caller, but also in unhappy frustrated customers and lost time and profits.
With CTI, you can improve customer service in the following ways:
- Offer a faster, more personalised service.
- Minimise time spent gathering information from a caller.
- Retain customer information on call transfer.
What does it mean for business?SmartConnect is ideal for all call centres, but every organisation has customer facing teams that operate as “formal contact centres”.
The volume of traffic or the processes may not at this stage dictate a formal call centre, but all these teams would benefit from the business benefits that SmartConnect can deliver.
The following functional teams will find CTI and SmartConnect invaluable:
- Lead generation
- Sales support
- Sales enquiries
- Order processing
- Service desk
- Support desk
- IT helpdesk
- Technical support
- Helpline
- Credit Control Team
If you would like to discuss a simple CTI solution for your business please contact us on 0800 970 9751 or email us at
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