With TeamDesk, calls are optimally distributed among the team.
Even when working from home or on the move via app.
Your service hotline is constantly busy, but your customers still often don't get through?
Maybe you don't lack employees at all, but only an efficient use of your resources.
With TeamDesk, you can ensure that calls are optimally distributed among the team – even when working from home.
The best of both worlds.
Whether it's an external customer hotline or an internal IT helpdesk: how satisfied a caller is in the end depends crucially on your availability. The crux of the matter: solutions for intelligent call distribution are generally not only expensive and complex. Above all, they are isolated solutions that cannot be integrated into corporate communications.
With TeamDesk, you get the best of both worlds: intelligent call management that is significantly less complex and expensive than a call center solution, but offers far more than a simple ACD or group call.
What neither ACD nor call center software can offer you: with TeamDesk, you can set up teams across locations and PBXs: set up as many hotlines as you like and define distribution strategies, business hours, thresholds & wrap-up times for each hotline.
One client for all.
Whether softphone or cell phone: TeamDesk users can work with any end device and also log in when working from home. Whether presence status, chat or screen sharing: as all employees in the company use the same client, hotline members can not only exchange information with each other, but also with all other colleagues at any time.
Your service not only benefits from more efficient communication, but also from more information. Callers are identified while they are still in the queue. All customer data from ERP, CRM etc. that is relevant for the hotline staff can also be displayed directly in the client via the dashboard.
Analytics provides you with all the information about your availability: you will find all the data on call volumes, availability and waiting times presented in clear diagrams.
Only XPhone can do that.
- Flexible team composition
- Across locations
- Across telephone systems
- Team members can
- Use Softphone
- Use AnyDevice
- Use the mobile app
- Log in while working from home.
- Hotline employees do not need their own client.
- Caller identification already in the queue
- All customer data is available via dashboard.
- Teams can manage themselves (at no extra cost).
- Team members who have not answered several calls are automatically logged out of all hotlines.
- XPhone is simple & deeply integrated. That means
- No expensive customising
- No long training period
- No impenetrable license jungle
Intuitive. Clear. Integrated.
Hotline management without obstacles.
TeamDesk users see in the client:
- Their TeamDesk status: they can log in manually or automatically via the presence status.
- Their hotlines
- Am I currently receiving calls from the hotline?
- How many team members are currently available?
- How many callers are in the queue?
- A visual warning (red/green) indicates when thresholds are exceeded.
The detailed view shows TeamDesk users:
- How many team members are on the call?
- How long is the longest waiting time?
- Overview of callers in the queue (incl. waiting time)
- What is the distribution strategy for the hotline?
- What are the business hours?
- Which members are assigned to the hotline?
- Team leaders can assign members to the hotline or cancel their assignment. In self-organised teams, all members can take on this function.
"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 this function from any other solution."
MAGNUS KRUG | GLS IT-SERVICES
All features at a glance
| Single Server Deployment |
✔
|
| PBX-independent | ✔ |
| Teams can work across locations | ✔ |
| KPI display in the client
| ✔ |
| Login from home & via mobile app | ✔ |
| Use of any end devices (Softphone/AnyDevice) | ✔ |
| Caller identification already in the queue | ✔ |
| Dashboard integration (display of all relevant customer data) | ✔ |
| Distribution strategies
| ✔
|
| Distribution strategies
|
|
| A hotline can be available under several telephone numbers (e.g. country-specific numbers). | ✔ |
| Integration of TeamDesk users into company-wide communication
| ✔ |
| TeamDesk journal
| ✔ |
| Different business hours & individual announcements per hotline | ✔ |
| Drop to
| ✔ |
| The hotline from which a call was forwarded is displayed in the caller pop-up. | ✔ |
| Automatic logout of team members if calls are not answered | ✔ |
| Teams can organise themselves. | ✔ |
| Voice recording |
requires |
| ✔ |
| Log in & log out via system telephone / status display on system telephone | - |
| Black-/Whitelisting | - |
Evaluate call data. Optimise accessibility.
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 availability and thus increase customer satisfaction. Without any additional costs!
Thanks to analytics, you know, among other things
- how many calls are lost
- on which days and at what time the loss rate is highest
- how long callers have to wait on average
- how the call load develops over the course of the year
Why is intelligent hotline management so important for companies?
Efficient hotline management ensures that customer inquiries are processed quickly and reliably. This not only increases customer satisfaction, but also relieves employees through structured processes and transparent responsibilities.
What are the advantages of intelligent call distribution?
Targeted distribution of calls to available and qualified contacts reduces waiting times and resolves issues more quickly. At the same time, bottlenecks and overloads can be better avoided – even at peak times.
How does modern hotline management support decentralised teams?
Intelligent hotline solutions work regardless of location – whether in the office, working from home or on the move. Your service team remains available at all times without the need for a complex technical infrastructure.
Is it possible to distribute calls across different locations or telephone systems?
Yes, with the right solution, calls can also be distributed across locations and telephone systems. This allows teams to work together seamlessly – regardless of where they are based or what technology is in use.
What options does a hotline solution offer compared to traditional call forwarding?
Modern solutions offer far more than simple forwarding: for example, presence queries, skill-based routing, VIP routing, automatic escalations or time-controlled scenarios. This increases availability and significantly improves service quality.
Why is the integration of hotline and internal communication so important?
Hotline teams work most effectively when they do not operate in isolation, but are part of the overall corporate communication. Only when hotline employees and colleagues from other departments work in a shared system can information be shared quickly, queries clarified directly and processes designed consistently. This avoids isolated solutions, makes communication more efficient – and measurably improves customer service.
What role does data analysis play in hotline management?
Sound data analysis is crucial for identifying bottlenecks at an early stage and planning resources efficiently. Only those who know when a particularly large number of calls come in, how long calls take or how high availability really is can manage their team in a targeted manner. Modern hotline solutions provide detailed evaluations in real time – as a basis for well-founded decisions and continuous optimisation of customer service.
Screen Sharing
Business Chat
Contact Integration
Dashboard
