From ordering to complaint management: despite all the possibilities of digital communication, a customer's touchpoints often lead via the phone.
The majority of customers prefer direct conversations.
Customer expectations for fast and competent service are higher than ever. We’ll show you how the UC features of XPhone Connect help you meet these rising demands, handle customer inquiries efficiently, and sustainably improve your customer service – even across multiple branch locations.
The personal connection to the customer
Retail has always been dependent on the customer's expectations – and these are high. Customers expect retailers to provide clear, structured and efficient communication, a personal approach, transparency and a seamless shopping experience across all channels. A consistent customer journey should lead to a positive experience and, ideally, to a returning customer.
In highly competitive markets, first-class customer service is essential. Availability by telephone plays a key role. This is because the majority of customers prefer direct conversations. Complex problems in particular can be solved better on the phone than by email or even via a chatbot, and there are fewer misunderstandings. A direct contact person can foster the relationship. It creates trust and takes the wind out of the sails of conflicts.
In retail
XPhone simplyfies internal communication between branches, headquarters and remote workers as well as cross-location collaboration. The presence management of the UCC integration for retailers shows the availability of colleagues so that customers can be quickly connected to the right contact person – thanks to the team overview even across different locations.
In Wholesale
XPhone ensures efficient communication with suppliers and customers. Telephony can be integrated with existing ERP and CRM systems, making information exchange easier. Employees working on-site or in the field can use the Softphone Mobile to make calls from anywhere under their office extension, ensuring a high level of availability.
In E-Commerce
the demands for a quick response and availability of the retailer are particularly high. Both large and small online retailers can get a grip on the increasing call volume with optimised call distribution. The integrated analytics tool helps to identify peak loads and allocate resources more effectively – ensuring customer service that stays close to the customer.
Why XPhone Connect
- Hotline management | Your employees can log into the cross-location support hotline from different branches and also working from home.
- Maximum availability | With the team overview and with the works council-compliant presence management, the call center has an overview of all presences and can connect callers in a targeted manner.
- Completely mobile | Thanks to the mobile app, employees can also make calls on the move using their business extension, regardless of the device.
- Save costs | XPhone Connect is compatible with numerous telephone systems or acts as a PBX itself so that you can continue to use your infrastructure.
- Flexibly expandable | XPhone can be flexibly expanded to additional employees, remote workspaces or locations.
- Highly scalable | From simple telephony software to a complete UCC solution: XPhone has the solution for every application scenario.
- Data protection compliant | XPhone is an on-premises solution. All data (e.g. contacts, chats) is stored on your own server.
- Proven solution | XPhone Connect is already used by more than 1.2 million users worldwide.
- European developer | With XPhone, you not only benefit from 25 years of UC experience, but also rely on a German software developer that tailors its solution to the needs of the European market.
- Remote work compatible | Thanks to the softphone, mobile app, AnyDevice, meeting function, screen sharing and presence management, your employees can also work effectively and transparently from home.
- Intuitive to use | The UC solution is designed to be straightforward and intuitive for both the IT administrator and the user.
With XPhone Connect UCC software, you can optimize your communication processes – specially tailored to the challenges of modern retail. From the online store to logistics and communication between branches and headquarters, XPhone offers solutions that can be seamlessly integrated into your workflows.
Your benefits: no communication bottlenecks and increased efficiency for your teams.
The customized CTI functions for retail help you to adapt to constantly changing market conditions.
XPhone Connect is scalable according to your needs.
How communication becomes a sales driver
Make your communication future-proof. We can help you do this – with a customized UC solution. The first step: a 15-minute warm-up.
Telephone availability as a success factor
Communicating efficiently with customers
Despite – or perhaps precisely because of – the overwhelming range of digital communication channels, many customers still want the option to contact a retailer directly by phone. This makes it all the more critical for business success that telephony is reliable and professional, ensuring that callers are not kept waiting in long queues or passed around before reaching the right contact.
To achieve this, XPhone Connect supports you with four seamlessly integrated features:
- First of all, the Auto Attendant announcement and call transfer system ensures that calls are answered and transferred to the right location. The Auto Attendant already recognizes your caller's telephone number: depending on the country code, you can play announcements in the appropriate language or forward a caller to the right branch via voice guidance.
