Commenting on the 25-50 user PBX market Chris Illingworth, Channel Director of call recording company Liquid Voice, told Comms Business Magazine, “Our reseller partners are telling us that customers of this size are increasingly looking for value added capabilities to justify a new telephone system not just replacement systems.
“As these SMEs operate in an increasingly competitive environment, they are saying ‘anyone can make the phone ring, but what can you do for me to give me a real competitive advantage?’
“Price is obviously still important but they need and expect the applications which will allow them to compete effectively with their larger counterparts.”
“In other words, what applications can you provide which will improve efficiency and quality within my customer service department and in turn help sales drive my business forward?”
GB Telecom (Scotland) Ltd, an SME provider with over 23 years experience in the telecommunications industry, agrees.
“We have partnered with Liquid Voice to front many successful deals recently,” commented Gordon Brown, Managing Director of GB Telecom (Scotland) Ltd.
“Customers want to know that you understand their industry sector and how you can make a real difference to their business.
“So customer service centres are attracted by the benefits of call recording for quality monitoring and sales departments find that Computer Telephony Integration and delivering recordings to contacts details within a CRM solution gives them a real advantage.
“Liquid Voice has provided us with in-depth training, sales, technical and marketing support which now allows us to ‘front’ our pitch with application led solutions and therefore win the telecoms business.”