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Desktop tools for operators and managers

It is essential that operators and managers have access to up-to-date and accurate information they need to deal with incoming calls efficiently and professionally.

Our Windows Operator Console (WOC) provides centralised phone operation in a familiar Windows environment. Using drop down menus driven by either a mouse or a keyboard, WOC gives operators, managers and supervisors a high level of call management and control, and makes it very easy to transfer calls to the correct people.

Operators are able to quickly take messages, clicking on the name of the intended recipient and then typing the message into a dialogue box, which automatically notifies the recipient through the message waiting lamp, or the LCD on their featurephone.

Alternatively, operators can very quickly drop the call directly into the desired voicemail.WOC can also be set-up to display an on-screen company directory, and features a high level of management reporting to show, for example, incoming call volumes to identify times of peak demand. The software can also run in background mode, allowing the operator to work in other applications until a call is received. An IP-WOC is also available which can operate as a soft phone, removing the need for a featurephone at the operator location.

Key benefits:

  • Calls can be quickly and easily transferred to the desired extensions from the operator
  • Provides visual confirmation of who is available to take calls, who is already on the call, or who is in Do Not Disturb (DND) mode
  • Maximises customer satisfaction as all calls can be handled quickly and efficiently.
  • Operators can handle calls swiftly, reducing call waiting times
  • WOC provides statistics on call volumes such as the number of calls in each hour, and how long they had to queue
  • IP-WOC reduces the need for additional hardware as it can act as a soft phone, not requiring a fixed featurephone on the desktop

For more information, please download the brochure.

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