CallTower Connect: Issue Resolution Through Self-Service

Customers Enjoy Self-Service Issue Resolution at Three Times National Average with CallTower Connect

Problems happen. When customers can’t solve their issues through their own efforts, they resort to solutions such as live customer service calls - which can be expensive and time-consuming. Channels like phone, live chat and email cost an average of $8.01 per contact, while self-service channels such as company-run websites and mobile apps cost about $0.10 per contact. And, according to Gartner Inc, only 9% of customers report resolving their issues completely via self-service. 

Given the varying costs associated with each channel and customers’ willingness to use any channels available to them, service organizations must rethink their overall service strategy to move toward a more self-service dominant approach. To this end, CallTower has delivered CallTower Connect - a revolutionary tool enabling users to easily personalize and control their CallTower services. With Connect at their disposal, customers enjoy 28.1% self-service issue resolution, which is more than three times the national average.

What is CallTower Connect?

CallTower enables customers to manage rapidly changing technologies through CallTower Connect – a user-friendly portal, created and developed in-house. This proprietary system ensures our customers can administer services without expertise in any one technology or hiring outside consultants to manage their UCaaS platforms.

CallTower Connect is built from the ground up for speed and ease of use. The application is launched from a web browser by an end user or company administrator to add or manage CallTower's Native Microsoft solutions (Teams and Skype for Business), Cisco HCS/CallManager and/or CT Cloud Voice and SIP, email and conferencing solutions. CallTower Connect places powerful communication tools within an easy to use application. A few clicks are all it takes to customize many phone features

Reduce Administrative Workload

The workload of corporate administrators will decrease as users gain access to a simplified panel where quick changes such as call forwarding, password management, Skype for Business conference PIN changes, speed dial button assignments and personalizing voicemail profiles can be made without a call to support.

Powerful Communication Tools

CallTower Connect places powerful communication tools within an easy to use application. A few clicks are all it takes to customize many phone features. CallTower Connect is built from the ground up for speed and ease of use. The application is launched from a web browser by an end user or company administrator to add or manage CallTower hosted services.

The CallTower Connect Advantage

• Administrative / User Portal
• Voicemail
• Password Sync
• Email
• Audio Conferencing
• Hunt Groups
• Analytics
• Auto Attendants

CallTower Connect is a reflection of the mission at CallTower - who works tirelessly to provide solutions to fit their customers and not the other way around. With the power of this robust administrative portal, customers will save time, money.  Connect provides a single pane of glass for IT administrators to easily make account changes.