Teams is the go-to, state-of-the-art collaboration platform today. However, many companies struggle to also replace their phone
system with Teams as it lacks functionality to cover many traditional telephony use cases such as local branch numbers, attendants and reception desks.
These phone lines are the front door to a business and how calls are handled will significantly impact customer experience. To deliver a great first impression, the receptionists, attendants and front desk staff must be able to efficiently and professionally forward callers to the right destination.
To provide smooth call handling, Luware has launched its Attendant Console for Microsoft Teams, a native call management platform designed for receptionists and operators.
Key Features
- Modern and intuitive dashboard optimized for attendants
- Use in app or within a web browser
- Search contacts across different data sources (AD, CRM, address books etc.)
- View colleague’s availability, calendar and notes before transferring a call
- See real-time statistics, including the call queue and waiting times
Adding Context to calls
What immediately stands out is the simple and intuitive interface. Users can see a consolidated call queue, waiting times, as well as context information such as which service line or number was called and who is calling. Luware makes use of Microsoft Power Automate to recognize callers based on data from the CRM, ERP or local address books.
Smooth call-transfers
Once a receptionist knows who a caller wants to be connected to, they can use the extensive search to find the right person and either use a safe transfer, which will bounce back to the receptionist if the transfer is unsuccessful, or a blind transfer, which will not bounce back and free up the attendant for further calls.
As part of the search function, receptionists can also add up to fifteen people to a favourites list, making it very efficient to transfer to frequent contacts. The solution also makes recommendations about the most likely transfer target on a per-call basis.
Once the right person has been found, the receptionist can see if they are available to take a call, check their calendar, read and write notes on the contact, before transferring the call.
Empowering front desk staff
Users of the Attendant Console can pick calls by importance rather than be limited to waiting time. On the dashboard, receptionists can see all services or phone numbers they are in and how many calls are waiting in each. They also see a consolidated call queue with calls from all service lines and they can even cherry-pick specific calls.
“Our solution is optimised for receptionists and operators to empower them to deliver great first impressions to the customer,” said Philipp Beck, CEO, Luware.
Native integration to fully leverage Microsoft ecosystem
Philipp Beck explained that Luware’s Attendant Console is native to Teams, allowing it to fully leverage the Microsoft ecosystem with its Power Platform and Cognitive Services.
“With our Attendant Console, we dissolve a major roadblock in companies’ full transition to Teams Voice and enable them to cover traditional telephony use cases with Microsoft Teams”, said Philipp Beck. “The Luware Attendant Console is natively integrated using first-party Microsoft APIs, and thus fully supports companies’ Microsoft strategy”
Find out more about Luware’s Attendant Console and see a demo of the solution.
