How Cisco IP Phones can power your contact center

How Cisco IP Phones can power your contact center

Matt Goldman
How Cisco IP Phones can power your contact center

There was a time when the mention of a call center would conjure up images of noisy rooms with employees wearing bulky headphones, struggling to communicate with angry customers. The switch to Internet Protocol (IP) telephones, however, has not only enabled companies to automate mundane, repetitive processes, it has also transformed contact centers by freeing up agents to focus on building lasting customer relationships. As both pioneer and market leader, Cisco business products and Cisco services have ushered in a new era in telecommunications technology.

While digital phones are a definite improvement when compared to analog, switching to Cisco IP phones comes with a whole host of benefits. Cisco’s secure networks provide superior call quality without increasing costs substantially. Here’s a look at how Cisco phones can truly empower call centers.

Enhanced Mobility

The most obvious advantage that Cisco IP phones have over other setups is mobility. With internet-enabled phones, contact center employees can easily access data and networks from anywhere with just an internet connection. This helps them collaborate more effectively by sharing information. Cisco services, such as the Unified Call Connector, easily integrate with CRM software such as Salesforce.com, Microsoft CRM, and Microsoft Office.

Multiple Communication Channels

Cisco IP phones enable companies to centralize all their communication channels. With the Unified Communications Manager Express in Cisco IP phones, companies can converge multiple communication channels including phone, fax, email, and chat options. The phone is also capable of handling several different types of conference calls, based on its configurations. The Cisco Unified Video Advantage, on the other hand, turns voice calls into video calls. These features, when added to customer contact center technology, offer more ways for customer executives to be in touch with the consumers.

Automating Support Processes

The Cisco Unity Express can hold up to 16 voicemail or automated calls at any given time, send notifications about messages via phone, text message, or e-mail, and includes options for interactive voice response (IVR). With Cisco IP phones, you can also have better call handling and call management options. Calls can be directed easily to the appropriate agent, thereby saving time.

Improve in-house collaboration

Cisco products address issues in establishing a coherent in-house communication system. For example, the Cisco Unified MeetingPlace Express and WebEx allows quick and efficient organization of interactive meetings and presentations.

Adding advanced small office phones and communication systems to your IP network gives your business the tools necessary to conduct phone, video, and web conferencing through a single, easy-to-use interface. Features including paging, intercom, voicemail, automated attendant and ‘presence’ technology encourage more efficient internal collaboration.

Cut costs with Cisco products

IP phone systems from Cisco can also help reduce your expenses on phone charges and operational costs. Instead of paying separately for phone and Internet access, you can choose a single IP services provider for both. The combined voice and data network simplifies installation and helps companies economize on ongoing telecommunications and internet expenses.

Instead of spending money to maintain separate intercom and bell systems, your business can also use the built-in speakers of your Cisco Unified IP phones with the help of the InformaCast software. This integration can help lower annual telecommunication maintenance cost drastically. Add unified messaging to the mix to help better message management, and voice and web conferencing services to enhance productivity and save on travel costs.

Solutions for Every Business Size

Whether you’re a company of 5 or 500, Cisco services and solutions ensure better customer engagement. With only a small business phone system from Cisco, you can place data, voice, and video together on your own secure network, thus creating big savings and better productivity. While it might seem like switching to IP phones is expensive, Cisco Phones are still a prudent investment in the long term, providing very good returns.

Cisco has different IP phone options to match varied needs. The Cisco 8800 series combines cost-effective HD video calling with other standard features of VoIP phones. These phones can be deployed on-premises or on the cloud. The 7800 series is a full-featured VoIP phone optimized to handle conference calls. This is ideal for a small to medium sized contact center. The 6900 series is meant for smaller set-ups such as lobbies and elevators. These phones consume less power and come with both wall-mount and desk-mount options.

Cisco IP phones help improve contact center efficiency with very little additional costs. These phones can be integrated with CRM systems to help streamline customer data and cut down on call times. With superior call quality and enhanced mobility, these phones enable employees to work remotely. With a unified channel for communication and collaboration, Cisco IP phones are a powerful productivity tool for modern customer contact centers.

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Matt Goldman

Matt Goldman

Matt Goldman is a Content Marketer/Social Media Strategist for Tenfold. His writing has focused on social selling, marketing, as well as gamification.