Key Features
• SME Dashboard & Rich Analytics for immediate monitoring and analysis of company employee performance, as well as overall company performance.
• CLI management to ensure business CLI is presented to customers for visibility and greater return-call levels.
• Call hunting feature to ensure that all customer calls are routed to available employees, maximizing connectivity and increasing quality service levels.
• Easily monitor performance, such as total number of answered calls by active employees, average call duration, missed customer calls, lead return call time, number of active employee call responses, etc.
SME Business Manager
Many Small and Medium Enterprises (SME) have employees who rely on their mobile phones for all of their communications. As a result the capabilities and features of an office PBX or key system are not available to them. Yet, these enterprises have requirements for their employees to connect with customers as representatives of the business and in turn for their customers to be able to connect with the business.
Our SME Call Manager solution provides simple and powerful features to help SMEs connect effectively with customers. It manages the CLI for calls originated by employees from their mobile phones. The solution also provides a call hunting capability for incoming calls. This solution may be used stand-alone or combined with other Inovar enterprise solutions for maximum benefit.
When employees from a SME originate calls from their mobile phones the telephone number of the employee’s phone is presented as the CLI to the called party—the enterprise's customer. In some cases this may be suitable. However, much of the time the SME would like the main telephone number of their business, or a telephone number for a department, presented to the customer. This is what SME Call Manager accomplishes. Presenting the CLI of the business helps the called party identify the business as the caller rather than just a random number. It also provides a business contact number for returning phone calls. SME Call Manager includes a Call Hunting feature where incoming calls to the main business number, or the number for a department within the business, are routed in a sequential manner to numbers on a list until the call is answered.
Today's economy expects Small to Medium Enterprises (SME) to manage business communications from anywhere at anytime. Companies need maximum mobility as well as immediate access to company and employee activities and performance. SME's with employees who rely on mobile phones for all of their communications need to ensure customers feel they can directly access the enterprise and that employees are able to connect with customers as representatives of the company. SME Business Manager offers PBX-like features without any onpremise hardware, providing virtual access to indispensable telco features and traditional workforce management tools so SME's can immediately assess company performance and quality control, as well as employee availability and performance from anywhere.
SME's offers a rich set of analytics for on-demand assessments of employee and company quality, efficiency and customer service levels. A serial call-hunting feature ensures all incoming calls are directed to numbers associated with available employees, ensuring increased connectivity with customers. The easy-to-use dashboard provides real-time data analytics, so SME's can easily monitor performance, such as total number of answered calls by active employees, average call duration, missed customer calls, lead return call time, number of active employee call responses, etc, and compare with company-wide performance.