CX-E Collaboration

TeamQ – The Informal Call Centre Solution For Next-Generation Workers

Do you have teams fielding calls, solving problems, juggling multiple service requests? They could be IT help desks, technical support groups, sales support, service departments, hospital administrators, university staff, to name a few. Sounds like it’s time for TeamQ.

Essential Features – Affordable Price

TeamQ delivers high ROI by giving teams access to vital call centre features − at a fraction of the price of other call centre solutions. Features include: Uniform Call Distribution (UCD), Automatic Call Distribution (ACD), Agent Desktop Control with Informative Screen Pops, Supervisor Interface, Reporting and more. Also, there’s no ACD or CTI connection required on your telephone system. Simply stated, it’s a cost-effective call centre solution that will make your teams even better.

Teams Just Got Mobile

Are your agents in different locations? It’s okay. When you’ve got multiple offices or remote workers, they can simply login from any Windows desktop client to view the TeamQ dashboard; calls can be delivered to any device including desk phones, mobile, and softphones. TeamQ supports up to 250 agents, even if they are not sitting next to each other. Your call centre has just gone mobile.

Take Charge – Work Smarter

Quality customer service is imperative in today’s competitive environment. The time is now to take charge and work smarter. TeamQ empowers your team to prioritise workflows, make time management decisions and answer customer calls with confidence and control. With the TeamQ dashboard, agents can view all the calls in the queue, decide which call to pull first, indicate when they are done, reserve a call, redirect a call and decide when they are ready to take their next call. Your team works smarter!

TeamQ Knows Your Customers

The light on the phone is blinking, customers are holding … and your team has no idea what they want. With TeamQ your team will know – before they answer the call. TeamQ collects data from customers upfront and has the ability to pull information from CRM systems to enhance identification. Using TeamQ, agents are more prepared to deliver optimal customer service. TeamQ also keeps customers informed. Customers get access to their position in the queue – wait times, call backs, and more.

Works with Your PBX

You may ask: “What about my PBX?” We thought of that too. TeamQ supports all major PBXs, whether TDM or IP. Alcatel-Lucent®, Avaya®, Broadsoft®, Cisco®, Genband™, Microsoft®, Mitel®, NEC®, ShoreTel®, Unify − you name it, we’ve got you covered.

This is Going to Be Easy

Are you afraid of a difficult installation and a long, drawn-out implementation? Not to worry. TeamQ is a simple, easy add-on to your AVST CX-E or CX-S platform.

Features and Specifications

Agent Features:

  • Control workflow and full view of call activity:

    Decide which calls to pull first
    Indicate when available to take next call
    Reserve a call in the queue
    Redirect a call

  • See the status of other agents on the team
  • Flexibility to answer calls in a way that fits your business process:

    Receive the next call in the queue automatically (push)
    Select specific calls to answer from the list of queued calls (pull)

  • Informative screen pops
  • Call information presented to agents, such as who’s calling, why, wait time, etc.
  • Perform other actions on calls in queue, such as:

    Re-route a call to another team or extension
    Instruct a caller to leave a message

  • The option to view call-specific information in a web browser, CRM, etc.
  • Customised notifications related to incoming calls and calls that have been on hold for an extended period
  • Login remotely from any Windows desktop client
  • Work locally using a telephone system extension or remotely using an external telephone number
  • Delivers calls to desk phones, mobile, and softphones
  • Agents can be members of multiple teams
  • Specify a reason code when entering busy status

Capacity:

  • Up to 50 teams
  • Up to 25 agents per team (maximum 250 agents total)

Administrator Features:

  • Manage users; assign permissions
  • Manage call-flow options for all queues
  • Create new teams and agents
  • Force terminate call
  • View all team, call and agent activity
  • Specify a reason code when entering busy status

Supervisor Features:

  • Manage teams and agent accounts
  • Manage log files
  • Manage busy codes
  • Force sign-out of an agent
  • Run reports with up-to-the-minute live data

Caller Experience Features:

  • Inform callers of their position in queue
  • Ask callers to enter a callback telephone number
  • Ask callers to enter an identification number, such as an account number
  • Ask callers to indicate the reason for their call
  • Play customised announcements to callers while waiting in the queue
  • Send calls to an overflow team based on wait time or number of calls in queue
  • Periodically give callers the option to leave a message or remain in queue
  • Redirect calls exceeding a maximum hold time to a different team or ask callers to leave a message

More information

For more information you can call us on 01962 835053, or email sales@processflows.co.uk.

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