Contact Center Solutions Featured Article

Mid-market Customers Benefit from Ifbyphone Version 3.2

September 09, 2010

Ifbyphone, a customer interaction management company, has announced a series of enhancements capable of supporting mid-market customers. The enhancements include updates to its Call Distributor features, Call Tracking capabilities, and Call Reporting.

Irv Shapiro, CEO of Ifbyphone said that they are focused on providing more power and independence to the market by equipping SMB customers with access to Enterprise quality voice capabilities. Shapiro also said that with the new Version 3.2, they were confident of providing continued support to help businesses manage, measure, and automate phone calls.

Ifbyphone’s Version 3.2 enhancements include Call Distributor with “Agent Modes” that can provide more granularity for data-driven managers that oversee distributed workforces and for call centres billing clients by the minute. This will make it easy for managers to easily track the time each agent spends on calls, breaks, and other work.

Also, with “Application Transfers,” agents can use any phone to transfer callers to a different number, department, or post-call survey.

Another feature, “SourceTrak” enables businesses to measure phone call conversions and optimize advertising spend based on response rates to marketing campaigns while a “Call Tracking Analyzer” provides support for more granular measurement of media sources across multiple marketing campaigns by showing call counts for offline media sources and conversion rates for online campaigns.

“Custom Dashboards” can also be used to provide reports about the application a customer utilizes the most which in turn helps in saving time while providing a unique customer experience.

 Finally, the addition of “Reporting” enhancements offer improved usability and customization options, in addition to a series of new reports to help businesses measure account activity.

Anuradha Shukla is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Stefania Viscusi