As part of our investment in customer service this year, we have revolutionised the telephone system. Having surveyed the market and seen many excellent new phone systems, we have gone with BT CloudWork. Our new numbers may come through as 0203 795 3629 or our direct dials depending upon who is calling.
You can still reach us on 01344 776500. However, we have dropped our old DDI numbers which were hardly used. They became a problem when people returned individual calls without going through the switchboard. If that person was away from their desk, the customer service was a VM or transfer.
We would be grateful for your feedback if you have any trouble getting through to customer service. We do not want anyone in voicemail jail!
The system from BT is based upon RingCentral which is up there in the (Nov 2020) Gartner Magic Quadrant with MS. Others trailing in that quadrant are Zoom, 8X8 and Cisco. So far we are pleased with the implementation and will be researching all the programmer interfaces for incoming caller identification to pop screens, etc. that we had developed over 15 years with our last (Splicecom) system which was well ahead of its time.
We are already dialling out direct from the AXLR8 Radical internal CRM system.
All calls will be recorded for training and quality purposes and the next development is to store them against the support ticket as we do with emails. That way all the information about a case is kept in the right “job bag”.
If you are planning phone integration with your AXLR8 system, please call us up. We heve been doing it for more than 20 years so you will be in safe hands.