| Collaboration of trixbox Pro Unified Agent Edition and salesforce.com's AppExchange announced |
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| Thursday, 04 September 2008 | |
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Fonality's trixbox Pro, Unified Agent Edition (UAE) is immediately available for test drive and deployment from Fonality Australia. The collaboration of the two innovative systems provides a unique customer centric view of a company’s telephony interaction and contributes to the customer value creation. Fonality Australia director, Marc Englaro said that it used to take time and budget to create the kind of deep integration between a CRM and a phone system. “Fonality is creating a clear channel between the two systems and helping organisations get a complete picture of the interactions with a customer or prospect. “Fonality is the first company to provide automatic logging of phone calls into Salesforce.com. No longer do the sales and service representatives have to manually log calls into the CRM system. Now, all inbound and outbound calls are automatically matched with the corresponding record in salesforce.com, and call data is captured and logged,” said Mr Englaro. The UAE value cycle includes three stages: 1. Preparation: call centre and support agents are informed of open sales opportunities and any unresolved help-desk cases as they receive the call. They are therefore in a better position to help the customer achieve what they are trying to achieve, in the least stressful way. 2. Engagement: because the agent receiving the call is better informed about the client, they don't need to ask questions that have already been answered, and the agent sounds more knowledgeable, customer engagements are more effective leading to improved customer satisfaction and improved efficiency; 3. Review: complete and accurate data provides a high degree of visibility across the sales and support teams, providing visibility of agent performance, organisational responsiveness to customer enquiries, and which customers or types of customers require the most effort. The Fonality UAE value creation process is driven by the following features: Performance Management: 1. Automatic Call History provides a detailed history of who employees are calling and the duration of each call. 2. Integrated Call Recording allows any call to be recorded from the PBX system and attached to the corresponding record in Salesforce.com. 3. Lead Management Reporting provides reports on how many calls were required for conversion, lead activity, etc. 4. Agent Activity Reporting ranks agents based on activity and productivity. 5. Outbound Call Reporting shows which reports are busiest on the phone, how many calls have been made to leads and customers. Agent Productivity: 1. Click to Call allows any number is Salesforce.com to be automatically dialled with the click of a mouse. 2. Improved Screen Pops address the problem of multiple matching records. A screen is automatically launched for immediate note taking, and then can be attached to the proper record after the call. 3. Deal Size Alerts pop-up on a rep’s desktop and display the name, company and size of the opportunity before the phone starts ringing. 4. Account Ownership Routing automatically directs incoming calls go to the account owners Salesforce.com was recently announced the winner for their Midmarket Suite CRM by US CRM Magazine for its 2008 CRM Market Awards, a title held by Salesforce.com since 2005. They have also won the Marketing Automation category. Recipients were determined through an extensive three-month process and proprietary rating formula that involved industry analysts, financial and corporate information, product and functionality assessments, and scores reflecting customer satisfaction.
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