Salesforce.com Integration
with PBXtra Unified Agent Edition
If CRM is all about Customer Relationship Management, but your phone system is where the “relating” actually occurs, how can your call center operate efficiently if these two systems don’t communicate? The short answer is: it can’t!
Have you ever wondered…
- How long it takes you to call a lead back?
- Who are your best agents? Worst?
- Who your agents are really calling?
- Which leads were not called within the last 30 days?
- How to salvage revenue from neglected opportunities?
- How to see the value ($) of a call before answering?
- If you could store call recordings in CRM records?
- How to route incoming phone calls automatically to their CRM owner?
- Set up "VIP" customers for special treatment?
If you’ve answered yes to any of the questions above, you’ve been wondering the same things we have: isn’t there more to a complete call center and CRM solution than screen pops and click-to-call?
Introducing PBXtra Unified Agent Edition
PBXtra Unified Agent Edition (UAE) literally unifies the agents in your Salesforce.com CRM system with the agents in your Fonality Call Center solution to improve the effectiveness of your sales or service organization. The world’s first “plug and play” call center solution, UAE dramatically increases agent productivity while, for the first time ever, empowering managers with a 360 degree view of call center operations.
Productivity Features
PBXtra Unified Agent Edition (UAE) features such as Deal-Size ($) Alert, Improved Screen Pops, Click to Call, Account Owner Routing, Automatic Call History, and Integrated Call Recordings increase agent productivity so they spend less time in Salesforce and more time doing their jobs.
Accountability Features
Do you know who your employees are calling? Do you know how many times they have called your customers or for how long they spoke? Shouldn’t you? Well, now you can. All calls to your CRM customers will be automatically attached to the individual contact or opportunity inside your CRM.
Because call logging is automated, managers have clear visibility into their agents’ activities. Managers can view an agent’s call history with contacts, call back times, and recordings to determine and compare individual agent effectiveness. With this integrated call and opportunity data, the reporting possibilities are endless.
Management & Reporting Features
Unified Agent Edition’s call reporting feature adds new call reports to your CRM system that provide you detailed and consolidated call records for your agents. Find out total calls made to leads or customers and see which agents are the most active. The Lead Management Reporting tells you exactly how many minutes it took an agent to call a leads back once, twice, or three times, offset for business or weekend hours. Finaly it’s easy to see average call-back times, average days to conversions, average calls to conversion, and more by agent, team, or account.
Improve Customer Service
With PBXtra Unified Agent Edition, agents have customer information at their fingertips before a call is answered, enabling greater efficiency and improved customer satisfaction. And, as a manager, automated activity logging and advanced reporting options give you even greater visibility into your service organization allowing you to make intelligent business decisions to continually improve quality of service.
