The Switchboard service provides the CSP’s enterprise subscribers with best-practice call monitoring and control capabilities via a web-based GUI which visualizes all of the enterprise’s users and calls. The service provides users with an intuitive and easy-to-use graphical interface for presence monitoring and advanced call control and includes a sophisticated call queue management console for call center agents.
Due to integrated IM/SMS for internal communication and presence notifications, the service improves the enterprise’s collaboration capabilities. To be even more beneficial to the organisation, the service can be integrated with enterprise address books and web-based CRM systems to improve automated and/or manual call processing and distribution.
The service has a high demand among business subscribers due to a clear graphical representation and intuitive control of all the enterprise’s calls. Additional simplicity and productivity provided by the service allows the CSP to attract and retain enterprise subscribers and boost revenue from an increased volume of successful internal and external calls. Switchboard is typically deployed together with Virtual PBX and Virtual Contact Center, allowing the operator to provide enterprises with a full package of high-value telecommunications services.
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Call Control and Monitoring. Switchboard features call state monitoring and intuitive drag & drop call control capabilities, including call transfer, call parking, call barge, call queue management, and other useful features.
Presence Monitoring. The service allows monitoring attendant status directly in the GUI. Each phone is displayed along with both user’s and device’s presence information.
Conference Management. The Switchboard user can open a conference box with a single mouse click and drag & drop the participants to organize an ad-hoc conference call.
Service Provider Benefits
Increased ARPU. The service boosts enterprise capabilities and allows them to streamline their communication and work flow processes, increasing the number of successful calls. The operator can also increase its revenue by charging a service fee.
Customer Retention. Due to effective call management process offered by the service, enterprises using Switchboard are less likely to switch to another operator.
New Subscribers. The service provides full-featured call center capabilities to SMEs, allowing the operator to increase its share in this market.
Productivity. Advanced call control and presence monitoring features help enterprises to ensure maximum employee availability and facilitates both internal and external communication.
Customization. The service features bi-directional integration with enterprise information systems, allowing them to facilitate their customer relationship management.