Every communication solution has its strengths – and every department has its own requirements. Combine Microsoft Teams with XPhone Connect and enjoy the best of both worlds.
Colleagues who spend much of their day on the phone will appreciate it.
How XPhone expands Microsoft Teams
- XPhone bundles contacts from numerous applications such as SAP or Salesforce and makes them available via free text search.
- All relevant data (e.g. customer number, order list) from these applications can be displayed directly in a dashboard when a call is received.
- All data is stored on your own server in compliance with GDPR.
- You can set up intelligent call groups and queues.
- Thanks to a clear call evaluation, you have a precise overview of peak loads and waiting times.
- Ideal for the switchboard: the Team-Panel gives you an overview of the presence of all employees. And in compliance with works council regulations.
- You can send and receive faxes from your home office.
Perfectly integrated in parallel operation
- Targeted integration is crucial so that two communication solutions can be used in parallel. Otherwise, one client rings while an employee is conducting an important meeting in the other client.
- XPhone solves this problem withbidirectional presence synchronization XPhone recognizes when an employee is in a Teams call and automatically redirects calls.
- This also works the other way round: if an employee makes a call via XPhone, this is displayed in their Teams status.
- Your benefit: No disruptions and a communication solution from a single source. And a presence system that automatically displays the correct status of all employees at all times.
- You can also configure XPhone so that all calls are routed via Microsoft Teams. This means that you also benefit from call identification for Teams calls, for example.
- Thanks to federation chat & presence exchange also works across system boundaries. XPhone users can chat with Teams users and exchange their presence and telephony status.
All contacts at hand
Contacts are the basis of all communication. But where are they? In Outlook? In SAP? And who is actually calling me right now?
With XPhone, these questions don't arise. All contacts are bundled and are available in the XPhone Client via free text search. XPhone accesses the original data sources. There are neither redundancies nor outdated data.
The desired databases are connected to the XPhone Directory - and contacts from Outlook, Active Directory, SAP, Salesforce & Co. are available in the office, home office and on the go , even though the data is not stored in the cloud, but securely and GDPR-compliant on your server.
Particularly helpful: all callers are reliably identified on the same database.
Caller data from ERP & CRM
Identifying callers is a good start. But XPhone goes one step further: in addition to the name, all relevant caller data can be displayed in the so-called "dashboard" when a call is received.
If a customer calls the sales department, the dashboard can display the customer number, orders etc., for example. If the same customer calls the service department, the tickets are listed.
This means that every employee always has exactly the information they need for their work. Completely automatically.
The dashboard not only provides data, but also links: With one click, for example, a ticket or an opportunity can be opened where the caller data is stored directly.
Your gain? Your employees save time. And your customers enjoy excellent service.
Intelligent hotlines & call groups
Speaking of service: you can offer your customers this by being available in the best possible way. To maximize your availability, XPhone offers integrated hotline management with "TeamDesk": TeamDesk ensures that calls are optimally distributed to a team. Simple, intelligent & self-organized.
You can set up as many hotlines as you like - both across locations and PBXs. Employees can also log in from their home office or even while on the move and work on the hotline.
In addition, the call load, missed calls, load peaks etc. are automatically evaluated. This allows you to plan your staff deployment optimally and ensure that as few calls as possible are lost.
Maximum overview thanks to presence management
Availability can be achieved not only with intelligent hotlines. But also with equally intelligent presence management.
XPhone is linked to your Outlook calendar, knows your appointments and automatically sets up a forwarding to your voicemail or your colleague if required.
The "Info when available" informs you via pop-up as soon as a colleague is available again after a Teams meeting or a telephone call.
The Team-Panel provides a maximum overview: the presence status and availability of entire departments can be clearly displayed here. Calls can also be forwarded via the Team-Panel with just one click. This provides you with an ideal attendant console for the switchboard.
Chatting between Teams & XPhone
Every employee has different communication needs. While one person makes 50 phone calls a day, another mainly uses chat and screen sharing.
It can therefore make perfect sense to use Microsoft Teams for one department, while XPhone is used in telephone-intensive areas such as sales.
The good thing about it: thanks to our federation function, chat and presence exchange also work across software boundaries. XPhone users can chat with Teams users.
Presence status can also be exchanged. Incidentally, this exchange works not only internally, but also across company boundaries.