Integration with CRM tools and other cloud based and desktop software is now easier with a new release of X-on's Call Centre API. This means that inbound and auto dialled calls can bring up customer records as the call is answered. Dialled calls can be made by clicking on customer phone numbers without having to rekey.
In some cases, more complex integration is possible by appending call detail records, or even call recordings, to the data stored in the CRM system. Integration with other cloud based CRM systems such as Salesforce can be accomplished.
X-on offer consultancy and integration services for PhonePresence Call Centre customers, and your account manager will be pleased to discuss the benefits that integration can give in terms of call handling efficiency.
On the road map for 2014, the emphasis remains on the User Interface to manage productivity and improve communication. New tools will be available to ensure the optimal number of staff are available to handle calls and meet Service Level Agreements.
Graphical Displays allow a manager to drill down into agent time utilisation, making PhonePresence Call Centre the basis of a complete Workforce Management system. PhonePresence will still be offered as a complete hosted Cloud Solution, but there will be an integration with Cisco CUCM for customers not ready to take the plunge to a completely hosted solution.
A new version of X-on's Mass Notification Alert product will be released with fixed and mobile interfaces to manage incidents on the move. We have been providing hosted Alert systems for routine and emergency notification for over 10 years, and with feedback from our clients will be improving the product with a renewed interface and third party API. Important in this will be usability from mobile devices to provide a control hub on the move.
X-on's Business Continuity products sit well alongside the Mobile Call Centre, which is a complete hosted Call Centre system operating completely over the 3G or 4G spectrum, allowing deployment within hours to cope with short term emergencies.
In the corporate environment, we will be launching the 'Operator Console' which allows one or more operators to manage calls for the entire organisation, as a traditional operator does, but with the advantage that the organisation can be distributed throughout the globe and the 'operator' can be at any fixed location where there is access to the Internet.
Call Sales on 0333 332 0000 for advice on how PhonePresence Services can improve your Business Communications.