Easy to Manage Workgroup Call Routing
MaxGroups enables managers to easily configure and manage call routing and queuing rules for their departments or workgroups. The integrated reporting module further enables managers to ensure that every call is answered in a timely fashion.
The Business Challenge
Virtually every organization needs to route inbound calls to workgroups or departments requested by the caller. However, setting up and maintaining those call groups usually means involving the IT department – and waiting in line for the IT backlog.
On top of that, once call groups are set up, there is little if any management reporting to ensure that departmental objectives or service levels are being met.
The Solution: MaxGroups for Teams
MaxGroups provides a simple, cost effective way to route, queue, and manage all of your departmental or workgroup call activity. Summary and detail reporting enable you to make sure your department’s calls are answered timely and efficiently.
MaxGroups for Teams Phone System
Customer Scenario – Workgroup Call Routing
Virtuoso, a multi-line computer products distributor, sells its products over the telephone via a dedicated inside sales team for each product line. Not having the requirements, or budget, for a “full blown” Contact Center solution, Virtuoso still needed to quickly route customer calls to the appropriate sales teams – otherwise business may be lost.
By deploying MaxGroups for Teams:
- When calling the Sales Order line, the caller is requested to input their customer number and product category of interest, which MaxGroups uses to route the caller to the designated sales group.
- In addition, if the Dynamics 365 customer record indicates the caller is a Tier 1 customer, that call is prioritized by MaxGroups, sending that important customer to “the front of the line”.
- MaxGroups also enables Virtuoso sales managers to track performance metrics, such as number of calls received, time to answer, and talk time – at both the workgroup and agent levels.