Employees should be able to prepare for the caller – and this not just by means of an announcement about who is calling.
Luware offers the right solution: when a call is delivered, a window opens (“extended toast”), which provides the employee with further information about the customer. Important information such as how many times the caller has called within the last week and how often he tried to reach the hotline on the same day. These can all be indicators to the agent that there may be urgent problems.But also further information can be included in the extended toast. This allows agents to obtain further information on the caller from a database as part of the workflow.
Information such as language, title and professional function of the caller help the agent to address the customer more personally. At the same time, the call can be connected to the CRM system. This is done directly by linking a website to the extended toast. Once the agent answers the call, e.g. the tickets of the caller become visible.