Operator
Better service and satisfied customers
With Business ConneCT, any authorised employee can act as an operator, connecting callers, handling messages and locating staff. The single user interface makes it easy to combine operator tasks with other work.
Business ConneCT’s combines intuitive icons, an extensive name directory and various messaging facilities, offering professional Operator functionality to any user. Different queues show at a glance where a call is coming from: externall, internall, re-routed etc. Calls are always routed to the right person because operators can see which person the caller wants to reach and which colleagues with similar skills are available. Additionally, this comprehensive view on the queues allows operators to spot specific callers easily and treat them in a special way (VIPs, returning callers, etc).
A specific application for operator is within the hospitality industry. Business ConneCT has a standard integration with the middleware solution of Tiger® and FCS® (the middleware is used to connect to a hotel Property Management System). With this integration Business ConneCT operator has real-time information about check-in / check-out status of a guest, including additional extensive guest information like language and VIP status.
Business ConneCT operator is available for visually-impaired people by using an integrated, certified solution from BAUM® Retec AG which offers braille displays, voice guidance and screen magnification.
Business ConneCT makes Unified Communications available for your operators.
Operator Benefits
With Business ConneCT operator you will benefit instantly and your current issues will be solved:
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Cost Reduction by a more efficient use of existing operator staff
Any employee can act as operator and can assist at peak hours; Reduced need for dedicated operator staff. -
More incoming calls handled in a single response
Fast call handling due to an integrated directory and intuitive user interface; All call information in one overview. -
Adequate response to incoming calls lead to revenue growth
Optimal and friendly customer response; Reduced waiting times; more customers serviced. -
Improved service levels and satisfied customers
VIP caller priority, reduced waiting time; professional and personal service; Providing the best customer experience. -
Handle more incoming calls by a more efficient use of your operator staff
Detailed overview of the queued calls; Access to multimedia communication methods like SMS Text, DECT and instant messaging. -
Save time and inform the caller instantly with the right information
Customers receive queue announcements, including call back options; Presence management enables operators to inform customers adequately. -
Reduce number of times a caller is transferred
Presence status of the destination known before transferring the call; Alternative destinations instantly available. -
Reduce the number of fall back calls
Presence status of the destination ensures first time right. -
Easy look and feel reduces operator training
One look and feel for all roles and an intuitive user interface; Short learning curve.