Heedify

Fichier 5

Heedify

Call Center

Receptionist Console for Microsoft Teams

Enables your Receptionist to be more efficient and complete a wide array of tasks whitin the Teams client.

 

Complete Microsoft’s Teams offering to deliver a professional telephony environment for Receptionist

Microsoft Teams is a wonderful platform for most of organisations users but it is still very insuffisant for people with advanced usage of telephony like receptionist.

Heedify Receptionist console is a Native Teams app that adds all required features for attendant to handle efficiently customer calls. 

Being a native Microsoft 365 application by using  Microsoft Graph API with teams telephony system and a SaaS product, our solution are very easy to setup (no installation required) and  guarantees a high level of resiliency and flexibility

 

All required receptionist features with a cohesive experience

Heedify receptionist is a native Teams application that complements the Teams client with the features and integrations necessary for the receptionist daily tasks while respecting the best the Teams user experience

 

All what a professional Receptionist needs included

Greeting and Call Queuing
  • Custom greeting message 
  • Flash message, emergency message
  • Queue waiting Music 
  • Queue state monitoring
  • Agent hunting (Round Robin, Parallel, etc…)
  • …
Contact Management
  • Personal (external) contacts 
  • Supervise important organisation person’s presence status
  • Add personal notes on contacts
  • …
 
Call Control
  • Caller identification
  • Blind transfer
  • Supervised transfer
  • Conference
  • Call history
  • …
Integrations
  • Active directory integration  
  • Outlook and Teams integration  
  • Chatbot integration 
  • Calendar integration
  • ….
Call Statistics

Monitor efficiently customer experience via a complete reports

To enable admin and team leader to better track performance and user experience we include ton of reports about calls, agents, performance and we keep data for 12 moths so that admin can have a 360 degree view about the business 

we developed a performant permissions system secures access to of reports

  • Total calls
  • Total answered calls
  • Forwarded calls
  • Abandoned calls
  • Calls by origin ( Internal or external )
  • Calls by Queue
  • Calls by agent
  • Average wait time
  • Average call duration
  • Calls volume by day hours ,month days or week days
  • ....