Call Forwarding

Our ECF solution manages queue by speeding up customer flow, hence removes queue related anxieties and frustrations.

Overview

Queuing, or standing in line, is something inevitable. No one likes it but everyone has to do it. However, with Wavetec it doesn’t have to be this way. The experience can be managed through our electronic call forwarding solution. When this waiting is managed, the service provider receives a lot of benefits, from reduced service hours, a better use of space and a huge decrease in the cost of customer management. Linear queuing can start with simply providing your customers with some space to make a queue. This extremely simple measure creates a great improvement and feeling of fairness. But to get the biggest business benefits you need the introduction of Wavetec’s electronic call forward systems.
 
Wavetec also provides Customer Management solutions to drive impulse sales, reduce the waiting times and deliver new promotions to your shoppers. This will ensure your customers’ experience is a good one and at the same time differentiate your business from your competition by creating a unique customer experience.
 
 
Features
  • One system up to 12 counters.
  • Can connect up to 44 PDUs with multiple ECF HUB connected to each other.
  • Audio – Male or Female.
  • Wired or Wireless handsets for calling customers.
  • With or without PDU operation possible.
  • Real time dashboard for reporting on browser and on iPhone.
  • Statistical reports.
  • User defined graphics to display on PDUs and CDU.
  • People Counting in Queue – NEW FEATURE with Intelligent Video Analytics using Camera.
 
 
Benefits
  • Fair Serving procedure.
  • Monitor Service KPIs on a real time basis.
  • Monitor CSR-customer interface time and efficiency.
  • Alerts on exceptions to SOP.
  • Additional revenues through advertising.
  • Optimum utilization of Human resource.
  • Building an organizational commitment to customers.
  • Strategically manage customer experience.
  • Perceived and actual waiting time is reduced.
  • Experiencing an organized customer service environment.
  • Customers are informed about their average waiting time.
  • Overall customer experience is enhanced.
  • Multilingual calling.
  • Inspires customer service representatives to deliver great customer experiences.
  • Changing customer service representative mind set to a more customer centric approach.
  • CSRs know that they are being monitored, which has a positive impact on their performance.
 

People detecting in Queue
  • NEW Advanced feature detecting depth of Queue with the help of Camera connected to the ECF Controller.
  • Sends Alarm message on Reporting Dashboard for management to take action.
  • Alert can also be sent to other devices such as:

    • 1. Cell phone via SMS
    2. Email
    3. Pager
 

Central Display Unit (CDU)

A central Display unit is a screen which is installed at the head of the queue. The basic function of this screen is to the guide the first customer in the queue where he should proceed. This screen comes in three different variants. The LED based Central Display Unit is a full color LED based screen and it can display both numbers and arrows providing maximum direction to the proceeding customer. The LCD based Central Display Unit shows more vibrant colors and can display graphical arrows with counter numbers. This option, we can say, is more aesthetically pleasing. The third variant is the CDU Compact Edition. This CDU has both, a built-in speaker and the controller for the display is also built-in. The Central Display Unit is a basic hardware component with a lot of benefits and an integral part of Wavetec’s electronic call forwarding solutions.
  • LED Based
  • LCD Based
  • COMPACT EDITIION (built-in Speaker and Controller)
  

Position Display Unit (PDU)

Position Display unit is a screen that is used to notify the position of counters. This screen displays the counter number. It helps the customer in locating the counter on which he has to proceed. It comes in two types variants. The LED based position display unit can display alpha-numeric characters as well as directional arrows. The backlit Position Display Unit displays the number of the counter.
  • LED Based
  • Backlit
  

Speakers

When the Central Display Unit blinks to notify the customer to proceed to a certain counter, the speakers also announce at the same time that the next customer should proceed to the counter. The announcement can be made in any language and also has a male or female voice option. These speakers are not required with the CDU– Compact Edition as it has built-in speakers.
  

Calling Buttons

These buttons are kept on the counter and are used to call the next customer. The wireless calling buttons can be registered to any counter. They have no fixed ID. This feature is very useful when using a spare calling button for any counter.
  

Reporting Dashboard

Status Summary displays:
  • Average service time.
  • Total customers Served
  • Total Counters Open.
Counter status graph shows:
  • No. of counters open
Customers served graph shows:
  • No. of customers served by the top 10 counters
Counter status table shows:
  • No. of customers served at each counter.
  • Work duration of each counter.
  • Average service time at each counter.
History reports:
  • Customers served report – shows no. of customers served at each counter in a specified date range.
  • Counter performance report – shows no. of customers served on each day in a specified date range.
  

Dashboard for Smart Phones

  • Your reports can also be accessed from a smart phone.
  • This gives you complete freedom to move around the outlet and still being informed about the exceptions in your service quality.
  • Reporting on your smart phone can allow you access to the data without any inconvenience.