The Problem
Anonymous caller identification
Without a dedicated integration, operators received calls with no context, forcing them to request user details each time and increasing waiting times.
Appointment management disconnected from the PBX
The Webappointment platform and the Wildix PBX operated as separate systems, forcing staff to manually check the software during phone conversations.
Inefficient information flow between locations
The volume of incoming calls across KVW locations was not optimized, making it difficult to maintain fast and consistent response standards across the region.
The Solution
Webappointment–Wildix unification
We created a direct link between the appointment‑management software and the Wildix communication system, enabling the two applications to communicate in real time.
Instant identity lookup
Operators can prioritize calls based on urgency, optimizing flow management. The system is configured to recognize the caller’s number and instantly check their presence in the WebAppointment database as soon as the call arrives.
Automatic data retrieval
If a match is found, the software retrieves the customer’s data and displays their name to the operators even before the conversation begins.
The Benefits
Personalized greeting
Knowing the customer’s name before answering improves service quality: operators can greet users professionally, reduce waiting times, and enhance the overall service experience.
Uninterrupted operations
Automated identity lookup removes the need to constantly switch between the phone and the appointment‑management software, making work smoother and less stressful.
Accurate, real‑time data
Real‑time verification in the WebAppointment database ensures that displayed information is always up‑to‑date, eliminating identification errors during peak hours.
Our collaboration with KVW
KVW, a South Tyrolean workers’ association, optimized the management of its offices by connecting the WebAppointment software to the Wildix PBX. Thanks to this integration, operators instantly identify customers as soon as the call arrives, speeding up appointment booking and delivering a smoother, more personalized service.
Complete management of inbound calls