Envox Worldwide, a global provider of IP-based voice solutions, has announced the availability of Envox PhoneLink 2. This computer telephony integration (CTI
) solution enables Salesforce customers to add screen pop and click-to-dial capabilities to their contact centers.
"Implementing CTI is a must for organizations looking to enhance the information-driven processes in their contact centers," said Blair Pleasant, president & principal analyst of COMMfusion LLC, in a Tuesday statement.
"Envox PhoneLink is a leading-edge product that takes a traditional CRM solution and enables it with click-to-dial, screen pop and other telephony capabilities. More importantly, it delivers on the promise of unified communications -- blending telephony functionality into mission-critical solutions and applications such as CRM, to deliver real, quantifiable business value.”
“With these CTI and telephony capabilities, improved customer satisfaction, higher first call-resolution rates, shortened call lengths and decreased per-call costs, are all achievable," Pleasant added.
A CTI solution, the Envox PhoneLink allows organizations to leverage the data from their Salesforce CRM solution to automate their inbound and outbound dialing initiatives and to resolve their customer interactions more effectively.
This solution is also designed to significantly enhance efficiency and performance by providing agents with screen pop click-to-dial and other telephony capabilities that can reduce call time, while also helping to personalize customer service. The result is likely to be improved customer satisfaction and retention.
With the Envox PhoneLink, Salesforce customers can integrate the full capabilities of Envox CT Connect into their contact centers. This solution provides support for more than 30 PBX, automatic call distribution (ACD) and IP
Envox CT is also based on industry standards, such as SIP and CSTA, which enables application developers and systems integrators to add CTI capabilities to their voice self-service, contact center and unified communications solutions at dramatically lower costs than ever before.
Salesforce-based contact centers can use the Envox PhoneLink to receive such capabilities as screen pop; click-to-call; and additional capabilities such as the ability to transfer calls or conference in third parties and automatically store call data into the CRM record.
The Envox PhoneLink 2 includes such features as support for Windows Vista™ and VMware on the CTI Middleware
server component; two line support for agent extensions on Nortel Merifian, Avaya S87XX series, Siemens HiCom, Cisco CallManager and Nortel CS1000; and improved customer match capabilities that dramatically improve the screen pop success rate.
"The adoption of Envox PhoneLink by organizations using Salesforce has been swift as they look to take advantage of the benefits of CTI and unified communications," said Leo Casey, president and CEO of Envox Worldwide, in Tuesday’s statement.
"With Envox PhoneLink, any organization, regardless of its size, can upgrade their CRM investment by using their customer data to personalize interactions, reduce call time and improve overall customer satisfaction."
The way in which the contact center handles the interaction with the customer can have a significant impact on the likelihood that the customer will remain loyal to the company.
For those Salesforce customers seeking to improve the customer experience and ensuring that each interaction is maximized for efficiency, the Envox solution will enable their contact centers to be better equipped to promote complete customer satisfaction.
As competitive as most industries are, the customer experiences can make or break the company’s long-term success. Most are not adequately prepared on their own and must turn to providers like Envox who are versed in the capabilities and technology necessary for success.
Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.
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