Managers' conversations in the call center office are easy taiwan phone number library to control and analyze: all call data is right in front of your eyes. However, over the past two years, many companies have transferred employees to a remote work format. How to maintain business process analytics and also reduce communication costs several times? We tell you using the example of one of our clients.
Client Features
The company that contacted us is a large medical center with a network of clinics in Moscow. Its call center receives hundreds of calls daily, and each of them needs to be responded to promptly: patients may need urgent help. After the start of the pandemic, the number of calls increased several times, and with them, the costs of telephony.
At the same time, sales managers switched to remote work, and it became much more difficult to control negotiations. In the office, telephone communication was carried out through our own PBX with configured data integration into the CRM. When managers worked from home, data on conversations was not saved in the database, and they had to be entered manually. Because of this, information about patients was lost and confused.
Our goal was to reduce the cost of telephone communications and restore full call analytics regardless of the location of call center managers.
Finding a solution and implementing it
The easiest way to reduce the cost of telephony and not tie it to the location of the office is to connect our Virtual PBX. It allows you to use all the capabilities of analytics and integration with any, including self-written CRM. At the same time, communication will be free for calls within the company and budget for negotiations with clients.
However, in this case, the customer had set up his own IP PBX, which he planned to use in the future, and there was a ready-made integration with CRM. We needed to supplement the existing system - as quickly as possible, painlessly for the business and with the ability to scale.
We offered to connect the Mobile SIP Trunk for the company's employees. This is a virtual communication channel that connects our platform and the client's equipment. Using the SIP trunk, you can connect mobile and virtual numbers, including multi-channel ones, to the existing PBX, while maintaining all the capabilities of analytics and integratio
