Field Workforce Management Solution

Empower your field staff to convert more leads and deliver a better customer experience with Exotel’s Field Workforce Management Solution, across both inbound and outbound calling.

What is a Field Workforce Management Solution?

A field workforce management solution is a digital platform for engaging frontline employees. It allows field staff to securely make calls from their mobile phones through an API. It also acts as a field service management solution enabling managers to monitor and analyze data, resolve disputes, and operationalize best practices.

It improves the efficiency of calls through advanced features like number masking, auto dialer, real-time notifications, etc. And offers better visibility into field sales operations with analytics and dashboards.

Top Benefits of a Field Workforce Management Solution

No new equipment

The only things you need are existing mobile phones and an internet connection.

Time-saving

Equip staff with auto dialing and triggered notifications for timely action.

Cost-Effective

Spend less on maintenance, while enjoying better functionality than legacy systems.

Easier dispatching

Assign the right assignments to the right personnel, clearly and directly.

Improved efficiency

Make processes mobile — and faster — by eliminating the need for physical drop-in.

Better security

Shield private data from misuse by giving restricted access to customer’s information.

Better visibility

Know exactly which customer an employee is with, where, and for how long.

Increasing accountability

Allocate specific tasks and track whether they are completed.

Workforce analytics

Use insights about call timing, duration, number of attempts etc. for better decision-making.

Features of Exotel’s Field Workforce Management Solution

Click-to-call

Exotel’s API allows click-to-call from mobile phones, anywhere, anytime. This way your agents can reach your customer within a few clicks, and thus, they end up saving time by not having to manually dial a new number each time.

Call Recording

Our call center software allows you to record calls, monitor them and make better business decisions. Helps in training agents, customer dispute resolution and taking data driven business decisions to offer a great customer experience.

Live Call Transfer

Transfer calls to the right agents contextually and instantly in a click of a button. Improve customer experience and reduce resolution times.

Call Analytics

Think Google Analytics for your calls with our call center software. Get detailed analytics on all the campaigns you run with information on the status of each call and SMS.

Auto Dialer

Streamline your calling process and improve your agents’ productivity using our auto dialer software. Whether you’re calling to conduct surveys, take feedback, or for sales, auto-dialer helps your agents to get more done in less time.

Visual drag-drop APIs

With Exotel, you can do anything from creating a simple IVR to complicated call functions using our visual APIs or ‘App Builder’ as we like to call it.