Phone, live chat, and help desk all-in-one

Connecting with customers is vital to the growth and prosperity of your business.

Traditionally, customers wanted to connect with a business by going into the storefront or connecting via phone.

Now, it’s more common to have a customer want to send a message via social media or start an online chat on the company website; customers demand more flexibility and availability when it comes to what they expect of business communications.

With all of the different ways that customers want to communicate, it can be difficult for businesses to keep up.

Manpower is needed for emails, phones, online chats, and social media exchanges.

It’s also important to be able to track communications in the event that there needs to be a case follow-up, as well as monitor any problem areas arising in the business.

How do you juggle the logistics?

3CX is the answer.

3CX is a full-featured phone system with call queues, built-in video calls, web conferencing and much more.

In addition to that, with 3CX you can integrate website live chat, Facebook, and text messages into your communications arsenal.

These features are all remote-friendly. Your team can use them from anywhere via mobile and browser apps.

3CX is also open-platform, and is compatible with popular IP phones and SIP trunks.

Sounds great, doesn’t it? Well, it gets even better from there because 3CX just got an upgrade.

Welcome to 3CX v18.

3CX has beefed up their core system and increased their reliability and compatibility

Their 3CX ISO now deploys Debian 10 (Buster). Don’t worry v16 users, you’ll be upgraded to Debian 10 seamlessly.

The tunnel has been merged in the media server, which reduces memory consumption by about 20%, improves audio quality, reduces reconnect time, and improves reconnect success.

SPD Renegotiation is improved, which means that there is better compatibility with more providers, one-way audio issues that could occur are fixed, improved accuracy of reports, and the ability to record only internal/external calls.

V18 is compatible with IPv6 DNS records (AAAA).

3CX has also implemented new gateway service that’s responsible for integration with third party systems. They’ll also host REST API in the future.

Management and deployment have also been improved with v18

SSO (Single Sign On) – For the webclient and management console.

E164 caller IDS – Caller IDs can now be converted into standard e164 format.

Audit Log – System changes are now logged and specifically outline who changed what and when.

DNS Helper service – Removes the need to specify the local and remote IP. This helps ease deployment and removes the need for users to select whether they are outside or inside the office to use the webclient or the apps. It also simplifies moving from on-premises to the cloud.

Ability to provision a Raspberry Pi – This can be done remotely as either a PBX or an SBC. This allows you to drop ship a device to a customer, and there’s no need to connect a keyboard or monitor in order to install 3CX.

This allows you to drop ship a device to a customer without needing to connect a keyboard or monitor in order to install 3CX.

Improved Contact Center features

Live Chat and messaging features have also received an upgrade.

The improved Live Chat box allows for themes, improved collection of email and name, different startup modes, and overall better configurability.

For improved communication via text, 3CX allows for SMS 2.0 – Rich Communication Services (RCS).

The webmeeting portal will now be hosted on your 3CX instance

All of your meeting data will be stored locally and completely confidential.

Your click2call and click2meet URLs will now be unified.

In the future, you will be able to use public or private MCUs.

The webmeeting portal has improved dial in capability.

Improved Help Desk solutions

For efficient tracking of customer issues, 3CX will bundle a help desk solution that allows agents to create a support ticket from a call or a chat.

In addition, it’s easy to connect an email address to the helpdesk system so that you can resolve and track customer support requests. 

As a separate helpdesk system will no longer be needed, you’ll save on time, training, and admin costs.

3CX customer feedback ideas implemented

There have been several customer inspired upgrades incorporated into v18 as well.

It is now possible to skip the voicemail greeting option.

The menu option provides both dial by first name and dial by last name possibilities.

User pictures can be imported and synced with Office 365.

It’s now possible to hide IVR, queue, and ring groups, all from the company phonebook.

In the near future, additional features will be included. Soon, it will be possible to schedule multiple audio conferences, create a simultaneous call tracking report, schedule a meeting from Outlook, and see a visual representation of the system in night mode via Chrome extension or app.

3CX just keeps improving.

With all that 3CX has to offer your company, now is the time to take your business to the next level.

RHYNO Networks is a proud 3CX partner and can guide you through the whole process with ease. Give us a call today. (855) 749-6648