Connecsy for MS Teams (EN)

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Whether your business is large or small, efficient communication is always a challenge. Companies are being increasingly confronted with different types of contact channels. So how personal and efficient is the contact with your customers? And how accessible are your employees?

CONNECSY FOR MS TEAMS: THE SOLUTION
In order to do business efficiently, you want be able to guarantee a fast response to customer queries. The modern Connecsy for MS Teams not only makes it easy for your employees to answer and forward telephone calls and handle chat, but it also helps them to handle contact with customers very professionally thanks to the additional customer information it provides. Connecsy™ users can view all the necessary availability and accessibility information at a glance without having to switch between screens. Attendants can use chat, mail and options to pass on-call information to individuals or groups in the organization, or easily take over calls from other locations during busy hours. Improve your communication and your business performances and increase customer satisfaction.

_{CLOUD, PREMISE & HYBRID BRIDGING PLATFORM FOR MULTI-VENDOR CONTACT CENTER AND MICROSOFT TEAMS AT THE BACK-END}

FAMILIAR & EASY TO USE
Pridis has a rich history of 30 years in developing and providing attendant consoles. Connecsy™ for Microsoft Teams is the outcome of extensive collaboration with users, including receptionists, call center agents, and supervisors. Its user interface closely resembles that of Skype for Business and Microsoft Teams, allowing users to customize their layout and information to enhance their workflow. Users can determine which panels to show, the number of displayed queues, favorite contacts, search preferences, and more. Additionally, within user profiles, all settings can be tailored to meet the specific needs of each individual user.

PRESENCE AT A GLANCE
As an essential part of customer communication, your attendants need all the information they can handle to answer the callers or give them feedback. Use the integrated calendar to quickly see appointments of colleagues, or use the multi-source presence information to reach an available employee while searching. Use the favorites panel to get the presence of VIP in a quick glance. Easily see or take notes during the call, that is visible for colleagues when the call is transferred.

OMNI-CHANNEL
On the same work screen used to handle incoming and outgoing calls, users can start a chat or group instant messaging or sent an email. Use the built-in templates to automatically include name, number, and time for a call-back request for rapid responses.

EFFICIENT CONTACT HANDLING
Connecsy™ for Microsoft Teams ensures that employees remain accessible, regardless of their level of mobility. For a more personalized approach, users can swiftly search for internal and external contacts using additional information like notes, public and private details, local numbers, and availability on various platforms with the Find-As-You-Type feature. Save time by utilizing the intelligent Lookup, which displays contacts who have interacted with the attendant before, making selection easier. Calls can be transferred effortlessly through drag and drop, and convenient keyboard shortcuts eliminate the need for frequent mouse movements for common functions.

Basic Features

Make attendants more efficient and satisfied
Manage the queues in real time
Chat with customers and colleagues
One glance presence from multiple sources and colleague availability
Easy call handling between multiple locations
Use the existing telephony infrastructure
One solution that supports multiple UC platforms
Cloud or on-premise implementations
Designed for Microsoft Teams™

VIP: THE BENEFIT FOR THE CUSTOMER
The customer never has to wait for long thanks to the option for different queues and for preferential treatment, where the telephonist decides which call will be handled next (VIP) and will be announced with or without an introduction.

FLEXIBILITY
Integrate additional applications such as webcams or barrier control seamlessly into a panel within the adaptable layout. Connecsy™ facilitates the integration of third-party applications as well as custom-made solutions.

CONNECSY™ AVAILABLE AS WEB CLIENT
The main advantage of the Connecsy™ web client is that attendants can handle incoming business communications directly from their browsers. Attendants are, therefore, no longer dependent on the software running on the computer. Depending on he underlying communication platform, the functionality of the web client is the same as for the desktop client. Of course, Pridis will keep the desktop client available and up-to- date, so users can choose for themselves which client they prefer. An additional advantage of the web client is that users become even less dependent on the location and the device they work with. Pridis expects that in the future the mobile workplace will play an even more prominent role in business and therefore responds to the changing market with the web client.

Solution Benefits

We support multiple vendors
Continue to handle customer calls, even when Microsoft Teams is unavailable
Connecsy™ for Microsoft Teams can connect on E3 and E5 cloud platforms
Use any of the Microsoft Teams certified SBC’s (session border controller)
Can be used for multiple UC platforms at the same time, a hybrid configuration
Always up-to-date phonebook by syncing it with Microsoft Teams directory

Web client benefits

No physical installation required
Always available on the internet
Ideal for flexible workspaces and mobile workers
Scalable solution for customer services, info desks, support desks, and attendants
Subscription-based SaaS solution
Easily add integrations by API connections
Tailor-made functionality on request

KEY FEATURES & BENEFITS

Queue Management
• Number of queues
• Workflow/skill management
•Availability based on calendar settings

Queue Parameters Routing/Overflow
• Based on number
• Time in queue
• Re-routing by closing queue
• Opening and Closing

Messaging
• Availability-based routing
• Send attachments
• Message history

Productivity
• After call work
• Colleagues calendars (Google calendar, M365, Exchange)
• Easy transfers
• Favorites/VIPs
• Multiple presence sources

Analytics
• Historical call statistics
• Real-time presentations

Call Distribution
•Round Robin
•Random
•Manual queue picking
• Waiting-time-based
• Voice logging

ADD-ONS

Voice-logging
Automatically record both sides of the conversations.

Braille
Add vocal and braille control for visual impaired attendants.

Active Directory Connector
Keep your phonebook up to date with your Avaya directory.

Messaging
Add a chat channel for your customers and route chats towards back-office employees.

Recording
Add the recording option so to train new employees more effectively by listening to real conversations.

Pridis

Huis ter Heideweg 56A

3705 LZ Zeist

The Netherlands

+31 85 008 29 00

sales@pridis.com

www.pridis.com

2024-01-02 15:24 MS Teams