Mobile and IP Centrex Service Strategies: Templates for Success – Revisited – Employee Inbound Services
Given the various capabilities and strategies that we have discussed in previous posts in this series, we feel it’s time now to turn our attention to what we call “employee inbound services”.
What do we mean by this? Employee inbound features refer to the personal call options and preferences of individual employees. Employees may be allocated individual extensions or unique numbers and the features reflect the call handling options that apply to inbound calls to these numbers. Sometimes, these may be referred to as “personal” or “individual” services.
So, what we are really talking about are calls to a dedicated extension that are directed towards an individual, rather than a group. The suite of features that are available to a user constitutes their set of employee inbound services. The logic behind these features and how they interact is determined by the service strategy deployed by the operator. Of course, an operator can choose different service strategies, to enable them to offer different bundles of services and features to different kinds of customers, but that’s another story!
Let’s imagine that we try to reach someone on their direct line. If they are available, they will probably answer and deal with whatever is required by the caller. But, if they are unavailable, then a number of things might happen. It might be that the call simply diverts to voicemail, but what if they are using a different device? In that case, the call may divert to another destination using different kinds of call forwarding.
Similarly, perhaps the individual doesn’t wish to receive calls for a certain period of time – of course, we all know that as classical “do not disturb” - but what if the mobile is the primary device for receiving calls and the owner is in a meeting? They should be able to set preferences so that, all calls between selected times either divert to voicemail or to a colleague.
There are many options that define how employees can be reached in an organisation and what happens to the calls once placed. It can go much further – an employee might specify that all calls should be diverted to voicemail during their holiday. But, they might want to accept calls from certain customers or contacts, so the ability to select who can call them might be an advantage. It is the combination of the features, options and preferences that make a service unique to a particular user in a particular Enterprise or SME organisation.
With a service template from our library, all of these options can be offered, but, more importantly, the template can be customised to create new options and offer new features, each of which benefits particular customers or groups of customers. We shall explore more of these in future articles and also provide more detail on some of the core features that are involved.