Today's businesses are under pressure to reduce operating costs, while at the same time improving their customer service and operational efficiencies. Much has been said about how VoIP technology can help businesses reduce costs, but not a lot of attention has been paid to how VoIP can help businesses remain competitive. VoIP opens a lot of opportunities for improved efficiency through systems integration with existing management systems.

The Thinking Phones Virtual Communications Exchange platform was designed from the start as an integration platform to efficiently tie together disparate systems. Forget about expensive year-long integration projects. The Thinking Phones VCX platform uses a standards based approach to simplify systems integration. It features web services APIs and employs XML and a standard server based platform to tie in existing systems. Thinking Phones has systems integration specialists on staff to assist in every aspect of implementation.

Here are some examples of how Thinking Phone Networks has helped customers enhance their efficiency through systems integration.

Example 1: Call Center Environment
A high volume support-oriented call center environment. Implemented advanced ACD functions including multi-level call branches, product specific call queues, agent login / logoff, customized voice prompts, and more. Screen pops inform agents taking calls of customer support history, open cases, and automatically updates support tickets within a third party ticketing system. Management reports measure agent activity and overall support efficiency.

Example 2: Multi-Office Location
A multi-office sales environment including remote work-at-home employees. Marketing numbers deliver inbound leads to sales reps using call queues regardless of their physical location. Integration with a third party sales management application tracks sales rep performance. Reps with higher performance ratings get a higher portion of the inbound sales leads. Management reports show detailed rep activity and sales performance.