Customer demand drives development of SfB enhancement
A new cloud-based enhancement for Skype for Business (SfB) has been launched by communications technology specialists, TeleWare. The only solution that incorporates compliant voice recording with Interactive Voice Response (IVR) and enterprise class voicemail. The enhancement will capture and analyse call data, helping users to gain a deeper insight into their business. The result is improved employee engagement, businesses agility, process efficiency and customer satisfaction.
Steve Haworth, CEO of Teleware Group, said “We developed this solution to respond directly to the fact there are some limitations with the ‘off the shelf’ offering. A number of existing customers have come to us looking for a recording solution that they can use within their SfB interface. This new offering allows businesses to integrate additional functions to enhance the core product. It is integrated into the existing network infrastructure and requires little investment, making it an easy and cost effective solution to deploy.
He went on to say, “The real value of this enhancement is through the analysis of the call data captured. This business insight is translated into valuable information that can be used to train and coach staff to provide a better customer experience. Ultimately, improving productivity, increasing revenue and lowering costs.”
The key SfB enhancements offered by TeleWare are:
Cloud-based Voice Recording – the cloud-based Voice Recording solution allows customers to record voice calls through their SfB interface. The easy-to-deploy solution is fully FCA and Dodd-Frank compliant. Active recording methodology provides a direct connection from the Lync Servers to TeleWare’s solution for reliable and efficient service.
Enterprise Class Voicemail – easy, visual management of voicemail, putting an end to trawling through menus and audio files. This device-agnostic application provides a list of voicemails by contact and time, allowing the user to rapidly identify and prioritise voicemail responses and ensuring no important information is ever missed or lost.
Interactive Voice Response (IVR) - with TeleWare’s IVR, businesses can enhance their customer experience by offering alternative contact options, including call-back, email and SMS, eliminating caller waiting time and abandoned calls.
Intelligent Number – this function, exclusive to TeleWare, is a non-geographic number that travels with, and is associated to the user rather than a device, meaning that the number can be accessed on any device, fixed or mobile, around the globe.
Comprehensive Reporting Services – TeleWare’s analytics solution provides productivity and performance reports, giving complete visibility of the customer journey. Our reporting service provides easy-to-understand information which enables businesses to quickly identify where improvements to the customer experience can be made.