SIMPLIFY THE TRANSFER OF DIALOGS

Transcription

1 SIMPLIFY THE TRANSFER OF DIALOGS Easy transfer of multimedia conversations in Skype for Business LUWARE.COM

2 INTRODUCTION WHAT IS SWITCHBOARD? When contacting a company via telephone the caller experiences something like an audible business card. Thus, in order to transfer calls professionally, it is extremely important to be aware of the staff s availability and to be able to initiate the forwarding process with little effort. For the caller will draw conclusions with regard to your services and standards based on this impression. We have developed SwitchBoard, an application for Skype for Business that is integrated natively in the client, to improve your staff s capabilities. SwitchBoard provides easy control of all communication functions based on Microsoft UC technologies, offering all of the UC features known from Skype for Business: Voice IM Video Desktop sharing Conferencing Presence status

3 FEATURES WHAT IS SWITCHBOARD CAPABLE OF? Switching calls to on hold and retrieving them with a single click Callback requests via with a single click Blind transfer with a single click Consultative transfer to forward calls only after consultation/permission with a few clicks Calendar integration to check the availability of individual contacts Search for contacts or teams in Skype for Business and Outlook Check-back via chat with a single click Template-based and chat notifications

4 SETTINGS INDIVIDUALIZATION OPTIONS FOR SWITCHBOARD The user may assign important functions (blind or consultative transfers) to frequently used mouse functions, such as single or double click. This helps reduce the call processing time. Furthermore, it is possible to define the period after which a window is closed after successful forwarding or termination of a call. SwitchBoard users may also configure individual templates for and chat messages; e.g. requests for callback or call transfer. This allows different texts to be used.

5 INTEGRATION & ARCHITECTURE INTEGRATION WITH OTHER LUWARE PRODUCTS SwitchBoard is a stand-alone application and requires no integration with existing contact center environments. For employees who transfer many phone calls or simply for forwarding conversations internally it provides perfect support and simplifies the operation of the Skype for Business client. The application developed by Luware runs in the conversation window (in the Silverlight sandbox) and is provided by a web server. It is displayed by Skype for Business in each conversation. Unlike other solutions SwitchBoard is not a fat client application and therefore does not need to be installed on the operating system of each user. Calendar integration and callback requests require no linking to Exchange or other standard mail programs.

6 WE ARE LUWARE Luware is a leading provider of customized service platforms based on Microsoft Unified Communications (UC) technologies. The portfolio includes solutions for contact centers, team-acd or single-user workstations for the following channels: Chat, Voice, Video, Mail, Social Media and Co-Browsing. Thanks to latest technologies such as WebRTC, CRM integrations, recording solutions and other add-ons, Luware offers the full range of all additional functions for Skype for Business and Lync. The experience and expertise include business processes in customer service, Microsoft UC technology, product development, project management and software engineering. Our products impress with Swiss quality, are extensive in possibilities and are simple and intuitive in use. Luware AG Hardturmstrasse Zurich Switzerland Phone: Mail: solutions@luware.com