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Telephony 3CX
What if all lines are busy?
Excellent customer service starts with good accessibility. As a 3CX silver partner we deliver and manage your complete telephony environment.
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How a call finds its way
A phone system is at its core a set of rules: who is responsible for what, at which moment, and what happens when nobody answers. We call that the call plan, and you decide what goes in it.
Whether the call then lands on a desk phone at the office or in the app on a mobile makes no difference to the caller. For your colleague it decides whether working from home means being reachable or not.
Your customers need to be helped efficiently
“Available anytime, anywhere” is the motto of many IT companies. It’s a nice phrase, but we believe it misses the point of good accessibility. No organization wants to be available 24/7, apart from the emergency services. What you do want is for customers to be helped quickly and efficiently when they contact you. No long wait times, no need to repeatedly tell your story, but instead, you get the right answers immediately.
Depth — because you read attentively
What “helped efficiently” concretely means is written in the call plan. It records what happens per situation: within office hours the phone rings at the right department first, outside office hours the caller immediately hears where they stand, holidays run their own scenario and in a queue the caller knows their place.
The nice thing about that plan is that it is yours: when your organization changes, the plan changes with it. A new location, different opening hours or a temporary campaign line is an adjustment, not a project.
A good start is half the battle
We always start by drawing up a well-structured call plan. By considering scenarios such as “What happens if all lines are busy?” and anticipating this with a well-thought-out strategy, you ensure that your organization is always easily accessible. Once this is in place, we will start thinking together about what the telephony environment itself will look like. For example, do you only want fixed devices or also DECT devices? Are you going to use fixed-mobile integrations and how many users do you have?
The power of 3CX
The need to communicate with companies via text has increased dramatically in recent years. Therefore, don’t rely solely on phone calls; instead, communicate via live chat, WhatsApp, Facebook, and SMS within the same environment. Fewer and fewer people reach for the phone first; they would rather send a message with a question. Smartly capitalizing on this will ensure your colleagues can have consistent and structured conversations.
What should you consider?
A call plan answers four questions. Yours will look different from the next company’s, but these are always on the list.
During office hours
Is everyone’s phone ringing, or is there a group or order? What if someone is busy or there are long queues?
Outside office hours
What if customers contact you outside office hours? What are the office hours? Is there an emergency number? Who answers and what do customers hear?
Departments
Which departments are there within the company, and do they have their own numbers and operating hours?
Holidays
On which days are you closed and what does the customer hear then? Also think about the possible emergency service.
With our extensive knowledge of 3CX, we can provide a tailor-made telephony solution that perfectly matches not only your communication needs, but also those of your customers.
Want to discuss your telephony?
Hardware
We also configure / supply suitable hardware and web applications.
Fixed amount
All the features you need for one monthly fee.
Telephony (3CX) at our customers
As an organizer of business trips, good accessibility matters enormously to EMboost. We deliver and manage their complete omnichannel telephony environment.
At Uniglobe Alliance Travel we provide the entire IT environment. This includes fixed telephony, workstations, Microsoft 365, backups, and we built their complete ticket system.
Together, let’s turn your IT problems into a success story. IT that works for you and supports the growth of your business. Contact us today and discover the possibilities!
Your next step
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At Uniglobe Alliance Travel we supply the entire IT environment. This includes fixed telephony, workstations, Microsoft 365, backups, and we built their complete ticket system.
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Want to discuss your IT needs?
Tell us what you are running into. No obligation, and you will speak to the specialist who would actually pick the work up.
Quality is paramount to us
For us quality means three things at once: meeting the requirements and expectations of our customers, living up to our own professional standards, and working to established norms and guidelines. That last one is audited every year by an independent party, DNV. Not because a logo looks good, but because it forces us to keep our own agreements on the days when it is busy.
- ISO 9001 — quality management
- Our processes are written down and measured: how a report comes in, who picks it up, what was agreed and what was done. That is why you get the same way of working from us, even when someone else is at the controls.
- ISO/IEC 27001 — information security
- Access, authorisations, logging, backups and incident handling are set up to the standard and audited periodically. On information security and privacy we are deliberately not flexible: there we follow the norm.
- NEN 7510 — care and sensitive data
- The additional Dutch standard for organizations working with health data. If you work in or for healthcare, you do not have to take our way of working on trust: it has been audited.
The certificates are one click away: ISO 9001, ISO/IEC 27001 and NEN 7510 (pdf). If you want to check our margin on hardware, you may have an audit carried out once a year at your own expense.
What customers ask us most often
Can we keep our numbers?
Yes. Number retention is standard when switching; we handle the porting and plan it so you are never unreachable during office hours.
Does 3CX also work on my colleagues' mobiles?
Yes, with the app on iOS and Android. You call from the company number instead of a private one, and colleagues see in the app who is available.
What does telephony cost per user?
That depends on the number of simultaneous calls, the handsets you want and whether you take call minutes or a bundle. We work it out for your situation instead of selling a package that roughly resembles it.
What happens outside opening hours?
You decide that yourself in the call plan: a message, a forward to a mobile, a queue or a menu, per day and per time of day. We set it up with you and adjust it as your organization changes.