Why your business needs a unified communication system.
Integrate all of your digital communications with a Unified Communication System
Cloud phone systems are Internet-based business phone systems. However, if your business depends not only on phones, but also on several other digital mediums such as instant messaging, data sharing, call control, unified messaging, mobility features, and more, a unified communication system might be your ticket.
Whereas a cloud phone system focuses only on telephone solutions, a unified communication system, in its broadest sense, encompasses all forms of communication that are exchanged through a network. A unified communication system allows an individual to send a message on one medium and receive the same communication on another medium.
Some businesses may prefer to keep their digital communication channels separate for whatever reason, and that is okay. However, for those businesses that prefer to consolidate their online communication channels, they may realize several additional benefits in addition to cost savings.
Ideal for businesses with multiple locations or remote teams
Many businesses have multiple locations or rely on remote workers or teams. For these types of businesses, unified communications systems are the ideal choice.
Not only can unified communication systems handle multiple digital communication mediums, but they are also highly scalable in terms of both users and locations. Since the network and hardware are “online”, we can make changes to your unified communication system quickly to reflect the needs of your business.
What is a unified communication system?
With a unified communication system, you can get it all as a single service (graphic)
- Voice & Telephony – Desktop, mobile, pc-based and video telephone
- Conferencing – Audio, video, and web conferencing
- Presence and Instant Messaging
- Desktop, Mobile, Browser, and embedded Client
- Applications – Collaboration, administration, and contact center
- Communications – Enabled business processes
Benefits of a unified communication system
- By integrating. your digital communication channels, you can reduce your costs
- Increase your productivity and mobility
- It is completely scalable to your business needs supporting from 5 to 10,000 users across 128 locations, growing as your business grows.
- Many are based on open standard SIP (Session Initiation Protocol), such as Linux.
- Long gone are the days of servicing your communication systems, we handle everything including installation, maintenance, and training.
Features of a Telesupply MX Unified Communication System include
- Unified Communications client for Windows, Mac, and Linux
- Complete Contact Center with customized reporting
- Visual voice mail
- Integrated fax server
- Presence and instant messaging
- Active Directory/LDAP support
- Unified messaging
- Automated Attendant with IVR (Interactive Voice Response)
- N+1 redundancy and cross-site failover
- Smartphone integration for iPhone® and Android®
- Seamless multi-site integration
- Centralized management
- Enterprise Session Border Controller (E-SBC)
- Historical archiving of call recordings, instant messages, voice mail, fax mail and call logs
- All Telesupply IP Phones support remote workers without requiring a VPN
- Find Me/Follow Me/Simultaneous ring
- User friendly administration interface
Benefits of Working with TeleSupply
- We sell business phone systems customized to your needs. If you need a phone, we can sell that to you as well.
- When you buy from us, you get 28+ years of knowledge, experience, and training.
- While telecommunications is global, our service is local
- 28+ years of business phone system consultation, sales, installation, service, and training.
Don’t take our word for it, see what our clients say…
EXPERIENCE AND SHARPENED SKILLS
Telesupply brings the experience and sharpened skills together with today's technologies helping businesses to reduce costs, increase productivity from their team, and even make companies more competitive in their industry. Telesupply delivers high value to their customers through their team providing excellent service and positive business solutions.
Regional Sales Director West
RELIABLE AND EFFICIENTWe have worked with TeleSupply for several years now. They are reliable and efficient. We used them for a big project when we moved into our new facility to create a computer room and run drops in all the new offices. Definitely recommended! Flor Lazcano
SYSTEM HAS BEEN FLAWLESSWe have had a 6 phone business system with Telesupply for the past 3 years. The system has been flawless. The tech support at Telesupply has been great. Whenever we needed them, they have been prompt and efficient. Another great plus for me is that they are a local company and they can response on-site if needed.So far we have not needed them to come to our office. They can take care of most problems from their central office. Emanuel Grain
Telesupply Integrated Contact Center collects and collates contact center statistics including current agent status, the length of time spent in said status, the number of calls currently in queue as well as average and max wait times for these calls, the statistics on all answered and abandoned calls including the length of time the caller spent waiting before abandoning the call, and even call-back requests and completion are tracked by the system. While using Telesupply SuperView™, Supervisors can see an inclusive real-time report on the status of all agents and calls in a single window while maintaining the ability to make calls without switching screens. The statistical information can then be used for labor optimization as well as better management thanks to up-to-date knowledge of each agent’s availability.
