Boost your company’s sales by providing superior customer service, increase staff productivity and reduce call costs with 3CX Phone System Pro! 3CX Phone System Pro adds advanced call center features, Exchange/LDAP integration, Salesforce & Dynamics CRM support, cross office presence and better reporting to the standard edition of 3CX Phone System:
Know Who’s Calling with Microsoft Exchange / LDAP Integration
Integrate 3CX Phone System Pro with your Microsoft Exchange 2013 phone book to instantly see who’s calling you. 3CX Phone System Pro will match an incoming caller ID to a contact in Exchange Server allowing agents to see the customers name rather than a number, saving them time as they don’t need to identify who the customer is and reducing customer frustration as they no longer need to explain who they are. This integration saves businesses a tremendous amount of time since there is only one database to manage and any changes made to a contact on the Exchange side are automatically reflected within the 3CX Phonebook.
MS Outlook, MS Office 365, Salesforce, MS Dynamics CRM, Sage ACT!, SugarCRM & Google CRM Integration
3CX Phone System PRO includes Microsoft Outlook, Microsoft Office 365, Salesforce, Microsoft Dynamics, Sage ACT!, SugarCRM and Google Contacts support. CRM integration allows for easy one click dialling of customer contacts and automatically resolves incoming calls to a customer record. All calls are logged / journalled in the CRM system to allow for extensive reporting on calls received and made by agents and staff.
Call Center Features
Never miss that all important call by efficiently handling all inbound calls with 3CX Phone System Pro advanced Call Center features:
- Allow your customers to hang up and keep their position in the queue – they are automatically called back when its their turn.
- Monitor the status of queues by seeing how many callers are in the queue.
- Log staff in and out of queues.
- Review the time your staff logged in and out of queues.
- Easily see the number of answered and unanswered calls.
- Review the average and longest waiting time your customers we’re in a queue.
- Additional queue strategies: Round Robin, Longest Waiting, Least Talk Time, Fewest Answered, Hunt by Threes – Random, Hunt by Threes – Prioritised
- Get instantly notified when callers have been in a queue beyond the set SLA time.
- Meet your customer service requirements by viewing all call events.
- Screen calls by listening in without your employee or customer knowing about it with the Listen In feature.
- Relate important information to your employee whilst they’re in a call with a customer with the Listen In & Whisper feature.
- Assist both your employee and customer by joining a call with the Barge In feature.
Cross-Office Presence to Increase Productivity
3CX Phone System Pro spans its Unified Communications features across offices by allowing users to see the presence of their colleagues in other offices using the 3CXPhone for Windows, Android and iPhone clients. Seeing the presence of colleagues in other offices boosts productivity as employees can communicate amongst themselves more effectively. In a couple of mouse clicks, employees can make a call, start a conference, instant message, leave a voicemail and transfer a call to colleagues in other offices.
3CX Phone System Pro provides more powerful reporting features, giving management access to detailed information to improve staff productivity and customer service. These reports deliver key information on:
- Queue, Agent & Team Statistics
- Call Distribution
- Abandoned Calls
- Answered Calls by Waiting Time
- SLA Statistics
- Callback Statistics