The Japanese multinational IT services and products provider, Nippon Electric Company (NEC), understands the role communications play in building and maintaining of business relationships. The efficacy of communication with customers, resellers, suppliers or partners can determine the success or failure of a business. In the digital age, it is important for companies to keep all channels of communication open so that customers can reach them at their convenience. Even in an age where email and social media platforms are gaining prominence, support centers continue to be the backbone of a company’s customer service infrastructure.
While internet protocol telephones have transformed the traditional contact center set-up, NEC phone systems have been at the forefront of helping business transition into the digital age. To that end, NEC phones provide direct and streamlined services that include easy-to-use applications tailored to meet the demands of almost any enterprise, whether it is a small to medium-sized business or a large multinational corporation.
NEC offers a wide range of phones and applications that can help a company’s contact center ramp up its productivity and efficiency. Its series of desktop phones, softphones, and in-building wireless systems help employees to quickly and reliably access tools and customer information anywhere, anytime. Integrating the phone system and contact center functionalities with pre-existing Customer Relationship Management (CRM) software can help companies benefit from a range of functionalities such as unified messaging, enhanced mobility, improved business productivity while also simultaneously enhancing customer satisfaction. Here are some of the ways in which a company can benefit by integrating their NEC CTI system with their CRM software:
Hassle-free integration: One of the most serious issues that companies run into when trying to integrate their CTI with CRM systems is that not all CTIs are designed to be easily compatible. The NEC CTI system, however, ensures easy integration with leading CRM software such as Microsoft Dynamics, SalesforceIQ, and even Ebix’s CRM solution—SmartOffice. NEC CTI is highly modular and can be easily configured to meet the requirements of any contact center CRM. The initial costs of integration are outweighed by the benefits of such an amalgamated system.
Automate processes: Repeated manual entry of data is cumbersome, inefficient and might result in wrong information being saved. With NEC CTI–CRM integration, companies can automate repetitive processes such as data entry and call logging. This also drastically reduces the scope for error. Each call that is made or received on the CTI system gets automatically logged into the company’s CRM system. This information can be retrieved whenever necessary. Each call record will also include additional information such as call duration, who made the call, which contacts are related and any user-entered call notes. Furthermore, automating repetitive processes and maintaining workforce statistics benefits the organization in terms of recognizing and appreciating employees, thereby boosting morale and augmenting business productivity.
Make more calls: With NEC CTI–CRM integration, users can pull up contact details from the CRM and place calls. The click-to-dial feature allows users to connect with any customer at the click of a button. This process frees up employees to make more calls and pursue more leads. When making the call, the system also shows users previous call history, enabling them to be in control when addressing customers.
Streamlined data management: In cases where the customer information is not already stored in the database, users can easily add this information. While on a call, agents can make a note of important points from the conversation, and these notes are saved along with the customer information. Agents can also add notes from offline conversations and save it in the database. A centrally maintained database makes it easier to track and share information within the organization. Additionally, it has a unified messaging solution that allows agents to access any customer’s voice and fax messages from within the organization’s email application and it automatically synchronizes that information with the CRM’s notes calendar.
Identify the callers: Now that caller information is automatically logged and synced with the CRM software, users will no longer have to begin a conversation with awkward questions every time a customer calls. Instead, with easy access to caller details and information about the last call, users can continue from where they left off the last time. Access to information will help users establish and maintain good customer relationships and drive a more personalized experience for customers.
Improved follow-ups: To ensure healthy sales, it is essential that each lead is managed well. It is equally important for companies to manage their pipeline and make sure there is no backlog. Having generated good quality leads, the next step to closing any deal is ensuring that the team maintains communication with the prospect. For this, it is important for the entire team to keep abreast of all important customer information. With an integrated CTI–CRM system, internal collaboration becomes far more simplified, thus improving follow-ups with the customer. Users can also add tasks on the CRM; a ‘follow up next week’ input will create a new task in the CRM system that will send users timely and automated reminders. With these handy tools, companies can ensure that no lead slips through the cracks.
Use analytics to drive business: With an automated system, users can make optimal use of technology to drive contact center productivity. All call activity can be automatically synced with the CRM system which ensures that data can be easily shared across all teams. This enables the generation of high value and customized reports with actionable insights, which in turn can help companies make more informed decisions in real-time, drive engaging customer experience, and boost ROI. Leveraging business intelligence via automated reports gives companies important insights to help identify and improve various touchpoints in customer engagement. Also, the recording and evaluation of calls may be required for legal, compliance, quality analysis, or coaching and training purposes. All of this becomes easier with an integrated system. Such a system also simplifies the resolution of customer disputes.
Maximize workforce integration: Companies can maximize resource utilization by pulling contact center data directly into the Workforce Management tool to generate and improve their staffing statistics. This can be achieved with support from a variety of interfaces such as Aspect, Symon, TotalView, and Workforce Management. Customer data management integrated with Workforce Management also enables an organization to offer and maintain better customer relationships.
Enjoy increased mobility: By integrating easily with any CRM software, NEC CTI provides enhanced mobility. Users can access all customer information and place calls from any system that is connected to the internet. With all relevant customer details, including call logs and call notes stored in the same location, any team member with the appropriate permissions can access relevant information easily.
Improved customer satisfaction: With the help of customer information and skills-based routing, callers can be directed to the agents who are best able to help them. The integrated NEC CTI–CRM system helps contact centers to intelligently manage all customer interactions from a multitude of different channels types in a single solution. It enables centralized handling of web chat, fax, web call back, email and activity queuing. Additionally, with adjustable contact center operational parameters, it allows users to make changes in real-time. Companies can also to lower abandonment rates with customized announcements and increase their attention to customer needs by having fewer calls in the queue.
Creating a meaningful customer experience is imperative to the success of a contact center. A comprehensive integration of the NEC CTI functionalities with pre-existing CRM software enhances a company’s customer service quality while lowering call abandonment rates. An integrated system lowers the load placed on contact center agents by automating repetitive processes such as call logging. By providing information on the caller, it empowers users to manage their conversations well and focus on solving customer problems. With the CTI system integrated with the CRM, it is easier to prioritize the handling of high-value customers with better information management. An integrated system also enhances response efficiency and reduces call times. It minimizes operational costs, increases employee productivity, all while enabling the management of different customer contact points in a single, comprehensive solution.
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