Transition from legacy TDM-based voice services to modern, all-IP networks on the FCC's mind
The Federal Communications Commission (FCC) has released a Notice of Proposed ...
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EFFICIENT MANAGEMENT OF HIGH CALL VOLUMES: SWYX VISUALGROUPS OFFERS NEW FEATURES
7 Jun, 2019
The Unified Communications (UC) specialist Swyx has further improved its VisualGroups queue management tool: The latest version offers even more options to increase efficiency and improve customer service. June 6, 2019 - The new version of the VisualGroups software option is now available. With a wallboard function, it enables efficient resource management in real time: Important key figures such as service level, call volume and staff capacities can be displayed in any web browser. Team leaders who do not use VisualGroups themselves can view relevant statistics at any time and make them visible to all team members on central display screens. Thanks to the integration possibilities with contact databases such as CRM or ERP systems, users can see directly who is calling. In addition, the new VisualGroups version allows customers to add individual on-hold music and define their own criteria for the distribution of calls. The reporting functions have also been further improved so that individual statistics can be configured and selected as required. VisualGroups is a software option optimally integrated into the Swyx communications solution for efficient management of high call volumes. Companies can conveniently distribute incoming calls to selected groups of employees in order to increase accessibility and minimise waiting times for customers. All group members can easily edit the queue via the central Swyx user interface.
