The telephone system for small and medium-sized businesses from Europe for Europe

Analyses telephone availability, such as call information or call queues, and provides various key figures for optimising your business.

Functions in detail:

• Key figures for service quality, such as number of lost/answered calls, waiting times and ring duration, call volume, performance of collection groups and call processing by agents.
• Supports needs-based personnel planning.
• Key figures for operation, such as maximum or average line utilisation or how often and how many lines are occupied.
• Personal dashboard with access to live and historical data.
• Pre-built analyses with preview and grouping by selectable categories.
• Fraud detection to alert you to certain events.
• Security through EU GDPR compliance.

Connection of various databases to Swyx.

Functions in detail:

• A contact server is the technical basis for preparing information (such as contact details) for display in the Swyx Client.
• Metadirectory software such as this Contact Server is a necessary prerequisite for the VisualContacts and DATEV functions.

Note:

The software is not provided in the Swyx Cloud environment. An additional server is required.

Work together even more comfortably by integrating Swyx into Microsoft Teams.

Functions in detail:

• The connector for Microsoft Teams seamlessly integrates Swyx telephony functions into the user interface of the Microsoft Teams client.
• Conversation control via the MS Teams interface.
• The presence status of MS Teams contacts is automatically synchronised with the presence status of the Swyx solution.
• The existing connection to the public telephone network (e.g. SIP trunk) can still be used. Phone numbers or connections do not need to be ported to Microsoft.
• You do not need an additional Microsoft Teams licence or a session border controller (SBC).
   

Simple and convenient visualisation of customer and company contacts directly on one screen.

Functions in detail:

• Merging contact information from a wide variety of applications.
• Quickly search for contact details without opening the relevant application.
• Linking and direct opening of further details in the respective application.
• Quick call identification and display of individual contact details at a glance.

VisualGroups expands your Swyx with queue management.

Functions in detail:

• Attractive wallboard design with dynamic list view of queues.
• Agent Wallboard: Display the presence status of all agents for up to four queues on a wallboard.
• Callback function: Callback function to increase the satisfaction of demanding customers.
• Call categorisation: manual assignment of keywords by agents for each call to analyse call behaviour.
• Optional call distribution deactivation: Calls are displayed to every employee and can be answered by anyone.
• Last Agent Routing: Selectively route calls, within a configurable time frame, to the agents who previously spoke with the callers.
• Call distribution strategies enable individual call distribution to agents.
• Skill-based routing: Forward incoming calls to employees with the best knowledge for the respective issue.
• Parallel calls: simultaneous distribution of calls to all active agents in the queue
• Operating hours: simple definition of the operating hours of the queue for each day of the week, including break times and overflow function.
• Queue management: Limitation of the maximum number of people waiting in a queue, including overflow function.
• Call queue management with optional Analytics by aurenz statistics function.

Needs-based and innovative communication for tax consultants or solicitors by connecting Swyx to a DATEV system.

Functions in detail:

• Direct dialling with a mouse click from DATEV.
• Automatic display of contact details stored in DATEV for incoming calls.
• Transfer of current call data to the DATEV workstation.
• Direct search within DATEV contacts and display of search results within the Swyx software.
• Setting up the DATEV workstation for the assigned client or file during a telephone conversation.
• Recording of telephone calls on a tab in the DATEV workstation.
• Transfer of call data to DATEV components, storage in time recording and DATEV document management systems.
• Manual transfer of call information for multiple DATEV contact hits or hits from other LDAP sources.
• Transfer of call data even after a call has ended from the call log.

The combination of flexibly selectable end devices and a PC client enables optimal adaptation to the respective requirements of employees and their workplace. Thanks to plug-and-play technology, all devices are ready for immediate use. All telephone functions are easily controlled via the graphical user interface of the PC client. 

• LAN system telephones offer maximum convenience.
• Headsets enable users to operate their PC while on a telephone call.
• Thanks to their long range, DECT-based telephones offer maximum mobility within the company.
• CTI+ turns any telephone into a fully-fledged extension – regardless of whether you use a DECT or SIP telephone, a company telephone or a private telephone. 

Swyx is an all-in-one system and includes all services in one:

• Intelligent convergence of telephony and data traffic
• Voice over Internet Protocol (VoIP)
• Online collaboration
• Integration of web-based applications possible
• Crystal-clear voice transmission thanks to HD audio wideband codec
• Integrates seamlessly into the IT infrastructure: on the server side in Microsoft Windows environments, on the client side in Microsoft Windows, Apple macOS and the mobile operating systems Android and iOS.
• Software-based telecommunications system, UC functions (Unified Communication) including: voicemail, CTI, fax, call routing (call forwarding), video telephony, instant messaging
• Absolutely future-proof – always up to date thanks to software updates
• Possible end devices: telephone, PC, client, DECT, smartphone, tablet or analogue
• Optimal support in the event of a malfunction with a service contract

Swyx offers the complete functionality of a telephone system without the technical complexity of conventional PBX systems:

• Voicemail and fax for every user
• Conference function
• Manual and automatic recording of conversations
• Presence information (rich presence)
• Video telephony
• Meeting videoconference
• Integration of mobile phones (FMC - Fixed Mobile Convergence)
• Integration with Microsoft® Outlook
• Connection to CRM systems and merchandise management systems
• Integration into DATEV
• With CTI+, you can turn any telephone (e.g. hotel, home office) into an extension.
• Intelligent call management (ACD – Automatic Call Distribution)
• Voice dialogue systems (IVR – Interactive Voice Response)
• Contact centre functions
• Detailed authorisation profiles