The call management applications of today deliver valuable insight into a customer’s experience through detailed real-time call analytics, such as:
The good news is that whether the call management solution is deployed via the cloud for hosted telephony or on-premise for PBX phone systems, features have now evolved to deliver the same level of analytics and overall functionality.
The importance of integration
Fully integrated call management centralises and visualises data from inbound calls, outbound calls, call recordings and call handler activity in one application. Integrating this data with customer relationship data brings a new dimension to CRM, by ‘completing’ customer relationship management.
Sharing call management with CRM systems and the wider operations teams across an organisation is proven to improve customer service levels and importantly, to deliver significant competitive advantage.
Why the channel should focus on fully integrated call management
Gone are the days when such systems were deployed solely in large enterprises. This means that these solutions are now accessible to not just large corporates, but to a huge SME market. Cost effective call recording together with innovation in call management with Unified Communications and CRM integration has meant that SMEs can now take advantage of powerful solutions that deliver real business intelligence.
How resellers can demonstrate the value of call management to customers
Our most successful resellers are those that sell 100% of systems integrated with call management and sell the solution before they sell the PBX.
The same benefits to customers apply no matter how the solution is deployed although for hosted telephony customers they also benefit from 24/7 access to call analytics from anywhere on any device. In addition the latest features are automatically made available, so there is no requirement for involvement from IT departments.
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