Integrated connectivity: Bringing staff and customers closer

Integrated connectivity: Bringing staff and customers closer


Customer relationship is paramount in today’s business environment, however, it is a common complaint that technology has made direct customer contact impersonal: customers often face the frustration of general phone numbers or email addresses, rather than being able to speak to a ‘real’ person.

This is a fallacy. In fact, the modern enterprise connectivity systems adopted by businesses of all sizes across India make it possible for customers to quickly and easily reach relevant staff members, regardless of where they might be located.

An integrated connectivity solution can offer a range of channels for customer engagement including voice, SMS, instant chat and multi-media file exchange facilities. Offering this level of service means customers, and indeed partners, can deal directly with the relevant employee using their preferred channel. Access to real-time enterprise data in turn greatly enhances the employee’s ability to deal effectively with the query and can result in swifter resolution of issues.

Another key feature of today’s systems is state-of-the-art security. This can be configured to limit or provide specific company assets in the core network depending on each person’s permissions and credentials, which supports closer engagement by allowing customers or external stakeholders access to specific parts of the system.

For traditional communication, an EPABX, also known as a PBX, is still commonly used. These systems are simply electronic switchboards that offer the same call facilities as traditional versions but include a range of improvements to mobilise businesses and customer service provision. Features such as dynamic call transfer and conference calling, the ability to record calls, mobile connectivity and even the exchange of large files and video content are all part of the modern PBX.

Adoption of the raft of features available with today’s enterprise connectivity systems can make a strong impact on how companies are perceived and interact with their stakeholders and customers – creating the confidence needed for a valued and productive relationship.


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