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Free Translation Number
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This is the number your customer dials - it could be an 0800, 0844, 0871 etc or even a normal looking number like 0207 or 0161, etc,. |
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Termination number
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Redirect Inbound calls online – in built business continuity and flexible working. |
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Time/day of week routing
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Schedule call routing in advance according to business hours and call handling preferences. |
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Divert on busy
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Maximise call handling potential and provide improved service to the caller. |
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Divert on out of hours
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Maximise call handling potential and provide improved service to the caller. |
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Divert on no answer
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Maximise call handling potential and provide improved service to the caller. |
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MIS
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Snapshot Management Information Statistics. View call handling performance at a glance and monitor Inbound call handling efficiencies. |
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Email alert on missed call
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Ensure you are proactively notified of any unanswered / engaged calls – ideal management tool for ensuring staff productivity and following up every sales lead. |
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'One Touch' Disaster Recovery
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Pre build designated Disaster Recovery call plans for your Inbound number(s) with the ability to invoke/restore last active call plan instantly – immediate business continuity in the event of office evacuations. |
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Date routing
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Set up date-specific routing in advance – e.g. Bank Holidays. |
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Area based routing
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Route calls according to STD code / CLI of caller and process incoming calls differently according to where the caller is from |
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Call Distribution
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Serial, hunt group and percentage based routing enables load balancing of calls across sites or teams of people. |
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Call Queuing
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Queue incoming calls on a destination number to assist with call handling during peak busy periods. End user configurable announcements, breakout and overflow options. Live queue stats enable effective queue management. |
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IVR
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Announcement/interactive Voice Response. Upload .mp3 or .wav file announcements to an Inbound call plan as a way of communicating with callers – use IVR to provide callers with call routing options and announcements to inform them of details such as opening hours and website address when the office is closed. |
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Advanced Statistics
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Online access to comprehensive call statistics which enable informed business decisions. Advanced management information relating to call handling efficiencies; productivity, call patterns and caller behaviour. Data includes time to answer, call waiting time, call outcome and caller details. |
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Voicemail
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Demonstrate excellent customer service by providing callers with an option to leave a message when unavailable to take their call. Customise voicemail messages to prompt users to leave details for a call back. |
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Inbound call recording
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Record inbound calls for compliance, customer service or audit purposes. Secure online access to file storage / retrieval and call details. |
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Call Whisper agent notifications
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Popular applications include: the ability for advertisers to businesses of leads they have generated for them or the provisioning of an announcement to be played to the call answering agent on call pick up which prompts them to answer the incoming call with the appropriate greeting thus providing a professional and personal impression to the caller. |
