Sell ​​in 60 seconds. Call center in the cloud and a special SIM card

    A lot has been written about call centers, cloudy, cloudless and sky-high, and everyone who undertakes to give “another cool material about a cloud call center” to the mountain almost certainly asks the question “what else would you think up to look worthy of your competitors?” ? ”To be honest, when writing this hub, we were puzzled by exactly the same thing, but the doubts did not last long, because we still have at least one“ killer feature ”- this is a close and sophisticated integration of VoIP-technologies and corporate mobile communications . In addition, our AltegroCloud cloud PBXBy itself, it’s a rather curious product, if only because at the stage of the project’s development, we decided not to use a server seductively blinking LEDs with a free Asterisk inside and not only because of the free cheese, but also for a number of technological and ideological reasons. Sometimes it’s better when others work for you, and you just pay for the work, but the work is done efficiently and on time. From the point of view of operation, the platform from a reputable vendor, albeit paid, is always better than a thoroughbred, albeit thoroughbred, open source.




    In previous publications, we many, long and sometimes tedious described ready-made cases for real estate agencies, told how using our platform and special SIM cards AltegroSIMcreate a crystal-clear robot seller, and record, monitor and control all conversations from mobile phones and, in addition, attach transactions to cards in almost any CRM system. Each such decision is manual work, tears and sweat of programmers and sleepless nights of clients. This is both good and bad at the same time - every hand-made project is certainly a matter of pride, but a thing of pride has one significant drawback - it is not replicable, that is, it will never become an IT hamburger from McDonalds, the sale of which can be put on stream, and to blame yourself for a smoothie on one of the islands of the Gulf of Thailand.

    It is clear that the idea of ​​an IT-hamburger is good in almost everything and we also wanted to implement it, especially since the vendor provided all the necessary tools absolutely free of charge. Thus, we got two clouds, normal and advanced, which is cloud-based, which is integrated with mobile communications.

    The scheme of work of any call center, if you do not dive into the details and specifics, looks about the same. True, in our case, the very same “killer feature” is added - integration with mobile communications: it seems to be a regular call center, but the employees' mobile phones with our SIM cards work just like office, fixed, and operator telephones.

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    Now there is the opportunity to combine the female operators with common scenarios, a delivery service on mobile and a strict leadership, enter all transaction data, including negotiations with mobiles, into CRM, track the geography of employees and record conversations of clients and managers from cell phones. All this works almost immediately, out of the box, after 10-15 clicks on the "Next" button.

    The first mouse click is on the “Allow FMC” button in the admin panel of our PBX. This button enables the integration of mobile communications and IP-PBX, now the mobile phone appears to be a telephone station as a regular telephone.

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    A mobile phone can be assigned as an internal line of a telephone exchange and processed by all the usual scenarios - voice menus, huntgroups, get into statistics and can be recorded like any other conversation. At the same time, this will not be a call forwarding, which you will have to pay for, but an absolutely complete broadcast of an Internet call to a GSM network with the transfer of all numbers and caller ID of your company, i.e., for example, an advertising number.

    We set up employees as usual and assign them short numbers - it's simple, easy and understandable.

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    At this stage, we already know which of the employees will use the connection on mobile phones (for example, the same couriers who call customers or call center operators at home) and configure the SIM cards as internal lines of our PBX, simply by assigning them short numbers in a special interface. That's it, Simka has become an ordinary sip phone, but with legs.

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    We create the necessary groups, for example, a group of employees who receive calls from customers, but periodically run away “for a smoke” and we cannot greatly influence this, but if they are not at the workplace, we can send the call directly to the mobile phone and save the call itself , record and process.

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    Our mobile employees Anna Vladimirovna and Oleg Petrovich, wherever they are, are always connected by a single internal number and if they decide to call the client back from their mobile number, the company number will be determined on the outgoing basis, and the head will know when, to whom and by whom the same was made the fatal call, which fifteen times increased the company's profitability and put it in the Top 10 Forbes list, with the subsequent calculation of the bonus, of course.

    Besides the fact that we can record calls from mobile phones, see them in statistics and manage them like regular calls, we can “hang” on the cell phone the cool functionality of the call center, for example, waiting queues. Two clicks on the desired buttons and you're done.

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    Now, with a large number of incoming calls, they can be distributed to mobile employees according to the usual PBX rules, without any amendments to the specifics of the cellular network and call forwarding. Operator Anna Vladimirovna, has been living with her aunt for three months, her aunt has no “normal” Internet, and Anna continues to work as usual, just using our SIM card as a work phone. Anna’s boss in an office in Moscow carefully listens to her conversations with clients and puts the necessary notes in the CPM, sees reports. Everyone is happy, including Anna Vladimirovna herself, who took the child to the dacha and works by the window overlooking a flowering meadow in the heart of the Central Russian plain.

    In exactly the same way, if necessary, we can connect Anna Vladimirovna to automatic outgoing calls, even if she continues to work, if she has already chosen the difficult fate of the call center operator at home. With

    two more clicks of the mouse, we create an outgoing company in the platform interface.

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    Now, the remote Anna Vladimirovna receives incoming, sees customer numbers, changes her statuses “online-not online”, incoming calls are processed by call center scripts, and in general Anna does everything that makes her girlfriend Tatyana Alekseevna, working from the office. We remind you that Anna uses a regular mobile phone for calls and a slow 3G connection, and only for working in a CRM system.

    It remains to add to our cocktail of mobile convergent technologies the last, final, touch - routing the incoming call to the responsible manager, One more click and done - our cloud can do it right out of the box.

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    Having done all the above procedures, we finally get a cloud call center integrated with mobile communications. In many cases, such integration will help to solve a number of specific problems: easy connection of mobile employees (home-based operators without high-grade Internet, as a vivid example), a courier service that answers customer calls using a single company number and makes calls from the same number, just mega-active managers sales, actively moving around the office.

    Description of other cases that you can “click on” in our cloud in 60 seconds, in the following hubs.

    To be continued…

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