Call-to-ticket workflow: set up a reliable flow to create, route and trace each request without duplicates

A call ends, the agent hangs up, and the request disappears. No trace, no follow-up, no ticket. The customer calls back two days later, no one knows what he’s talking about. This is the problem faced by most support teams who manage their calls without a structured call-to-ticket workflow: the conversation exists, but the action […]

Telephony sales enablement: structuring, coaching and managing sales calls without complexity (special for SMEs)

Your sales team has a CRM, well-prepared sales pitches, maybe even a playbook. But the calls are all over the place: personal mobiles, manual follow-up, no visibility on what’s really being said to prospects. This is where sales enablement telephony changes the game. When your sales calls are centralized, integrated into your CRM and controllable […]

Unlimited international voip calls: what “unlimited” really covers (countries, landlines/mobiles, limits)

Many offers feature ‘unlimited international calls’. However, actual conditions vary widely from operator to operator. Unlimited international VoIP calls are often a well-packaged marketing promise. Behind it, you’ll find fair use clauses, mobiles excluded from the package, and included destinations that don’t really cover the countries where your customers are. The result: additional costs you […]

Hourly telephone answering service: calculate your budget and compare (flat rate vs. per call) without the pitfalls

You ask for a quote for an hourly hot line and receive three offers that are impossible to compare. That’s normal. Because “on time” doesn’t mean the same thing to all service providers. And without knowing it, you run the risk of paying two or three times more than expected, due to rounding, monthly minimums […]

Park a call: how to put it aside and retrieve it on another workstation (without losing the customer)

A customer is waiting in line. You have to go and get your colleague. But if you put the call on hold at your extension, no one else can take it. This is where call park comes in handy. Neither classic call waiting, nor blind transfer, call parking places the call in a numbered slot, […]

Call center solution: criteria, actual costs and demo checklist (CRM, KPIs)

You’ve been comparing call center solutions for a few weeks now, and you get the impression that they all look the same. Routing, IVR, recording, CRM integration… the sales pages display the same features. Same prime rate. Same promise. The problem is what you don’t see yet: supervision billed as an option, recordings limited to […]