"Telephony integration is a method used by companies to effectively integrate customer communication."

Telephony Integration was developed with a straightforward objective: to gather data from phone calls, query a database with that data, and display relevant information on the monitors of customer service representatives. This functionality formed the foundation of Telephony Integration, which subsequently evolved into a comprehensive and sophisticated system.

The concept of semi-automated data on screen was initially adopted by people in Western countries. As time passed, numerous standards and conventions were established to provide a unified framework for cross-device, cross-platform, and cross-vendor interactions.

What is Telephony Integration? 

Telephony Integration is a set of technologies for integrating and managing communication or interaction between computers and telephone systems. Telephony Integration functionality is divided into two general categories:

• Telephony integration allows computer users to control their telephone system.
• Telephony integration supports the telephone system to display information through the computer.

Users with a computer that supports Telephony Integration will be able to make phone calls, answer incoming calls, and end calls from their computer.Telephony Integration enables users to place a call from the address book stored on their computer. Additionally, most telephony integration systems enable users to interact with teleconferencing systems.

Telephony Integration-enabled computers will also display information from the phone system, such as caller ID or ANI data, providing users with a comprehensive overview of incoming calls. Advanced telephony integration systems are also capable of displaying information from touch-tone and interactive voice response (IVR) systems. Telephony Integration manages the entire call lifecycle in a systematic manner. This includes call handling, call routing, call establishment, call termination, and call termination.

The Function of Telephony Integration

A telephony integration system fulfills a number of key functions, as outlined below:

• Information about the call such as caller, dialed number, etc.
• Full call - answer, hang up, wait, join conference, manage Do Not Disturb (DND) list, forward call control, etc.
• Calls are automatically managed by computer, fast and prognostic.
• Transfer calls and conference calls between multiple parties involved in communication.
• Perfectly synchronize data transmission between mobile phone and computer.
• Integrated with call routing, reporting utility, desktop function automation, multi channeling, email sending, and online query catalog.
• Call recording with default software for quality check and call analysis.
• Agent status control in the call center - such as available, busy, on hold, waiting, etc.
• Custom call reporting via logs and statistical reports.

Read More: Kenali 8 Tantangan Penggunaan IP Telephony beserta Solusinya!

The Benefits of Telephony Integration

#1 Increasing Call Volume

Telephony integration system allows users to make external and internal calls with a single click. Your sales team will be able to reach a greater number of potential customers and existing contacts. Your support team will be better equipped to handle an increased volume of customer calls and resolve more issues. By expanding your reach and improving your response time, you can expect to see a significant and rapid growth in your customer base.

#2 Good Quality and Meaningful Conversations

To optimize customer interactions, all communications must be recorded. This enables you to engage in meaningful conversations with those contacts in the future. Transcripts and call logs can be created during or after the call to record discussions. Such records can be made available for review by sales representatives and customer support agents for the purpose of historical data analysis. Coaches and managers can review these records and provide guidance or training to your team to facilitate more effective interactions.

#3 Improving Productivity and Customer Engagement

Features such as call transfer, caller identification, and missed calls enable your team to respond more promptly. The CRM routes incoming calls to agents based on their availability and displays caller information, enabling agents to plan their responses.

Are you concerned about missed calls? There is no need to worry about missed calls. Set up automated messages for calls received outside of business hours, including holidays, to ensure that important calls are not missed and that customers receive the highest quality of service. Additionally, the system can be configured to remind customers to call back.

#4 Increasing Sales and Conversion Rates

It is often said that the customer is king. Contact records contain customer interactions, details regarding deals, issues, and any notes you may have made about the customer. Additionally, you may review the call recording to identify any pertinent information you may have overlooked.

Consequently, when you next engage with a customer, you will have immediate access to all the information you require. Not only will you make the optimal decision, but you will also be well on your way to developing a strong relationship.

#5 Productivity Insights

Generate reports and gain valuable insights into your team's productivity. The system allows you to log your calls, storing data on various call parameters, including the number of calls, missed calls, call duration, and time spent by agents on calls. This will assist you in streamlining your customer outreach process and optimizing the efficiency of your team.

#6 The Reduction In Infrastructure Costs And The Simplicity Of Scalability 

The costs associated with traditional telephony can be significant, particularly when scaling up. Integrating CRM with your phone system allows you to scale without additional infrastructure, even as you add personnel to your workforce. Additionally, there are minimal maintenance costs.

Summary

Telephony integration is a crucial technology for businesses to adopt. Telephony integration enables the seamless integration of customer communication. BPO Contact Center is an effective solution for achieving accurate and precise telephony integration.