Improved Obtainability with Voice-supported Call Distribution and Waiting Loops

The customer's first impression is essential in influencing the future business relationship. This means that the customer should feel well cared for from the first call. The PBX with voice-assisted call distribution and intelligently deployed waiting loops can contribute before the first conversation. Bottlenecks in the switchboard can be bridged to promote sales, e.g. with information about the company or products. The customer has the feeling that the company is there for him from the beginning, rather than always getting annoyed about being confronted with a busy line.

Alternatively, even before making contact with the switchboard, the customer should also have the option of selecting the call destination (e.g. workshop, lab, shopping) not known to him by call number and to obtain this destination directly, but still to be picked up by the switchboard if the subscriber is busy or unobtainable.

A not unimportant spin-off of this solution is to take the strain off the switchboard.

Voice applications are included as standard in an elmeg ICT PBX to support call distribution and waiting loops. The voice and music required can be simply created as a Wave file and saved in the system. This offers diverse possibilities, such as branching options for a trunk, subscriber or team call to various destinations. Similarly, if busy, the option of automatic forwarding to another subscriber or central office or transferring to a waiting queue with the relevant instruction texts or with music.

The case of a car dealer is described by way of example:
The caller firstly hears an announcement with the departments available (Workshop 1, Advisor 2, Switchboard3) and by pressing a key is now directly connected to the required department without detours. Without a key input the caller is automatically transferred to the switchboard. If the switchboard is busy, the caller is placed in a queue where they can be provided with music, product information or offers. As soon as the switchboard is free again they are transferred there. After the settable waiting queue timeout, the caller hears an announcement and may choose with Key 1 to speak on the answering machine or automatically return to the waiting queue.

This scenario is also possible with the elmeg T484 PBX.