Tag Archive for 3cx

Yealink CP860 Conferencing Phone

We are delighted to announce the arrival of the new Yealink CP860 conferencing phone. This excellent new product from Yealink delivers outstanding audio quality together with a superb
audio pick up range of at least 3 metres. The CP860 also has the ability to hold a 5 way conference call  and with POE support there is only a network cable to connect.

Yealink CP860

 

Key Features for the CP860 include:
• Excellent full duplex audio quality
• Superb audio pick up range of at least 3 metres
• 5 way conference calling
• USB call recording
• Power over Ethernet
• Optional expansion microphones

Boost Your Quality of Customer Service with an IP-PBX

A company’s quality of customer service starts from within—that is, the best practices put forth by management and employees. As such, it’s crucial for businesses to communicate with ease and efficiency as any hint of employee frustration can directly correlate to the quality of service presented to customers. To that end, seamless customer service interactions can be compromised if your company’s phone system doesn’t support your business needs.

By upgrading your legacy phone system to an IP-PBX, you can sidestep customer service obstacles such as lengthy hold times or frustrated agents. Here are three functions businesses can integrate into an IP-PBX phone system in order to improve their customer service measures from within:

Call reporting

IP-PBX phone systems are managed from a computer-based interface. As such, features such as call-reporting—that are easily accessible from a drop down menu option—provide businesses with ease-of-use. Supervisors can leverage call reporting technology to manage customer service consistency by examining call queue statistics and specific extension statistics. In so doing, managers can pinpoint the representatives who need further training, as well as a call cost report for managing finances.

Customizable IVR

A poorly designed IVR system can frustrate customers considerably. But with an Internet-based telephone system, adjusting your company’s menu option to better serve your consumers is a straightforward task. Simply, select the IVR option from a drop down menu and manage the IVR from your computer screen. For instance, if customers complain about a lack of pertinent or misguiding menu options, IT managers can readjust the settings quickly and efficiently.

Additional phone lines

Handling a jam-packed call queue is stressful for employees, especially when customers are forced to remain on hold due to a lack of transfer options. These long wait times aren’t the fault of your employees, rather, the fault of your legacy phone system. With an IP-PBX system, companies can leverage Internet-based phone lines, which make communication scalability simple. Avoid putting customers on hold by adding phone lines. This will ease your employees stress and improve your inbound callers’ satisfaction.

Customer Service Quality: The Benefits of Call Recording

Today, the quality of contact centre services is at the crux of customer satisfaction. As such, it is of the utmost importance for this industry to leverage the revolutionary communications tools being launched by telecommunications providers. Even if your phone system includes a robust set of unified communications features, it’s important to also integrate customer service features —such as call recording—to better help supervisors efficiently audit and manage the quality of customer service.

Here are three ways that call recording will benefit customer service operations:

Training
Contact centre agents don’t become skilled and solution-oriented overnight. It takes learning from mistakes and by example to become a consummate customer service professional. Call recording allows managers to pinpoint the mistakes of new agents as well as replay examples of successful interactions for training purposes.

Assessing call quality
A consistent level of quality is paramount in the success of contact centre services. Agents should be able to handle customer inquiries with a uniform consistency. That is, your customer service is only as strong as its weakest link. Call recording paired with other CRM features, such as call reporting, can help supervisors analyse a team’s level of consistency by highlighting struggling agents.

Protecting agents
Call recording is wise for any business, not just the contact centre, as verbal agreements can be tricky to recall. Protect your business transactions by using call recording to save pertinent information, such as verbal agreements made over the phone. This way, if there are future questions regarding the transaction, the conversation can simply be replayed.

The Top Ways SIP Trunks Can Save Your Business Money

One of the most frustrating aspects of telephone service is that its costs can cut deeply into your profit margin, yet you can’t sacrifice quality to save money because reliable communication with clients and colleagues is vital.

But there is an answer. SIP trunks can help your business cut telephone costs without losing any of the quality or features your legacy telephony provides. What follows are a few keys ways SIP trunks save you money:

Reduce long distance charges: Using SIP trunks, which are essentially virtual phone lines, for business telephony lets you bypass the exorbitant rates that major carriers often charge. It even allows you to pay local rates for even international calls. This means substantial savings for businesses, especially those that operate in multiple markets and maintain geographically disparate offices.

Eliminate monthly charges: Again, working without a traditional service provider helps you cut costs. With SIP trunks you no longer have to fear the nightmare of opening a phone bill and being hit with unforeseen charges and fees; there are no arbitrary monthly fees with SIP trunking.

Merge voice and data: SIP trunks allow you to merge your data and voice networks, meaning you can pay for one service instead of two. All communications converge and are delivered through one pipe, which streamlines your infrastructure and reduces the amount of hardware you need to maintain.

