Telephony & Contact Centre Solutions
Concise Telecoms have a wealth of experience in the implementation of telephony & contact centre solutions such as call recording & management systems, designed to dramatically improve productivity and efficiency in the workplace.
Telesales Management Solutions
We can supply and implement the Adaptive Telesales solution that increases the productivity of people who make outbound telephone calls. It also provides comprehensive management reporting, so that calling work can be better managed.
By automating the process of dialling calls, users spend less time managing their “call lists” and more time talking to customers. With automation comes reporting and with reporting comes management control.
Users love the Adaptive Telesales solution because it makes their life easier - and if they are on commission, it helps them to earn more money!
The Adaptive Telesales solution works with a wide range of CRM systems including ACT!, GoldMine, Maximizer, MS Access and SQL databases, to name but a few. It can be used standalone or integrated with a wide range of business telephone systems
Automatic attendant, routing calls to the correct destination, calls may also be queued with the option of leaving a message.
CTI Applications (Computer Telephony Integration)
Here are some examples of how Adaptive solutions have increased productivity and reduced costs:
- Adaptive CTI helps you to handle telephone calls faster and provide better service to your customers.
- Adaptive Desktop SMS helps you to communicate with field-based personnel and helps you to keep in touch with your customers and suppliers.
- Adaptive Progressive and Predictive diallers help you to increase the number and quality of outbound telephone calls that you make to customers, debtors and suppliers.
- Short Message Service: available on mobile digital GSM networks allowing text messages of up to 160 characters to be sent and received via the network operator's message centre to your mobile phone, or from the Internet, using an SMS gateway. If the phone is powered off or out of range, messages are stored in the network and are delivered at the next opportunity.
Benefits: - SMS messages are often more convenient to receive than a phone call. They can also be faster to type and send than making a call. The same text messages can also be sent to groups of people and can be used, for example, for internal company communication as well as dealing with suppliers and customers.
Changing a business process to use SMS updates to keep people informed can increase customer satisfaction and also reduce costs - because the customers don't need to call in to find out what is going on.
Call Recording
Call Recording: The ability to record telephone conversations for later playback and analysis. This encompasses the recording of both ends of a telephone call for incoming, outgoing and conference calls. Conversations are recorded to a storage medium, often a hard disc on a local PC, or network device. Key features would include a fast search facility to track down recordings for playback.
Benefits: Call recording delivers peace of mind for users. The information recorded is valuable and may be used for training purposes as well as in dispute resolution of false claims. Not all users need full blown and sophisticated call recording systems. There is a case for more cost effective systems that archive calls for a set period of time.
A high-speed telephone dialling system that dials telephone numbers in rapid succession. Some systems also monitor the length of each call and develop an average call length. Once the system knows the average call length, a predictive dialler can make the next call and "hand it off" to an agent as soon as the first call has ended. This system maximises the on-phone time of each agent, and the overall result is, more people are contacted in a shorter period of time.
Benefits: Diallers increase sales and productivity. They benefit users by automatically selecting and dialling calls. Less dialling mistakes are made and telesales boredom is reduced. They provide a rapid return on investment. Diallers help SME business to compete with larger rivals. Anyone doing telesales, or using a CRM system to keep in contact with customers or prospects should consider using a dialler as they are effective from as small as one person working just a few hours a day.
Unified Messaging
Unified messaging allows anyone managing customers to send and receive voice, fax and e-mail messages and to view, sort and select those messages within the Outlook window on their PC, this in turn allows managers to prioritise responses, as they can see who sent the messages and when, messages can also be forwarded to other staff, for example sales people for follow up.
Fax on Demand
Customers may select the information they want from a menu of options, allowing any company or organisation to make product or service information available 24 hours a day. Potential customers can dial in and be advised of available information and then request the relevant documents to be returned by fax and may include both text and images. This system can also be integrated with document management systems on a LAN
Contact Centre Solutions
Lightweight telephone headsets help reduce tension that is caused by cradling your ‘phone between shoulder and head which can lead to RSI, they also increase productivity by allowing users to have their hands-free for the keyboard and paperwork.
New cordless headsets are now available using both DECT and Bluetooth technology for fixed and mobile applications.
Concise Telecoms carry a full range of headsets from leading manufacturers Plantronics and Jabra.
ACCESSORIES
Concise Telecoms supply and install of a wide range of telephony and data accessories, including:-
- Digital Cordless & integrated DECT Telephones
- Music & Message on hold systems
- Call Recording Devices
- Voice Mail systems
- Call Management software
- Valcom public address systems
- UPS back-up power supplies
- Audio & Video Conferencing equipment
- Business telephones for the office
- ISDN terminal adaptors
- Patch leads, patch frames & cabinets
- Data routers & hubs.
- Mobile Data Solutions
- Bluetooth Telephony Headsets
- Bluetooth car kits and headsets
To arrange a free demonstration of our Telephony & Contact Centre Solutions please call our customer service team on 0800 018 8181 or click here.
