Our Solutions and Features
HighComm's Unified Communication
It is time to enjoy HighComm’s Unified Communication solutions, now more than ever.
Tightly integrate communications across devices and channels to provide a consistent, unified interface and experience, no matter which mode of communication your client chooses to use.
If you are ready to take your company into the 21st century, it is time to use our Unified Communication solutions.
HighComm's Unified Communication Capabilities:
Integrate your phone system with your CRM and allow your platforms to communicate and raise your entire operation’s efficiency.
Your software should help your team work faster, better, and more efficiently. This can only happen when your tools can talk to each other. Today, your software should be able to seamlessly integrate with your CRMs. When they don’t, companies must either change providers or patch together solutions that disrupt their workflows. From re-training employees to correcting mistakes, these concessions can cost companies lots of valuable time, not to talk about lost and unused data. That’s why having powerful but simple integrations can contribute to improved team performance. HighComm’s platform can be integrated into your existing CRM within a few minutes and just a few clicks. You can find different integrations with all leading CRMs from Salesforce to Zoho to Zendesk and more.
Start using your phone system from anywhere at any time, keeping your staff, customers and entire operation always connected. Providing your business, the needed mobility and flexibility.
Use a VoIP app integration to handle customer calls from your Android phone or iPhone, as well as from your computer. Since our advanced HighComm cloud-based phone system runs on remote servers, your smartphone or computer doesn’t need to be on the business network to handle calls. 3.9 million U.S. employees now work from home at least 50% of the time. Sales and customer service rank #4 and #5 in the top 7 industries for telecommuting. Workplace flexibility is a growing priority for job seekers in these industries. With HighComm’s mobile / desktop apps, staff members can work from home with nothing more than their phone, an app, and a quality internet connection.
A very important channel for internal communication within your company and the different departments, allowing all staff members to communicate while on live calls.
Internal chat enables real-time collaboration between support reps and staff members within the different departments. That means your customers no longer must repeat themselves to multiple staff members or wait for long times to receive answers for issues they have. This is great for enhancing customer satisfaction and raising your operation’s efficiency. That is why chat is a vital part of modern business communication.
Makes it possible to dial directly from the business application. The exact method varies between business applications.
Allows a business to send and receive text messages using your business number. It is done through the HighComm online SMS portal – business texting has never been this easy!
SMSs’ get read, are immediate and personal. This is a great additional channel to communicate with clients and prospects. You can send alerts, educate potential and existing clients, as well as up sale for new services. Our SMS portal allows you also to send out prescheduled SMS.
Send out bulks SMS campaigns to clients and prospects using your HighComm SMS portal.
These days SMS is a vital way of communicating with your clients and prospects. With the bulk SMS capability, you can launch marketing campaigns and help grow your up sales of existing customers. Our SMS portal allows you also to send out prescheduled SMS.
A fast and easy way to send and receive faxes through an online Portal or using your email. You can also connect your existing fax machine with an analog adapter (ATA).
Fax service is always on with no busy signal. Eliminate the cost of hardware and dedicated phone lines. Easily manage your incoming faxes through your online Portal, or via email, so you’ll never miss an important message. Send faxes from different devices – computer / phone (using your Portal or email). You can have toll-free or local number for sending and receiving faxes from around the world. Maximum control and security – transmit faxes securely over an encrypted internet connection. Any number can be used as a fax number.
Integrate your phone system with your CRM and allow your platforms to communicate and raise your entire operation’s efficiency.
Your software should help your team work faster, better, and more efficiently. This can only happen when your tools can talk to each other.
Today, your software should be able to seamlessly integrate with your CRMs. When they don’t, companies must either change providers or patch together solutions that disrupt their workflows.
From re-training employees to correcting mistakes, these concessions can cost companies lots of valuable time, not to talk about lost and unused data. That’s why having powerful but simple integrations can contribute to improved team performance.
HighComm’s platform can be integrated into your existing CRM within a few minutes and just a few clicks. You can find different integrations with all leading CRMs from Salesforce to Zoho to Zendesk and more.
By choosing the HighComm call center platform you ensure your company is well prepared to take on 2021. Achieving your goals and KPIs is within reach if you can be sure that your agents are consistently delivering great customer experience. Make sure the call center solution you select supports you in continuing to grow as a company.
If you are ready to take your company into the 21st century, check out our call center platform.
Call Center Popular Features
Queue callback, also known as automated callback, allows callers to save their place in the call queue and receive a call back when an agent becomes available. It’s no secret that many customers dread calling into businesses–long wait times and difficult call routing prompts can often lead to abandoned calls and displeased customers. With customer callback software, you can now give more time back to your customer’s day and eliminate sticking points that often lead to a poor experience overall.
