Competella Attendant Console – handle and transfer calls with a high level of service!
The Competella Attendant Console is designed and developed based on input from a large number of receptionists who has hands-on experience with the features required by a switchboard to be able to support the company in delivering precise service for callers to the company's main number.
The Competella Attendant Console supports the receptionists with a full overview of the current call, calls waiting, logged-on receptionist status, the organization including Skype for Business and Cisco line-state presence.
The reception is the face of the company met by customers every time they call the main number
Callers asks for specific persons, subjects, skills, departments and much more. The receptionist is typically bombarded with questions every day to be directed in the right direction. The Competella Attendant Console has an integrated directory that integrates to Active Directory with very fast and advanced search features to enable the receptionist to find the best receiver of the caller at the reception console. All of it made to empower the receptionist to build a good image and improve brand experience awareness for callers and the employee presence.
Is she available now?
To find the right person is a good step of the way, and the Competella solution of course includes the Skype for Business presence in the directory overview aswell as the overall switchboard that provides the full overview. The receptionist can even talk to the colleague directly from the Attendant Console before transferring the caller, which greatly influences the call forwarding management and secures a good service.
When will he be back?
Many companies can reap the benefits of the Competella Exchange integration, which gives the receptionist a full overview of the colleague calendar and when the colleague is available again. This calendar presence integration is of course fully supported by other external calendars to fully integrate with the Attendant Console and operator console.
Can you ask her to call me back or can I leave a message?
To send phones messages is highly automated with the Competella Attendant Console. It auto inserts the predefined text and the caller phone number in an e-mail – the receptionist just needs to get the name of the caller and press send!
Direct transfer to Skype for Business voicemail is also available – so the caller can record his own message to the colleague.
I’m ill – can you forward my phone?
The receptionist can be delegated the rights to enable or change the call-forwarding of their Skype for Business. This call transfer and overall call forwarding management optimizes the process for calls and communication, which is a part of the DNA to the solutions that Competella offers.
Sophisticated call handling improves the service!
Receptionists can handle calls in a number of ways, including direct transfer, presented transfer, camp on busy, parking of calls and much more. There can be music on hold, queue announcements and other extentions making the call handling more sophisticated and effective.
How is the temperature in your reception?
The Competella Attendant Console comes with a web based statistics portal to generate reports in order to document service level, plan ahead and help knowledge transfer and coaching of the receptionists. The real-time situation can be monitored on a wallboard with the Competella Queue Monitor which can be directly accessed and viewed for all receptionists.
Calls can be queued, distributed, with announcements and call flow of your choice!
The administrator can set up opening hours scheduling, skill sets, audio message announcements and general call flow with the Administration portal.
Competella Attendant Console so much more than the Lync Attendant
The Competella Attendant Console is an enterprise grade solution which outperform any client-based solutions, this is not limited to but also includes the Lync Attendant.
Image 1: The Competella Attendant Console has an overview on queues and receptionists. The colleague is searched by skill and the receptionist is making a consult transfer to his Mobile-phone.
Image 2: The receptionist can see when the colleague returns according to Exchange calendar and based on the information choose how to handle the call.
Image 3: The Competella Attendant has presence on the colleague and can choose to make a direct drop to voicemail instead of taking a message and sending an e-mail.
Image 4: The receptionist can manage Skype for Business forwarding settings on behalf of colleagues from the Attendant Console
Image 5: The web statistics provides a detailed overview on the load, utilization and is a tool for knowledge sharing and planning.
The Competella Attendant Console features with modules some of the following highlights
- Rich Client with queue and attendant overview
- Keyboard shortkey handling
- Cherry-pick calls from queues
- Automatic distribution of calls
- Consult and direct transfer
- Drop call to voicemail
- 3-party conference
- Park and hold
- Send e-mail with A-number auto insert and predefined text
- Supervisor listen in & whisper
- Supervisor force agent state log-out
- Set forwarding for users
- Manipulate A-number by outbound calls
- Skype for Business presence
- Cisco Unified Communications Manager line-state
- Call Recording
- Active directory synchronization
- Skype for Business presence
- Exchange Calendar integration
- Mobile line state integration
- Advanced IVR
- CRM integration possible
- IVR Callback – queue buster
- Rich statistics - web based
- Report scheduling - sent by e-mail
- Realtime web Queue monitor
- Web administration of skills, call flow etc.
- Powershell cmd let configuration
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Stepwise migration or rip and replace
Our solution portfolio is designed together with Skype for Business to co-exist with legacy PBX implementations during a migration scenario. This includes Cisco line-state presence integration in Competella Attendant Console and Contact Center Enterprise. The co-existence option guarantees the company investment protection and makes it possible to make a stepwise migration at a pace your company can handle. Alternatively, you can choose to rip and replace in order to obtain immediate benefits of the Competella Contact Centers and Attendant solution.
Competella UCS is a native Skype for Business solution
The Competella solutions are natively integrated to Skype for Business as recommended by Microsoft. This means that all calls are handled inside the Skype for Business topology, which reduces the complexity and minimizes the risk of errors. No extra SIP stack or server is needed to handle the distribution of SIP RTP stream as it is done inside the Skype for Business topology.
The Competella Unified Communication Suite – built to ease your customer interaction
The Competella Unified Communication Suite is integrated natively with Skype for Business and is developed to improve communication between the company and customers / citizens across multiple media like Voice, Email. Web-chat, Video and Text Messaging. The Competella modularity offers solutions to support the departments and processes, enabling employees to handle and provide efficient professional customer service. The portfolio consists of 3 areas