Node4 has the capability, experience and expertise to transform your telephony and contact centre requirements with Node4 Calling with Webex. Discover how in this blog with Simon Lomax, our Collaboration Transformation Director.
Working in tech means being exposed to a lot of buzzwords and jargon, which frequently gets in the way of getting your message across – especially when it comes to sharing the benefits of products and solutions.
So, for this blog, I wanted to keep things simple, with an honest, down-to-earth write up about how Node4 can help small and medium organisations across the UK with their telephony and contact centre requirements.
HOW COVID CHANGED HOW WE WORK
It bears repeating that the pandemic caused a major shift in how organisations work, with more and more people working remotely from multiple locations or from the comfort of their own home. Most of the conversations I have with clients start with this sentence: “I need to replace my old (on-premises) phone system. We’re thinking of using Teams, so what are our options?”
It’s sensible for organisations to leverage their Microsoft investment in order to get the best telephony solution. Simultaneously, there are also certain situations and business cases where organisations might want to look outside the Microsoft stack to find the most effective solution for their needs.
For the purposes of this blog, we’re going to delve into one of those alternatives – Node4 Calling with Webex.
WHAT IS NODE4 CALLING WITH WEBEX?
It’s an enterprise grade, highly resilient, secure cloud-based telephony solution. As a Cisco Premier Certified Partner and a preferred Webex Calling Service Provider for the UK, we’re experts at utilising Webex for the needs of our clients, and believe there are two compelling reasons why smaller businesses should consider this option for their telephony.
SUPERCHARGE YOUR TEAM’S POTENTIAL
Remote and hybrid working has quickly become a key aspect of how organisations function on a daily basis. So, of course, there’s pressure to ensure your solutions are serving, protecting and empowering your users to deliver for your customers.
Enter Node4. We’ve got the expertise, knowledge and vendor relationships to provide you with the tools to ensure your workforce is empowered to do their best, wherever they work.
HOW CAN WE HELP
END USER EXPERIENCE & COMMERCIAL CONSIDERATIONS
Most small businesses will licence their Microsoft applications via Business Standard, Premium, E1 or E3 licences. Each of these enable Teams on a user’s desktop for messaging and meetings. To enable Teams Phone System, an add on licence and some form of PSTN connectivity, typically a form of Direct Routing, is required.
Clients may want to consider the option to utilise a single Node4 Calling subscription that includes both the platform as a service and the SIP based PSTN connectivity – a strong, cost-effective option. Comparably, this can be at a lower cost overall. The really useful thing here is that the Webex application can be embedded as a Microsoft validated solution into the Teams client itself. So, when a user wants to make a phone call, it’s from the Webex app within the Teams client, where the user will “drive” their telephony whilst effectively still retaining a familiar Teams-like user experience.
FEATURES AND FUNCTIONALITY
Good-old voice interaction over the phone has been prophesised to be on its last legs, or at least in mortal decline, for many years. However, for most organisation (smaller ones in particular), voice is still a crucial part of how they talk to their customers. Yes, we have e-mail or simple web forms or web chat. But there is still the need to talk to someone in person – especially when a requirement is urgent or important.
Whilst most small businesses don’t operate “proper” contact centres to house their customer service or technical support desks, there’s still a need to manage and report both real time and historic information on how inbound calls to an organisation are being handled. A real-time view of the number of calls waiting to be answered, abandoned or lost is important. Equally, the ability for team leaders or supervisors to adjust to changing circumstances through a working day can be vital.
For instance, during peak times, customers sat on hold will hear messages confirming how long the wait will be until their query is answered. Both these benefits exist within Node4 Calling with Webex. They provide an improved customer experience and crucial insight, information and data to help organisations manage peak periods and increase their efficiency.
HOW CAN WE HELP?
If you’d like a conversation about how Node4 can help with replacing your old phone system, or if you’d like a demonstration or trial of Node4 Calling with Webex, please click the button below.