An intuitive graphical user interface enables applications to be constructed by “point and click” using a set of basic building blocks, each of which has its own individual properties and associated actions. The new capabilities are introduced as additional blocks enhancing the functionality within the same simple and easy to use interface. Report IDs on blocks enable easier call reporting to be built into the inbound call flow at critical points. A new Call Distribution block enables load balancing of calls and works on a percentage associated with a number of destination teams or users. This allows more calls to be answered by more people more evenly. Finally, a new priority queuing capability when transferring a call to users or virtual teams will enable a system to be created that prioritises on key parameters for the business – for instance, priority for call answering could be given to gold card members within the organisation.
“These new capabilities are designed to enhance the overall flexibility and usability of the solution,” explained Steve Haworth, CEO for TeleWare plc. “TeleWare’s focus on inbound call control, provides flexible solutions that can be managed and controlled by the customer and deliver a real and rapid ROI. The Inbound call solutions are a key element of our business and this area has been growing rapidly over the past year. This indicates that there is clearly a need in the market for a simple inbound call control solution able to be managed proactively. Continual product enhancement is a fundamental part of our product development philosophy,” added Haworth.
The Intelligent Connect product suite provides advanced call control capabilities that ensure incoming calls are dealt with promptly and professionally, providing superior service for callers, increasing opportunity and enhancing customer satisfaction.
All three capabilities are automatically available to all hosted communications customers and are available through a free software upgrade to on-premise customer installations.