SuperView allows supervisors to set up notifications to alert when service-levels or thresholds have been exceeded, whether it’s a queue overflow or scarcity of available agents, when a preset condition is met, a pop up window will appear on screen to warn the supervisor that the situation might require direct action. There are two colors for alerts, yellow and red, allowing supervisors to set varying levels of emergency. The problem field will be highlighted in the color matching the alert to quickly draw attention.
Telesupply’ Unified Communication clients, ZAC and MXIE, allow employees to manage their corporate communication from an intuitive interface available on PC, Mac and Linux. The Integrated Contact Center (ICC) solution is incorporated into the office phone system. The employees can easily get a hold of their coworkers: send instant messages, frequent corporate group chats, start audio conferences, and quickly judge the availability of coworkers from their Presence state. All these features and more are accessed from a single interface, with no need to juggle multiple technology vendors to collaborate across teams.
The visual interface makes handling multiple calls a breeze. Integrated Fax option makes it easy for all the employees in the customer service department to access the incoming fax messages and save paper.
On the phone with a customer, agents can take notes in a special notes popup, called Call Attached Data (CAD). It can take the form of free-style notes or a pre-set questionnaire. If this call is transferred or the customer calls back later, the notes will pop up again. No need for a frustrated customer to repeat their request. CAD can be edited with updates on the case even long after the call is over.
Telesupply Integrated Contact Center (ICC) solution includes a web chat feature which allows customers to chat with support on the company website instead of calling them. The system makes sure that if an agent is on a call, they he won’t be bothered by any chat messages or vice versa. All the incoming customer questions—regardless of whether they are web chat messages or phone calls—are answered in the order they came in and no one is left waiting too long.
Customers can leave a voicemail that holds their place in line rather than wait on hold for the next available agent to become available. Eliminate frustrating waits for customers as they go on with their day while they wait for a call center agent to speak to them.
SuperView™ is a powerful tool, where ICC supervisor sees real-time statistics on multiple departments at the same time. SuperView is accessible through MXIE Unified Communication client or through a web browser, which requiring no installation.
Supervisors can set up multi-level alerts based on multiple criteria and know immediately when a call group is on the verge of a problem, and reallocate people to help on the fly. Managers can oversee the caller queue in the same interface. They can assign calls to a specific support agent, or barge-in, whisper or silent monitor their employees. For high-priority customers, the supervisor can move a waiting call or message to a higher position in the queue.
Automatically record all phone calls and archive these recordings for an indefinite amount of time. When taking down sensitive information—like credit card or social security numbers—employees can easily pause the automatic recording to protect their customer’s privacy.
Alternatively, record on-demand. For on demand recording, pressing the record button at any time during the call will capture the call from the very beginning—so no need to worry about losing an important part of the conversation because an agent didn’t press the button fast enough.
The achieved calls include Call Attached Data notes. All calls, voicemails, faxes and web chat messages are stored together in Telesupply’ MXarchive.
With access to ZAC and MXIE clients, employees can communicate with people both inside and outside the company as easily as if they were sitting at a cubicle in the office as long as they have access to Wi-Fi. Employees on the road can utilize Telesupply Mobile Communicator application available on iPhone and Android devices.
You can run reports based on Integrated Contact Center’s historical data to analyze the business’ productivity and improve operations with Telesupply’ MXreport feature. It comes with preconfigured report templates, but can also be customized to better fit specific business needs. Make educated decisions based on historical data to save on expenses and optimize workflow.
Telesupply phone systems are a software-based product that scales to 10,000 users, so all the employees at the enterprise can be connected into a single communication system. With no additional hardware required, you can add new agents or supervisors when necessary with minimum amount of hassle.
The Telesupply MX platform is built on Open Standards including SIP, MySQL, VXML, CSTA, TAPI, SYSLOG providing the ability to integrate ICC with Salesforce.com, MS Outlook and other 3rd party applications.
Using Microsoft Telephony Application Programming Interface (TAPI), MXIE Users can click-to-call directly from popular Customer Relationship Management (CRM) programs, including Microsoft Outlook or, using the ScreenDial™ feature, from any other document. ScreenDial lets users call from any application, allowing them to conveniently dial directly from a CRM, an Electronic Medical Record (EMR), a Word or Excel document, or a website.