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Quality Phone Systems Important for CRM

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April 23, 2009

Quality Phone Systems Important for CRM

By Stefania Viscusi, Assignment Desk Editor

It’s no big secret to those in the business world today, that customers are company’s most important asset. Providing an exceptional customer experience each time the customer is in contact with the company is vital to how they perceive the company, and whether they’ll be doing business in the future.

For this reason, it is important that businesses choose a phone system that guarantees they can meet their customers’ needs and that includes all the latest functionalities without all the costs of larger enterprises systems.
In today ‘s economy, saving on costs is as important as delivering a quality customer experience, achieving both of these goals is possible thanks to Voice Over IP (VoIP) phone systems which include all of the features needed for a good impression on callers, and doesn’t include the long distance and calling fees associated with traditional landline systems.

In addition to cost savings, companies looking for a quality VoIP phone system should also ensure that it offers than ability to answer and transfer calls efficiently; allows customers to leave messages and employees to retrieve them and forwards calls and information.

A recent article, “Business Phone Systems: Upgrading the Customer's Experience, “ highlights the need for a quality phone system, and know-how to use it properly.

According to the article, a new phone system can reach far beyond employee productivity and improved communications to offer the ability to enhance the customer experience and even ‘shape their impression of the company’.

To further improve customer service,  the article notes that businesses should record calls and evaluate areas that may be causing customer frustration as well as get on the phone with customers who may be turned off my not enough human interaction.

A phone system that reduces hold times, improves routing capabilities and dials employees more easily, can serve to improve customer experiences and remove frustration associated with long hold times and other phone system quirks that can make an emotional caller become upset with the company and take their business elsewhere.

Because no phone system is one-size-fits-all, its important that businesses understand the functionalities they need and choose a phone system that will be right for them. offers has done research on hundreds of phone systems, and through a set of questions can help you determine which of the many available phone systems is right for your business.

Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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