Helion Addresses Auto Dealer Communications Needs with Cisco UCP

There’s a lot to say about unified communications (UC) and call center practices because what each company needs from a business phone system, whether for strictly business-to-business communications or otherwise, can change from industry to industry. So while the system that caused IRS call wait times to triple in 2015 may be ideal for a lot of SMBs with lower call volumes.

One industry whose needs aren’t often explored is that of automotive dealerships, according to Helion Automotive Technologies. Fortunately, the company is looking to remedy this by offering the Cisco Unified Communications Platform (UCP) for auto dealers. Cisco’s VP of IoT Software Platforms John Oberon will be delivering a Keynote Presentation at ITEXPO next week as part of the event’s conference program.

Cisco UCP is an integrated phone and communications system is designed to improve the customer experience and streamline phone processes. As such, Cisco UCP allows dealerships to greatly reduce incidents of lost or dropped calls, placing customers on hold, or routing customer to voice mails—all scenarios that can lead to lost leads and sales.

“Dealerships have their own special needs when it comes to phone systems due to the hectic nature of the business, with employees often away from desks, engaged with other customers, in meetings and the physical distance between departments,” said Erik Nachbahr, president of Helion Automotive Technologies. “Even dealerships with scrupulous processes and great personnel experience problems with their phone systems on a daily basis.”

Cisco’s UCP by Helion boasts several features designed to address dealership needs. This includes Jabber, a collaboration tool that facilitates instant communication between employees and is integrated with Microsoft’s Active Directory, Exchange, and Office. Jabber works across mobile devices and PCs, allowing personnel to send notifications, ask questions and check on the availability of employees.

Another feature included as part of Cisco UCP is Single-Reach Number, which allows dealers to route all phone calls to employees, whether they are at their desk phone or are only available via cell phone. Advanced Call Flow capabilities, meanwhile, greatly reduce incidents of lost and dropped calls.

Edited by Maurice Nagle