Case study aWATTar

Flexibility in customer service

As a start-up in the technology sector, it was important for aWATTar to be able to convey a professional impression from the outset – also during customer contact over the telephone. atms set up an easy-to-remember Vienna landline number, which aWATTar communicates as its central contact number. Calls are optimally distributed to the available contact persons via an ACD System (Automatic Call Distribution).

Requirement

As a start-up in the technology sector, in addition to conveying a professional impression during customer contact on the phone, above all flexibility was important for aWATTar. The aim was to be able to redirect the hotline calls to any employee’s telephone number in a flexible sequence. The company wanted to signal its local presence to its customers and at the same time implement a contact solution which is state of the art.

atms Solution

atms set up an easy-to-remember landline number in Vienna which aWATTar communicates as its central contact number. Callers are automatically forwarded to available contact persons via an ACD system (Automatic Call Distribution).

According to their availability, the aWATTar staff logs on and off using an online tool. Intelligent distribution of the callers guarantees a professional impression and ensures there are hardly any waiting times. In the case that no aWATTar employee is currently available, the caller can leave a request to be called back. This request is immediately forwarded as an email to aWATTar.

The ACD System also incorporates professional announcements for welcoming and bidding farewell to the callers and a pleasant-sounding queue tone. Depending on the situation, various announcements recorded by aWATTar itself are played. An easy-to-use web interface makes it simple for the system administrator to create new employee accounts, to define or modify rules, or to view statistics.

Are you interested in a similar solution? Get more infos about Cloud ACD from atms here:

Created on: 10/19/2015