service hotline always up and running, but often your customers still can't get
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.
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.
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.
TeamDesk is fully integrated into XPhone. Compared to regular XPhone users, TeamDesk users will find additional information in their client:
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:
A double click opens a detailed view in a separate, pinable window, in which additional information is available:
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.
Single Server Deployment
Teams can work across locations
KPI display in the client
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)
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)
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
Logging on and off via system telephone / Status display on the system telephone