Increasing growth in enterprise sectors and demands for greater mobility have helped the unified communications markets grow rapidly over the past decade. And this trend looks to continue; forecasters have projected a continued 13 percent growth through 2023. More significant, however, is the shift among small and medium businesses to adopt unified communications.
While small organizations have been slower to integrate UC into their existing systems, they have recently begun to more fully link phones, video, and software programs under one system. In part, this move stems from the ways that unified communications systems have become increasingly dynamic and diverse. UC systems now range from simple video conferences and instant messaging to advanced collaboration programs, data analytics, and all-encompassing dashboards. Unified communications offer a host of different attributes that can work for small and large enterprises alike; they can increase data security, encourage collaboration, offer greater mobility, and let agents carry out their customer interactions more efficiency.
Over the past ten years, phone system solutions have expanded to provide more comprehensive unified communication platforms. This allows customers to access public branch exchange (PBX) and voice over internet protocol (VoIP) phone systems, video, integrated messaging, and computer telephony integration (CTI)—programs that allow businesses to thoroughly integrate phones and CRM platforms.
Avaya has been a long-standing phone and UC communications systems provider that specializes in IP telephony, wireless data, and other business communication and call center solutions. Avaya has been offering business phone systems for more than fifteen years, and the provider has systematically expanded its communication offerings to include video, data, integrated messaging, and CTI. In addition to infrastructure, Avaya offers customer relations software, including call center programs that integrate web services and contact center technologies.
How can Avaya help business communications?
Avaya continues to provide a variety of phones for office and mobile use, including IP phones, digital desk phones, and wireless handsets. The Avaya IP Office system offers extensive configuration options, which are standard on all its phones. In its review, PC Magazine notes that Avaya phones are highly scalable. This makes perfect sense to companies that need growth potential from their phone system. Likewise, Top Ten Reviews cites Avaya phone systems’ high degree of customization, possible scalability, and high levels of service as key factors in Avaya’s high ratings and popularity.
Perhaps more importantly, Avaya has grown its broader, more complete unified communications system, which can integrate either through its own Avaya CRM software or other CRMs. Avaya CTI integration can augment phone systems and integrate phones with a host of CRMs to provide a seamless customer, client, and collaborative interaction.
Avaya Aura Call Center CRM lets users connect their phone systems to their client files and contact databases. Agents can manage their contacts via email, chat, IM, and social media, as well as voice and video, on the same dashboard. Users can also interact with multiple modes of communication simultaneously; for example, agents can interact via pop-up chat while using voice or email. Moreover, Avaya CRM integration lets users customize their dashboard so that they can visualize customer contact flows to best fit their needs. Aura provides caller ID and call routing, which automatically match customers, potential clients, and contacts with the most appropriate representative. Users will have immediate access to contact data and pertinent information, including client history, recent interactions, and other important client details.
The CRM can create the same framework across different departments and teams and integrate particular features according to businesses’ needs. For example, Aura can automatically schedule callbacks or route tasks to different personnel to help users provide more efficient and dedicated customer service. Furthermore, Aura allows agents, users, and managers to collect and analyze call data to monitor performance and offer instantaneous assistance. With Aura, managers can oversee agent assignments, view performance reports, and manage contact flows. Users have access to real-time performance information, which can help supervisors respond quickly to important customer service issues.
Another aspect of Avaya CRM software, Avaya’s IP Office platform, lets users connect with clients on voice, video, or text from on-site or mobile locations. IP Office offers HD video on the road, while it routes all calls through the office to maintain data privacy. Moreover, it can be connected to available wi-fi, and through any laptop or mobile device. Avaya IP Office offers virtual conference from anywhere while still allowing users access to data, directories, and IM functions.
Avaya CTI integration can bridge the gap between telephone systems and business applications, creating a unified system in which phone and CRM work with the same interface. Broadly, Avaya integration offers dynamic features that work with its own CRM or others. It functions with a multiple other CRMs, including Google for Work, Salesforce CRM, Oracle CRM, Netsuite CRM+, Hubspot, and Zendesk, as well as many other programs. In fact, the CTI has specific features that work natively with other software, such as its click-to-call capabilities from Google for Work, Salesforce.com, and Microsoft Office 365.
With Avaya integration, companies can:
- Identify callers and automatically route them: Automatic call routing lets customers reach key personnel more easily. With automatic routing, the system can recognize clients and send them to previous contacts, or allow a client to use self-service functions if appropriate. In addition, caller ID gives users instant access to client information. Instead of searching a database, users will have instant access to a client’s portfolio, even if those agents are communicating off site.
- Use click-to-call and other integrated technology: Avaya CTI offers key features that streamline the call center process and make customer service more efficient and reliable. Agents can manage all call aspects from a dashboard, including dialing, call holding, call retrieving, connection and disconnection, call transfer, reporting, etc. Furthermore, users can log calls and have key information, such as duration, agents, and leads be automatically recorded.
- Analyze data in real-time: Phone system data can be transferred and analyzed in real time, enabling agents, managers, and other users the ability to respond to changing factors. All data can be stored in the cloud. In this way, users have easy access to data whenever they need it, and call analytics allow businesses’ to see currents and trends in their communications activities.
Avaya CTI integration can augment a specific CRM’s unique or most popular feature. When connected to Netsuite CRM, for example, Avaya CTI works with Salesforce’s automation and customer data management providing a high degree of mobile functionality, which creates more knowledgeable and efficient sales teams. With Oracle CRM, Avaya integrates with its power analytics and integrated communication features. With high mobility and availability on multiple screens, Avaya integration helps the CRM improve collaboration with different offices across the country or the world.
While sales and service teams have used call centers and VoIP phone systems for years, growing businesses are now using unified communications systems to improve customer service and set themselves apart from their competition. In both SMEs and large enterprises, unified communications have become a crucial element that makes customer communications more reliable, efficient, and generative. With unified communications, companies can more easily direct customers to a suitable agent and let customers combine phone systems with the internet for reliable self-services. Avaya, a leader in phone systems, has also become a significant player in developing and expanding UC features for businesses of all sizes. With Avaya CRM, call centers can link calls to client profiles, gather important client information, and monitor agent-client interactions to improve customer service. By connecting Avaya to other CRMs, businesses can take the CRM that works best for their size and industry, and let Avaya CTI create a unified system that seamlessly joins customer management software to the phone system, increasing mobility and simplicity for all types of businesses.
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