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.
