Cloud Telephony

How does a Click-to-Call works and its benefits?

Click to Call is a web based application or digital communication tool that effectively fills the communication gap between the organizations and their customers. It serves as an instant and fundamental customer service feature.

To define simply, Click to Call is a clickable link which enables to place a call without entering numbers in a Dialer.  Office24by7’s Click to Call Service is called as Smart Click. This service gets integrates with any third party CRM and ERP’s through API. Smart Click can be availed in the following:

  • Click to Connect
  • Click to Dialer

Click to Connect:

As the name suggests, the raised requisition gets processed connecting call, streamlining a communication channel between the organization and the client. This is an innovative feature that is dependent on two numbers, customer and the business number. It works efficiently connecting the existing customers.

This feature can be tailored with varied services like IVR, Call Forwarding based on agents availability or to any predetermined Telephone Numbers. An acknowledgement via SMS, Voice, Email and Post Call Survey for in-depth insights is probable increasing call efficiency.

Click to Dialer:

This simplifies the dialing process avoiding accessing multiple channels and communication platforms with easy integration’s. Click to Dial feature is efficient in initiating any call to any number instantly and ensures more prospectus contacts in a day enhancing calling activity of an Organization. Upon integration’s, this feature feasible with services like Conference, Call Forwarding to any number, Snooping, Barging and Whispering is probable as per requirements.

How Click to Call does benefit companies?

Improves Calling Activity:

Click to Call benefits agents to reach customers instantly without a Dialer or pressing more buttons. It simplifies the calling process and all that agents need is a web based panel to proceed for an interaction.

It increases the calling activity of the company more than normal. This technology efficiently increases the agent’s call time and first call resolutions comprehending ROI.

Improves Interaction with Customer Segmentation:

A Click to Call permits agents to segment customers based on the requisites to proceed for an interaction. Agents can also gain customer information via CRM Integration with regards to previous call history for a healthy interaction preventing lost phone numbers, lost information and time loss between finding a number and entering it in the Dialer. Simply, Click to Call decreases calling time increasing calling activity thereby increases ROI. In addition, Office24by7’s UI uniqueness is that, it lets agents to take admin in a Conference or Transfer Call to another department or Admin during the conversation, send SMS or Email instantly after an interaction enhancing communication probabilities.

Enhance Agent calling efficiency:

Office24by7 Smart Click Service permits Admin to Snoop, Whisper and Barge in the agent’s conversations to rule out the communication inefficiencies. These tailored features are extremely helpful to ensure quality of call, to train new agents, to negotiate a sales deal or to interrupt call during an emergency either.

Enhances Agents Calling and Customer Experience:

Office24by7’s well framed API suites enable Integration’s of third party tools and applications facilitating agents to view customer information. The more the customer information, the more efficiently agents can resolve issues swiftly. This integration creates a unique, streamlined communication process of an Organization.

Smart Click feature feasibly increases the agent’s quality communication and calling activities. Office24by7 offers innovative communication solutions for all types of Organizations that integrates CRM, ERP, Web applications and telephone systems to create an efficient customer service, enhance agents performance and comprehend ROI.