Ease Connect- Customers Tab

Overview

The Customers tab in Ease Connect has been updated to make it easier for managers to quickly locate customer accounts and initiate outbound communication. This experience mirrors the Task / Inbound UI, providing the same familiar tools and functionality in one consistent workflow.

Demo Video Linked Here: 

Ease Connect - Customers Tab

Key Enhancements

• Search for customer accounts by name or phone number
• Initiate outbound communication directly from the account
• Access the same communication tools available in the Task / Inbound UI
• Create and assign follow-up tasks directly from the interaction

How to Use the Customers Tab

1. Locate a Customer Account

1. Navigate to the Customers tab in Ease Connect.
2. Use the search bar to enter a customer name or phone number.
3. Select the correct account from the search results.

2. Start an Outbound Communication

1. Once the correct customer account is located, click Start Comms.

2. This will initiate an outbound communication session tied to that customer account.

   

Note: Starting Comms from the Customers tab mirrors the Task / Inbound UI experience.

3. Verify Account & Select Outbound Phone Line

1. Before communication begins, verify that the correct customer account is selected.
2. Choose which phone line you would like to communicate from:
   • Mainline
   • Collections line (site-specific)

3. Confirm your selection to proceed.

   

4. Use Communication Tools

During an active communication session, managers have access to the same functionality available in the Task / Inbound UI, including:

• SMS messaging
• Dial pad for outbound calling or IVR navigation
• Quick action links
• Hold functionality
• Any other standard inbound/task communication tools

This ensures a consistent experience regardless of how the interaction was initiated.

This ensures outbound communications are sent from the appropriate number for the situation.

5. Create a Follow-Up Task 

1. While in the communication session, create a task follow-up as needed.

   

2. Tag the task for a specific team to ensure proper ownership and follow-through.

3. Save the task.

   

Task Visibility & Management

• Tasks created from the Customers tab are treated the same as all other tasks.
• They will appear in the Task List alongside existing tasks marked as "Outgoing".
• Team tags ensure tasks are visible to the appropriate group for follow-up.