IP Office Customer Service

Office Phone System

IP Office Customer Service

Feature details

The IP Office Customer Service suite provides a good set of basic monitoring tools:

  • Browser Based, Drag & Drop application
  • Wide array of reports and statistics
    • Agent States
    • Agent ACW
    • Agents Available
    • Agents Logged On
    • Agents Present
    • Agents Ringing
    • Answered Calls
    • Answered External (non-queue)
    • Answered Internal (non-queue and queue)
    • Average Answer %
    • Average Answer Time
    • Average Wait Time
    • Busy Not Available
    • Calls Waiting
    • Current Wait Time
    • Grade of Service
    • Longest Wait Time
    • Lost Calls
    • New Messages
    • No Answer
    • Outbound Calls (external)
    • Overflowed Answered
    • Overflowed Calls
    • Overflowed Calls Waiting
    • Overflowed Lost
    • Queue State
    • Queue State Time
    • Routed to Other
    • Routed to Voicemail
    • Transferred
  • Supervisor Alarm setting and Notification by agent and group
  • Change in color indicates state of Alarm: White for Normal state, Yellow for Caution, Red for Alarm, Blue for Alarm Acknowledge
  • Historical Call Reporting using templates: Agent Summary Report, Call Details Report, Call Summary Report, Trace Reports, Alarm Reports, Voicemail Reports
  • Customize over 100 reports using common fields (Name, Subject, Call Type, Reporting Period, etc) and through use of wildcards
  • Report format (Adobe, Word, Excel, Rich Text, or Crystal)
  • Email report in format of recipients choice

Available with IP Office Advanced Edition, Customer Service for Agents and Supervisors provides a wealth of information through intuitive, easy-to-use interfaces and tools.

Whether a business has a traditional call center or simply people who answer phones, valuable data in customer calls can help improve customers’ experiences and deliver greater revenue and more satisfied and loyal customers.

Businesses that understand how communications can enhance customer service and productivity will appreciate the powerful information IP Office Customer Service applications for Agents and Supervisors can deliver.

IP Office Customer Service is a logical software tool for small companies that have any form of helpdesk, outbound marketing team or organised sales staff. It is the first step up the ladder in terms of monitoring and improving the tools available for customer oriented staff.

Point-and-click call handling

The intuitive and easy-to-use browser-based interface makes call handling a snap. Click to dial, transfer, hold, conference, and more. Access hundreds of speed dial entries.

Real-time Access to Information

Supervisors get point and click, drag and drop convenience for real-time information by agent or group of agents or to set alarm notifications and automatically deliver customized reports.

Through customizable views set by their supervisor, agents can see a wide range of information to help them budget their time based on workload, call queues and agent availability, including number of calls on hold or in progress, lost calls, number of agents logged in/out, and more.

When an agent knows that no callers are waiting in queue, he or she can spend more time with customers building relationships, generating more revenue, and enhancing overall customer satisfaction and loyalty.

Customizable Reports

Customer Service Supervisor offers easily customized reports to display specific information that is most relevant to the business:

  • Create a caller identification report to see where the most (or fewest) calls originate from (by area code, country code, prefix, etc.)
  • See how many calls have been taken over a period of time, the length of calls, and more
  • Set and adjust thresholds to trigger alarms to suit changing objectives and campaign targets
  • Schedule automatic report delivery in preferred formats

Detailed, actionable data helps

Supervisors schedule staffing for peak times, provide relevant agent training (including recording and archiving of calls for later review) and to improve overall business performance.

Business Benefits

Reduce expenses

Eliminate variable phone expenses for remote workers, and even reduce real estate leasing and facilities costs.

Improve customer experience

Provide highly personalized customer service with speed and efficiency

Manage staff more effectively

Understand the peaks and valleys of call volumes so you can staff accordingly

Improve training

Make better use of agent call recordings to enhance sales techniques and service skills

Grow revenue

Detailed data on calling patterns helps drive more effective sales campaigns and day-to-day selling performance

IP Office Phone System Downloads

About Telefonix

Telefonix Voice & Data
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New Office Address: Telefonix Voice & Data, Unit 1 Bourne Mill Business Park, Guildford Road, Farnham, Surrey, GU99PS, England map Tel: 01252 333 888, Fax 01276 401120, Company Reg: 04351046, VAT Registration GB 77195978. Telefonix Voice & Data is the trading name of Systems Supported, Reg. Office Telefonix Voice & Data, Unit 1 Bourne Mill Business Park, Guildford Road, Farnham, Surrey, GU99PS, England, a limited liability company incorporated under the laws of England. Refunds Policy | Cookie Policy

Relevant Tags: IP Office Customer Service, Customer Service