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Unified Communications for a Hosted Contact Centre

May 7, 2019
Aaron Main

Summary: The Cloud PBX Unified Communication system revolutionises access to the office from any location and changes staff statuses accordingly. 

These days, customers discover an organisation via its website after a related web search. Besides valuable content for users to read, the site should offer real-time communication features to new and returning visitors, to get in touch with the team should they require further support.

The easier and faster it is for your website visitors to get in touch means, the quicker it will be for you to convert them into leads and finally, customers.

Unified Communications for a Hosted Contact Centre

Contact features should include as many of the following as possible:

  • Online chat
  • Video calls
  • Instant Callback
  • Screen sharing
  • Presence information

With Cloud PBX unified communications, it doesn’t stop at just talking to customers. Often a simple chat session or call isn’t sufficient enough to help them with things like using or installing an app or product, using a website or requesting a demo, for example. It would be more efficient to activate a remote desktop sharing session compared to providing information over the phone.

Having the functionality of staff simply logging-in online and becoming an active agent within an inbound group, whether they are in the office, home-based or working remotely, allows agents to work proactively whilst managing and exceeding inbound service levels. Imagine those agents being distributed around different offices, the country or the world, allowing them to help customers as if they were in the office.

Boost customer satisfaction, reduce call handling time and empower your workforce to connect seamlessly into the business.

Adopting a Cloud PBX Contact Centre approach will:

  • Add an additional layer of resilience to your business
  • Reduce costs and increase the profitability of every customer interaction
  • Meet and exceed your customer’s expectations
  • Offer the highest levels of availability, reliability and customer service
  • Integrate seamlessly with your existing online CRM applications

If you have multiple staff that are required to answer business calls, then merging email, webchat and customer callbacks with intelligent call routing, allows you to create a hosted contact centre at minimal expense — ideal for businesses of any size as well as businesses in rapid growth or with changing infrastructures.

Telecoms World Cloud PBX Contact Centre offers a pioneering platform including; Interactive Voice Response (IVR), Inbound Automated Call Distribution (ACD), Predictive Dialling, PCI Compliant Payment Gateways, Call Recording and comprehensive Call Centre reporting.

Use our Contact Form to get in touch with one of our Wildix Cloud PBX Phone System experts. Or, give us a call on 0800 774 7772