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Hostcomm Hostcomm Enables Business Process Automation in Call Centres
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Hostcomm Enables Business Process Automation in Call Centres

 

Hosted IP services provider Hostcomm announced how its predictive dialler API can be used to connect with CRM databases, making Business Process Automation more accessible for call centres.

By automating key processes, call centres - or any business - can reduce costs and improve efficiency. Now, with the possibility of full CRM database integration, businesses can go beyond basic click to dial and screen pop functionality to fully realise the potential of business process automation.

As a result, a predictive dialler for call centres or businesses can be integrated to improve efficiency, simplify resource management, maximise agent talk time and boost customer service, all while cutting costs.

“Our API is an important part of the Hostcomm hosted predictive dialler,” says Chris Key, Director at Hostcomm. “Some diallers are designed to connect with the APIs in CRM solutions, but these are often outdated, under supported, and not optimised for use with a dialler. The fact that we have developed our own API allows us to offer blanket integration with a wider range of new and legacy CRMs, including Salesforce, Microsoft Dynamics and Zoho CRM. And this is full integration - a two-way exchange of information between the predictive dialler and the CRM that improves productivity through automation. As a result, customers unlock new opportunities to reduce costs, without the need for large scale investment or a change of CRM platform.”

Traditional approaches to predictive dialler CRM integration offer two key benefits, namely click to dial and screen pop. Click to dial allows agents to initiate outbound calls with a single click within the CRM, eliminating dialling time and streamlining workflows. Meanwhile, a screen pop automatically displays the relevant customer information to an agent, improving customer service and call personalisation.

However, while these basic features are useful, they fail to address the concept of Business Process Automation fully. Hostcomm’s API allows for more advanced integration and, as a result, more complete workflow automation.

Using Hostcomm’s dialler, companies and call centres can:

  • Automatically call contacts loaded from the CRM database
  • Automate follow-up tasks such as sending documents, building sales orders, or scheduling callbacks and SMS messages
  • Automate call recording
  • Control hosted dialler functionality from the CRM
  • Automatically load call lists from web forms or data lists

These integration features, along with many more, allow agents to continue working in a familiar CRM with new functionality that maximises performance and efficiency. In addition, Hostcomm’s hosted predictive dialler offers a low point of entry with flexible terms.

“Putting Business Process Automation into practice does not need to be expensive, or complicated to implement,” adds Hostcomm’s Key. “ContactPro makes integration with legacy CRM systems easy, and, as a hosted solution, there is no capital expenditure required – just a single monthly fee.”

To find out more about Hostcomm and the ContactPro hosted predictive dialler with CRM integration, visit www.hostcomm.co.uk



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