Intelligent call distribution – for optimal service

Your service hotline is supposedly well staffed, but your customers still never seem to get through?
Perhaps you do not lack employees at all, but only an efficient use of your resources.
With TeamDesk you can ensure that calls are optimally distributed to a team. Simple, intelligent & self-organised. Your profit: maximum efficiency & optimal service.

XPhone Connect App:  Ihre Kommunikationszentrale
 
 

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.



TeamDesk
 
 
 

Feature overview

 
 

Single Server Deployment

Funktion vorhanden

PBX independent

Funktion vorhanden

Teams can work across locations

Funktion vorhanden

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

Funktion vorhanden

Team members can log in in the home office

Funktion vorhanden

Use of any device (Softphone/AnyDevice)

Funktion vorhanden

Caller identification already in the queue

Funktion vorhanden

Dashboard integration (display of all relevant customer data)

Funktion vorhanden

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



Funktion vorhanden
Funktion vorhanden
Funktion vorhanden
Funktion vorhanden
Funktion vorhanden
Funktion vorhanden
Funktion nicht vorhanden
Funktion nicht vorhanden

Cumulative presence display of the hotline

Funktion vorhanden

A hotline can be reached under several telephone numbers (e.g. different country-specific numbers).

Funktion vorhanden

Integration of TeamDesk users in company-wide communication (presence | chat | screen sharing | telephony)

Funktion vorhanden

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.

Funktion vorhanden

Different business hours can be set for each hotline and individual announcements can be uploaded.

Funktion vorhanden

The caller popup shows the hotline from which the call was forwarded.

Funktion vorhanden

Automatic logout of team members when calls are not answered

Funktion vorhanden

Teams can organize themselves.

Funktion vorhanden

Use of web meeting for customer service

Funktion vorhanden

Drop to voicemail

Funktion nicht vorhanden

Black-/Whitelisting

Funktion nicht vorhanden

Logging on and off via system telephone / Status display on the system telephone

Funktion nicht vorhanden

Voice recording

Funktion nicht vorhanden

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)

Funktion vorhanden


 
 
 
 
Telephony

Telephony

Mobile App

Mobile App

Softphone

Softphone

Meetings

Meetings

Screen-Sharing

Screen-Sharing

Chat

Chat

 
 
 
Contacts

Contacts

Dashboard

Dashboard

Presence

Presence

Team-Panel

Team-Panel

TeamDesk

TeamDesk

Analytics

Analytics

 
 
 

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