As 3CX’s New Zealand recommended service provider, leading Auckland-based telecommunications company UFONE, are excited by the new features just announced in the version 16 update.
3CX is a leading global Voice-over Internet Protocol (VoIP) IPBX software developer. “A significant emphasis in the version 16 update is all about guaranteeing that there is an edition that will be ideal for every customer’s unique needs,” says Nigel Rayneau, CEO of UFONE.
“It offers new ways to improve customer service, boost employee productivity and at the same time, easier system and of course cut costs,” says 3CX CEO, Nick Galea.
More Ways to Communicate
“In version 16, we have taken 3CX beyond unifying communication between team members and extended it to improve customer service,” comments Nick. Version 16 allows you to communicate in more ways and more effectively with call centre improvements, contact centre functionality, CRM integration improvements, service quality monitoring with a brand-new web switch board.
“Customers these days don’t just want to be able to call your main number. They also want to reach out to you by chatting on your website so we have built a new contact centre feature,” adds Nick.
The 3CX Live Chat & Talk has integrated live chat which allows customers to chat or call you from your website in which the same agents that handle calls can now also handle chats. The chat can be elevated to a call at any time if needed.
With the 3CX Live Chat & Talk your customers won’t have to switch to a PSTN after chatting making it more seamless for the customer. Agents don’t need to learn and use two interfaces and administrators don’t need to manage multiple systems.
Version 16 has improved server-side CRM integration, which now supports more systems and integration functions and support for in built CRM dialer apps. This means you can now have a complete trail of customer communications before you answer a call.
Browser Based Applications
Vital to delivering excellent customer service is the ability to monitor when and how your customers are being helped. In version 16 you can do this effortlessly with the new web-based switch board.
This web-based switch board has improved call recording which has advanced search, call transcription and remote archiving to Google Drive or NAS.
The beefed-up call reports have greatly improved report accuracy and will have more features being added in coming updates.
Now out of beta, the web based WebRTC softphone allows calls to be taken from a browser and can also help in controlling calls on an IP Phone or Smartphone.
With version 16 3CX you no longer need a separate video conferencing subscription. 3CX’s integrated WebRTC based web conferencing feature just got even better by adding an ability to dial-in to a web meeting by phone, optimized bandwidth usage, Browser extension-less screen sharing and support Logitech cameras and systems.
To improve productivity of employees, version 16 comes with a greatly updated corporate chat that now has support for files, images and emojis. “It has been upgraded to be on par with WhatsApp so users are instantly familiar with it,” adds Nick.
Improved Office 365 Integration
Version 16 comes with real time syncing with Office 365 integration and can now support all Office 365 subscriptions. If you add or delete a person from Office 365 it will do the same in 3CX automatically. And even better with version 16 you can now have contact and calendar sync.
More Advanced Features
The system admin is not forgotten in this update. In version 16 there is improved security with global IP blacklist, updates to latest components and OS and a IP whitelist has been added for the 3CX management console.
A Multi Instance Manager has been added as well as drastically reduced memory and processor usage lower cloud instance requirements, call Quality reporting via RTCP statistics, a “Copy Extension” function and other admin usability improvements and you can now even run 3CX on Raspberry Pi.
All Supported by Ufone
With a strong focus on providing superior customer service, UFONE are exceptional at providing technical support and regular test to ensure all features work unfailingly. “At UFONE we are also locally based, meaning that our expert staff are available 24/7 to deal with any support issues our users may face,” adds Nigel.
Check out this video of Nick Galea talking about version 16 here:
UFONE provides reliable business to business VoIP services throughout New Zealand. UFONE also provides expert end-to-end support, right from your desk phone to our core network. UFONE is also proud to be a 3CX platinum partner. All our data centres are located right here in New Zealand so you get the benefits of faster speeds and quicker response times.
Phone: 0800 508 888
Phone: 0274 587 724