Grow your Business

All businesses need to grow revenue to survive. Open Communications can help you acquire and retain customers by improving the responsiveness of sales teams, shortening order to delivery times and enhancing the customer experience. More and more, consumers are making choices on who to do business with based on how green the company operates.  As you think of ways to better service your customers, don’t overlook this important criteria in their minds.

Successful companies put their customers at the heart of what they do. So when a customer calls, an agent is ready to answer it immediately; sales people can be reached wherever they are in the field; and customer service teams have access to the information they need to help customers, when they need it.

All companies have the potential to be this effective. The secret is having the right business communications solutions and services in place to help you respond faster to customer demands and make your people more accessible.

As its name suggests, Open Communications is about opening up corporate communications. Open Communications solutions can help your business grow revenue by empowering your agents to respond to a customer’s call the first time they ring and putting customers in touch with your people the quickest way possible. Open Communications also makes it easier for colleagues to collaborate with one another, giving your sales teams immediate access to any specialist knowledge or information they need, so they can increase the time they spend selling.

It’s about making all this as easy as possible: so fixed line and cellular communications can ‘talk’ to one another, employees can move from one network to another seamlessly and customers only need to remember one number to reach you. Using Open Communications feels natural, and that’s because it is. In a world where life seems to be moving faster than ever before, Open Communications is a reminder of how the simple things – being there for new and existing customers – can be the most effective.


Close sales faster with unified communications solutions

Speed is of the essence – especially when you have a potential customer ready to sign on the dotted line. Don’t leave customers waiting for answers; give your sales teams immediate access to the experts and information they need using Siemens’ unified communications solutions. OpenScape UC Application applies the intelligence of presence technology across all networks, media and devices, so you know exactly where and how the person you need can be contacted.

Did we mention that it’s based on our Open Communications approach and will integrate easily with your sales applications, like SalesForce.com, to give your customer-facing teams all the information they need in a familiar format in the context of when they need it? It’s all done in real-time, so not only do you impress your customer with a fast response, but also hopefully close the deal there and then, before moving onto the next opportunity. And as any sales person knows, that’s good for business.


Win new customers with a superior communications experience

You can almost guarantee that if you don’t answer that prospective customer call, one of your competitors will instead. Our OpenScape Contact Center business communication solutions reduce call abandonment rates by empowering your agents to respond to a customer the first time they call.  Skills-based call routing solutions match the skills of your agents to the types of calls they answer, increasing first-time call resolution. And for those times when an agent doesn’t have the information to help a potential customer, use our presence and collaboration tools to track down the information or people that can and impress your customers with a high standard of service. It doesn’t matter if customers reach you via the web, email or contact center; your agents have all the tools they need to deliver a consistent customer experience.
 

Retain satisfied customers with first contact resolution

Customer service is about more than a smile and ‘how can I help?’ It’s about delivering an experience that distinguishes you from your competitors. At the very least it’s about answering calls promptly and dealing with your customer’s query the first time they call. Why not also be a bit clever and find out why people call in the first place? Our OpenScape Contact Center solutions enable easy reporting on productivity and customer interactions. So you can find out what topics generate the most calls, for instance, and arm your agents with the answers they need to manage most customers’ queries on their own.

Using our unique presence and collaboration tools your agents can resolve trickier customer issues faster and more easily than your competitors. The end result? Satisfied and loyal customers that are more likely to buy from you in the future. Our OpenScape Contact Center solutions let you use screen pop-ups so you can synchronize promotions or cross-sell opportunities that fit with the subject matter of the call. It’s a smarter, more effective way of growing revenue, which will leave a smile on the face of your customers too.

Now you can provide these high levels of service with a virtual, distributed contact center, with agents who are not commuting, not sitting stalled in traffic and not polluting. Our Open Communication solutions make it possible for you to do the right thing to reduce your organization’s impact on the environment while simultaneously improving customer service levels and the morale of your employees. Ask us how we’ve done this for others around the globe.


Reach out to new customers with Mobility business communication solutions

Most sales people spend their time out of the office, as that’s where their customers are. Why not make them even more productive with access to the sales applications they need out in the field? Our Mobility solutions give sales teams the freedom to work where they need to be with access to the resources they need to turn sales opportunities into tangible customers. Inside the call center, sales and product experts can be quickly connected to customers even if they’re on the road, providing first call response to potential customer questions and speeding up the sales cycle. Our one-number service puts prospective customers in touch with their sales contact, regardless of where they are or what device they’re using. The total customer experience is further improved as ongoing calls are not interrupted based on poor cellular network coverage but instead are seamlessly roamed to the WLAN or vice versa without the customer even noticing. From the point of contact through to gaining that first order, your sales force is more available and more productive than your competitors. Now that’s a winning formula.


Connect with your customers quickly and easily

Time stands still for no one – especially a customer who’s trying to get hold of you. The pace of communications has sped up, and customers expect to be able to reach you, wherever you happen to be. As sales and service people aren’t usually in one fixed location, this could be difficult. But not with our Mobility solutions, which give your employees the freedom to move around, without leaving them incommunicado. In fact, our Mobility solutions, such as HiPath MobileConnect extend all the benefits of fixed line communications to wherever you are, on campus or on the road. We call this Fixed Mobile Convenience. So whether you are connected via the corporate WLAN or public cell network, your customers can reach you on a single number and voice mailbox. No more remembering several numbers, and no more telephone tag with customers. It’s that easy.