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More focus for specialists. Powered by NIA FrontDesk.
top solutions replaced group ringing with structured call handling. NIA FrontDesk answers every call, pre-qualifies enquiries, and forwards only what is professionally relevant. AI Essentials transcribes voicemails into a shared inbox, reducing manual effort and unnecessary interruptions.
Call handling that protects expert time and keeps communication personal.
top solutions works with a small team of highly specialised experts. Constant interruptions from incoming calls created avoidable context switching and productivity loss.
At the same time, the company needed to stay available for callers - without anonymous voice menus or impersonal IVR systems.
With NIA FrontDesk and AI Essentials from NFON, top solutions introduced an AI-powered front desk that answers, filters, and routes calls based on relevance, while keeping messages structured and easy to follow up.
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Meet top solutions
top solutions GmbH is a software development and management consulting company. The company works with a small team of highly specialised experts, so protecting focus time is critical.
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THE BUSINESS challenge
When group ringing interrupts the whole team.
Before introducing NIA FrontDesk, the phone system was set up as a group call arrangement. Every incoming call interrupted several employees at the same time - regardless of whether the call was relevant.
This created frequent context switching and consumed valuable expert time. The team also faced avoidable effort from manual call forwarding, while still needing to provide personal, human communication.
“NIA FrontDesk is already a huge relief for our day-to-day work and saves us a significant amount of time. We now only receive calls that actually require our attention.”
Dieter Liessmann, Managing Director, top solutions
Intelligent pre-qualification instead of internal disruption.
With NIA FrontDesk, an AI-powered phone system was introduced that automatically answers calls, pre-qualifies enquiries, and only forwards them when they are professionally relevant.
Two NIA instances manage call handling during and outside business hours, both based on a shared knowledge base. During service hours, relevant enquiries are routed to the appropriate experts; outside business hours, structured messages are recorded instead.
Repetitive questions are handled autonomously by NIA, while voicemails are automatically transcribed via AI Essentials and stored in a shared inbox.
The solution's capabilities include:
Automatic call answering and pre-qualification
NIA FrontDesk answers calls and filters enquiries before they reach specialists.
Coverage during and outside business hours
Two active NIA instances handle calls in and outside service hours, using one shared knowledge base.
Transcribed messages with AI Essentials
Voicemails are automatically transcribed and stored centrally in a shared inbox, with minimal configuration and maintenance effort.
Structured call handling with measurable value.
With NIA FrontDesk, call handling at top solutions became clearly structured and significantly simplified - reducing operational friction and protecting focus time.
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Partnering with NFON, the call experience that stays personal - without the interruptions.
NFON helped top solutions introduce an AI-based front desk that keeps availability high while protecting expert capacity.
Relevance-based routing
NIA FrontDesk pre-qualifies enquiries and only forwards calls when they are professionally relevant.
One shared knowledge base
Both NIA instances are based on a shared knowledge base.
Real-time operational visibility
Supervisors use dashboards and real-time monitoring to manage volumes, peaks and performance, all in real time.
Minimal operational overhead
Voicemails are transcribed via AI Essentials and stored in a shared inbox, with minimal configuration and maintenance effort.
A setup built for coverage across business hours and after hours.
After introducing NIA FrontDesk as the central entry point for incoming calls, top solutions has created a scalable foundation for automated call handling. Building on this setup, the focus is on extending the knowledge base and routing logic to cover additional inquiry types and business scenarios.
By expanding automation step by step, top solutions can increase efficiency and maintain consistent availability as call volumes grow — without adding complexity to daily operations.
Ready to take your customer communication to the next level?
NFON Cloud Telephony with NIA FrontDesk enables companies like top solutions to manage inbound calls more efficiently, automate routine requests, and route callers accurately from the first interaction. All delivered through a secure, cloud-based platform.
Discover how NFON can support and enhance your communication setup.