Ringio Combines PBX and CRM Functions in Hosted "Rich Calling" Service

One big problem for companies in handling customer calls is uninformed answers. That is, the person answering the call has no idea who is calling or why. Large companies solve the problem by using call centers, which integrate high-end CRM (customer relationship management) systems with sophisticated call-handling systems. For smaller companies, integration of hosted or premises-based IP PBXes with hosted CRM services is a good solution, eliminating the need for premises-based CRM systems. And a new "rich calling" service launched by Ringio at this week's eComm conference simplifies things even further. For a flat rate per user, it provides both IP PBX and basic CRM functions in a single hosted service.

Using the service starts with obtaining a phone number from Ringio. It can be a toll-free or local number, and forwarding or porting from other providers is possible. The second step is registering employees who will answer customer calls. That means providing phone numbers on which each will receive calls, which may be their mobile, desk or even home phone numbers. It also may mean assigning them tags, to make it possible to route incoming calls according to skills, departments etc. Each user then has to download the Ringio Adobe Air application, which runs on Windows, Macintosh or Linux computers.

The next step is to set up a contact list of customers who may be calling. The quickest way to do this is to upload the relevant Google contacts. In addition to name and company, contact data can include the Website the individual is associated with, as well as classification as VIP, normal or blacklisted. Check-boxes allow grouping by such categories as clients, co-workers, and family.

When a call comes in, Ringio acts like a typical corporate PBX. It provides keypress menus letting callers choose which individual or department they want to talk to, then pops up a screen on the appropriate employee's display. The screen displays basic information about the caller, and lets the employee click to accept the call, indicate that the line is busy, or put it on hold. If the employee accepts the call, his or her phone rings and the Ringio screen displays detailed caller information.

A key part of this information is a complete record of previous calls from the customer. Also crucial are notes that employees made during previous calls. An input box at the bottom of the window lets the employee add further information during the current call. The combined call records and notes provide a complete picture of the company's interactions with the customer. This represents a major improvement over the too-common scenario of customers' having to explain their situation again every time they call. Employees can also make outgoing calls to customers or other contacts by clicking on their names. When they do, Ringio calls the employee's and the contact's numbers and connects the calls.

Overall, the system amounts to a hosted service integrating PBX and basic CRM functions. As such, it provides professional call center capabilities to even the smallest companies with zero upfront cost. Rates start at $99 per month for the first four users, and $25 per month for each additional user. Ringio is offering a free trial through the end of July.

Client software for Android mobile phones is available. The next phase of development will include integration with online CRM services such as Salesforce.com, according to co-founder and chairman Michael Zirngibl.

Comments

[S Shinde]

Thanks for providing such a valuable & original information. Your blogs are always appreciated for their vivid presentation. Always keep us informed about the updates.

[Hosted PBX]

"A key part of this information is a complete record of previous calls from the customer..."

That would be possible with call logging and tracking.

[Inside Sales]

I've been using hosted CRM and it's working great. It keeps all of my leads organized! Have you ever had an experience with it?

[Online CRM]

This seems very interesting; especially getting the history of the caller's interactions done before. It definitely seems to be useful since it has all basic CRM functionality like one in an online CRM.