02 Jun How to use the Nautilus Cloud Reporting Portal
Welcome to Nautilus. If you’re here, you’re probably one of two things: someone just starting a business for the first time, or a current business looking to expand using cloud phone solutions.
Our cloud phone is designed with a powerful reporting portal that allows you to track numbers that matter to you, and access all the benefits of the cloud. But who is this for?
Nautilus’ current lineup of clients include local dental offices, retail stores, and travel agencies based in and out of Singapore. Hear how they use our Cloud Phone Solution:
“Nautilus implemented the setup successfully. Their soft-phone solution and overseas roaming capabilities are the main reasons we chose Nautilus as our Technology partner. They are experts in Asterisk Technology, and we continue to be impressed with the way Nautilus continues to focus on Research and Development (R&D) to bring the next generation of telephony solution into the market.”
“We chose Nautilus as our communications partner as they are the pioneers in Asterisk Technology but more importantly, we shared a vision of the future which recognises that Contact Centres need to be able to integrate multiple business processes to multiple communication channels. I will strongly recommend Nautilus to any Contact Centre setups, as Nautilus will be your key trusted communications partner in telecommunications.”
“With Nautilus Network Solutions, we are able to connect priority calls coming from local and international patients easily. Nautilus also provides seamless connectivity for our multiple locations. Utilizing the next generation of cloud telephony and SIP technology, we so much more ahead of the curve as compared to our competitors. They have far exceeded our expectations.”
We enjoyed working with Nautilus over these past few years. Nautilus has provided a good and reliable telephony system that suited our organisation’s requirements and elevated our service standards to support our customer-facing role. In addition, the after sales customer service provided by Natalie has been proactive, prompt and professional. Thank you!
“We faced several issues with our previous PBX system with call drops and intermittent international call issues. After implementing Nautilus solution, we are able to connect seamlessly with our international contacts and customers. We choose Nautilus as our communications partner as they are the only certified Asterisk vendors in Singapore”
“With professional project management skill, the Nautilus implementation team successfully set up the call center solution for PLE before the OEM soft-launch in April 2018, providing PLE the required IVR, multi-skill agent management and voice features. By July, all additional components and tailored customization, including the Nautilus Omni-channel solution was implemented. The completed Nautilus platform provides us capability to manage all communications via the Nautilus dashboard.”
“With 6 offices in 3 different countries, running more than 100 tenants in Asia, we require a complex telephony solution to run multiple tenants’ models with different functionalities. The Nautilus serviced office call centre console enables us to inter-connect our extensions throughout our various offices internationally. With their Nautilus Solution, we are able to achieve a long term robust, plug-and-play IP telephony system.”
“Nautilus Call Centre Solution provides seamless connectivity between our laboratories. Managing more than 100 call centre agents, we are able to connect priority calls with ease coming directly from hospitals and clinics. Utilizing the next generation cloud telephony- SIP technology, we are so much ahead of the curve as compared to our competitors and they have far exceeded our expectations.”
"We’ve been using the 04 x Digium Switchvox 450 systems and 60 D70 IP phones for more than 3 years now and so far, we’re happy w/ the experience using it. As the System Adminstrator at Wego, the VoIP configurations are easy to understand and can implement changes easily. The support from Nautilus Network Solutions Pte Ltd is superb as well since most of the time if I have questions I can easily ask anyone from this company which saves me time rather than waiting answers from Digium Support Team. Thanks!"
"I am generally pleased with Nautilus technical expertise. For me, the purchase of 98 units of Digium D50, 85 units of D70 and 1 NA 400 Asterisk Server was a very significant investment on our end and it was of paramount importance that the phone system and sets should not only be deployed smoothly, but also increase operational efficiency. With our eyes on the different regions’ markets and partner offices across various countries, we need to be able to communicate with everyone seamlessly without compromising quality. For us at TRG, it is a phone and it should work. That’s the primary use of it and Nautilus Network Solutions have delivered it with satisfaction and efficiency."
