If you're running Microsoft Teams and a phone system (PBX) from the likes of Cisco, Avaya, 3CX and others, and want to improve internal efficiency by learning how much the two can integrate, this blog is for you.
It's only just over 2 months since 3CX released it's latest major version release, v16.0, which included their excellent new chat-to-voice feature, and already there's improvements!
Two of the world's leading telephone system and headset providers are teaming up to create a better overall experience for contact centres.
Avaya and Plantronics are teaming up to provide simplified communications in contact centre and unified communications environments.
Their first initiative will focus on focuses on ensuring compatibility and integration between selected Plantronics headsets and Avaya's Chrome-based contact-centre apps, including Avaya Agent for Chrome and Customer Engagement OnAvaya – Google Cloud Platform. The combination provides voice and non-voice interactions with customers, including chat, email and SMS.
"The No. 1 requirement our customers look for is simplicity and ease of use," said Mark Monday,Avaya ’s vice president and general manager of team engagement solutions. "Increasingly, our customers come to us asking how Plantronics and Avaya can collaborate to create a better engagement experience. Through this partnership, Avaya and Plantronics are integrating multi-channel collaboration capabilities with business processes and applications for an effortless engagement experience for our customers."
According to a recent survey by the International Customer Management Institute (ICMI), 71 percent of contact center leaders believe that difficulties with systems and inefficiency of tools are top contributors to call-center agents' workday stress. The report also noted that being equipped with the necessary resources to do their jobs more effectively and efficiently had the greatest positive impact on performance.
Source: Channel Partners Online
A blog by <a title="Alex Hodgson Google+" href="https://plus.google.com/u/0/115155314534220768050/posts? rel=author" target="_blank">Alex Hodgson</a>.
"I'm calling from ****** on behalf of BT about the the changes to the phone lines in your area"
I've just got off the phone to a customer asking us why we hadn't told them about the changes that were coming up to their phone lines in their area.
We hadn't told them because there weren't any. In fact there are very rarely upgrades to BTs landlines since they've been operating pretty reliably for the past 80 years or so!
This was a clear sales pitch which succeeded in getting an appointment with our client by catching her off guard and appearing to speak with authority "on behalf of BT". We don't know whether this company was acting officially for BT or not, but we suspect not given that BT are cold calling businesses quite heavily with their own phone team at the moment anyway!
We're not saying ignore all calls like this - BT Openreach do have a published plan of exchange upgrades relating to their fibre broadband roll out, for instance - just be wary of companies claiming to be calling "on behalf of BT".
Take as many notes as you can on the call, and then either call BT Openreach directly to ask them if there are any planned works, or call a local telecoms company you do trust and speak to them, which is exactly what our client did!
In case you've had similar callers, this case happened on 27/06/2014 and was in the Doncaster area. I can't name the company in question as our client wasn't certain of the name, and I wouldn't want to accuse the wrong people!
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