background
In collaboration with Emironet, we activated our advanced Wildix integrations for a major trade union organization in Emilia-Romagna.
This center, operating throughout the Emilia-Romagna region, provides citizens with the necessary support in dealing with tax authorities and family economic certification systems (ICEF and ISEE).
the goal of the project
Improve the operational efficiency and quality of customer service through the implementation of advanced tools for call management and supervision, ensuring an organized, responsive and monitorable communication flow.
a feature-rich switchboard
For an organization that manages a large number of calls on a daily basis, it is essential to have the right tools available to manage them efficiently.
For this reason, all the integrations implemented in the end customer’s switchboard are aimed at making work faster, more organized and satisfying.
1.Advanced Dashboard for Call Management
Advanced Dashboard for Call Management
We introduced an intuitive dashboard that allows operators to easily manage all incoming calls. Key features include:
- Call Management: quickly answer, hold, or reject calls.
- Call Forwarding & Conferences: forward calls to colleagues or start multi-participant conferences.
- Missed Call Recovery: unanswered calls are automatically added to a list, allowing operators to call customers back with a single click.
This solution streamlines call handling, improves team efficiency, and reduces wait times for users.
2.Control system for queues
A queue supervision system has been implemented that allows you to monitor and manage Call Center call groups.
Operators can view the status of queues in real time, optimizing call distribution and improving the quality of the service offered.
Features include:
- select the call groups you want to monitor;
- get a complete view of each queue’s performance;
- see how many operators are connected and their statistics;
- immediately identify critical situations;
- organize queues, assigning operators to the call groups that need them.
3.Reporting
To keep managers constantly updated, a daily reporting service was activated at the client’s request, providing detailed information on missed calls, broken down by call group.
This tool makes it possible to monitor switchboard performance and take timely action to optimize the service.
Ready to transform your switchboard?
Contact us to request a free consultation and discover all the available integrations