INCREASE THE
AVAILABILITY OF TEAMS
Reduces the administrative burden on organizations.
LUWARE.COM
INTRODUCTION
WHAT IS TEAM MANAGER?
TeamManager allocates all Skype for Business channels to teams and/or divisions. They are
delivered to the team members in a presence-oriented and location-independent manner.
TeamManager assures improved reachability of the secretary‘s office, the sales department
or expert teams. The routing solution allows expert teams to be mapped within an ACD (Automatic Call Distribution) solution to ensure higher service availability. Like LUCS, TeamManager is also integrated natively with Skype for Business.
This inexpensive, easily integrable and scalable software provides various routing options for
chat, voice and video. Using workflows, the call flow can be created easily via drag & drop. In
this process, parameters may be defined, which can be changed by the team administrators
(e.g. announcements, redirection numbers, waiting time, etc.).
In addition, TeamManager offers a comprehensive reporting feature, allowing the data to be
integrated into the company‘s internal data warehouse or to be analyzed comfortably within
Excel. With solutions that also include a contact center, TeamManager can be used for implementing an overflow path to available teams in case of high capacity utilization.
FEATURES
WHAT IS TEAM MANAGER CAPABLE OF?
Priority-based routing with time-controlled
extensions
Easy configuration of the opening hours via
Outlook
Dynamic status and indication of team availability status
CRM/WFM integration (optional)
Voice mail and IM recording
High scalability
Real-time statistics and significant reporting
for teams
Support for Office 365
Voice mail
Outlook
Team members are represented
anonymously
Easy IVR / call routing functions
Communication with internal and external
contacts across all channels
Implementation of on-call service:
Configurable via TM Configurator
Can be activated quickly and easily via
Outlook
FEATURE COMPARISON
Luware TeamManager is an enhancement of the Microsoft Response Groups (RGS), positioning itself between RGS and a comprehensive contact center software such as LUCS by
Luware. The following table shows the differences of the various solutions:
RGS (Microsoft)
TeamManager
LUCS
No presence status
Dynamic status of the team
Dynamic status of the
service
Voice only
All channels (IM, Voice, Sharing, Video)
All channels (IM, Voice,
Video, Collaboration) plus
web chat, e-mail routing
and social media
Manually
Automatically
Statically, not presence-oriented
According to fixed schema,
presence-oriented
Dynamic extensions,
presence-oriented,
skill-based, priority-based,
policy-based, preferred
agent, last agent
Voice-based ACD
Simple voice- and IM-based
announcements
Multilevel voice- and
IM-based interactions and
announcements
Reporting
Not available
SRSS, Excel (multidimensional reporting for teams,
statistics)
SRSS, Excel (multidimensional reporting for agents,
supervisor, services,
statistics)
Usage
Phone server
Server application
Client and server
application
Limitation per pool:
1200 RGS agents
400 hunt/200 IVR groups
High scalability:
High scalability:
>5000 Team Members per Pool
>1000 Teams per Server
>2500 Agents per Pool
>500 Services per Server
Administration
No RGS Manager
- TeamManager Admin
- Team Administrator
- LUCS Admin
- Supervisor
Opening hours
Managed via web site
Managed via Outlook
Managed via Outlook
Voice mail
Voice mail and IM message
recording possible
Voice mail and IM message
recording possible
Included in the Skype for
Business license
Accurate team and member
licensing based on functional scope
Server and agent licenses
Service availability
Supported channels
Direct calls / forwarding to
team
Call connection
Interactive features
Limitation
Voice Mail
Licensing
FEATURE COMPARISON
WHAT DOES TEAMMANAGER OFFER?
TeamManager supplements Skype for Business with the concept of teams and is integrated
natively with Skype for Business. A team is represented as an account, analogous to a staff
contact. This yields the following benefits:
1
A team becomes visible through a status
The team status is calculated from the statuses of the individual team members. This means, a team is
available for as long as at least one team member is available. If all team members are busy or absent,
the team status is adjusted correspondingly.
2
The team can be addressed via a contact
When trying to reach the team, the chances of reaching a free team member upon first contact are
increased.
3
All Skype for Business channels are supported
A conversation may be started via chat, for instance, and then continued via voice or video, and even
desktop sharing may be involved to provide support.
4
The caller always sees the name of the team
By indicating the name of the team instead of that of a team member the caller can be prevented from
trying to contact a team member directly later on.
WE ARE
LUWARE
Luware is a leading provider of customized service platforms based
on Microsoft Unified Communications (UC) technologies. The portfolio includes solutions for contact centers, team-ACD or single-user
workstations for the following channels: Chat, Voice, Video, Mail,
Social Media and Co-Browsing. Thanks to latest technologies such as
WebRTC, CRM integrations, recording solutions and other add-ons,
Luware offers the full range of all additional functions for Skype for
Business and Lync.
The experience and expertise include business processes in customer service, Microsoft UC technology, product development, project
management and software engineering.
Our products impress with Swiss quality, are extensive in possibilities
and are simple and intuitive in use.
Luware AG
Hardturmstrasse 127
Phone:+41 58 404 28 00
8005 Zurich
Mail:[email protected]
Switzerland
WWW.LUWARE.COM