Lead forensics Script
02/06
2017

Why your business telephone system should integrate with your applications


Posted by Adam Williams on 02/06 at 10:00 AM Telephone systems, Unified communications, ShoreTel,
ShoreTel Connect business telephone systems image

The technology you use in the office should enhance your ability to do business. That’s what technology does. Yet, the same technology that helped you serve clients better just a short five or 10 years ago can just as easily hinder your staff’s ability to work as fast or effectively as you need them to and as your customers expect them to.

If you’re using an older business telephone system, it could be slowing your company down in ways that aren’t always easy to see. 

Telephone systems, like ShoreTel Connect, 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, routing inbound callers to the right person, and placing full customer records on your employees’ screen as a new call connects. Features such as these not only make your employees more productive, but also get the customer’s experience off to a great start.  

Enriched customer experience
When customers contact your business, what kind of experience are they getting? If you’re relying on older systems, they’re undoubtedly having a disconnected, frustrating experience. 

Are your customers often bounced from one representative to the next, hoping to find the right person to solve their problem? Do they end up repeating their issues to each new person who comes on the line, and face lengthy hold times while the new representative accesses their information all over again? This once state-of-the-art telephone system is now inhibiting your ability to support customers in the manner to which they’ve become accustomed, and that your competitors most likely provide.

But it doesn’t have to be this way. If you integrate your phone system with your CRM platform and communications tools, you can access professional contact center features that are natively integrated with your telephone, to deliver a better customer experience. 

Enhanced worker productivity
As businesses like yours try to do more with fewer workers, it’s imperative to minimise disruption and make the workflow more seamless. 

With an older telephone system, the work environment can be disruptive and confusing. Customers are easily routed to the wrong department, getting more frustrated as they repeat their information to multiple agents. Employees may have to switch between multiple screens or devices, or manually input or copy data to accomplish repetitive tasks. Seconds lost to those tasks add up to hours and days – even weeks – over the course of a full year.

A modern communications system gives workers the ability to merge their telephone system into their applications. Thus, instead of navigating multiple windows, they can access telephony features from within applications, like their CRM, using an intuitive interface. 

If your business uses Skype for Business to manage video chats, instant messaging and desktop sharing, but it’s all separate from your telephone system, a modern telephone system can merge those applications so that with the click of a button, you’re connected and using all the features of your phone system from within the Skype application. 

When you leverage a business communications system that integrates with your applications, you provide a technology-enriched communications system that allows your workers to work better together and gives your customers a smooth, seamless experience.

Does your telephone system create a positive customer experience? We can help. Contact us on 0800 054 6789.

Posted by
Adam Williams's avatar
Adam Williams on 02/06/2017

Since 2006, Adam has quickly risen to a sales manager role managing a team of communications consultants, and works with larger clients offering converged solutions.

Adam cut his teeth in sales in the newspaper industry having decided to decline the university route and to enter the workplace as soon as he left college to chosen career path in sales.

Away from work, Adam is a keen part-time property developer and likes to pop to St Moritz for a head-clearing ride down the Cresta Run.


Contact: adam.williams@swcomms.co.uk



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