talkbase Blog

After focusing in the last few blogs on subjects related to call handling and everything this entails, today I would like to address the topic of support. We all have our "tools", whether for private or business purposes, which we need in order to cope with our everyday life. But the day will come when the application stops working and we have to contact support. In my opinion, three things are necessary for a successful support which serves our customers' needs.

In the past, besides the actual topic of call handling, our blog dealt with additional features which provide an attendant solution with useful functions, thereby covering more customer requirements. But what is the use of all this if, for example, we don't know whether all callers can be attended to? It is in this case and in many other cases, where attendant statistics may prove helpful, as they are able to graphically represent meaningful reports based on the available data.

Put differently, does your company have a critical need to be available 24/7? Imagine, you are a healthcare organization that isn’t reachable in case of emergency or a bank that isn’t able to deal with transactions requested from their customers. The consequences of a potential outage could be disastrous. Therefore, redundant system components are a must for many businesses around the world and that also includes the operator consoles, also known as attendant solutions.

Want to reduce costs with multitenancy software? Here's how you do it! The term multitenancy describes the process of running multiple clients operated by one single software instance. In this case each customer within the network of a service provider has the ability to be run from one single server without seeing data from other end users or customers on the same instance. This enables Service Providers and Resellers to keep their costs low without reducing the level of service or security. Sounds complicated? Keep on reading. 

Yes, what is it? Well the profession of the telephone operator is no news to this world. Already decades ago people tried to connect with each other through phone calls and a profession called “Telephone Operator” was born. The technical capabilities were extremely limited and as you can see in the picture below life was pretty complicated. It took a while before organizations started to add their own switchboards and receptions to take advantage of having a technology that helped them manage their inbound call traffic.