Apptivo’s Contact Center Solution – an Integrated Phone System

“It takes months to find a customer, seconds to lose one”, this quote by Vince Lombardi is an eye-opener to businesses on the importance of customer satisfaction. A higher success rate in lead conversion and customer retention are key factors for a long-running business. This can be achieved only when there is a balanced communication between the customers and the business.

As technology develops, the channels used for communication have undergone a number of changes. Companies now prefer setting up dedicated call centers to manage their customer base. IVRs, SMS, dashboards, and collaboration tools are some of the essential features looked upon by businesses before choosing a Call Center solution. Apptivo CRM software has taken the initiative to design a Contact Center application that offers all these comforts and many more options that are above the industry standards.

Detailed IVR Setup

The Contact Center application of Apptivo empowers businesses to determine their call flow. Customers get frustrated when they have to wait for a longer period or when their call is transferred through multiple agents. The Interactive Voice Response feature of Apptivo will certainly be a great asset for your business as it lets you pay attention to the smallest details that are normally skipped.

The IVR setup of Apptivo presents you with varied options. You can forward a call to a phone number, employee, team, or to a voicemail box. The Round Robin technique of Apptivo transfers the calls automatically to your agents depending on their idle time. The agent with the longest idle time is automatically picked by the Contact Center solution and the call is transferred. Apart from this, Apptivo also provides other features like Call Forwarding, Call Conferencing, Voicemails to bring your office setup online, and ensure the finest customer service.

Smart SMS Feature

Text messaging has become a common channel to convey the information or create a stable communication between individuals. While the conventional system of making phone calls is a great way to communicate, text messages give the receiver time to think and respond. It will not build up any pressure and text messages have been providing a proven higher response rate. The Messaging dashboard of Apptivo’s Contact Center application enables you to interact with your contacts from any device.

In addition to getting instant notifications, you also get to maintain your CRM database effortlessly. While receiving text messages from unknown numbers, you can create a contact in the CRM directly from the Messaging Dashboard. The Contact Center App will immediately recognize the contact when the phone number is already available in the Apptivo CRM database. When you are in other applications of Apptivo, you will be notified of incoming messages. The security access level feature restricts the accessibility of these text messages. Only those employees who have necessary permissions can view, initiate, or respond to the text messages.

Intuitive Collaboration Tools

An efficient call center is possible only when there is a suitable tool to absorb and analyze the calls. It is encouraged to audit the calls and text messages to improve the performance of your employees. A thorough analysis is made a reality with Apptivo’s advanced collaboration tools. These tools help to analyze your work queue live.

The Work Queue is developed after researching challenges faced by businesses while handling calls. The Work Queue of Apptivo lets you monitor the calls in real-time. You can automatically track the calls-in-queue, calls live, voicemails and calls queued in callbacks. With these options, Managers can effortlessly monitor the performance of the agents. The entire calling activity will be checked easily on a single click. Managers can keep track of the time taken by employees to answer the calls and take appropriate actions when a call is of high priority or left unattended.

Engaging Dashboards & Reports

The Contact Center application of Apptivo has a distinct Dashboards and Reports section. The dashboards help you to analyze your calls and text messages. Depending on the permission levels, the employees can view the performance of other employees. In addition, the Contact Center application also provides detailed information on your calls. Businesses can easily view the call trend based on hours and months. The Live Service dashboard offers statistics on the total service level. You can effortlessly view the average waiting time and the longest waiting time of the customers.

The Reporting system of Apptivo offers metrics on incoming and outgoing calls based on employees, teams, and span of time. The reports are completely insightful as they further segregate the calls based on the actions taken on the calls.

Integration with Nexmo

Now that you are familiar with some of the features available in Apptivo, the question that will be in your mind is, How does the Phone System and Texting Services work? Does Apptivo offer phone numbers? Apptivo doesn’t offer the phone numbers. Apptivo has integrated with one of the best service providers, Nexmo to enable you to set up your cloud contact center solution. Purchase your phone numbers from Nexmo and integrate it with your call center application to start making calls and sending text messages within Apptivo CRM software. There is no double billing for your calls and text messages. The billing will be carried out solely in Nexmo for your calls and SMSes. There are no hidden costs.

Summary

There are innumerable Call Center applications and Phone System offered in the market promising to offer the best features. While this is a good option, it is also essential to opt for the most suitable application for your business. Every business has its own requirement and the application that you choose for your business must go along with your requirements. Apptivo’s Contact Center Application enables you to alter the app such that it mirrors your business. “App Becomes You” when you choose Apptivo’s Contact Center application.