Mehrere Mitarbeiter arbeiten in der Kunden-Hotline und beantworten telefonisch Kundenfragen. Sie nutzen die Telefonie-Software XPhone Connect für ideale Erreichbarkeit.

Hotline-Management for Microsoft Teams

Including GDPR-compliant Reachability analysis.

Intelligent call routing. Perfectly integrated.

Whether sales, marketing or helpdesk: every team has different communication requirements. But how can the different requirements be met without the variety of tools provoking unnecessary communication breaks?

The solution: a client that is optimized for the most demanding telephony requirements and hotline management - and integrates seamlessly into your team infrastructure.

XPhone Connect is a proven, GDPR-compliant communication client that was developed for complex telephony requirements.

Perfectly suited for the switchboard & call groups:

Intelligent call distribution to numerous hotlines
Hotline access both mobile via app and when working from home
Clear evaluation of availability, telephone load and waiting times (works council-compliant)
Data protection-compliant access to all company contacts
Reliable identification of incoming calls
Automated presence management so that calls never go unanswered again

XPhone and Microsoft Teams work together perfectly. XPhone users can see the presence status of colleagues using Microsoft Teams and vice versa.

Employees at the head office can see at a glance who is available and can transfer calls seamlessly and directly to a free Teams user.

This means that every employee has the communication tool they need to perform their tasks optimally, without the variety of tools putting a strain on collaboration.

Thanks to the extensive hotline and analytics features, you can simultaneously increase your reachability, customer satisfaction and the efficiency of your processes.

The right tool for everyone

Even the most capable employee can't do their job if they don't have the necessary tools.

With XPhone Connect TeamLink you can square the circle: the optimal tool for everyone. Communication breaks for no one.

Zwei Personen im Kundenservice sitzen mit Headsets an ihren Computern im Callcenter. Die Frau im Vordergrund spricht in ihr Mikrofon und macht sich Notizen.

Intelligentes Call Routing

XPhone is THE solution for smart hotline management. Call groups can be set up easily and across locations. Callers are already identified in the queue and then distributed to the team according to the desired distribution strategy.

Junge Frau lächelt beim Blick aufs Smartphone in einem Café – moderne, mobile Kommunikation mit XPhone im Arbeitsalltag.

Full access via app

The entire hotline management is also available in the mobile app. Here, too, you have an overview of all KPIs: from the available hotline staff to the queue and the longest waiting time.

Fröhliches Team in modernem Großraumbüro mit lockerer Kommunikation und gemeinsamer Projektarbeit mit Präsenzanzeige, Teamchat und Live-Kommunikation.

Evaluation of telephony data

With XPhone, you always know how high your telephone load and reachability are. Thanks to the transparent analytics tool, you can identify bottlenecks and peak loads at a glance and flexibly compare time periods. Naturally, it complies with data protection and works council regulations.

Großraumbüro mit mehreren Mitarbeitenden an Schreibtischen, konzentriert am Bildschirm oder im Gespräch, in heller moderner Arbeitsumgebung.

Easy call transfer

Is an employee in a meeting, on the phone or available? XPhone's intelligent presence management leaves no question unanswered (and not just in this regard). Callers can be transferred directly to available team users and will never again end up in limbo.

Supportmitarbeiterin im Callcenter nutzt XPhone zur professionellen Kundenbetreuung.

Caller identification

Who's ringing? Unknown callers are not only annoying, they also usually waste time. With XPhone, you can connect a wide variety of databases. This means that all contacts are reliably displayed with their name and company name when the phone rings.

Eine Mitarbeiterin arbeitet am Bildschirm. Durch die Kommunikations-Software XPhone ist sie optimal vernetzt im Arbeitsalltag.

Presence synchronization

To get a good overview, you need to look beyond the horizon and, above all, beyond the tool: that's why XPhone not only knows all Outlook appointments, but also knows whether an employee is in a Teams meeting. This means that the presence status is always up to date.

Data protection compliant contacts

Flexible free text search across all databases

If you make a lot of calls, you don't want to waste time searching for contact details. And you don't have to.

Whether SAP, Salesforce or other CRM and ERP systems: with XPhone, all contacts are available in a flexible free text search, while they are stored securely on the company server in compliance with data protection regulations.

And not only in the office and when working from home, but also on the move via mobile app.

At the same time, the data is used for reliable identification of incoming calls : so you always know who is waiting for you at the other end as soon as the first call rings.

"We can get a new hotline up and running in 10 minutes. Colleagues who travel a lot can also log in to the hotline via the app. I don't know of any other software that offers this feature."

MAGNUS KRUG | GLS IT-SERVICES

Evaluate call data. Optimize reachability.

The more you know, the better you can plan. That's why our integrated analysis tool provides all the data you need to make optimum use of personnel resources, improve reachability and thus increase customer satisfaction. Without any additional costs!

Thanks to analytics, you know, among other things