TeamView – Unified Operator

In today’s dynamic business environment, receptionists and operators play a critical role in managing communications, especially when delivering personalized and high-quality service. However, traditional attendant consoles often fall short in addressing the fast-paced needs of modern enterprises.

We believe that leveraging the expertise of seasoned receptionists to design intuitive and efficient tools can revolutionize how businesses handle incoming communications. That’s why we developed Unified Operator.

Unified Operator utilizes the phone system’s call routing capabilities, making it robust and ensuring compatibility with any reporting system that works with the phone system. This design eliminates single points of failure, such as dependency on a single SIP trunk, thereby enhancing the reliability and resilience of your communication infrastructure.

Introducing TeamView – Unified Operator

Unified Operator is a versatile solution second to none when it comes to personalized customer handling. It ensures that calls always land with the right and available person within the organization

Description

The solution is a Windows client that ensures fast operation. Upon startup, it loads a copy of the directory into memory, enabling quick searches and ensuring functionality even if parts of the company’s infrastructure fail.

Leveraging extensive experience in the field and feedback from receptionists at some of the world’s largest companies, TeamView – Unified Operator stands out as a top-tier solution and has been frequently evaluated as the most user-friendly in the field.

Its feature-rich application ensures swift performance, while built-in help allows users to get started with minimal training.

Platforms

The solution are tested with the following platforms:

• AVAYA
• CISCO
• Alcatel-Lucent
• Mitel
• Innvaphone

Benefits

• Enhanced Efficiency: Designed with input from receptionists, the application ensures quick and efficient operation, reducing wait times and improving customer satisfaction.
• Improved Navigation: Use of large icons and color coding simplifies navigation, making it easier to manage calls and other tasks quickly.
• Comprehensive Search Capabilities: Interactive and phonetic search features save time and improve accuracy in finding the right contact.
• Real-Time Updates: Integration with Active Directory, O365, and MS Teams ensures that status and availability information is always up-to-date.
• Better Queue Management: Real-time queue information helps operators manage call volumes more effectively, ensuring timely responses.
• Stress Reduction: By limiting the amount of information displayed at any one time, the system reduces cognitive overload, stress, and potential mistakes.
• Right Data for Decisions: Ensures receptionists have the right data to make informed decisions, preventing misrouted calls and wasted time.
• Enhanced Communication: Easily send messages and view detailed departmental availability, providing more effective alternatives than traditional busy lamp fields.
• User-Friendly Design: Low learning curve with built-in assistance and intuitive use of color and shape, making it accessible for all users.
• Accessibility and Inclusivity: Ensures usability for visually impaired and colorblind users, and supports multiple languages with easy customization.
• Robust and Reliable: Utilizes the phone system’s call routing capabilities to ensure robustness and compatibility with existing reporting systems, avoiding dependency on a single internal SIP-trunk.

Features

• Optimized for Speed: Designed for fast operation using a keyboard, with large icons and color-coded shapes for easy navigation.
• Windows Client: Ensures fast operation and loads a copy of the directory into memory, enabling quick searches and ensuring functionality even if parts of the company’s infrastructure fail.
• Call Routing Integration: Utilizes the phone system’s call routing capabilities for robustness and compatibility with existing reporting systems, avoiding single points of failure.
• Interactive Search Engine: Real-time search that is interactive and phonetic, allowing searches on multiple fields including name, title, department, company, skills, function, and business unit.
• Intelligent Search: Smart search functionality that predicts and finds results with partial inputs (e.g., “Al Wa” for Alma Wattson).
• Queue Management: Displays queue information such as the number of calls in queue and queue times.
• Active Directory/MS Entra ID and O365 Integration: Seamlessly integrates with existing databases for user and group management.
• Presence and Status Information: Provides phone status and MS Teams status, integrates with time registration systems to show if people are online or at work.
• Calendar Integration: Displays calendar entries and out-of-office statuses to keep track of availability.
• Efficient Information Display: Provides only vital information when searching and detailed information when needed, reducing cognitive overload.
• Enhanced Messaging: Send email or phone messages, see when a person is available, and view the whole department in detail mode to easily find alternatives.
• Intuitive Functionality: Uses color and shape on icons to ensure fast, intuitive functionality with a low learning curve and built-in assistance on mouse-over showing shortcodes for each action.
• Accessibility: Large icons with high contrast for visually impaired users, colorblind-friendly design, and configurable to work with JAWS and similar voice-assisting solutions.
• Language Support: Supports major Western languages and allows for custom translations via provided text files.

Pains without TeamView – Unified Operator

Without a comprehensive contact management solution, professionals might face:

• Slow Operations: Traditional systems may not support fast, keyboard-based operations, leading to slower response times.
• Navigation Challenges: Lack of intuitive design can make navigation cumbersome, increasing the risk of errors and inefficiencies.
• Limited Search Functionality: Without advanced search features, finding the right contact quickly can be challenging and time-consuming.
• Disconnected Systems: Without integration with existing databases and communication tools, status and availability information may be outdated or inaccurate.
• Ineffective Queue Management: Inadequate queue management features can lead to longer wait times and decreased customer satisfaction.
• Cognitive Overload: Excessive information can overwhelm users, causing stress and mistakes.
• Inefficient Communication: Without the ability to send messages or view detailed departmental availability, miscommunications and inefficiencies are more likely.

Use-Cases for TeamView – Unified Operator

TeamView – Cloud TAPI enables seamless integration and modernization of telephony systems. Below is a list of potential implementations where the benefits extend to, but are not limited to:

• Corporate Reception Desk: Large corporations with multiple departments and a high volume of daily calls needs an efficient way to manage incoming communications.
• Healthcare Facility: Hospital needs a robust system to manage calls to doctors, nurses, and administrative staff, especially during emergencies.
• Customer Service Center: Customer service center receives a high volume of calls and needs to efficiently manage queues and agent availability.
• Municipality/Goverment: A municipality handles a wide range of inquiries from residents, including services related to housing, public works, permits, social services, and more. The municipality’s reception team must manage high volumes of calls efficiently while ensuring that residents’ needs are met promptly and accurately.

These use-cases demonstrate the versatility and necessity of TeamView – Unified Operator in modern business environments, enhancing collaboration, improving the customer journey and ensuring that customers gets connected to the right person with a littele as possible overhead. Featues that saves a lot of money for companies with a high volumen of call.

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