Technology may not have yet built a better mousetrap, but it continues to make it easier to serve your customers, increase employee productivity and help your business run more efficiently. IP telephony has revolutionized the telecommunications capabilities of companies in a way that allows anyone to remain competitive on a global scale. However, there are some lesser-known features that go beyond basic call waiting and teleconferencing, and they’ll allow you to step up your customer service game. Such as Intelligent Call Routing and other cool features.

  • Call Reporting/Analysis

This feature allows you to apply one of the most essential business functions – data analysis – to your phone system. Call reporting can analyze calling data both over a specific time period and live, and help you automatically deploy your resources during times when they’re most needed, or scale them back when use is lower. Redirecting your resources when you’re on a hosted system eliminates lag times and bandwidth overloads, and helps provide more efficient service overall. It also aids with staffing by showing you at a glance when you’re most likely to need all hands on deck.

  • Intelligent Call Routing

Call routing is an automated response which you can set up alongside your business number; it diverts incoming calls according to your pre-set criteria. You can decide what happens to these calls when you are not available to answer them – ensuring you never miss that important business phone call.

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What Routing is Available?

There is a variety of call re-routing options available and each organization’s preference will differ due to the nature of their business along with their constraints. This is not a problem with this call handling feature as it gives a business the flexibility to choose their individual criteria and settings.

A real-time payment gateway service provides merchants with a secure method for accepting credit card and electronic check payments. A secure online point-of-sale service allows the merchant to capture customer credit card or checking account information then transmits that information over an encrypted SSL connection. Successful transactions will move the customer payment from the customer’s credit card or checking account to the merchant’s business bank account.

Call-routing software helps in multiple ways. The convenient features help with call forwarding and above all, as the name implies, call-routing is generated on first serve basis. Call-routing software helps with automated call answering and recording call facilities as well.

Intelligent Call Routing software helps manage incoming business calls by transferring the call to corporate representatives on first-come, first-serve basis. This means that the customer support department of the company can be sustained with good reputation pertaining to call management by responding to any caller by transferring the call to any available agent instead of delaying the conversation due to busy phone lines.

Call routing softwares are considered to be cost effective solutions where telecommunication requirements are concerned. The target audience is impelled to make further queries in response to any marketing strategy. Hence, many corporate companies are opting for call routing software to provide better call management services to their existing and potential customers.

It is important for each user company to select from the available call routing software packages, since the features may vary as per the needs and requirements. You need to examine the product thoroughly before finalizing the deal, so that it turns out to be the best communications solution for your business.

Without a doubt, by availing call routing services and various other features, small to large businesses can enjoy long term benefits and convenience. These days, you will find several call routing software programs, which provide intelligence skill based routing system and offer features that are in the best favor of any business. These software programs have great applications and thus, are able to fulfill business needs and telecom demands of the corporate sector in an efficient manner.

In short, call routing enables your business to be at global presence. Thus, businesses must go for the option of call routing service and must avail the services from a reputed telecom company that offers maximum call routing features at affordable rate.

  • Auto Attendant

This feature provides a new spin on virtual call centers that allows callers to interact with an intuitive voice menu system that sends calls to the correct extension instead of continually redirecting the call. It also allows calls to be redirected to call centers in different time zones, and it gives you employees the ability to re-route their calls to any VoIP-enabled device, including tablets, smartphones and laptops.

  • Call Coaching

You might want to refer to this feature as The Sales Whisperer, and it’s an invaluable feature for helping sales or customer support staff members who are having trouble dealing with a customer. There are two aspects to this feature: Barge and Whisper. One allows you to break into an ongoing call and listen without interrupting the call, and the other will give you the ability to coach your staff member while the call is in progress without the customer knowing about it. This is not only a good rescue feature, it’s also great to use during the training phase for sales staff or call center crew members.

  • Voice Mail to Email

This is an automatic transcription feature for those times when you’ve missed a call despite your best efforts. It will send an alert and a full transcription of your voice mails to your inbox so you’ll know immediately when you have a message. That way you can read the voice mail at your leisure, and you won’t have to keep replaying your messages if you miss important information on the first listen. It also allows you to have documentation of your voice mails.

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  • Line Expansion

Because all of your telecommunications are powered via your broadband connection, you have an almost unlimited ability to expand your business and add new lines without having to install new hardware or infrastructure, or paying additional charges. Since your service is hosted, you also don’t have to worry about maintenance or upgrades, because they’re usually included as part of the service.

No matter what, customer satisfaction is king, and your phone system is often your first point of contact. Whether it’s through help desk support, sales calls or reservations systems, poor quality telecommunications reflect badly on you and your business. Hosted PBX solutions offer the small business owner a way to compete on a higher level without having to put forth a huge financial or human resource investment. You simply choose a provider who has a plan that’s within your budget and includes the features you need. All that’s left for you to do is enjoy improved telecommunications and customer service capabilities without the administrative hassles.