High Tech Communications often preaches the benefits of integrated applications in the workplace. Long gone are the days of replacing phone systems simply because they are old - you now need a driving reason, one that will help shape your business. I read the attached blog from ShoreTel because it (on the surface) started talking the same language that we speak. However, although the article is not incorrect, I felt it lacked the punch that it deserves.
Companies look for key competitive advantages to set themselves apart from their competition, this is something that will allow them to accomplish just that. Having information at your fingertips when a client calls your Sales or Service desk is not only time saving (reducing operational costs), but also improves customer satisfaction. This concept is not new, however, it is often lost in translation and sometimes falls by the wayside because it is not sexy. It is just as important now as it was ten years ago. Not to mentions, we (including myself), say the term CRM - but what about other databases within the organization? Tying together an ERP system to the VoIP solution opens up more service possibilities. What are those possibilities? How about automatic call backs based on service history. CRM is a Sales tool and may not have that information readily available.
Again, this is not to take away from the article as I think it touches upon some key points like ROI and reducing operational costs (Point #4), but not because of a lower phone bill. It is much, much more grand and achievable than that and the message could use some new, enhanced focus. In fact, after reading it a few times I am not sure what point #4 has with this article at all. If you do maybe we should talk live?
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