"We signed up to Nautilus in October 2015. Since then, they have provided prompt, efficient and professional services to us for our PBX system. I’ve worked in the IT industry for a number of years and can honestly say that the Nautilus team have provided exceptional services day-in-day out. They are always reachable and respond in a timely manner. On many occasions, they have really pushed the boat out and gone out of their way to help us. I only wish that we signed up with them earlier and wouldn’t hesitate to recommend them."
Most of our clients generally use Nautilus as a means to call clients and to stay connected to each other between multiple offices. Our plug-and-play model is great for those running a business on the go. Our Nautilus Cloud Phone Solution offers up to 20 extensions per office, and this is especially useful if you’re running a multi-faceted business like a travel office or a retail store.
The way we sell our product isn’t just as a simple telephony solution, however. There’s the matter of the reporting portal.
In this article we will be citing a few examples of how our clients can maximize the potential of their reporting portal, and hopefully this will help your business too!
Uses of the Reporting Portal
For security and integrity. All calls made on the Nautilus Cloud Phone is instantly recorded on the cloud. These recordings are easily accessible for playback and for download. These are especially useful if, say, you’re disputing a certain transaction and you need to listen to a call. Moreover, this is feature is also great for integrity reasons - customers oftentimes feel more comfortable that a call is recorded, as it makes everything you say and everything discussed in the call confidential and secure.
Extension to extension call recordings. From an internal standpoint, having access to important conversations made within the company is very important. It allows you to keep track of what’s being discussed and gives you something to fall back on when you need it.
Another feature worth looking into is the Real Time Extensions tab in the Reporting Portal. It basically shows you whether your agents are Online or Offline. In a remote work context, having a feature that shows you if your team is signed in or not is very valuable.
For generating business reports. All calls that come in are automatically tracked and instantly reflect on the different reporting tabs of the reporting portal. If one business would like to do some planning on scheduling or staffing, for example, they can generate reports based on the day, week, month, or year. Given the numbers generated on these reports, they can then present these numbers to back up any decisions they end up going with.
What you can benefit from using the reporting portal
Having a reporting portal lets you view your business more thoroughly, letting you make the decisions that matter to you and the welfare of your business. When you’re presented with hard data, you can make the right calls with regards to your staffing, scheduling, and overall call operations. This, in turn, lets you save on costs.
But how exactly can you maximize cost-efficiency using our reports?
From a marketing perspective, having a reporting portal allows you to maximize and time your campaigns properly. Say you’re a retail business, you can pull up reports from the past year to see how much call activity you’ve had, and how well those calls were received. Were they answered, dropped, or abandoned? How long did those calls last? These metrics are great measures for you to plan your next sales or marketing push accordingly.
Like we’ve discussed in an earlier part of this article, your scheduling and staffing decisions can be greatly influenced by the right data. How many calls were made during the month of October? You can pull up your inbound call reports and see the activity then. If it was slow, you can postpone any seasonal staff hiring. Does it pick up closer to Christmas? Pull that data up and see if it justifies having some seasonal workers over to answer phones. These and many other similar scenarios are what you might end up encountering when you’re running your business, but having the right data in front of you can help save some resources!
If you’re running a sales or telemarketing business, you probably have some sort of script that you abide by. Since all calls made on Nautilus are automatically recorded on the cloud, you can listen to how your agent/s performed on their calls by pulling up their recording. Together, you can find significant lapses or coachable moments so as to improve their performance in the future.
Security and Disputes
Any business that has a customer service team will tell you that disputes and customer complaints are always going to be a factor. They’ll tell you one thing and mean another. So having call recordings automatically save on the cloud is a great cushion for you and your team to fall back on in case customers dispute something. Is it a fraud claim? An order dispute? Pull up the call and explore who said what, and set the record straight.
A contact center solution
If you find yourself reading this thinking that your team is actually bigger than what the Cloud Phone can easily accommodate, read on. Our intensive Nautilus Cloud Contact Center Solutions might be what you need!