With Phone System, reachability across multiple channels improves.
Grafisch Lyceum Utrecht (GLU), the vocational school for creative disciplines in media, design and communication, used Microsoft Teams as the main communication tool between colleagues and teachers and students during the pandemic. Therefore, GLU was looking for a future-proof and scalable telephony solution for fixed telephony i.c.w. Teams. By combining Pegamento Phone System with Microsoft Teams, employees can choose whether to make internal or external calls using their mobile, landline or from their Teams client. By adding an operator station, receptionists can also choose through which phone calls are made.
GLU was looking for a future-proof and scalable telephony solution for fixed telephony in combination with Microsoft Teams. What exactly they were looking for in this, they wrote out in a tender. Pegamento delivered the solution they were looking for.
In corona times, both staff and students frequently used Microsoft Teams to communicate among themselves. It had become their all-important communication tool. As pandemic rules became more relaxed and personal contact became the norm again, GLU still saw a lot of benefit in continuing to use Teams. Especially to communicate quickly among themselves, with students or other externals, such as internship companies, from wherever they were working.
In addition, they ran into the problem that their current telephony solution no longer had support and that it regularly went down. As a result, they were sometimes not reachable at all. GLU’s desire? Phone System with Microsoft Teams as part of the fixed telephony that the front desk could also use.
To realize this, we created a telephony solution with Pegamento Phone System i.c.w. Microsoft Teams. In addition to replacing the fixed phones, we linked a personal 06 number to each Teams client for the employees, so they can use Teams to make internal and external calls from wherever they are via desktop or mobile. To use the Teams environment for this purpose, they do not need an Internet connection. This eliminates the need for GLU to arrange a SIM card, phone or provider for employees using telephony through Teams.
We also have Phone System and Teams connected to Connecsy. That’s a control station where all incoming calls for the front desk go. So the front desk can regulate incoming calls in Teams. This interface is slightly different so the user can keep a close eye on the queues.
The biggest plus for GLU is that the receptionist no longer has to be on site just to answer the phone, but can actually do so from home.
Linking Phone System and Teams allows GLU employees to take or automatically route incoming calls based on their Teams status. For example, if an employee’s status in his or her Teams client is set to “do not disturb” or “absent,” an incoming call goes to a colleague who is available. We designed this way of routing together with GLU.
In addition, GLU has the ability to create a emergency response group. In case of an emergency, the telephone system sets up a conference call and automatically calls all users of the emergency response group. The emergency personnel are then put together in a call group and can stay in contact with each other during the emergency.
Applied technology
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Hospitality is one of my deepest motivations.
Not surprisingly, of course, customer service is a common thread in my career. Aspects of hospitality is being able to connect, to facilitate but mainly to make someone feel genuinely welcome. My intuition is my greatest asset to be able to put myself in the shoes of a guest. A customer is my guest.
Fed by various senses, an image forms around the client. I listen to what is being said, watch facial expressions, taste the underlying tone and get a feel for the challenge to be addressed. An image literally forms on my retina. I have to be able to see it. If I can see it, I can create it.
In this, the trick is to pursue simplicity, give the client a warm feeling that the problem is understood, receive good advice, facilitated and carefully guided to the solution. Trust, connect and unburden.
The feeling when a guest arrives at your hotel after a long tiring journey, can sit in front of the fireplace, be handed a good glass of wine and stare carefree at the fire. My guest knows it will be okay.
This piece was written by Ernst Vegter, working as a Business Consultant at Pegamento.
How can I help you? That’s pretty much the first question I ask when talking to people who are curious about our services. In such a conversation, the use of senses is very important. Because not everyone is the same. One person thinks in images, while for another words are important or how something feels. For me, sight and hearing are the most beautiful senses, because both eyes and ears absorb information and can convey or process emotions.
Why hearing? Because listening is essential in contact. And it’s the key to unlocking valuable insights.
I developed this skill early on. As a child, I enjoyed radio plays on the radio, bringing the stories to life in my head.
Recognizing and automating patterns. Tasks we are constantly working on when implementing our robots at Pegamento. My 2 Drentsche Patrijshonden are hunting dogs and certainly not robots. The hunting instinct and intuition is basically in their genes. Continuing to offer new forms of training has taught them to recognize and act independently in hunting situations. Even “unsupervised,” even if I’m not around.
But when you try to teach a brain something, it also starts to see things you don’t expect. Dogs pick up on the slightest deviation in your voice or directions. To start recognizing that and correcting it again is perhaps the most complex challenge. But in our work, for the wonderful clients for whom we get to work, it often yields the most beautiful new insights!
This piece was written by Rob, founder of Pegamento and in charge of Marketing and R&D.
Feeling. That’s the best thing Pegamento stands for. Feeling for technology in the broadest sense of the word. Not only feeling for the exciting stuff like AI, but also for the basics of communication.
The very best part of my job is selling, listening, translating and thinking about what really matters. We bring the digital transformation with a great team!
The diversity of our team, how sharp we are, but especially the wonderful things we get to make makes me feel extremely good. Hence, I intuitively chose the sense of “feeling.
Feeling gives life and differentiation!
