The smart phone applications have the advantage of offering the user a visual menu to alert the call center as to the reason for the call. “Make a Service appointment” would be a different button then “My bill has an error”. The SMS or Text message, however, has the advantage of being interactive. Sending a text message to the phone number associated with “make a service appointment” or just texting “service” could trigger a return text message that indicates available service times and the estimated wait time for your agent to call and confirm the appointment.
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November 2012 Archives
This ECC application couples a call back strategy with a visual navigation menu on the customers smartphone that actually places a phone call to the agent and the customer simultaneously. The inbound call request acts more like a web page or email, but is handled by the phone system as if a caller were pressing digits after being answered by an automated attendant system. Details for ShoreTel Phone and ShoreTel Training... read on DrVoIP ShoreTel Blog
We recently posted a blog on how smart phones could be used to bypass automated attendants and deep dial into a call center with a Smartphone visual menu. This blog received a lot of interest and the follow on questions clearly indicated a level of interest in just how technology impacts the traditional call center. The “call center” is now the “contact center”! Customers are calling more frequently from mobile devices and less frequently from land lines. More Shoretel Support and ShoreTel Phone... Continue to read on DrVoIP ShoreTel Blog.
Businesses communications technology is at the heart of every business but can be difficult to manage and expensive for SMEs. James Passingham at business communications provider, Foehn, thinks cloud and hosted telephony could be the answer. From sole traders to global enterprises, cloud-based services have had a big impact on business decisions. And any company thinking of installing a modern business communications platform like hosted telephony will be looking to the cloud for its answer. VoIP Training and ShoreTel Training... That’s because IP telephony read on DrVoIP ShoreTel Blog.
The trend in the Unified Communications industry is to charge a “per seat” license for access to VoIP Business Phone Solutions. In large part a legacy “flat tax” from the old TDM world, phone system suppliers continue to license based on the number of users that the system supports. Microsoft, ShoreTel, Avaya and CISCO all seem to have software licensing based on the number of users. Some licensing strategies become more complex as features and services are added. CISCO Support and ShoreTel Support .. read on DrVoIP ShoreTel Blog.
