TeamDesk Intuitive hotline management

Intelligent call routing for optimal service

Is your service hotline always up and running, but often your customers still can't get through?
Maybe staffing is not the issue but efficient use of your resources.
With TeamDesk you ensure calls are optimally distributed to the team – even when they're working from home.

The best of both worlds.

Whether external customer hotline or internal IT helpdesk: How satisfied a caller is in the end depends decisively on your availability. The crux: Solutions for intelligent call distribution are generally not only expensive and complex. These are mainly isolated solutions that cannot be integrated into corporate communications.

With TeamDesk you get the best of both worlds: intelligent call management that is much less complex and costly than a call center solution, but offers much more than a simple ACD or group call.

What neither ACD nor call center software can offer you: With TeamDesk, you can set up teams across locations and PBX-independent: Set up as many hotlines as you like and define distribution strategies, business hours, threshold values & follow up time for each hotline.

One client for all.

Whether softphone or mobile phone: TeamDesk users can work with any device and can also log on in their home office. Whether presence status, chat or screen sharing: Since all employees use the same client, team members can exchange information not only with each other but also with all other colleagues at any time.

Your service benefits not only from more efficient communication, but also from more information. Callers are already identified in the queue. Via dashboard, all customer data from ERP, CRM & Co, which are relevant for the hotline staff, can be displayed directly in the client.

Analytics offers you all the information you need about your availability: You will find all data on call volume, availability and waiting times in clearly structured diagrams.

Only XPhone can do this.

No expensive customising
No lengthy onboarding required
No impenetrable licensing jungle
Cross-site teams – even if different telephone systems are in use
Team members can use Softphone & AnyDevice and log on in their home office.
No isolated solution: Hotline employees do not need their own client.
Callers are already identified in the queue.
Thanks to the dashboard, all relevant customer data is already available in the client.
Teams can manage themselves.
Team members who have not answered several calls are automatically logged off from all hotlines.

Intuitive. Clear. Integrated.

TeamDesk is fully integrated into XPhone. Compared to regular XPhone users, TeamDesk users will find additional information in their client:

TeamDesk status: Ready | Follow up | Logged off
My Hotlines: Overview of all hotlines in which one is a team member/leader
View of individual hotlines with all team members / leaders

TeamDesk members can log in manually or automatically link the login to their presence status. Both team members and team leaders will find a quick overview with the most important information in the client:

Am I currently receiving calls from the hotline?
How many team members are currently available?
How many callers are in the queue?
A visual warning (red/green) indicates that the threshold values have been exceeded.

A double click opens a detailed view in a separate, pinable window, in which additional information is available:

How many team members are on the phone?
What is the longest waiting time?
Overview of callers in the queue (incl. waiting time)
Which distribution strategy applies to the hotline?
What are the business hours for the hotline?
Which members are assigned to the hotline, who is available as a jumper?

In the detailed view team leaders can assign members to the hotline or unassign them according to their needs. In self-organised teams, all members can take over this function. Since team members and team leaders are licensed equally, there are no additional costs.

Feature overview

Single Server Deployment
PBX independent
Teams can work across locations
KPI display in the client Visual status display (green/red) when threshold values are exceeded Team members who are ready Team members on the phone Caller in queue (incl. waiting time) Longest waiting time Distribution strategy
Team members can log in in the home office
Use of any device (Softphone/AnyDevice)
Caller identification already in the queue
Dashboard integration (display of all relevant customer data)
Distribution strategies Ring all Round robin Longest idle team member Team member with the shortest talk time Team member with the lowest number of calls Random Skill-based routing VIP Routing / VIP Picking
Cumulative presence display of the hotline
A hotline can be reached under several telephone numbers (e.g. different country-specific numbers).
Integration of TeamDesk users in company-wide communication (presence \| chat \| screen sharing \| telephony)
TeamDesk Journal Hotline calls can be filtered and searched in the journal with one click. Hotline calls are only displayed as "Missed" if no team member has answered the call. It's signaled, if a missed call has already been processed by another team member. It is signalled when a caller has been successfully processed on another call attempt.
Different business hours can be set for each hotline and individual announcements can be uploaded.
Drop to voicemail \| other hotline \| internal/external participant
The caller pop-up shows the hotline from which the call was forwarded.
Automatic logout of team members when calls are not answered
Teams can organize themselves.
Use of web meeting for customer service
Black-/Whitelisting
Logging on and off via system telephone / Status display on the system telephone
Voice recording
Analytics Filter by business hours (Within \| Outside) Call filter (All \| External \| Internal) Compliant with GDPR Time periods can be compared flexibly Call volume (accepted \| missed \| total) Service level (percentage of calls accepted in 20 seconds) Average Caller waiting time \| Average Handling Time (call duration + follow up time) Heatmap (On which days of the week/at which times were most calls missed?) Call volume & availability per employee (display with name, anonymized or completely hideable) Export function (Excel file)