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CRM Benefits of New Business Phone Systems

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May 20, 2009

CRM Benefits of New Business Phone Systems

By Stefania Viscusi, Assignment Desk Editor

Today’s businesses, while still very focused on meeting all of their customer needs, are moving towards new technological advancements that help improve their efficiency and save on costs.
When it comes to continuing to offer quality services to customers at all times, businesses are using business phone systems and other automated tools as a way to create loyalty and resolve issues more quickly.

A recent article, “Five Ways New Business Phone Systems Improve Customer Service,”  notes that with the increasing usage of automated Web site help desks and chat programs replacing live customer service agents, companies are recognizing that they can build more profitable relationships with their customers and use technologies like new phone systems to improve customer loyalty.
New business phone systems offered today include the ability for companies to proactively reach out to their customers and deliver the messages they need, when they want to receive them.
By allowing the phone systems to handle this process, company employees are free to focus on solving problems and paying closer attention to the customers who need it.
One way business phone systems can really help to improve the customer experience is better handling of call forwarding and contacting of specific employees. Rather than frustrating the customer by pushing them from branch office to call center, Voice over IP technology used in many phone systems offers just a central phone number to reach contacts no matter where they are.
To further improve the customer experience and help reduce costs for the business, the integration of CRM software with the phone system also make it easier for callers to make their way through the system, and even have their questions answered without need for a live service agent. Also, with CRM software, agents have access to the callers account info. so they are delivering a consistent, quality experience each time they speak with the customer.  

Call recording capabilities also improve the functionality offered by today’s business phone systems because this technology is able to record live calls and company’s use those recordings for future training, quality assurance and sales needs.

These and a number of other advanced functionalities offered by tying together CRM software and today’s business phone systems, help businesses to achieve their goals and deliver customer service that surpasses the competition.

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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