COVER STORY
V16: One Small Step for 3CX, one
Giant Leap for Communications
3CX V16 enables companies
to help customers faster,
more e ectively and win
business.
In case you’re not already
aware, 3CX recently released
the latest version of their PBX.
Version 16 takes corporate
communications to a new
level by integrating innovative
call center and contact center
features – enabling companies to
be contacted from their website
– via chat and voice at no charge.
With v16, customers have
more ways to reach out, and
3CX ensures that those who
reach out are handled more
e ectively and e ciently with
new call center functions such
as skill based routing, web based
SLA monitoring and better
recording management. Know
who is calling and whether they
have called in the past with
better CRM integration.
Beyond call center and
contact center features, 3CX
has increased performance and
security, as well as improved
administration, chat, video
conferencing and O ce
365 integration. It’s the rst
communications system to run
on a Raspberry Pi.
Customer Communications
Features Like No Other
Customers want more and easier
ways to contact companies.
Just picking up the phone and
calling is not enough anymore.
Companies need to be accessible
from any device and medium;
whether that’s voice, text or
video.
With 3CX’s new Live Chat
& Talk plugin a customer can
visit the company’s website and
click to chat or click to talk to an
agent. It’s easy for the customer,
the call is free and the customer
enquiry can be handled more
e ectively.
V16 is unique in this
ability – not only in its live chat
integration but in its ability
to allow a chat to be elevated
to a voice call. Integrated live
chat not only wins customers,
it saves agents having to learn
and check separate systems as
well as eliminating additional
administration and monthly
recurring costs. 3CX Live Chat
& Talk comes as a WordPress
plugin for easy installation or
can be added to any website
via script. It’s set to be a game
changer in the PBX market.
C all Center Features Taken
to a New level
Today’s call center requirements
cannot be ignored. And with
the release of V16, 3CX is
introducing some major features
for better call management and
for a better customer experience
V16 will save call center agents
time and e ort with new queue
strategies, more reports as well as
a web-based switchboard.
• Skill-based routing distributes
calls based on agent skill.
• Retrieve customer details and
journal calls from Popular
CRM systems and databases.
• Monitor inbound call quality
and SLA with new pop-out
web-based switchboard.
• Manage agent performance
with advanced call reports.
• Call Recording Management
with advanced search, call
transcription and remote
archiving to Google Drive or
NAS
T eam Communications: Chat,
Web Softphone & Office 365
Integration
A complete communications
solution must also include
features that allow teams to
communicate internally as well
as with external parties.
• With 3CX’s web client, calls
can be made and received
from a browser, eliminating
the need for deskphones - just
use a headset.
• V16 brings seamless O ce
365 integration meaning that
contacts and status are synced
in real time.
20 | Comms Business Magazine | June 2019 www.commsbusiness.co.uk
/www.commsbusiness.co.uk