Avoid unused capacity: With SIP trunks you purchase only the capacity you need, rather than bundles of phone lines, many of which go unused when call volume is not at its peak. With SIP trunks you pay only for what you use, as the infrastructure necessary to add capacity quickly is already in place.

Office 365 CRM Integration with 3CX v12.5 Offers Improved Customer Service

Improve the way you handle customer calls. Now with 3CX Phone System v12.5 and Office 365 integration, you can take advantage of accurate automatic activity reports that will allow customer service personnel to handle business effectively and efficiently. Also, with automatic call pop-ups no time is lost looking for the customers record.

Contact details automatically resolved for inbound calls

Office 364 & 3CX 12.5

Office 364 & 3CX 12.5

 

All the information you need, when you need it. When a call is received the contact record will automatically open in your browser. This record includes a detailed call history listing all calls with that contact along with date, time, and duration of the call.

New contacts are automatically created if not resolved

Never miss a contact! If an inbound call is received and a contact is not resolved, a new contact will be automatically created and call information will be saved.

Call information saved in Contact notes

As a detailed call log is saved for every contact, you are always kept informed and up to date about when your customers come in contact with you. You can also view if you missed a call from your customers and call them back thus enhancing their customer service experience with your company.

3CXPhone Expanded Presence – How to Use and Customise it

The 3CXPhone Expanded Presence screen provides you with extended information on the presence and status of your colleagues.  Know if a colleague is available to talk, or away from their desk. You can also view and manage active calls, and monitor call queues. This feature is only available for 3CXPhone for Windows.

Full article available here

3CX Phone Presence

3CX Phone Presence

3CX 12 – Service Pack 4 Strengthens 3CXPhone Clients

We are pleased to announce a new update for 3CX Phone System 12. Service Pack 4 is now available for download directly from the 3CX Phone System Management Console. Special focus was made on improvements to the 3CXPhone clients for Windows, iOS, MacOS and Android.

All clients now support the G722 High definition Audio codec. 3CX Chat was revamped adding numerous bug fixes especially in the area of group chat, new chat notifications and text editing.

3CXPhone for iOS now better supports iOS7, including its new theme, and can be automatically updated via the App Store. Fixes in PUSH notifications improve both the speed of delivery as well as reducing battery consumption by 25%! 3CXPhone for Android also benefits from improved PUSH notifications and therefore reduces battery consumption.

3CXPhone for MacOS now includes Hotkey support, Secure RTP, SiP using TCP as transport protocol and improvements in Presence information and call history sections.

3CXPhone for Windows now contains the Abandoned Queue calls Group Section inside the full screen presence window. Calls can be dragged and dropped to the respective queue. There are improvements to the missed and abandoned Queue calls sections. Layout and display settings are now being saved and you are able to navigate to other areas within the 3CXPhone App during a connected call.

New 3CX ideas app – Tell us your Feature requests

The popular 3CX Feature Requests app has moved! Previously this app was hosted on Facebook, but due to popular demand the app is now hosted on our own 3cx.com server. Now anybody can access it using either their Facebook or Twitter login.  Facebook is no longer a requirement. The 3CX Ideas app allows us to respond to and prioritize Product feedback. You can post feature requests and vote for feature requests. The best ideas will rise to the top and be considered for inclusion in 3CX Phone System.

Make sure your idea hasn’t already been submitted – search for it first! Duplicate ideas make it difficult to administer the system.

Do not post feature requests for old versions, only feature requests for current versions will be considered.

To access the Feature Requests page, go to www.3cx.com/ideas/

3CX Features in the Telegraph Business Club

The Telegraph newspaper has created a video on 3CX showing how businesses improve communications with 3CX Phone System while at the same time cutting down telecommunications costs. Wiltshire College and Drayton Manor share their stories, revealing how 3CX Phone System has exceeded their expectations.

Further expansion…

Chris WalkerWe are pleased to have taken on a new member of staff in Chris Walker. We convinced Chris to leave his job at Shropshire Council, where he worked for 12 years in transport and education departments.

Chris will be joining working from our Shrewsbury office as a first line support engineer working for Loud Mouth Phones and Start Technology.

We are expanding

We are pleased to announce the opening of our new office in Shrewsbury. This new base will be headed up by Director Ian Groves. The offices are located in The Rural Enterprise Centre, Battlefield Enterprise Park, Shrewsbury, Shropshire SY1 3FE. Please email Ian for further details – ian@loudmouthphones.co.uk

Ian will be operating from both the Shrewsbury and Bridgnorth offices and is contactable in the usual manner.

Exciting new partnership with the UK’s leading Asbestos Management Consultants

Loud Mouth Phones are pleased to announce an exciting new partnership with Lucion Environmental the UK’s leading Asbestos Management Consultants.

