• Visible caller information that is available from their end-user account, such as e-mail, packages, scope of service and preferred agents.

• See whether calls are internal or external, and show images from the avatars that have been uploaded by your agents and your end-users.

• Set default greetings that your call handlers will use when first speaking with the caller, and any call handling information needed.

• Add notes on the user as the call is happening, to share information with your colleagues, such as what happened on the last call.

• Unobtrusive but easily visible pop-up notification of the telephone system notifying of an incoming call.

• Log the outcome of the call, by creating a new ticket, or updating an existing ticket quickly and easily from the same interface.

• View other calls logged at their business, to see if the issue has arisen for other people at their location, and stop duplicates.

• Assisted transfer is available also, so you can bridge the gap between the caller and the person you’re transferring them to.

• Overview the user’s active tickets as they call through, so you can easily find the ticket that they may be calling about.

• Transfer calls to your colleagues, if the caller wishes to speak with them, or to escalate with the relevant departments quickly.

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Setting up your Cisco integration couldn’t be more straightforward. As with all our integrations, our support team are on standby should you require further assistance.

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