The time that telephony was a stand-alone entity that was under the responsibility of the facility service is definitely over. Thanks to the rise of VoIP telephony, the integration of telecom with IT is now a fact. The next step now is to link the telecom operation with APIs to other business processes. There are huge efficiency gains to be achieved.
Building an API can be a very powerful source of quality enhancements in any organization. An API, which stands for Application Programming Interface, allows an automated link between two or more different software packages used in an organization. An API makes it possible to integrate applications with each other and thus exchange information quickly and efficiently. Thus, processes in their own right and the people behind them can better talk to each other, which prevents noise on the line and makes business more efficient.
API TELECOM AND CRM
The most obvious link currently being built in the telecom environment is the integration of telephony with CRM systems. Employees at sales or service can instantly see who calls and directly receive the corresponding contact information on the screen using the incoming number. And so again, the conversation history is automatically written among the customer in the CRM. Xelion is easy to connect to any CRM system, thanks to the openness of Xelion software and the accessibility of the Xelion organization. There are already many links available with the most common CRM packages in the Netherlands. Xelion also makes it easy to store recorded calls on the digital customer card. This allows colleagues to take customer contact and history more easily. Xelion built a call center with 30,000 incoming calls per month linked to the order management system. That left 10 seconds per call and immediately resulted in higher customer satisfaction.
API WITH PRESENCE DATA
Another integration that is often applied is to make employee availability and employee availability available. That's what makes endless searches by receptionists and interior workers to the right people. For example, take a business collection building, which, thanks to a link with the digital calendars of all employees in the building, is immediately visible to anyone in the house. This shows if someone is actually available. Successfully transferring calls increases by 80%. This results in higher customer satisfaction, time gain and the occurrence of irritation.
CALLCENTER DATA VISIBLE THANKS TO AN API
Companies can choose to show the status of their organization's accessibility on a web application. This requires some guts, but allows the customer to call at a time when the waiting time is minimal. This integration is especially suitable for businesses and call centers that are affected by extreme peaks. Callers can then decide to call back later or consciously choose to wait longer. It appears that information about waiting time removes more than 80% of the irritation. Customer satisfaction is boosted by better expectations management and a better spread of calls throughout the day.
API'S ALL OVER
The above is just an example from the many possibilities that are available thanks to the API. In fact, any organization that has a lot of customer contact and mutual telecommunications can benefit from building a few integrations. Xelion is a package made to be integrated. Of course, it's primarily a rich and very full-featured telephone exchange in the cloud, but in addition, Xelion, thanks to the links that can be made, is a real business accelerator. This contributes to the experience of Organized Communications.