Knight Frank adopts TeleWare's latest Intelligent Office Release 7.

M2 PRESSWIRE-6 June 2002-TELEWARE: Knight Frank adopts TeleWare's latest Intelligent Office Release 7 (C)1994-2002 M2 COMMUNICATIONS LTD

RDATE:06062002

TeleWare, provider of leading-edge computer telephony systems, today announces that Knight Frank, one of the world's largest and most established firms of property consultants, is now using TeleWare's Intelligent Office Release 7.

Release 7 is the latest upgrade to TeleWare's Intelligent Office suite, which provides today's workforce with a complete range of new applications that will allow them to adopt flexible working practices. Knight Frank was looking for a telephony solution which broke away from traditional methods of handing out several telephone contact numbers to callers who then had to guess which number was most likely to get through. Knight Frank wanted callers to be connected using one telephone number, no matter where the person being called was. The solution needed to include voicemail, breakout options for the caller, instant alerts to voicemails for speedy call return and call routing to colleagues to cover holidays or long periods of unavailability. The same one-stop caller connection was needed for a Helpdesk team where analysts could take calls coming into a main number as call volume dictated, providing an efficient and flexible service to the IT user population.

Intelligent Office Release 7 will be implemented in the busy IT helpdesk department of Knight Frank in order to improve call handling. With IT support provided to more than 1000 Knight Frank employees, efficient call handling is crucial to the IT helpdesk. The IT helpdesk is the first point of telephone contact for employees when they have an IT problem and so Knight Frank decided to install a telephony solution which would offer a quick and efficient response for incoming calls to the IT department.

Release 7 will enable Knight Frank to monitor the performance of the IT HelpDesk. The Real Time statistics facility monitors the activity at the helpdesk showing information like the average speed to answer, longest waiting call and the number of calls in the queue. This data is crucial in enabling the helpdesk to maintain high levels of service by increasing the number of Helpdesk analysts logged into the team if the call volumes or waiting times rise unexpectedly.

For Knight Frank it is important that the IT helpdesk can personalise the service it provides to each caller. When an employee contacts the helpdesk they hear announcements telling them their position in the queue. They are asked to enter their 5-digit personnel code, which provides the IT helpdesk with the identity of the caller before they have answered the call. This allows the support analyst to personalise their greeting and begin a call log at the inception of the call.