The ability to integrate all work tools into one is a shared desire of many call centers. To tell the truth, integrating PBX with third-party software is nowadays possible and can be done very easily. This is a technological achievement that responds to a business demand.
It doesn’t matter if a company uses four applications from different developers. Today there are ways to integrate them all in a single intuitive and easy-to-use space. Some entrepreneurs may not understand the magnitude or functionality of integration. For sure, it has direct benefits on productivity and employee work.
The problem of not having integrated applications
Those work environments where repetitive tasks are performed quickly, the need for integration is clearly understood. The best example of this is customer call centers. In these cases, it is easy to identify how problematic it is to use different programs.
In the case of the call center, having to use several different tools implies notorious time losses and increased efforts. This is only a general rule, but the effects of this order of things generate multiple affectations. Evidently, this is a factor that has a notorious impact on business productivity.
This is equivalent to having a planned system that cannot be fulfilled because something is wrong. Companies have expectations, response times, objectives and many times they cannot meet them due to the disintegration between the various applications for the job.
What is an API?
With the creation of the API protocol and environments, it was possible to unify tools from different companies. An API is a digital environment or interface that allows two different programs to be grouped together, regardless of whether they are from different brands or creators. These tools are called APIs because of their English translation: Application Programming Interface.
In Spanish this translates as Application Programming Interface. Basically, this digital environment allows the communication and congregation of programs. It seems something of little importance, but in reality the use of this type of tool simplifies the life of workers.
In addition, the API allows to do this in a secure way to avoid data mining. It could be said, that this tool has some secondary functions that favor companies. The best thing is that the worker does not have to know that everything has been integrated, he simply works with a single tool that contains several.
Integrating programs is better for computers
One of the biggest problems with computers in some offices is their slowness. It can take time for the operator to turn on the CPU, open each system and get them working. This sometimes happens even though the computers are properly maintained and have antivirus software.
To be sure, this does not always happen because of a failure but because of multiple heavy programs running. Having to open them one by one, while the worker starts working, can slow down the system. If the computers are low on memory, the matter simply becomes more complicated.
It is worth noting that many call centers incorporate computers with limited memory. This is a way to reduce the operating costs of the rooms and many companies work in this way. It is precisely these types of companies with large call rooms that are best served by integrating virtual PBX with third-party software.
In fact, integrating virtual PBX with third-party software is a very positive thing for this type of offices. The computer is able to work better and the operator loses less time doing his job.
Easier and faster for the operator
It is not the same to have to open several applications and navigate through them, than to have them all organized within the same program. The integration of all the applications that are used when working provides the worker with an organization. This is so because the API organizes and allows to organize the elements it integrates.
In the case of the call center, integrating virtual PBX with third-party software greatly simplifies management. This is because in this case the operators can manage the softphone and the database in the same environment as the rest of the programs.
This represents a notorious time saving for an operator that has an impact on the final productivity. The seconds saved while switching from one application to another in a simple way, improves individual performance. It may not seem like a lot of time, but when this happens throughout the day, the result is reflected in the statistics. However, this is not the only reason why a call center room improves its management through integration.
Facilitating learning in the call center
One of the most common problems in almost all call centers is the training of new staff. Incorporating new employees involves training them to handle applications and calls. This is much more complex and time-consuming when the staff must handle different applications to perform different tasks.
For example, a bank’s call center uses a database, callcenter tools for claims, another one for withdrawals and another one to manage failures in the web page. Understanding the type of business and the possibility of many different types of customer requests, learning for new staff can be complicated.
When these tools are separated from each other, learning is more complicated. Add to this the slowness in the system, and the operator tends to collapse and call time increases. This in turn generates call queues, something that customer service centers want to avoid.
In this sense, integrating virtual PBX with third-party software simplifies the learning process for new entries. This is because the management application is understood as a single, unified application. The operator does not need to know that they are different callcenter tools. From the integration, he could understand each application as functions or sections of the same digital environment.
Improving call center productivity
The integration of the virtual PBX with third-party software improves response time. Firstly, it does so because fewer seconds are lost during call center operations. Secondly, it also does so by facilitating the training of new entries.
Integrating all applications simplifies the management of any call center. From this point on, operators will be able to improve their response time. This is because the applications are easier to open, they are all connected and the management system becomes more intuitive.
As a result, the overall productivity of the call center will improve substantially. This will be reflected in the overall statistics of the call center and the individual statistics of each operator. Of course, having better response times implies an overall improvement in customer service.
When response times per operator decrease, less waiting queues are created. In turn, the number of hung up calls is reduced because people wait less to be answered by a teleoperator. Even the work dynamic is facilitated by being able to achieve free time between calls. Basically, this integration achieves a “cascade effect”, especially when combined with strategies to organize work.
Neotel allows the integration of virtual PBX with third party software.
Neotel uses the best technological resources to integrate the virtual PBX with all the applications used in the company. It does not matter if they are many or if they are heavy, our digital environment is innovative, functional and quite fluid.
At Neotel we use the best of websocket technology to have a tool with the best features. Our virtual PBX has an easy to use interface, fast and configured in a very visual way. This will facilitate the management of telemarketers, regardless of the type of business the company is engaged in.
Neotel provides a stable, functional and smoothly operating digital environment. All the applications needed to perform the management will be in the same place. Those customer service centers that do not yet enjoy the benefits of the virtual PBX, can easily migrate through our program. The technological change is simple, without complex installations and with the support of our expert staff.
Neotel has the most innovative and stable virtual switchboard for companies in the market. This product has been successfully implemented by multiple companies and entrepreneurs. Our company has 20 years of experience in the business technology market.
The best thing about our PBX is that it also has modules that allow entrepreneurs to generate more sales. You create the business strategies and Neotel provides you with the call center tools and other features to connect with your audience.