All-high possibilities of modern business communications – Volga News Posting in CHAT: Russia To successfully run a business, entrepreneurs no longer need ordinary telephony, which was important just a few years ago. It has undergone many changes thanks to cloud technology. Nikolay Proshchalykin, b2b director of the MRF of the Lower Volga region, operator of telecommunications and digital services Dom.ru Business, spoke about how telephony is changing. – PBX services have been completed, are operators striving to offer customers more opportunities to solve business problems? – In 2023, we launched a record number of useful new products and solved many customer requests, significantly improving the basic functionality of the Dom.ru Business cloud PBX. - What's new? – The first is the ability to set an employee’s personal schedule. ATS has learned to adapt to the schedule of each employee - two days after two, a day after three, and even a non-standard schedule. It is enough to set up call reception once and not remember about it until the manager’s work schedule changes. During non-working hours, the manager is automatically excluded from the call queue. When an employee returns to work as scheduled, all timeout settings are automatically disabled. – If the manager is on vacation and clients call him directly. Does the company fail at such challenges? - Nothing is lost. If the manager is on vacation, on sick leave, works on a non-standard schedule, or simply did not have time to answer, not a single direct call received at his internal number will go unanswered. Cloud telephony will automatically forward calls to another employee or department. You can create a schedule taking into account the specifics of the company’s work - working and non-working hours, lunch breaks, employees on duty after hours, holidays and shortened days, etc. I would like to note that in 2024, some Saturdays will become working days, and weekends will be moved to other days. Cloud PBX takes these features of the production calendar into account. There will be no need to manually adjust your schedule before the holidays. The PBX itself will change the operating mode of the required numbers to non-working. – Is large or small business interested in cloud communications? At the time of the appearance on the market and the first stage of development of cloud telephony, the main customers were, of course, companies in the SMB segment. But now the PBX is in demand among large clients and its arsenal has enough functions and call processing capabilities. In IVR (multi-level voice-over) you can create any number of levels. This helps large companies speed up the processing of incoming calls: distribute calls across departments, process calls in different languages and from different categories of clients. In the cloud PBX Dom.ru Business, it is now possible to edit access rights for certain roles and flexibly customize the system of rights to suit your tasks. For example, the new role “Department Administrator” allows you to view history and statistics only for your department without the ability to change general PBX settings. – Having an ATS, is it possible to keep your finger on the pulse, monitor personnel and processes? Yes, this makes it easier to keep track of employees’ work and missed calls. In the “History” section, the administrator sees the processing status of an unanswered call. The new “Missed Calls Processing” report in the “Statistics” section will show the total number of missed calls, how many of them were processed by employees, and how many were left unanswered. Thanks to such a novelty as online motivation, it has become easier for the manager to train and supervise inexperienced employees. By connecting directly to the conversation via the web interface, if necessary, he can immediately give the employee recommendations that the client will not hear. Plus, you don't have to manually call hundreds or thousands of contacts to let them know about a new promotion, change in terms of service, or other important event. You can record an audio file with news, download a list of numbers for calls and launch the “Automatic Informing” service - the cloud PBX will call each client on the list and play your advertisement. If you do not have the opportunity to quickly make a studio recording of an audio message, I recommend using the “Speech Synthesis” function. Just prepare the information in text form, and the cloud PBX will automatically read it. – And all this can be done remotely? Cloud technologies allow you to manage the service, change settings and connection options from anywhere in the world where there is Internet access. All settings are available in your Personal Account through a simple web interface or in the mobile application. Hundreds of thousands of Dom.ru Business clients from Vladivostok to Kaliningrad choose OATS as a universal sales and service tool that helps control and motivate employees. Call 88005110353 or leave a request on the website b2b.dom.ru. A first-hand story from Evgeniy Radin, director of a separate division of Moe Delo LLC. Our company has been cooperating with Dom.ru Business since 2016 - at first we used online and telephone services. During the work process, the number of clients increased and, as a result, the workload of employees increased. That's why we switched to cloud telephony. The main problem was the loss of calls. The process has not been simplified; At the end of the day, we had to unload all calls, highlight missed ones, and create tasks manually. Cloud PBX solved this problem: first we set up smart forwarding; if an employee is busy, the call goes to his free colleague. Then we installed a voice greeting. Thanks to these actions, we were able to reduce the percentage of unanswered calls from 50% to 7%. Also, using the PBX, we were able to digitize the main indicators - how many calls the employee made, how many successful/unsuccessful, etc. This analysis is now key when making decisions. At the next stage, we integrated the cloud PBX Dom.ru Business with CRM Bitrix. The main goal is to simplify the process of typing and collecting information about the conversation. Previously, an employee had to manually dial a phone number (which was time-consuming if calls were frequent). Now dialing a number is done by clicking the mouse, plus a recording of the conversation and a brief description are immediately added to the card. Source link Source link
