Cbeyond's Receptionist Console Provides Dynamic Call Management

Cbeyond has enhanced its TotalCloud Phone System (TCPS) solution with Receptionist Console, a dynamic call-management tool that the company says will help small to midsize organizations maximize employee resources and improve productivity.

Receptionist Console, designed for use by front-office professionals, enables multitasking and helps businesses better serve customers, according to Cbeyond, which says that receptionists can now literally “see calls on the move” as they monitor the status of multiple lines, prioritize incoming calls, drag-and-drop call transfers and even perform a directory search, all
from their computer screens. The result is reduced hold times, more accurate call routing and quality customer support.

The Web-based application offers added intelligence about phone calls through caller ID and wait-time indicators, also displays the line status of each employee which helps receptionists quickly make more informed decisions about how to handle incoming calls. The service
also provides enhanced security, as only authorized users are able to log in to access the console feature.

In addition, Receptionist Console eliminates the need to buy telephone sidecar equipment and presents an enhanced user experience by eliminating cumbersome key presses, Cbeyond says. Furthermore, since a single TCPS system connects employees at multiple business locations, a company can lower costs with the need for only one receptionist. Spending less time manually managing calls also frees up receptionists to perform additional duties.

“Reducing expenses and providing exceptional customer service are critical components to any company’s success,” said Bill Thomson, senior director, product management at Cbeyond. “Total Cloud Phone System enables small and mid-sized businesses to do both. By eliminating physical telephone equipment, businesses can reduce maintenance expenses plus improve service levels by connecting callers with the right person much faster.”

The feature is now included with all TotalCloud Phone System plans for no additional cost, and is available in both Basic (which provides visibility and functionality for businesses with up to 30 employees) and Advanced (for businesses with up to 400 employees) bundles.

Launched in December 2012, TotalCloud Phone System service is designed specifically for small to midsize businesses with office, remote and mobile workers. The service routes and prioritizes voice traffic via Cbeyond’s carrier-class private IP network connected to Cbeyond’s secure, professionally managed data centers.