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Solution for MS Teams

Competella Attendant Console

Build a Thriving Business by Providing High Service Levels

The Competella Attendant Console for Teams is designed and developed in collaboration with receptionists. It is the solution that helps them deliver excellent service for all incoming calls.

With a complete view of incoming calls, calls waiting, and logged-on receptionist status synchronised with the company´s Microsoft Teams, Exchange calendar and mobile presence. As a result, receptionists can easily focus on their main task: to deliver exemplary customer experience (CX) through professional yet personal engagement.

Feature highlights

  • Rich Client with queue and attendant overview
  • Keyboard shortcut handling
  • Cherry-pick calls from queues
  • Automatic distribution of calls
  • Consult and direct transfer
  • Park and hold
  • Supervisor force agent state
  • Mobile line state integration (region and provider dependent)
  • CRM integration (optional)
  • Microsoft Teams Presence Indicators
  • Call Recording
  • Azure Active Directory Synchronization
  • Exchange Calendar integration
  • Advanced IVR
  • IVR Callbacks – queue buster
  • Comprehensive statistics – web based
  • Report scheduling – sent by e-mail
  • Realtime web Queue monitor
  • Web administration of skills, call flow etc.
The Competella Attendant Console has an overview on queues, calls, receptionists and contact history. The colleague is searched by skill and shows Teams Presence.

Reception is the Face of the Company

Callers ask for specific individuals, departments and much more. The receptionist is typically bombarded with inbound calls that must be handled quickly, efficiently, and accurately. Routing a caller to the wrong person or department is not acceptable.
The Competella Attendant Console has a comprehensive directory that seamlessly integrates to Azure Active Directory. It provides a wide range of advanced search features that enable the receptionist to find the right person quickly. This solution is known as the Competella Attendant Console, Receptionist Console or Competella Operator Console.

Are They Available Now?

The Competella solution leverages Microsoft Teams Presence information from the directory overview. The receptionist can even talk to that colleague directly from the Attendant Console before transferring the caller, which enables them to brief that colleague so that they can help ensure a better experience for the caller and increases the probability of resolving that customer request accurately.

The receptionist can see when the colleague returns according to Exchange calendar and based on the information choose how to handle the call.
The Quality Monitor gives supervisors a service level overview of queues to react on live operation.

When Will They be Back?

The Competella Exchange integration, provides the receptionist with a full overview of the colleague’s calendar which can simplify identifying their near-term availability. This calendar presence integration is seamlessly integrated with the Attendant and operator console.

Sophisticated Call Handling Improves the Experience

Receptionists can handle calls in several ways, including direct transfer, presented transfer, camp on busy, call park and much more. The caller can be presented with music on hold, queue wait time announcements or customized announcements, making the experience more sophisticated and effective.

Access to statistics, analytics and reporting provides valuable information to analyze, undertsand and plan the operation of your Contact Center.
The management portal let you do the daily add's moves and changes of schdules, queues, receptionists announcments and much more

How is Call Reception Handling the Call Volumes?

The Competella Attendant Console comes with a web-based statistics portal. It provides reports that highlight service levels, help organizations plan ahead and simplifies knowledge transfer and receptionist coaching. Call volumes can be monitored in real-time on the Competella Wallboard.

Calls can be Queued and Routed, with Announcements

The administrator can set up open hours scheduling, define agent skill sets, select or customize audio message announcements and optimize general call flow with the Administration portal.

The IVR Express lets you do easy configuration of workflows and schdeuling to smoothen distribution of calls to differents departments.

Competella Attendant Console Is So Much More than Teams Auto Attendant

The Competella Attendant Console is an enterprise grade solution that outperforms competitor solutions for Teams. Are you looking for Mobile Presence in Competella Attendant Console with Teams or standalone IVR? Then consider the Office User Add-ons!

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