Cloud Call Center Software Integrated with Phone System Software

If your call center agents are multi-tasking, your company needs it’s cloud call center software fully integrated with your phone system software.

Your call center agents need robust call center functionality within their softphone app. But they also need the ability to transfer calls to other departments, to see which non-call center colleagues are on a call, receive IM’s from non-call center employees, receive company-wide voicemail messages, and more… And they they don’t want to flip-flop between two apps to accomplish this.

In the video below, Mike Smith explains why (if your company’s call center agents are multitasking), you need to look into cloud call center software that is fully integrated with the phone system.

Want to know which vendors to quote for this? Ask Mike today.

About Mike
Mike Smith is the Founder and President of AeroCom and has been helping companies with telecom and cloud services since 1999. He has been the recipient of numerous business telecommunications industry awards and in 2011, he was honored as one of the top 40 business people in Orange County, CA., under 40 years old. You can also hear him as the host of the popular Information Technology podcast, ITsmiths with Mike Smith. Follow Mike on LinkedIn, Twitter or SpiceWorks.

Transcript

So your company is in the market for a new phone system and a new call center software application because right now maybe you have an on-prem solution that has both of them combined. So if you get rid of one, you have to get rid of both.

Well, if that’s the case, one of the things you may want to consider is a cloud PBX provider who has a cloud contact center built into their platform, so that it’s not two separate applications.

This is especially beneficial if your company has call center agents who do more than just take calls for the call center. If they’re interacting with other employees all the time, then the last thing they want to really be doing is be on two separate applications, two separate soft phones all day long.

What do most vendors offer?

So they have, in most cases, what you’ll find is that you’ll have a cloud PBX soft phone, and then you have a call center soft phone. That’s fine if you have a lot of call center agents who (all they do is) call center, all day long and that’s the only application they live in. That’s great if it’s separate because that’s all they need is one…

But if you have a lot of employees (or some employees at least) that are multitasking, that are taking calls for the call center, but are also on the cloud PBX application all the time and maybe want to instant message somebody or see if somebody’s available or things like that, you don’t want those users to have to jump back and forth all the time between two separate soft phones.

What are the benefits?

If that’s the case for your business, you really want to narrow your search to cloud PBX applications that have contact center built into the same application as the cloud PBX application, so that you have one window for taking incoming calls or making outbound calls for the call center, or maybe checking in on, barging in on some calls for some of the agents that are underneath them and things like that, and all the cool call center features (like time-on-hold and all those analytics), that’s all in the same application as the cloud PBX where they can just transfer calls, four digit dial anybody in the company, see everybody’s status internally in the company, if they’re in the office or out of the office.

Those two are in the same window. So big benefit if you have multitasking call center agents.

I hope this video was helpful.

Which vendors offer both applications in one pane of glass?

If you’d like to know which vendors have applications like that and would be a great fit for your company’s specific needs, don’t just Google it. Contact me via phone (714.593.0011), or email.

I’m a broker for all the major cloud PBX solution providers. And based on your company’s needs, I can match you up with the best three to five vendors that you should be quoting and help you get demos and quotes with all of them and make sure you get the best pricing available with each of them, that’s my job.

And the nice thing is, is that those cloud PBX vendors pay our company our broker fee, so your company doesn’t have to pay us a dime for any of our recommendations. So there’s absolutely no reason, at least try me, reach out and see what I have to say and we can go from there.

If this video was helpful, don’t forget to hit the like button down below and I will catch you on the next one.

Which 3 cloud call center vendors should your company quote? Ask Mike today.