people + process = technology telephone integration
TRANSCRIPT
Bond Presents: Oak InnovationPeople + Process = Technology Telephone Integration
www.bondadapt.com | @BondIntUK
Bond & Oak Innovation
Presenter:Megan WalkerMarketing ManagerBond International Software
Guest Speaker:James CollinsCTI SpecialistOak Innovation
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Making The Most Of TechnologyThe two pieces of technology you use most each day, your recruitment software and telephone handset.
AdaptUX Telephone Integration allows you to:
• Make communication more efficient• Ensure staff are more productive• Generate more income• Provide a better service• Maximises return on your recruitment software purchase• Gain more management oversight
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Communication Problems
There are several issues that influence effective communications
• Telephone numbers are slow to manually dial• Candidates frequently change telephone numbers• More diversity means more names are non-standard and
hard to spell• Monitoring staff productivity• Effective training/coaching• Differentiate from competition
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How Does It Work?• Inbound Call - Preview Ringing
• When your telephone rings, the software on your PC monitoring your extension activates to provide a discrete on screen display showing the caller’s number, name and any useful additional Adapt held information for the caller .
• (e.g. Candidate/Client, Trade, Acct Manager)
• Can be disabled on a per user basis
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How Does It Work?
• Inbound Call Adapt Screen Pop
• On answering the call launch the Adapt record for the caller (manual or automatic).
• Workflow option to force recording a note of telephone call
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Instant caller recognitionEnsure right person answers
the call first timeSave (10-30 secs) on every callShortcuts to Adapt workflow
(e.g. open record, log call etc…) Great for hard to spell names,
European contacts Enhanced customer service Reduce duplicates in Adapt Show multiple matches
Inbound Calls
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Click To Dial
Never misdial Increased staff
performance – make more callsSave time
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New Number Capture
• When receiving a call from an unknown number, capture number to Adapt.
• Option exists to add a simple identifying note to the Smartphone internal address book (where information is lacking for a full entry).
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New Number Capture
Capture New Mobile Numbers – Enhance SMS Communication
Keep up to date with changing contact numbers
General and Business contacts
Maximise benefits from caller preview
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Smartphone Features
On-screen extension status, call handling, absence text & status
Internal instant messaging Call logs incl missed calls
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Additional Complimentary SolutionsConnectXpress – Automated Database Call Routing
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Additional Complimentary Solutions
Mobile Number Validation
It is extremely cost effective to communicate with candidates via SMS messages to mobiles - however it is hard to keep up with changing numbers and the consequences of sending messages to defunct numbers are:
• Some networks/services still charge the SMS cost for failed messages• An admin task is generated to check the failed number• The intended recipient does not get the message• You waste time on a failed communication
Therefore, as well as capturing new mobile numbers as you are called we now are able to offer a service which allows both bulk verification of mobile numbers (to check if still registered with a mobile network) and to provide you with a report to allow you to pre-emptively contact candidates to gain updated numbers.
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Additional Complimentary SolutionsCall Recording
Benefits of Call Recording
Award winning solution Regulatory Compliance/Best Practice Attach excerpts of recordings to email as mp3
files e.g. for candidate interviews Training & Monitoring Of New & Existing Staff Demonstrate Standards & Procedures£ Business Protection - Establish Facts - Prove
“Who Said What”
Also available Call Reporting & PC Wallboard Display
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Return On Investment
• Hard Benefits
Time savings both for inbound and outbound calls.
Typically each Consultant will save approximately 16 minutes per day - everyday this saving works out the equivalent of 0.5 FTE per 13 consultants
Solution priced per user Typically 6 months or less ROI
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200+ Consultants - 3 SitesCase Study – Works for Big & Small
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10 user - Construction Recruitment Customer
“When investing in technology it's not always easy to see clear and tangible benefits. Our CTI system has one click dialling, caller recognition & reporting functionality, all of which provide real business benefits. The most precious of these is time. Misdialling is eliminated, one click is many seconds faster than manual dialling, callers receive a more personal service and are directed to the relevant team member more efficiently (all the more important in London with a very diverse customer base). It's therefore an all-round better experience for both customers and staff.
The functionality is a no brainer; you would not think about making & receiving hundreds or thousands of calls per week on your mobile phone without adding the contacts into it so why would you not do it with you main business phone?”
Case Study – Works for Big & Small
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Oaks middleware solution uniquely connects to any modern telephone system including (if your system not listed please enquire)
Aastra Avaya IP Office Cisco LG IP Cortex Mitel NEC Panasonic Samsung Shoretel Toshiba Unify/Siemens
Also works with some hosted system such as Cisco Call Manager, Mitel 3300, Broadsoft & Asterisk Based)
No need to change the system
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Client & Candidate update information extracted overnight via XML
Client PC/VM required - “CTI Server” software is 3rd Party and can be hosted locally at site or in a datacentre
Phone system needs to be “CTI” ready - this means caller ID is active on the lines and the phone system has a CTI connection and licence installed (varies from free to £400 depending on system)
Client software can operate in “silent mode” or provide additional features and functionality - works well on an individual PC or Terminal Server setup
Notes about system deployment
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Established in 1987, Head Office in Poole, Dorset. Employ 60 members of staff Hold official accreditations/partner status with
many phone system manufacturers Provide Call Recording, Call Management & CRM
Telephony Integrations (CTI) – Award winning solutions
All solutions are written and supported in-house Oak have over 20,000 solutions installed Globally Bond Solution Partner For CTI For 6+ Years
A little about Oak Innovation
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Communication Problems Solved
There are several issues that influence effective communications
Telephone numbers are slow to manually dial - Click To Dial Candidates frequently change telephone numbers - New Number Capture More diversity means names are non-standard and hard to spell -Screen
Pop Monitoring staff productivity - Extension Status/Call History/Bond
Reporting Effective training/coaching - Call Recording Differentiate from competition - Enhanced Customer service/experience