By saving your callers time, you’ll reduce call abandonment rates and see customer satisfaction increase. Queue Callback saves your customers’ time, helps your agents easily handle calls, and helps provide a top-notch customer experience that will keep your customers calling back.
This feature is a call routing strategy where customers are assigned to agents with the most relevant skills for handling their concerns. With this routing system, the customer won’t have to deal with agents who aren’t equipped with the skills required to assist them, reducing the chances of them being angry. This feature is great for improve of customer satisfaction, reduce of agent training plus increasing first-call resolution.
Your call center is a fundamental part of your business. It’s therefore crucial to pay close attention to the quality of inbound and outbound calls that pass through your call center and make constant improvement a goal. Call monitoring can also be a great source of insight into the needs of the customer. It could be useful for people in sales or customer support positions. They can use the insights to make decisions about sales materials or product changes.
This feature allows a third-party to enter a call without ending or transferring a call. It can be useful when training new staff members or managing and helping resolve live issues within different department, such is technical issues. As a superior can you “barge in” and correct a rookie mistake. You can also use it when an issue is technical, and the original agent isn’t qualified enough to resolve the issue. When they see that an agent is struggling, they can step in to help the agent solve the problem. When they see that a customer is getting upset, they can intercede before churn happens.
Call pulling is the ability to push or pull a live call between devices. This advanced calling feature lets you move an in-progress phone call to your desk phone, mobile phone, or computer. The caller will not notice the switch and you, as a manager, will have the ability to take control of the live call and continue the conversation.
Using a call center platforms with all its features and capabilities is great to have, but to really understand their impact and optimize your operations, you’ll need to be able to monitor and measure your metrics. This is where the analytic tools of your call center software come into play. By being able to measure and track your analytics, you can improve team performance and make data-driven changes to your workflows. From missed calls to processing time, analysis and tracking functions differ depending on your chosen call center software. With HighComm you’ll get the needed insight into your call center performance, enabling you to directly monitor and evaluate your entire team’s productivity.
With the call whisper function, you can join unnoticed during a phone call, or write a note to your colleague, guaranteeing optimal call center customer support. From price negotiations to quality control and onboarding, there will be times that your frontline agents will need support during a call. When dealing with a difficult customer on the phone, having some back up from a colleague or manager can save the day – and customer relationships. There’s only one catch: The customer at the other end can’t be aware of it. With live coaching functionality, a third-party can secretly join your conversation and discreetly offer support.
Our Hosted PBX gives you a professional boost. Enjoy a feature-rich platform, providing your business the needed flexibility and mobility in these changing times.
Hosted PBX Features
This feature automatically records all incoming and outgoing calls per extension. Recordings can be enabled for individual or multiple users and can be downloaded or played back any time through the Portal.
Enabled users can record specific calls they make or receive, at their convenience. Fantastic for conference calls, compliance, and quick reference. Easily access recordings stored in your account and play, download, or forward as email attachments. HighComm’s policy for recordings is to save them for 7 days. The recordings will either be deleted automatically, or you can store them on your end yourself. If you decide you want HighComm to store them for you, we will store them on our Cloud for an extra monthly fee.
This feature can route calls to certain extensions and have the call ring simultaneously, by order or random on the Desk-phones (Extensions) of that group.
Companies with sales teams, customer support teams, or any other departments that field calls collectively can benefit from Ring Groups. Route calls to multiple employees at the same time. Plus, control the method of routing of the calls and change it by department or group.
This is a “virtual waiting room” offering callers the option of remaining on the phone while they wait for a representative to answer.
Call queues help businesses manage large call volumes with limited staff. Use directional prompts like Music on Hold, specialty messages and information about the business. Save cost of employees by managing large call volume with limited staff. Communication and having your callers always feel “welcomed and important” by letting them know someone will soon be taking their call, even during long waits in the Queue.
Voicemail to Email is an efficient business feature which allows customers to listen to voicemail messages from their computer or phone vie their email.
You can’t always access their voicemail in the office, or even know when a voicemail is waiting. But with voicemail to email, you are notified by email with a clickable recording they can play on the spot. With voicemail to email, there’s no reason to miss voicemails or delay receiving them. Have the voicemail sent as an audio file to multiple email addresses. Stay on top of your communications, even on the go make sure you receive your voicemail.
This feature transcribes voicemails to text and immediately sends out an email with the content of the message, plus its audio recording.
