Automating the Skype4B Receptionist

by Gary Audin Your receptionist is typically the first point of contact with your organization. You need to leave a positive impression with those calling in. The function of being a receptionist must be easy to use, simple, and intuitive. Providing a color visual presentation, using game application on the screen, goes a long way to improving the productivity the receptionist. You also have to worry about the temporary receptionist who comes in for lunch, two or more receptionists spread out through the offices or hospital, and avoiding training of the receptionist. John Cray, VP Product Management at Enghouse Interactive www.enghouseinteractive.com and Gary Audin recorded this podcast the Enterprise Connect conference. John discusses how to handle calls smoothly to improve the customer service experience. He also talks about how to improve efficiency and deal with complex situations. The number of calls per hours is important. You also may want to connect the receptionist to other systems internally such as CRM. John discusses TouchPoint Attendant Console http://www.enghouseinteractive.com/touchpoint-attendant/ which is a serverless platform that’s easy to implement that meets these requirements. Enghouse Interactive’s integrated suite of solutions includes omnichannel contact center, self-service, attendant operator consoles, and workforce optimization. This wide portfolio places Enghouse in the unique position to offer customers and partners a complete, fully featured single vendor solution. These solutions support the full range of deployment methods from premise-based to private, public, or community cloud and even hybrid requirements. Their solutions scale from a single site call reception console to multi-tenanted, multimedia contact centers with users in excess of 10,000. They have more than 1 million agent seats handling over 1 billion interactions through our systems daily – making Enghouse Interactive one of the biggest providers of customer contact solutions in the world.