For small to medium-sized businesses, customization is crucial when developing a telecommunication solution. An on-premise VoIP solution is a popular choice as it allows businesses to create scalable systems tailored to their needs.
One of the standout functionalities of a VoIP system is its call center features, enabling organizations to implement localized call centers that better serve their customer base. Grandstream Networks’ UCM series IP PBX, including the UCM6300 series IP PBX, offers built-in call center features that help businesses manage their call centers efficiently and effectively. Grandstream Support ensures businesses get the necessary assistance to optimize their communication systems.
In this blog, we’ll explore the key call center features of Grandstream’s UCM IP PBX for Call Centers and how to maximize their potential.
Call Queues
Call queues are the foundation of any call center system. They consist of four main components: callers, agents, a strategy, and hold music. When a call comes in, the caller enters a queue, where designated agents answer calls based on a predefined strategy. During the wait, callers hear music or advertisements.
The UCM series IP PBX offers six call queue strategies to distribute calls:
- Ring All: Calls all available agents simultaneously until one answers.
- Linear: Calls agents in a specific order.
- Least Recent: Assigns calls to the agent who was least recently engaged.
- Fewest Calls: Routes calls to the agent with the fewest completed calls.
- Random: Assigns calls to agents randomly.
- Round Robin: Distributes calls in a round-robin pattern.
The UCM IP PBX for Call Centers also features a Virtual Call Queue that enhances customer experience by offering a callback option instead of waiting on hold. If wait times exceed a set threshold, customers can leave a callback number while retaining their position in the queue.
The system automatically dials the customer when their turn arrives, reducing long hold times and improving satisfaction. Additionally, the system supports queue position announcements, keeping callers informed about their place in the line.
Monitoring
The Grandstream UCM provides monitoring tools for supervisors to assist agents in real-time. With call barging, supervisors can:
- Listen: Hear the conversation without being heard by either party.
- Whisper: Speak to the agent without the caller hearing.
- Barge: Join the conversation, similar to a three-way call.
These tools are invaluable for agent training and performance evaluation.
The UCM IP PBX for Call Centers also generates detailed call queue statistics, including data on call distribution, agent performance, and virtual queue metrics. Supervisors can access this information to identify areas for improvement and streamline operations. The data can be downloaded manually or automated for regular updates.
Computer Telephony Integration (CTI)
CTI enables seamless integration between telephone and computer networks, allowing agents to manage calls directly from their desktops. The UCM series, paired with the GS Affinity app and web-based switchboards, simplifies call handling by offering:
- Real-time monitoring of call queues.
- Access to waiting and ongoing calls.
- Tools to manage ongoing calls.
- Status tracking for agents.
Agents can log into the user portal using their extension and password to access the call queue switchboard, while supervisors benefit from advanced control through the queue chairman interface.
Customer Relationship Management (CRM)
The Grandstream UCM integrates seamlessly with popular CRM tools like SugarCRM, ZOHO CRM, and Salesforce. With the GS Affinity app, agents can retrieve customer information during calls, enabling personalized service.
IVR and Call Recordings
The UCM’s built-in Interactive Voice Response (IVR) system allows businesses to create up to five levels of menu options. Users can customize the IVR to include recorded prompts, key-press event routing, and language options. Blacklist and whitelist filters can also be configured to manage inbound traffic effectively.
Call recording is another essential feature of the UCM IP PBX for Call Centers. The system supports both automatic and manual call recordings, which are stored as .wav files for monitoring, training, and performance assessment.
Conclusion
The Grandstream UCM IP PBX for Call Centers, including the UCM6300 series IP PBX, offers a comprehensive and customizable solution to manage high call volumes. From call queues and IVR to advanced monitoring tools and CRM integration, the UCM enables businesses to enhance customer satisfaction and streamline agent workflows. With these features, businesses can deliver faster resolutions and a better overall experience for both agents and customers.
Tags : #UCM6300 Series #Call center #VoIP Gateway #UCM series IP PBX #UCM6300 Ecosystem
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