Phone Integration

Telephone – The No.1 Communication Channel for Service and Support

Multichannel communication is essential for every modern Call Center and Helpdesk. It offers customers various options to connect with the business according to their preferences, time, and possibilities.

Despite this trend, the telephone has always been and remains the most preferred contact method by consumers for customer service and support. Live interaction and direct communication with a company representative build brand trust, give customers greater confidence when shopping, and allow faster resolution of their issues.

Here is the evidence, presented in numbers from global research sources:

• 76% of all customers prefer traditional phone contact to reach support staff. (CFI Group)
• Over the past three years, the popularity of phone support has increased from 54% to 59%. (VVC Live)
• Nearly 90% of businesses believe the phone will remain the preferred way to connect with them in the future. (CCW Digital)
• 43% of customer issues reported by phone are resolved on the first call. (The Northridge Group)
• 68% of consumers prefer to place high-value orders by phone. (Invoca)
• 42% of customers prefer to resolve their issues via phone contact with the business. (Zippia)

Phone Integration in InfoServ CRM

InfoServ CRM is a standalone software solution for Call Center and Helpdesk, offering a wide range of tools for fast, efficient, and high-quality customer service. Integrated telephony is one of its core and most significant features to improve contact center operations and enhance customer service quality.

The system includes a built-in phone server (Phone Server / Soft Phone) that handles telephony both directly from phone providers (A1, Yettel, Vivacom) and from an internal telephone exchange at the client’s site if such exists. Users make incoming and outgoing calls via headsets with microphones using the built-in InfoServ CRM Soft Phone or via IP phones.

Additional Advantages of Built-in Telephony in InfoServ CRM:

• Eliminates the need for expensive phone hardware

• Distributes incoming calls among agents

• Automatically documents call history with each customer in their profile

• Unifies processing of all communication channels in one system

• Provides monitoring and reporting of employee workload and performance

The advantages of integrated telephony don’t end here. InfoServ CRM offers numerous useful features for inbound, outbound, and mixed call centers, each providing specific benefits:

Benefits of Phone Integration Features in InfoServ CRM

Benefits for Customers from Integrated Telephony in InfoServ CRM