Connecsy Enterprise: the solution
In order to do business efficiently, you want be able to guarantee a fast response to customer queries. The modern Connecsy Enterprise operator console not only makes it easy for your employees to answer and forward telephone calls, it also helps them to handle contact with customers very professionally thanks to the additional customer information it provides. Connecsy users can view all the necessary availability and accessibility information at a glance without having to switch between screens. Receptionists can use chat, mail and paging options to pass on call information to individuals or groups in the organisation.
Improve your communication and your business performances and increase customer satisfaction.
Tailor-made and flexible configuration
The design of the operator console is based on the needs of our existing customers. Pridis has been developing and supplying operator consoles for over 15 years. The Connecsy Enterprise is the result of very close cooperation between users, such as receptionists, and our developers with their knowledge of modern communication capabilities.
Users of the operator console can themselves decide whether and how many queues are displayed, how much out-of-office information about employees can be displayed or, for incoming calls, how much relevant customer information is shown on the screen. Colleagues may require more or less information on the screen or other colour settings for the components used, and they can define these themselves. In the user profiles, all the settings can be designed specifically for each individual user.
With Connecsy Enterprise one can choose between a traditional GUI (‘Ronda’) or the Microsoft oriented GUI (‘Tila’). Either way one can select the number of queues to manage, the detailing in the availability status of ones contacts or client information displayed on incoming calls. Moreover, individual requirements regarding the information density on the screen or the mark up for the components are supported by user profiles, in which all settings can be designed specifically for each individual user.
These interfaces are both available if you are using the latest version of Connecsy Enterprise. Please contact us for further infomation.
Connecsy Enterprise makes employees accessible, no matter how mobile they are. For an extra personal approach, the user can quickly search (Find-As-You-Type) for internal and external contacts using extra information such as memos, public and private information, local numbers and availability on different platforms. This gives the telephonist immediate access to information about the current out-of-office status of all employees. Handy shortcuts on the keyboard mean that mouse movements are no longer necessary for common functions and calls on hold can be given priority by answering them first.
With it’s Whatsapp integration, a customer chat channel is easily added. On the same working screen used to handle incoming and outgoing calls, the attendant can handle multiple chat sessions or quickly lookup chat history for a customer.
Need to inform your customer or colleagues? Rapid responses can be sent by emails (Microsoft Exchange) or chat using Microsoft Skype, Teams or Whatsapp. In the unlikely event that nobody is available to speak to the customer, with just one click the operator can send an email, chat or call-back message with the name, number and time for a call-back request. Pridis has already integrated a number of templates of commonly used mail and chat messages for your convenience. Replacable tags in the templates offer automatically including name, number and time for a call-back request.
VIP: The benefit for the customer
Number recognition and links to memos based on earlier contact mean that your customers benefit from more personal contact. The customer never has to wait for long thanks to the option for different queues and for preferential treatment, where the telephonist decides which call will be handled next (VIP) and will be announced with or without an introduction.
Avaya, Unify, Cisco, Mitel, Clearvox and Lync
The design of Connecsy Enterprise is based on the philosophy that the console makes an important contribution towards communication optimisation, regardless of the size of the business that is using it and the platform on which your software is installed. The Pridis operator console links up seamlessly with your business processes. For example, Pridis integrates your platform with your list of favourites and out-of-office information, and with Outlook as an integral component in the operator console. Pridis has already realised successful connections with numerous platforms, such as Unify, Avaya, Cisco,Mitel, Clearvox and Lync.
For the user:
• one user-friendly, personally configured screen
• information about employee and telephone data availability at a glance
• ability to search for employees’ specific knowledge
• the option to ‘park’ multiple calls
• overview of call history
• email call-back requests with just one click
• call recording
For your customers:
• more personal contact thanks to number recognition and links to memos based on earlier contact
• multiple queues – customers never need to wait long or repeat questions/requests
• possibility of VIP treatment
• Incoming calls are handled on the basis of call information: VIP, urgent, waiting time, etc.
• Prioritisation – the telephonist can choose which call will be handled first
• The telephonist can create memos and mark numbers for an extra-personal approach
• Detailed information, such as availability, internal phonebook and agenda, is displayed in real-time