Switchboard Solutions: Operator Console

Increase Operator Productivity — get Rid of the Three-Ring Binders and Sticky Note Clutter

Your call centre team will answer more calls in less time because the Amcom Software attendant console, sometimes referred to as an operator console, provides the right information to help them process calls faster. Operators take advantage of simple, configurable on-screen buttons to perform tasks. Since the attendant console integrates tightly with telephone systems, operators can process tasks such as call transfers, paging, messaging, conferencing, and speed dialing, without having to remove their hands from the keyboard.

The operator console provides a single digital view of all the information an operator needs. No longer do operators need to look at several different systems to find all the necessary information or search through paper-based documents for contact information in case of an emergency or even for general messaging. Amcom Software pulls information from all relevant sources including ERP, HR and clinical systems. Information access is efficient and always based upon up-to-date information. This is especially important for time-critical situations because consoles integrate with Amcom Software's incident management software to ensure messages reach the right people quickly and accurately.

Improve Customer Service

Amcom Software's console solutions empower operators to process calls and pages quickly and accurately, providing callers with a higher level of customer service. Many organisations also enjoy better customer service with the streamlined paging and messaging that the Amcom Software solutions provide. Many Amcom Software customers have improved their operations and caller service by using operator consoles in many environments, including hospital contact centre operations.

Reduce expenses

Amcom Software has extensive experience in centralising call centres and increasing interoperability for healthcare and hospitality organisations—even those in multiple geographic areas with varying systems. By using the operator console, organisations are better suited to manage call volumes with fewer resources. In addition, you can cut costs by consolidating your call centre operations from multiple locations to one.

Used by the Best

Best-in-class organisations recognise that information must be relayed accurately and quickly in their call centres. They leverage Amcom Software's industry-leading solutions to enable call centre staff to respond more quickly, be more productive, reduce expenses, adhere to standard processes, and improve customer service. Amcom Software's console solutions direct the operator through important tasks with easy-to-use screens that include all the necessary information to process communications efficiently and effectively.

Download PDF Case Studies to Learn how Amcom Software Operator console customers are achieving success:

Atlantic Health Systems
East Texas Medical Center
LifeBridge Health

Additional Resources

IntelliDesk operator console brochure
IntelliWeb online directory and on-call solution brochure

Leading organisations are using Amcom Software for improved efficiency and customer service. Contact Sales today to see how easy it is to implement Amcom Software.