- The hotline management integrated in XPhone optimally distributes incoming calls to your service team. As hotline staff can be located at different sites, the solution makes a decisive contribution to optimizing communication between branches and head office. Access to the hotline while working from home or on the move is also possible without any problems. You can set up individual distribution strategies, business hours, threshold values and follow-up times for each hotline.
- If a situation cannot be resolved by a service employee, he or she will transfer the call directly to an expert. Using the team overview, hotline agents can see at a glance which colleagues are available. They can connect the caller, make enquiries or set up conferences.
- With the help of the analytics function, you can quickly identify peak loads and loss rates for your hotlines and act accordingly. This makes it easier to plan employee resources and increases the efficiency and quality of customer service.
Request an individual quote
Whether you opt for a license purchase or a software subscription, service packs or a tailored integration – we’ll be happy to prepare an individual quote for XPhone Connect.
Avoid bad customer experiences
Dissatisfied customers not only damage sales, but above all a company's reputation. Long waiting times and a lack of information cause resentment. Disgruntled customers in turn affect the job satisfaction of employees – a cycle. The XPhone Connect UCC software addresses both sides of this issue, ensuring clarity and efficiency and thus promoting a positive user and customer experience.
Hand in hand
Telephony integrated into infrastructure and business applications
EASY TO INTEGRATE INTO YOUR IT LANDSCAPE
Many retail companies have evolved structures and correspondingly individual processes. This makes it all the more important for communications software to be based on the existing infrastructure.
XPhone Connect integrates seamlessly into a company's existing IT landscape. The UC solution can also connect the various telephone systems of individual sites, thus creating a company-wide, unified communication platform.
INTEGRATED WITH YOUR CRM AND ERP SYSTEM
XPhone is just as integrative when it comes to ERP, CRM, and merchandise management systems. Through the directory, XPhone can access data from SAP, Salesforce, Microsoft Dynamics 365, and more, bringing together communication and business applications.
You can define individually which data XPhone displays directly in the client. The advantage: when a customer stored in the CRM calls, their full name immediately appears in the caller pop-up. Once the call is accepted, the XPhone dashboard opens, where further data from the connected systems can be displayed , e.g. outstanding invoices or complaints.
The reverse is also possible: if required, we can develop the integration of caller data from XPhone in CRM for you as part of our Professional Services.
The advantages of integration the communication software with ERP and CRM are obvious: data is synchronised in real time between the different systems. This ensures consistent and up-to-date data and reduces the susceptibility to errors. Employees no longer have to type or copy information, which increases efficiency.
UC solution for networked branches
Accessibility across locations
Decentralization and modern workplace scenarios require a high degree of flexibility in telephony. Employees often work at different sites or remotely – and, on top of that, with a variety of devices.
XPhone Connect offers a convenient solution for this: with Softphone Mobile, employees use their softphone via the app on their smartphone. This way, they can always make calls under their office extension, regardless of their location. All functions of the desk phone are retained: whether forwarding, consultation or call toggling.
As vendor-agnostic UCC software, XPhone can be connected to a wide variety of telephone systems. This means you benefit from a powerful communication platform even in a heterogeneous ICT infrastructure – without the costly need to replace existing systems.
XPhone in use
Real-world use cases
Situation | A customer calls and has a question about an order.
Problem | The customer expects help quickly, but the employee first has to search for the customer data because he does not have direct information about the caller.
Solution | Quick resolution of customer information via the XPhone Dashboard: Central databases (CRM, ERP) of the company can be integrated to provide a complete customer profile as soon as a call comes in. This means that your employee not only knows the customer's name, but also sees all the relevant information in the dashboard.
The benefit: The employee saves both himself and his customer valuable time and tedious searching and document poring.
More about the XPhone Dashboard
Situation | Customers like to pick up the phone to get personal advice, especially when it comes to larger purchases or products that require advice. If they can't get through, they turn to a competitor. A busy signal is a sales killer.
Problem | Ensuring availability and at the same time acting efficiently or avoiding idle time is a top priority. But call volumes can vary greatly. It is difficult to predict when more or fewer staff are needed. And above all: when calls are being missed.
