The term ‘integrated calling’ creates confusion and doubts even for telecom experts and professionals. Some providers already offer phone call services together with integrated features, e.g., SMS or text messaging. These can be called ‘integrated’ even though they don’t fully correspond to what is stated by the industry term. In general, integrated calling is an analog for computer telephony integration. In simple words, integrated calling combines classic voice-based telephone technology with computer-based systems, providing users access to an improved set of control and adjustment tools.
The Term Integrated Calling
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The concept ‘integrated calling’ denotes several different types of routing and call management systems. Simple systems utilize computer technology to forward inbound calls to the correct recipients. More complex tools enable call center employees to use advanced features that can add notes and other info to each call.
Integrated calling systems can be used for many purposes, e.g., improving the quality of service, preserving verbal contracts with clients, and enhancing the client account. They can also be customized in many different configurations. The customization features are very favorable to large companies that work with a high volume of inbound and outbound calls on a daily basis.
Integrated Calling Use Cases
Integrated calling systems can be applied in different business scenarios, including:
- Call centers with a large volume of customers: integrated calling can enhance the service standards in big companies that handle a large volume of calls.
- Outsourced call centers – companies that outsource their call centers will face better control and easier access to communications data when using integrated calling.
- CTI/ CRM – sales and CRM departments will improve their operation with easy access to a large set of IT and management tools.
The Benefits of Integrated Calling
Well-created, customized systems offer the companies many benefits. Key advantages of integrated calling include:
- Increased efficiency and customer convenience, and better service
- Easy migration, as Integrated calling systems are aimed to utilize the existing hardware and technology standards.
- Lastly, they also unify the communications tasks across multiple sectors and business departments, which leads to significant cost reduction.
Integrated calling systems can also be used for sales purposes – together with the CRM technologies, they will improve the quality of leads and will bring more conversions. However, to maximize their benefits, companies should carefully construct and connect their systems. Thus, it’s advisable to engage experienced engineers for this purpose.
How to implement Integrated Calling?
Regardless of the system’s original purpose, the starting point should be a detailed diagram of the communications flow within the company. On this diagram – both incoming and outgoing traffic should be displayed. In addition, proper attention should be paid to the way in which information is exchanged during the communications flow. This procedure will provide insights that can later be used to choose the proper system for the company’s specific needs.
For almost 4 decades, IDT Corporation has pioneered technologies and services that enable people and businesses worldwide to communicate and collaborate more efficiently and affordably. Feel free to contact us for a quick demo on how to implement integrated calling solutions within your company.