The ability to manually switch between different modes is essential. For example, if a customer wishes to switch to night mode earlier then what their schedule indicates, they can do this via the handset or application. There are also some customers where hours vary weekly and do NOT work off a schedule and wish to have modes activated manually. There also must be a visual aid to advise the customer of what mode the system is in.
Although modes can be activated via control hub, this is limited to control hub admins and a lot of the time such features need to be used by regular staff members.
The way Nexgen operate their business as PABX maintainers, is that our helpdesk essentially administers the Webex instances for our customers.
Capability to manually enable or disable Call Queue Policy to override time schedules.
4 different Modes: Day, Night, Holiday, and Forced Forwarding.
Change Policy and Visualize via:
1) MPP Phone
2) Webex app
- Ability to assign specific users or phones to control Policies
NEC, Panasonic, Avaya and all the major On-prem PABX Brands provide the capability to manually control Mode Switching to override time schedules.
Majority of SMB market is still On-prem
Manual mode switching is an integral part of Call Flow for SMB Customers
Large On-Prem user Base with at least 75% of customers are currently using Manual Mode Switching as part of their call flow.
A substantial part of Nexgen current BroadCloud customer base (~75%) requested manual mode switching.
Loss of Revenue due to reduced conversion of On-Prem systems to Webex for both:
Nexgen Customer base
Green field customers
Very substantial overheads
Thousands of change/modify call flow requests during embargo/holiday periods.
Risk of churn due to Customers being not satisfied with the lack of Mode Switching.
Many Customers are dissatisfied with the lack of flexibility in comparison to incumbent solution.