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Advancing the Customer Experience
with a Modern Contact Centre Solution
Providing excellent
customer service goes
beyond politeness and
pleasantries. For most
customers, accessibility is
the number one component
of an exceptional customer
experience. An omnichannel
contact centre solution
integrates all channels of
communication onto one
platform, and allows agents
and customers to easily switch
from one method to another.
Customers and website visitors
can choose how they want
to communicate, whether by
email, chat or phone. 3CX
combines all of this on one
platform that’s simple to use
and easy to manage, and
o ers omnichannel contact
centre features for more
e ective customer relations
and maximum employee
productivity.
Let’s Chat
Website live chat is arguably
the most recent feature addition
to modern contact centre
solutions, as well as increasingly
popular amongst consumers
who prefer its convenience.
3CX includes the Live Chat
& Talk plugin for websites,
which allows website visitors
and customers to easily contact
customer service agents directly
from a business’ website for
free. Chats and calls appear
in the web client alongside
all other contact centre
functionality, making for a
seamless experience for both
the agent and customer. What’s
more, the live chat feature can
also be used to reach out to
website visitors (i.e. potential
customers), to help them nd
what they’re looking for and
answer any questions, enabling
agents to turn more visitors into
conversions.
Continued Development
Thanks to Call Reports
Advanced contact centre
reporting and monitoring
allows management to
proactively evaluate and
re ne strategies for ongoing
development of agents’
performance. Detailed reports
on wait times, abandoned
calls and callbacks can single
out weaknesses, improve
e ciency where needed, and
help to devise advanced queue
strategies. Additional features
such as ‘Listen in’, ‘Whisper’,
and ‘Barge in’ allow senior
members of sta to monitor
agents’ performance for training
purposes and to take over in
the case of any hiccups. What’s
more, with the Wallboard
feature, agents can view
performance statistics in realtime
for motivation to hit daily
targets.
Simple CRM Integration for
Consistent Communication
To be a fully uni ed call centre
solution, integration with 3rd
party apps and software is
essential. 3CX o ers server-side
3CX offers
server-side
CRM integration
with Zendesk,
Salesforce,
Freshdesk,
Office 365
CRM integration with a wide
range of applications including
Zendesk, Salesforce, Freshdesk,
O ce 365 and more. You can
even develop custom templates
for any REST-based CRM
system. Agents can easily
launch calls via 3CX from
the CRM app or browser,
automatically log calls and
create journal entries, and open
up customer history as soon as
the phone rings.
www.commsbusiness.co.uk November 2019 | Comms Business Magazine | 29
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/www.commsbusiness.co.uk