3CX Phone System Pro – an enhanced and feature-rich VoIP PBX (Sponsored)
Oct 11, 2013 10:23 AM –
3CX Phone System Pro is an enhanced and feature-rich VoIP PBX (private branch exchange) with advanced call handling features. It combines a software-based, cost-effective telephone exchange system that allows you to integrate the system into existing PBX hardware, with a powerful call-centre solution. Adding significant functionality to the standard 3CX Phone System, this Pro version now helps improve customer service and increase productivity.
The key features can be summarised as such:
- Integrate with your Microsoft Exchange 2013 phone book
- Caller ID – lets you know which customers are calling
- Lets customers hang up and still maintain their position in the queue
- Alerts for when service level agreements are threatened
- Monitor call agent and team performance in order to address productivity issues
- Wallboard – lets teams see real-time call and queue statistic
- ‘Listen In’, ‘Listen In and Whisper’ and ‘Barge In’ features
For the customer, the greatest feature of this surely has to be the call-back functionality. Essentially, the customer can call your company, be maintained by 3CX Phone System Pro and placed in a queue. Then, if they choose to- they can hang up because the system will not only keep them their place in the queue, but also call them back when they reach the top.
We’ve all faced it ourselves- frustrating and countless hours spent waiting for our own customer service call to be answered, so we can easily sympathize with our own clients when this happens to them. Which is why this feature of 3CX Phone System Pro makes so much sense. Customers no longer have to waste significant time calling your company when using 3CX Phone System Pro and can be reassured that you value their time, which significantly adds value to your overall service.
Because 3CX Phone System Pro integrates with your Microsoft Exchange 2013 phone book, callers can always be identified, enabling call agents to respond proactively, rather than potentially requiring the caller to wade through several layers of account and/or security information. This ‘smarter’ system further puts your customers first and will also increase call agent productivity; they can get immediately get right to the nub of the query.
The system is also great for managing teams of call agents. Call volumes, call length and how long an agent is logged in can all be good for monitoring productivity and identifying additional training requirements. The wallboard display can keep everyone informed of call levels, including: number of calls waiting, total calls, average waiting time, calls answered and more.
All this functionality comes alongside the standard easy-to-implement and highly functional 3CX Phone System features. These allow your mobile users to be accessible regardless of where they are, essentially carrying around their own phone extension wherever they are; regardless of whether they have an Android, Windows Phone or iPhone device.
3CX Phone System Pro is completely free to try out, simple to integrate and is set on improving corporate productivity, communication and customer service. For more information, visit the website here.