Solution | The intuitive hotline management system TeamDesk is easy to administer and can be flexibly scaled to cope with peak loads. Teams can quickly organise themselves with. Thanks to the comprehensive analytics function, the team leader knows exactly when load peaks are particularly high. And with the team overview hotline staff see at a glance, who of their colleagues are available.
More about hotline management & team overview
Situation | Employees are often not tied to a single location but work flexibly – whether across different branches or out in the field. On top of this, modern working models such as hybrid work and working from home add to the challenge.
Problem | The desk phone has to be changed every time an employee is not at their desk. To be reachable on the go or in another branch, they need an additional business mobile or end up using their private smartphone. What often is missing is clear information on where colleagues are and whether they are actually available.
Solution | XPhone provides two answers: First, every employee can be reached via softphone under their personal extension, whether on a desk phone in the office, on a PC while working from home or on a mobile phone. Second, the presence status shows at a glance wheather a colleague is available, in a meeting , on the phone a call, or working from home but still reachable.
More about device-independent telephony & presence management
Situation | A DIY store wants to do without DECT handsets and landlines for business reasons (e.g. service contracts).
Problem | All employees need a comparable alternative to the previous telephony solution. There will no longer be any landline sets and DECT telephones that are connected directly to the PBX. Extension numbers must be set up as virtual extensions. Call pick-up groups that have already been set up must be migrated. And what happens to call forwarding, announcements, gate and elevator control and analog interfaces such as fax?
Solution | With XPhone, you can enjoy the benefits of a VoIP telephony solution that means you are no longer tied to physical telephones. Your employees can make calls directly via the PC using a softphone. This means they are not tied to a fixed workstation. With the softphone in the mobile app, employees who move around the company premises a lot, for example, can make calls in the Wi-Fi via their office extension.
More about the softphone from XPhone Connect
Situation | A new branch with a few employees is to be opened near the company's headquarters.
Problem | The branch cannot be connected to the headquarters' LAN. Connecting desk or DECT phones to the PBX at headquarters is very complicated.
Solution | With XPhone, employees can log into the headquarters' infrastructure from anywhere via Wi-Fi and VPN. They make calls as usual via softphone using their office extension. If, for example, the new site is a showroom and no Wi-Fi connection connection is to be set up, employees can still make calls using their business number. With Softphone Mobile, the complete contact data is available in the XPhone app in compliance with the GDPR.
More about the XPhone Mobile app
Situation | Uniform communication software is to be introduced to ensure external accessibility and at the same time optimize communication between different teams and locations. However, different telephone systems may be in use at the various locations.
Problem | Communication software often requires a homogeneous ICT infrastructure. However, this is usually not the case in many companies due to established structures and individual processes. A conversion would be expensive and time-consuming.
Solution | The XPhone server is multi-PBX-capable and can connect to different telephone systems. With the help of an SBC (anynode), SIP trunks can be registered and used as a transitional solution until the telephone systems are fully migrated. This way, you maintain flexibility. And even if your architecture changes, XPhone ensures you are well prepared for the future.
Here you can get an overview of XPhone Connect
Most popular
The XPhone UC Tools users love
Hotline management
How satisfied a caller is in the end depends crucially on your availability. The crux of the matter is that solutions for intelligent call distribution are generally not only expensive and complex. Above all, they are isolated solutions that cannot be integrated into corporate communications. With TeamDesk, you get the best of both worlds: intelligent call management that is significantly less complex and expensive than a call center solution, but offers far more than a simple ACD or group call.
Accessibility guarantee
Thanks to AnyDevice (making calls under the office number with any device), you can control any telephone - whether mobile or landline - with your XPhone client. Simply enter the number of the desired device into your client. That's it. With the help of AnyDevice, you can set up your hardware in seconds and without any additional investment in infrastructure. You can see who the caller is from the very first ring. And you can expand the call into a conference or toggle it as required.
Presence management
How can you see whether colleagues are at work? Especially when working from home, it is important to communicate attendances and absences. This is where XPhone Connect's presence management comes in. With the clear presence management, you can see at a glance which colleagues are available, who is in an appointment, on the phone or has activated call forwarding. The automatic calendar synchronization keeps the status up to date.