Feature Friday: Multiple Caller IDs

We’ve recently released a new version of our Call Center Agent (CCA), key software for the Telax Hosted Call Center solution. The latest version of the CCA (10.3) has a few new features that have come about from both customer requests and our own plotting. Today, we’re going to go over an improvement to an old feature, one that we’ve become so accustom to that I doubt many of us care to remember what it was in the dark ages before Caller ID. Exactly how we improved this classic feature is what I’ll explain in this week’s Feature Friday.

Home users want the same number displayed on every outbound call they make, for the most part they only have one number, but in the business world, some companies are multifaceted and have many toll-free numbers and departments. When agents make outbound phone calls, it’s important that customers see Caller ID information that they recognize. It not only prevents potential confusion, but it also makes the customer much more likely to answer the call. After all, many of us simply don’t answer anonymous toll-free numbers.

The latest version of the CCA allows agents to select the Caller ID information they want the customer to see. A single contact center might be responsible for vastly different services. One call may be a follow up for a landscaping company and the next for an internet provider. Having both calls come from the same toll-free can cause a myriad of problems. With the new CCA, it doesn’t matter how many numbers or services a company offers, agents have the ability to choose the Caller ID information on a call by call basis.

Not only are customers better informed of who's calling and how to call your company back should they need to, it's always important brand yourself as often and accurately as possible.

Stay tuned for more Feature Fridays that will cover some of the other new features the CCA now offers.