Computer, Telephone Links In High Demand
Illawarra Mercury
Tuesday August 6, 2002
New Era Communications has become renowned for its ability to install and service computer telephone integrated systems.
Top-end clients are demanding systems that can leave the desktop in control of making decisions about how calls are answered, such as having all voice mail messages and faxes directed to a client's email box.
New Era Communications can also set up systems where staff can ring their PC and listen to their voice mails, emails and forward on their faxes.
Replies can also be made to emails and voice mails with voice.
``It gives people the ability to have total control over their communication," New Era Communications sales director Kyle Page said.
Many customers are also demanding customer relationship management packages.
``They want to know how often a customer rings, they want to know when they ring and what they say," Mr Page said.
By tying the telephone and the computer together the computer can log the calls so a record of previous information is easily available.
It means previous information is available to the next person who takes a call from a particular client so the second operator is quickly up to speed on what the client is talking about and what promises have previously been made. New Era Communications can also install call centre technology that enables calls to be handled more efficiency, such as a system that can respond immediately to email, fax and voice mails.
It is particularly useful for busy clients who take lots of orders.
When an order is placed by email, voice or fax, the client immediately receives a confirmation that their order has been received and is being dealt with.
The system reduces about 20 per cent of the calls away from the call centre from people ringing to check their orders have been received.
``It is about using technology smarter," Mr Page said.
© 2002 Illawarra Mercury
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