What this is for
You run telephony entirely from the computer. No typing numbers, no transposed digits, no manual for the desk phone.
Looking up a number and typing it costs a few seconds every time — and occasionally a failed attempt. Computer telephony removes both.
The difference
Answer, dial, transfer: one click instead of three steps.
Without
The call comes in. The agent asks for a name and customer number, then looks up the case.
With
On the first ring, name, open cases and invoice number are on screen.
What the module does
Click to dial
Dial from Outlook, the CRM or a database record.
Call pop-up
Who is calling and what it was about last time, on the first ring.
Transfer
The panel shows which colleague is free before you transfer.
Skills-based
Distribution by skill instead of by next free line.
Where it sits in the flow
- ArrivalCall, chat, email, fax
- RecogniseRead request and data
- DecideSettle or hand over
- HandleAn agent takes over
- ReviewTrace and plan
Technical details
- Phone systems
- SwyxWare, SwyxON, Swyx X, SIP
- Deployment
- On premises or data centre
- Integration
- Outlook, CRM, ERP
- Distribution
- By skill and presence
