VoIP Phone System for the Modern Office
We are proud to announce the launch of our new Cloud PBX platform, CCP VOICE, the next generation in our telecommunications journey.
The new phone system enables your organisation to co-ordinate, and gives you the insight into your phone system that you need, to drive real business decisions and increase customer satisfaction.
With the new phone platform comes an extensive range of new features including;
- Client accessible portal
- Change your own call flows
- Access call recordings, and call records
- Access call statistics and reports
- Manage your company address book
- Change your office hours
- Change your own holiday sets
- Web browser phone client (no software install required)
- Chrome extension
- New desktop and mobile phone clients
- Call Queues
- Get daily, weekly, and monthly queue information LIVE
- See and respond to missed and abandoned calls
- Integration with Microsoft 365
- Synchronise your presence with Microsoft Teams
- And more…
Migrating your phone system
Our team will migrate you to the new phone system free of charge. This includes;
- Copying all extensions
- Replicating all your existing callflows
- Set up of new Microsoft integration
- Deployment of the new phone client
- Group training session online
Your call history, recording history from the old system will not come across, but you can still request these through our support desk.
When will I be migrated?
We plan to migrate all clients over the next 3 months. Migration timelines for each client are assessed on a case-by-case basis. However, if you wish to be considered for an earlier migration, please reach out to your support team to make the request.
Phone System Integrations
Microsoft 365 and Microsoft Teams Integration
We can now integrate with your Microsoft 365 account. This can bring your users in automatically to the phone system, synchronise groups, contacts, and your Microsoft Teams presence.
With Microsoft Teams Presence Sync, when you’re on a Teams call, you can mark yourself away, and log out of queues on the phone system, so you no longer get incoming calls when you’re already on a Microsoft Teams call.
Phone System Integration with HubSpot, Odoo, Salesforce, and Dynamics
We can now integrate with the following systems
- HubSpot
- Odoo
- Salesforce
- Dynamics
Integration with other systems is possible with custom integration templates.
Click to Call
Click to dial phone numbers directly on CRM web pages.
Call Popup
Auto launch the Contact URL (the contact’s records in CRM) on a new browser tab when the extension receives an incoming call from CRM contacts.
Call Journal
Synchronize call logs to CRM automatically when the extension ends a call with a CRM contact.
Contacts Synchronization
Synchronize CRM contacts to a specific PBX phonebook and auto-match contacts to display caller name on your clients when receiving a call.
Phone System Features
Just a few of the new features available on the new system can be seen here.
Self-Service Portal
Clients will now have the option to self-manage their own PBX or remain purely white-glove managed. If you wish to self-manage, you can edit your own callflows, set up your own voicemail boxes, create your own users, manage your own phone numbers, etc.
Call Queues
On our old system, we only had ring groups, which meant if nobody was available when a call came in, the only option was to forward to voicemail or another ring group. Now, incoming calls can enter a queue, and perform skill-based prioritization or ring the staff member with the fewest call pickups.
This also means you can track missed or abandoned calls, track SLAs, and alert your managers if the queue breaches the call pickup SLA rate.
Track Call Returns
No longer wonder if a call has been returned, from a queue you can directly view missed and abandoned calls, and mark it as “dealing” or “dealt” so everyone knows that the call has been returned.
Instant Playback of Recordings
Direct from the phone client, you can now playback your call recordings instantly. No need to request call recording information from our support desk. Administrators, Managers, and Supervisors can be allowed to listen to all recordings for quality and coaching purposes too.
Transfer, Listen, Whisper, and Barge LIVE
You can now see active calls live in your queues, and as a supervisor you can live transfer calls, listen in on the call, whisper to your staff member so only they can hear you (but the customer can not), or take over the call with the “Barge In” feature.
Features Coming Soon
Live Call Transcriptions
A much-desired feature, live call transcriptions will soon be available.
Call Summaries
With transcriptions enabled, call summaries will be available.
Custom Integrations
With summaries, transcriptions, and more, these will soon be available to integrate with your CRM of choice.
