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CommsWare Console reduces call handling time, allowing your operators to answer more calls, improving operator call throughput.  

With CommsWare Console, calls can be quickly dispatched to the appropriate person or department using a simple mouse click or key press.

Problems Addressed

The switchboard with your new PBX doesn’t offer the customer service you need and fails to offer uniform call handling across a mixed telephony network.
 
New software releases on your PBX come with upgrade charges for your switchboard.

Your existing switchboard may be end-of-life, unreliable, or incapable of satisfying incoming callers’ expectations for high quality service.

Your existing switchboard may lack flexible queuing, user presence, paging support, or a comprehensive directory.  

Solution

With CommsWare Console you can save money on both equipment and staff while improving switchboard performance and customer service.

CommsWare Console provides uniform call handling across mixed telephony networks.

There are no upgrade charges for CommsWare Console with new PBX software releases.

CommsWare Console is telephone system-independent and does not tie you in to a particular manufacturer or proprietary technology. 

CommsWare Console works with all major VoIP and traditional telephone systems and is a modern alternative to proprietary screen-based consoles.

With mergers or shared services, centralising the operator function with CommsWare Console can save money.

With CommsWare Console, you get the benefits of VoIP technology without replacing your existing network. 

CommsWare Console has a powerful directory, updated in real time, and capable of integration with other databases. 

CommsWare Console improves operator productivity and provides better service for callers.   

Features and Benefits:

 queue salutations 

 In the CommsWare Console, queues can be configured to prompt the Operator to answer with different greetings. This is useful where calls need to be answered differently, such as in a multi-tenant environment. 

 queue announcements

 The CommsWare Console can be configured to play customised welcome messages and in-call announcements for each individual queue. These messages provide callers with reassurance and reduce the number of abandoned calls. 

  skills-based routing 

 The CommsWare Console can be configured with a number of different queues, allowing calls to be routed based on the services callers require. This allows incoming calls to be handled more effectively, being routed to the most appropriate Operator. 

vip queues

 The Queues in the CommsWare Console can be configured so that your most important calls are prioritised.  VIP callers receive better service because their calls are answered first. 

 queue alarms 

 The CommsWare Console has predefined thresholds for the number of calls in a queue and the length of time a call has been waiting. If these are breached, this can be highlighted to the Operators and to the Supervisor, allowing action to be taken immediately. 

  caller identity 

 When a call is received by an Operator, an automatic lookup displays  information about the caller, such as his or her name. This allows the Operator to offer incoming callers a more personal service. 

 returned calls

 If a call is returned to the Operator because the destination does not answer, the CommsWare Console automatically provides the Operator with details of the extension the caller was trying to contact. This allows the Operator to handle the call in a more professional manner. 

 historical performance statistics 

 The CommsWare Console provides comprehensive historical performance statistics on each individual Operator. This information is vital in managing the switchboard effectively and ensuring that performance targets are met. 

 call recording 

 With the Call Recording Option, the recording is automatically made from the beginning of the call. So, if the Operator realises mid-call that it needs to be recorded, say because of a threat, he or she just clicks on the record button and the full recording will be available. 

layouts

 Supervisors and Operators can create different layouts within the CommsWare Console. Layouts define how the screen is presented, including the font type and size, search and results fields, and how messages are presented. Layouts allow tailoring to particular organisations' or users' needs. 

 supervisor wallboard 

 With the Supervisor Wallboard Option, a large plasma display shows the current state of the queues, the call answering performance and the status of the Operators. This information can also be displayed on a Supervisor's PC and helps with the effective management of the switchboard. 

 presence 

 With the Presence Option, the Operator can see whether a member of staff is available to take a call, or is in a meeting, or on holiday. This improves Operator call handling and the experience for incoming callers. Presence is even available for speed dials and groups, allowing the Operator to see instantly when someone in Customer Services or Sales becomes available. 

speed dials

 The CommsWare Console includes numerous speed dials. These let Operators work more quickly because calls for the most popular destinations can be transferred with a single mouse click. 

calls parked for

 When parking a call, the Operator can park it for a specific person. This helps when managing multiple parked calls and makes it easier for the Operator to join calls together. 

flexible working

 The CommsWare Console frees you to deploy your Operators anywhere in the network, even working from home. This makes it much easier to handle busy periods economically. 

Case Studies:

NFR logo
Northamptonshire County Council Fire and Rescue Service

Screenshots:

Screenshots
CommsWare Operator Desktop
Screenshots
Supervisor and Wallboard

Approvals:

Avaya DevConnect Tested
 CommsWare Console with BTS Call Director Version 7.2.128.0, CommsWare server Version 630 and CommsWare client Version 1.0.53.0 solution has completed testing by Avaya’s DevConnect technical team, and is officially recognized as compliant. 
Cisco Compatible Logo
 
CommsWare Call Handling Version 1x has tested compatible with Cisco Unified Communication Manager 
Version 7x, 8x, 8.5x and 12x. 
Go to www.bts.co.uk/partners.html for disclaimer. 


The CommsWare Console and Commsware Contact Centre are certified for Skype for Business.