Control and optimize accessibility with a Phonalisa IP telephone system

Many entrepreneurs and company bosses always ask us how they can manage to optimize the telephone accessibility in their company. Because it is often the case that customers are either not put through and instead “starve” in the queue or that the connection is simply occupied. The potential customer calls another company and the order is lost.

It is so easy to optimize the accessibility with the help of the Phonalisa IP-telephone system and thus to increase the customer satisfaction and employee motivation. The statistics and CDR data help to find out why the company cannot be reached by telephone. Once the reasons have been discovered (e.g. too few voice channels (channels), incomplete personnel deployment planning,…), you can now start to tackle optimizations and literally “get the cow off the ice”.

There are many reasons why a call is missed:

  • all employees go together for lunch
  • a call center agent is still busy with postprocessing
  • no call diversion is configured in busy case
  • Conducting a team meeting and the head office is not occupied
  • Employees are on vacation or sick and the calls cannot be taken over
  • Holidays (not in every state at the same time)
  • etc.

With the following Phonalisa functions and configuration possibilities, the accessibility can be controlled and optimized:

  • adjust the incoming routing to the needs of the company
  • Create time profiles for handling calls outside business hours, on weekends and holidays
  • Night answer function for group calls
  • Personalized voice mailboxes with email delivery
  • usage of the fully flexible Phonalisa call diversion system, e.g. for call diversions when busy or when no one answers the phone
  • Language menus (IVR) for placement with suitable colleagues/department
  • Connection of external agents who are e.g. sitting in the home office
  • Parallel call on mobile phones
  • set up Pickup-groups that are allowed to take calls from colleagues
  • Central drop point
  • uvm. depending on individual case

The statistics help to analyze – when calls are lost or when the telephony volume is at its highest

The routing system allows you to control exactly when and where a call should be routed

Other examples for the optimization of accessibility

The fully flexible Phonalisa call diversion system

The Phonalisa Time-Management

Ring delay for group calls

External agents from home office workstations