PowerOperator from NextiraOne makes it easier to manage and accurately re-direct calls
Teltow, Germany, 27 June 2012 – NextiraOne, Europe’s leading communications services expert, has launched its NextiraOne "PowerOperator" which features an application for Alcatel-Lucent communications platforms that unites the performance of a state-of-the-art switchboard with those of a contact centre. These include call management functions, status information, links to internal and external directories, interfaces to groupware solutions, and now also the integration of Microsoft Lync’s presence management and instant messaging capabilities.
"An incoming call to the switchboard is frequently the first contact that a person has with a company. The quality of this contact is often essential for customer satisfaction and retention, and therefore ultimately for a more successful business," said Olaf Koller, Business Line Manager for NextiraOne Contact Centres in Germany. "This makes it all the more important to create a well-informed and competent impression from the beginning. Thanks to the presence information available to the PowerOperator, callers can find out within seconds whether the person they need to speak to is available, and can be put through to them.”
Intelligent routing and real-time management
With the PowerOperator NextiraOne offers a tailored solution that creates a professional switchboard. Not only are calls answered very quickly, but they are also redirected accurately and intelligently to the right switchboard operator. "Multiple locations can be easily integrated within PowerOperator,” says Olaf Koller. The key concept is the virtual switchboard. Customer contacts are distributed throughout the enterprise network by selective routing to different locations and this ensures optimum use of staff resources.” The clearly presented graphical user interface enables management to have a clear picture of contact centre activities and therefore all the information necessary for targeted control of activities.
Integration of Directories, Groupware and Lync
Business directories of various kinds can be integrated directly into the PowerOperator. These include not only the system directory and private directories but also various internal, local and remote directories. Connection is achieved via LDAP, ODBC or SQL. One particular advantage of the system is that different directories can be searched using the same search engine for which 60 search criteria are available.
"The integration of Groupware within PowerOperator not only allows information from a variety of sources to be accessed quickly, but it also allows email messages to be sent directly from the system to targeted individuals and also calendar entries to be made. Furthermore, Microsoft Lync allows text messages, presence and team information to be integrated and to be automatically indicated in the call handling field,” explains Olaf Koller.
PowerOperator in Operation
Many companies have already chosen NextiraOne’s PowerOperator. One of the first customers to use it was Haspa-DIREKT, a service company for direct sales in Germany. Dirk Hille, management representative for technology at Haspa-DIREKT, said: “The quality of telephone customer service stands or falls according to the accessibility of the company. We decided to introduce a professional switchboard solution in order to make our company more easily accessible for our prospects and customers. The PowerOperator is much more than a traditional manned switchboard solution. It is based on the most up-to-date contact centre technology and includes professional call handling and a variety of additional functions. This has allowed us to migrate from a simple call centre to a customer interaction centre."
