Customized Integrations

Adopting new technology can help businesses gain the capabilities they need to become more efficient and provide high-quality customer service. Converged Communication Services offers custom integration packages for companies looking to integrate leading communications and customer resource management (CRM) solutions into their current telecommunication infrastructures. By implementing the following tools, businesses can boost performance and enhance customer support services.

Salesforce is the leading customer database solution for firms focused on sales and marketing. Salesforce.com offers a range of flexible cloud-based products that increase productivity and transform interactions with customers. For instance, Sales Cloud allows users to view and track customer information in one place, using any device. Meanwhile, Service Cloud lets you provide personalized customer support across various channels, such as phone, email, and social media platforms.

Other Salesforce products include Community Cloud (online community software) and the Salesforece1 Platform, which gives businesses the ability to create cloud solutions and customer- and employee-facing apps, among other tools that encourage engagement and improve customer interactions. CCS can help your company connect the power of Salesforce solutions to your telephone system. Learn more about Salesforce integration.

As a Microsoft partner, CCS can assist businesses seeking to integrate Lync into their telecommunication systems. Lync 2013 - which Microsoft replaced in the first half of 2015 with Skype for Business - offers a range of valuable communications capabilities.

Users can stay connected from anywhere and at any time, since Lync allows for secure collaboration in any location with network connectivity. In addition, Lync offers a consistent user experience across various devices, including Windows PCs, Windows Phones, iOS, and Android smartphones. Other notable Lync capabilities include joining meetings with just one click, sharing meeting notes easily with the use of OneNote Share in Lync Meetings, and connecting with external partners, among other features. Learn more about Lync integration.

Introduced by Microsoft in the first half of 2015 as a replacement for Lync, Skype for Business combines the best features of Skype and Lync to provide users with an innovative new platform for unified communications. It offers the familiar Skype user experience, along with the security, compliance, and enterprise-grade control of Lync.

Skype for Business offers many benefits for businesses looking for advanced collaboration capabilities. Users can connect with colleagues from anywhere, as long as they have Internet access and mobile devices. Conversations stay synchronized across all devices, and Skype for Business integrates with Microsoft Office, allowing users to save meeting materials in OneNote and SharePoint. Learn more about Skype for Business and CCS integration packages for this solution.

Call center and contact center solutions offer numerous potential advantages for your business. For instance, companies that distribute department calls using standard groups can achieve more appropriate and effective call distribution within those groups through call center features. Avaya IP Office, for example, can distribute calls using standard methods such as rotary, linear, most idle agent, simultaneously with one call presented at a time, or simultaneously with multiple calls presented.

Additionally, call center real-time and historical reporting solutions can give your business a deeper understanding of the caller experience - knowledge that you can use to improve customer support and decrease abandon rates. Furthermore, for more advanced setups, contact center solutions can provide even more flexibility, on top of multimedia integration and skills-based routing. Learn more about call and contact center integration offerings from CCS.

By 2020, Gartner predicts customers will manage more than 80 percent of their relationship with the enterprise without interacting with other people. Therefore, it's important for businesses to consider IVR to meet customer demand for self-service options.

CCS IVR offerings will allow your business to boost productivity and effectiveness. It's not even necessary to replace or upgrade your current phone system in order to leverage a cloud IVR, hosted IVR, Avaya IVR, or private IVR solution. IVR can benefit all sorts of businesses, from debt collectors to telemarketing firms to restaurants. Learn more about our IVR offerings.

Online marketing analytics play a big part in successful marketing campaigns, providing insight into client retention, new prospects, return on investment, and more. However, in order to get the whole picture, businesses need phone analytics as well.

With phone analytics, companies can track all clients who come in through marketing campaigns. Gathering callers' information for future reference can also allow your employees to customize their approach to each customer. In addition, analytics give you the ability to generate call reports for marketing campaigns and track all campaigns from both an online and phone perspective. Learn more about phone/marketing analytics solutions from CCS.

For more information about CCS custom integrations, contact us today at 877-598-3999 or sales@convergedsystems.com.