Finally, A Smart Business Phone System
Beyond the dial tone
We are voice specialists. We provide lots of value added products and services to support voice, but our phone system is at the heart of what we do.
Most service providers utilize core technology that is developed and maintained by a third party. M5 started this way, but our clients wanted more, so launched our own platform. Call Conductor is the key to our solution and is engineered to be the most reliable hosted phone system on the planet.
Our technology tailors the user experience to our unique market of customers: companies who put a premium on sales and service and consider the phone a strategic part of their business. It allows us to integrate more tightly to other business applications and to have granular data measuring everything we manage. We rely heavily on direct customer input to enhance and continually improve Call Conductor, and we are not beholden to a third party juggling multiple priorities.
You’ve got a smart phone in your pocket, what about the one on your desk?
Our software makes your phone system “smart.” How can you tell? A smart phone system:
- Ensures that callers can find you whether you are at the office, on the road or at home.
- Provides you with the metrics and insight into your customer’s experience. Are they getting through to the right person? And if your customers experience is not ideal, a smart phone system will tell you how to optimize for the best results.
- Connects calls and conversations to customer data in your CRM system for a richer and more detailed sales or service experience. Your teams will want to use your CRM system and leverage the investment you made in the application.
Customers who subscribe to our phone system also get:
M5 Portal with M5 Intelligence
M5 provides individual users as well as phone systems administrators the access they need to configure the system, set preferences and monitor activity through a simple, easy-to-use web interface. For administrators, the M5 Service portal is the window into the activities of your business including; sales performance, service levels and staffing efficiency.
Business intelligence refers to computer-based techniques used in spotting, digging-out, and analyzing business data. Business intelligence aims to support better business decision making. Because many important interactions occur over the phone, including information about the nature, number, duration and source of phone calls is critical to complete and useful business analytics. For customers who use a contact center, call center metrics are as important.
Personal Call Management
Not all calls are created equally. There may be calls that need to get answered if at all possible and others that can be treated with a lower priority. We provide users with a sophisticated personal call management platform.
- Find Me/Follow Me - A user can create lists of numbers that he would like to be “found at” (such as a cell or home phone) before sending an inbound call to the M5 voicemail. Find Me lists are more sophisticated than Call Forwarding because a user can configure the system to first ring the office phone, then after a number of unanswered rings, to ring a cell phone, then the home phone. This enables the use of cell phones, without giving out cell phone numbers.
- Ring Everywhere – Users can ask the M5 system to ring multiple phones (perhaps desk and cell) at the same time.
- Conditional Management - Different classes of calls can be handled with different routing instructions. For example, a call from the boss can trigger all phones to ring, whereas calls from 800 numbers can be sent directly to voice mail.
Coaching Tools
The M5 phone system makes it easy for supervisors to train, coach and monitor employees on the phone.
- Barge – Supervisors can listen in on a call in progress without interrupting the call. Their presence can be announced or silent.
- Whisper – Supervisors can provide coaching, advice or corrections without being heard by the outside person.
Flexible Auto Attendant
Auto Attendants are phone system features that let callers self-direct their calls to the desired extension or group. They can be used in place of a front line receptionist or as an overflow solution. M5 offers both company auto attendants for calls to a main number, and personal auto attendants for calls to direct extensions.
The M5 system allows for an unlimited number of attendant levels. For example, a customer can be directed to “Press 1 for Sales” and then to “Press 1 for New Orders or 2 for Transactions in Progress.” Calls can be directed to ring groups, call center queues or individual extensions. The system is flexible enough to allow for different options based on the time of day or other conditions, such as a company meeting or an emergency.
Phone Assistant
Front desk administrators and telephone attendants play an important role as the public face of many organizations. M5’s Phone Assistant provides the tools necessary to orchestrate inbound calls with efficiency and grace.
Phone Assistant replaces the traditional switchboard with a hosted software solution. Inbound call screeners can answer calls, place calls on hold, and transfer calls to extensions in the organization, to voicemail, or to external phones all with the click of a mouse. The user friendly interface simplifies call coordination and screen pops with caller ID information make it easy to provide a personal touch.
- Phone control via software
- Corporate and personal phone book access with synchronization to Microsoft Outlook ™
- Status monitoring of all company phones
- Click-to-dial
- Customizable Caller ID lookup URL
- Speed dial access for screen-pops
- Power user or compact views
- Reverse number lookup for unrecognized number
M5 Help
M5 Help is a key part of the M5 Experience. At a time when most companies are making it more difficult to reach a live person for customer support, M5 remains committed to a fully managed solution for our customers with M5 Help. M5 Help makes it easy to interact with a customer support expert. If you have an issue or a question, a simple press of the “?” key on your desktop telephone will open a ticket in our CRM system and can directly connect you to our support engineers. Want to know how to use a specific feature, or how to use VoIP to improve operations? Just ask. We not only provide direct support for end-users, we make it easier than ever to do so.
Helpful Resources