Implementing a new business phone system for a contact center operation can result in lower costs, increased efficiency, and improved customer relationships. Ever-changing technologies continue to bring better features and lower costs. When the time comes for your company to either install a new phone system or upgrade an existing one, a good understanding of available features of a basic business phone system for contact center operations will help the decision-making process.
The purpose of a business phone system for a contact center is to handle inbound and outbound calls for sales, customer service, and customer support. The features needed in a business phone system contact center environment vary based on the size of the company, its customer base, and whether the contact center is located on a company premise or is extended to allow remote workforce access.
Most businesses tend to use either inbound or outbound services most heavily, although some may use both. For example, a bank or other financial services company would tend to use inbound services to take applications or service customers. A telemarketing company would be mostly outbound call focused, to contact potential customers. A product sales company may use both heavily: inbound to service customers, and outbound to drive sales.
Contact centers can be built and run on a company premise, or they can be Internet-based using technologies such as a VoIP PBX, which allows remote employee access. Many businesses also outsource their entire contact center operations to professional contact center companies, which specialize in handling inbound and outbound calls for several simultaneous companies and their customers.
The features available on business phone systems are rich and varied. Some of the major features include:
A new phone system in a contact center environment can provide the tools to improve the customer experience, increase efficiency, and reduce costs. These tools continue to improve rapidly
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