Shropshire based VoIP specialists Loud Mouth Phones were one of several companies to tender for the Lucion Environmental communications platform, but it was the expert advice and recommendations allied to the first class technical support that led to Lucion to selecting Loud Mouth Phones to supply of over 50 handsets over 6 different sites throughout the UK and Ireland.

We will keep you updated as the install progresses.

Hot Desk support with Yealink phones

A useful feature of 3CX Phone System 10 is hot desking. This means the ability to share one desk between several people who use the desk at different times, or work from various locations. Yealink phones are able to perform hot desking with 3CX Phone System.

For the full blog click here

New Version of 3CXPhone for Android Available with 3CX Tunnel (1.3.1)

We are pleased to announce a new release of 3CXPhone for Android, build 1.3.1, which includes the 3CX Tunnel. With the 3CX Tunnel feature, you can proxy all SIP and RTP traffic over a single port and bypass any restrictions that telecom providers implement to block VoIP calls. Often telecom providers will block common VoIP ports.

http://www.3cx.com/blog/releases/new-build-131-3cxphone-for-android/

Another Trixbox migration completed

We successfully moved a client from Trixbox to 3CX this week. They were having ongoing call quality and support issues with their system.

Being a very straightforward and small setup we moved them to 3CX during the middle of a working day with virtually no down time on their phones.

We never really promoted the added features of 3CX over Trixbox to the client before installing it, they were just happy to have a phone system that worked and one where their clients could hear them clearly.

One of the added bonuses of 3CX which they really like was the 3CX MyPhone which they have setup on all of their PC’s allowing them to easily see who is on the phone and allows them to setup conference calls (something they do a lot of) very easily. They also use the 3CX Outlook plugins to allow them to make calls with a single click from within Outlook.

Using Dial Plans, Caller ID and Ring Group will multiple companies

One of our existing 3CX customers has started several new companies and wanted to know if they needed new phone systems for each company. We explained that this could all be done at no extra cost to them and that we could change their 3CX installation to take on board the extra companies.

  • We setup separate SIP accounts on 3CX for each company so their  call bill each month was broken down by company.
  • We created a dial plan from each company. So for company A they prefixed outgoing calls with a 9. To dial out as company B they prefixed the outgoing calls with an 8 etc. This meant that when they made calls it would show the number for the correct company on the person they were callings phone.
  • We created Ring Groups for each company so their staff could see on their handset which company the incoming call was for and could answer the phone accordingly.

This was all setup and live within an hour of the customer calling. A demonstration of the advantages of VoIP when used with the power of 3CX.

 

New Order

We have just secured an order to replace another Trixbox which was not living up to expectations.

3CX Unites CRM and PBX to Deliver Superior Customer Service

3CX, international telecommunications developer of Windows-based PBX software, today announced the launch of its new CRM module, which allows complete integration of telephony functions within a CRM package. This functionality increases user productivity, enhances reporting for management and improves customer service levels. With 3CX CRM integration, you can:

  • Launch calls to contacts with a single click straight from the CRM application. No need to retype the phone number.
  • Inbound calls are automatically linked to a customer record based on their caller ID and the customer record is brought up automatically upon receiving a call. This saves time for customer service personnel and allows more professional handling of calls, creating a better impression for customers.
  • All calls are logged as call records in the CRM package. This allows sales personnel to easily keep track of calls made to a customer and to take notes of what needs to be actioned.
  • Call activity reports become much more accurate and therefore meaningful to management as all calls are automatically logged without the need for the user to manually create activity records.
  • Missed calls are logged and linked to the customer’s record so that customer service personnel can quickly call them back.

CRM integration for Microsoft Outlook is included as standard with the 3CX Phone System commercial license. The 3CX CRM Integration module has a 30-day trial. Once the trial has ended, you’ll need to enter a licence key to keep the integration active.

More Personal Certifications!

We are pleased to that James Guestford and Adam Wright have now gained their 3CX Phone System Certification! James Cox is due to take his next week.

 

3CXPhone 1.2.11 released

3CX have released the latest 3CXPhone for Android app release, build 1.2.11. This build adds support for Android versions 2.3, 3.0 and 3.1 as well as some new features. It also includes some fixes
to improve the stability and performance of the application.

 

 

 

This version was tested with the following Android phones:

  • HTC Wildfire S : Android 2.3.3
  • HTC Wildfire : Android 2.2
  • HTC Desire : Android 2.2
  • Samsung GT-I9100 : Android 2.3.3
  • Samsung GT-I9000 : Android 2.2
  • Sony Ericsson Xperia U20i : Android 2.1
  • Sony Ericsson Xperia X10i : Android 2.0
  • Motorola XOOM : Android 3.1
  • Motorola Milestone XT720 : Android 2.1.1
  • HTC EVO 4G : Android 2.3
  • Asus Transformer HC : Android 3.1