A complete switchboard that contains all the necessary functions a receptionist needs to efficiently manage the Enterprise´s calls.
Efficient customer service with a user-friendly design
Good customer service poses demands on an Enterprise switchboard. ZyCall Switch has thus been developed in cooperation with experienced receptionists.
ZyCall Switch is a SIP based switchboard enabling seamless integration with the Enterprise´s existing IP telephony based platform (*) and leverages on the existing IP telephony based platform. The solution does not comprise any additional load on the Enterprise's IP telephony based platform, but will provide the extensions needed to enrich and optimize the information level in the Enterprise. ZyCall Switch federates vital information from the Enterprise´s existing databases and enables core business data right at the frontdesk.
"User-friendliness and flexibility are the focus, and this has led to logically configured features that are simple to use and adjustable to Enterprise and receptionists' need."
Clear overview and improved customer information
With real-time calendar updating and a unique search feature, the receptionist can locate an Enterprise employee across the organization and across core competencies. Thus enabling the receptionist to easily find and forward the customer to the employee best suited to answering the customer's call.
Flexible handling of calling queues - quick response times
With ZyCall Switch the enterprise can strengthen the collaboration between several receptionists and are able to quickly expand the Enterprise with a new department and a new receptionist - regardless of location. The receptionist maintains overview of the presence of other receptionists through the client and they may relieve each other on breaks or in cases of many calls waiting in line.
Therefore the solution facilitates that the Enterprise has designated, primary and secondary receptionists working in conjunction with each other. By enabling such a feature the Enterprise´s customers will experience a significantly shorter waiting period, and the receptionist may for instance give the customer more time or complete other tasks.
*requires an IP telephony based platform that has support for SIP-Trunking.
Extended call handling and control
The user-friendly design means, that the receptionist has a complete overview of all Enterprise calls, and may follow the status of all incoming calls - from the reception of the call until successfully completed. The receptionist also gains extended control of all the Enterprise´s calls, and has the option to regret a call and can withdraw a transfer in progress to the wrong employee.
Reporting improves customer service
ZyCall Switch contains a web based statistics and reporting system, by which the Enterprise may continually follow the status of the call management. The system indicates areas where the Enterprise should focus on improving customer service.
The statistics portal is a powerful tool that at all times can provide your supervisor or other relevant personnel with the latest information on queue handling times. This in comparison with Key Performance Indexes, set forward, gives the Supervisor or Reception Manager a powerful tool to efficiently optimize and reallocate resources to ensure high performance on customer handling.
Flexible handling inside and outside office hours
The receptionist has the option to use an integrated SIP-based softphone, from which the switchboard can be operated. This can be done fully via pc keyboard and headset, of course by the use of shortcut keys that either are adapted from legacy systems or set individually by each receptionist. Other options are IP phone control and cellular phone control. I.e. the receptionist can take the switchboard with her and manage calls from the cell phone. The Enterprise´s calls can also be managed automatically in accordance with supplied instructions, e.g. outside office hours.
Technical description
- SIP based
- Calendar integration with IBM Lotus Domino, Microsoft Exchange and Groupwise
- Integrated email, text messaging and instant messaging
- Call statistics and reporting system
- Compatible with ZyDesk & ZyView products
We are now running an introduction campaign at ZyCall Switch.
Download the campaign here.
ZyCall Switch screendump, click to enlarge
