In part 2 of our blog series we described how our tasks grid has formed. In part 3, learn more about our experiments with integrated telephony.
In our agency nothing can be done without a phone. Dozens of customer calls every day. Considering the agency telephony in its principle, it is always about an exchange of information between agency and client. During a call, the agency should have all information ready and be able to store new customer information in the system.
Also highly relevant are telephone hours. If you want to create the necessary transparency within an agency, the duration of each telephone call must be identified and assigned to a customer or project, as well as an employee.
Another big cramp with today’s telephony is the user interface of the phones and the telephone systems. In many cases the most trivial tasks are too complicated. I remember a telephone system, for example, where one had to first select *3 in order to put a caller “on hold”, *4 to connect the call and *6 for call waiting. Nobody wants to work with such cryptic procedures on a daily basis.
So if we were to implement the integration of telephony, we would have to bring these demands to the center and create a usability, that needs to be light-years ahead of today’s phones and phone systems.
Buoyed by our drag & drop tasks grid, we thought about how we can now integrate the telephony in an equally smart way. Initially it was about the basics, such as displaying incoming calls in real time. Later we thought about transfer and picking up phone calls. We hoped that the visual interface, which can control calls with drag & drop, would create just as big of a WOW effect as the task grid.
The conclusion of our experiment with the integrated telephony: the integration was great! One can see at a glance who is on the phone with whom and where the phone is ringing. The automatic opening of customer details, call notes, automatic time tracking, connecting with drag & drop and the perfect interaction with the rest of the TeamGrid features ensure that telephony is fun again.
If we were to develop a collaboration app, then integrated telephony would have to be an integral part.
Preview of part 4
In part 4, we report on our experiments around time tracking. Let’s be honest, time tracking is something that you need, use and hate at the same time. In part 4 you’ll find out how we will make time tracking considerably smarter with TeamGrid.