Most of the time listening to voicemails become a challenge – an endless meeting, a loud environment or somewhere you can’t discreetly use your device. This provides the ability to view the message as text within an email just moments after receiving a voicemail. Respond to messages anytime and anyplace. Access Visual Voicemail through your email and see who left a message by caller ID or contact name, when they left it, and the duration of the message to prioritize your response. Plus, save important data by text which was left as an audio voicemail
Welcome callers with a custom company greeting. For example, announce employee and department extensions to allow callers to select the appropriate extension.
Welcome callers with a custom company greeting, select a default greeting or get a professionally recorded greeting. Announce employee and department extensions to allow callers to select the appropriate extension. Filter and manage call flow, ensuring all calls are answered promptly and routed properly – providing a better experience for the customers. Route callers to the dial-by-name directory. Have a Working-Hours / After-Hours / Holiday greeting. This feature providers any company to look and sound like a Fortune 500 company.
Help callers find the right employee quickly and easily. Name Directory lets callers find user and department extensions by spelling out the name on their phone keypad.
Your staff can be reached anywhere, on any of their devices when callers find them in your dial-by-name directory. The caller would be able to dial the last 3 digits of the employee’s family name they are trying to reach. The system will then say the name of the employee and the caller can press “Yes”. If so, they will be directed to that employee’s extension. Or, you can have the directory list the full name of the employee or department you are trying to reach and their extension number. By dialing that extension number, the caller will be forwarded to the right destination.
When using an Auto Receptionist (IVR) feature you can Tag each option the caller pressed with a different word. This word will be displayed on your desk-phone or soft-phone when the call is dialing in.
This way you can easily know which department or destination the caller is trying to reach and how to answer accordingly. Identify callers to prioritize your response to call. Answer the call according to the department or destination the caller is trying to reach.
Provides the ability to set a certain music for callers to hear while calling in, waiting “On-Hold”, or when being transferred.
Companies can add informative or promotional greetings using this feature which the callers will hear instead of the music. Answer frequently asked questions, give directions to your company office, and announce new products, services, and events. Plus, use the default voice prompts to quickly get started, then record a custom message of your own to encourage callers to stay on the line.
Forward calls with ease and flexibility – never miss calls while you travel.
Always stay connected even if you are out of the office. You can use *72 to activate the forwarding, then dial the number you want to forward calls to. To deactivate the Forwarding just dial *73. Use Call Forwarding to receive your business calls on any device, in any location.
Take complete control over who can reach you. Accept or reject calls from specific numbers and send others directly to voicemail.
Answer an incoming call, reject it, or send it directly to voicemail. Save time by controlling and blocking incoming calls. Permanently block specific numbers so they can never bother your company again. Softphone displays telemarketers’ hidden numbers and makes it easy to add them to your company block list. Block entire area codes, or alternatively, define a list of allowed numbers.
This feature is a “Virtual Conference Room”. Callers will get a designated number to call to and a PIN code in order to enter the conference.
Save money on unnecessary physical conference rooms. Plus, easily connect remote or virtual employees and clients. Also, you can record the conference and manage the callers on it.
Easily announce calls and ping colleagues with the HighComm IP intercom feature. You can also connect this feature to your access control on your doors.
Allow or deny access to any location, gate or door which is connected through the access control to your phone and intercom system. You can use your desk phone soft key to quickly reach colleagues. Helping your entire office to communicate more efficiently.
Make one-way announcements over IP phones and overhead paging devices. You can page per one destination or page as a Multi-Cast to a few destinations at the same time.
Help announce or alert employees and staff. Quickly Page staff in any location, in real-time and make one-way announcements from your desk phone, or mobile phone (through your mobile app) to any device on your HighComm system. Commonly used in retail or warehouse environments, or any organization with multiple departments or floors, or even schools and hospitals. You can create, add, or modify paging groups anywhere, at any time. Plus, reach any colleague in any office location even if you are not on the same premise.
With call parking, you can put a phone call on hold so any other agent can pick it up.
It is often considered a last resort when an agent is not sure who to transfer the call to. It is also a fast way to ensure that clients calling from new numbers reach familiar agents. Helps raise your efficiency and customer satisfaction.
Merage two calls and speak with the two callers at the same time on one call.
You can merge 2 calls at the same time, it can be two external calls, or an external and internal call at the same time. On a technical issue, a support rep might want to bring a technical support member onto a call. Experienced technical support reps are usually in short supply. So, after that, the non-technical rep can then finish up the call after they have identified the bug.