Field Workforce Management Solution
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.
Some Success Stories
How Ola using Exotel connects drivers and riders without compromising on customer privacy
How Ekart connects delivery agents and customers while maintaining the privacy and offering superior communication
Resources
Cloud Telephony for Last Mile Delivery Operations
With a boom in the e-commerce sector, last-mile delivery is garnering a lot of attention. And it does not entail only faster deliveries. This white paper aims to look into bridging the gap of communication between the customer and the company in delivering the product.
FAQs
Asia’s most innovative companies use Exotel
Chirag Patel
Exotel's API documentation and implementation process is extremely simple and easy to follow. There were no hassles in setting it up. We use other cloud telephony platforms as well but Exotel gets a big thumbs-up from us for their ease of use.
Shashank ND
We have worked across cloud telephony players and with other vendors, but the fact is Exotel is dependable.
Prateek Jain
The number masking feature has been a very worthy addition to making our customer experience even better.
Rajkishan
Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.
Praveen Kumar
Exotel's APIs are very clearly defined. Our tech team could integrate them in no time. It’s easy to incorporate into any product.
Satish Chugh
Very supportive and understanding staff who have lived up to every expectation, and at times exceeded them too.
The Exotel Advantage
Why Exotel is considered as the most reliable cloud communications company in India and Southeast Asia
Highly Secure
ISO 27001:2013 certified information security management system
Patented Solutions
Gain competitive advantage from patented products
Superior Quality
Best success rates, voice quality and reduced latency
Scale at Ease
Grow at will, expand without worrying about infrastructure
Superior Reliability
Best in class uptimes of 99.94% including operator uptimes
Best Support
24×7 customer support via phone, email and Twitter
Find out how Exotel can work for you. Set up a call.
We are India & SE Asia’s leading cloud telephony & communications operator. Let us show you how!
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