Atereo Switchboard for Teams can be configured to play customised welcome messages and in-call announcements for each individual queue. These messages provide callers with reassurance and reduce the number of abandoned calls.
Atereo Switchboard for Teams can be configured with a number of different queues, allowing calls to be routed based on the services callers require. This allows incoming calls to be handled more effectively, being routed to the most appropriate operator.
Atereo Switchboard for Teams uses Microsoft Entra (formerly Azure Active Directory) for directory lookups, so operators always get the most up-to-date information to use when routing calls.
The queues in Atereo Switchboard for Teams can be configured so that your most important calls are prioritised. VIP callers receive better service because their calls are answered first.
Atereo Switchboard for Teams has predefined thresholds for the number of calls in a queue and the length of time a call has been waiting. If these thresholds are breached, this is highlighted to the operators, allowing action to be taken immediately.
When a call is received by an operator, an automatic lookup displays information about the caller, such as his or her name. This allows the operator to offer incoming callers a more personal service.
Atereo Switchboard for Teams is fully cloud-based and allows you to conform with the “cloud first” policy.
It deploys into the Microsoft Azure cloud, bringing many other benefits including improved security and resilience.
Atereo Switchboard for Teams provides comprehensive historical performance statistics on each individual operator. This information is vital in managing the switchboard effectively and ensuring that performance targets are met.
Operators can see whether a member of staff is available to take a call, busy, in a call, away or off line. This improves operator call handling and the experience for incoming callers. Presence is even available for speed dials.
Atereo Switchboard for Teams includes speed dials. These let operators work more quickly because calls for the most popular destinations can be transferred with a single mouse click.
When parking a call, the operator can park it for a specific person. This helps when managing multiple parked calls and makes it easier for the operator to join calls together.
Atereo Switchboard for Teams frees you to deploy your operators anywhere in the network, even working from home. This makes it much easier to handle busy periods effectively.
