The business telephony system is still the lifeblood of business today, one needs to ensure it provides the necessary workflow automation, productivity tracking and management reporting to effectively manage your business.

Euphoria Telecom CEO George Golding says SMEs need to invest in a reliable and high-tech communication infrastructure to remain competitive. "Automation is the key to consistent and dependable customer service and as your business grows, you will need to increasingly rely on automation to offer the best possible customer service."

Euphoria Telecom constantly invests in the development of their system and it treats it as a dynamic and on-going challenge to meet the needs of its customers. Furthermore, it provides a professional and highly competent business telephony system that will improve business efficiencies and elevate operational structure.

The company joined forces with Salesforce to offer more business functionality with far less effort, through seamless integration powered by the need for business efficiency and cloud technology. Salesforce has been rated ‘Most Innovative Company' by Forbes for three years running. It is a trusted, leading customer relationship management (CRM) company.

Saleforce runs a customer-centric business using technology to organise, automate and synchronise sales, marketing, customer service and technical support. Technological innovation offers simple deployment, which encourages high adoption rates.

Golding says Euphoria's built-in Telephone Management System (TMS) provides extra insight at no extra cost. "See who your staff is calling. Outgoing call logs show exactly which extension dialed which number and at what time of the day. The call recipients are listed by number, or name if they’re in your address book. You’ll be able to see not just the busiest extensions, but also the most frequently dialed numbers."

"With detailed records of incoming call volumes every day of the week and hour of the day, you can effectively predict your busiest times, making sure you have all hands on deck for peak periods, and aren’t over-staffed when it’s quiet," he says.

With Euphoria’s call queue analytics, customers can see all the performance details of their queues, including wait times, response times, queue lengths and peak activity periods. Updated in real-time, this can be invaluable in terms of optimising operations and heading off problems before they reach critical points.

He says one can also assess the performance of agents. "The Euphoria TMS provides detailed reports on the activity of each extension assigned to a queue, throughout the day. View the number of calls received versus the number of calls answered, as well as average call lengths and total call times. It’s a great tool for assessing productivity and encouraging a healthy work ethic."

Euphoria Telecom offers an innovative business telephone service to over 600 SMEs including Galaxy and Co, Romans Pizza, Altech ISIS and Groupon. We are the fastest growing and only locally developed system with innovation awards from Price Waterhouse Coopers and Accenture.

For more information contact Euphoria Telecom on (010) 593-4500 or email sales@euphoria.co.za or visit www.euphoria.co.za