Non-Geographic Numbers
On Telecom provide 08XX & 099X number services and contact centre solutions, offering a wide range of free phone, local, national and premium options.
Features:
- Time of day routing - route one-way during office hours, another overnight.
- Day of week routing - route one-way weekdays, another weekends.
- Special date routing - e.g. route to an alternative call centre on public holidays.
- Ratio routing - present e.g. 70% of calls to one centre, 30% to another.
- Divert on no reply/busy - route on engaged/busy to alternative.
- Area of origin (CLI) routing - route calls based on where the call originates from.
- Emergency routing - disaster recovery solutions.
Online call analyser:
On Telecom provide online real-time reporting tool for monitoring inbound call services:
- Provides pre-configured report templates.
- Run historic reports and view call traffic in real time.
- Ability to download raw data for manipulation in an external application.
- Ability to create ad-hoc or custom built reports.
- Can schedule reports to run and be emailed so you rarely need to log in.
- Provide you with the tools to monitor and improve your customer service.
Web based call control:
- Customer control over simple moves and changes to call plans.
- Ability to respond to traffic / agent changes in real time.
- Cost reduction when changes are made in real time.
- Accessed via any web browser.
Network based IVR:
Network based Interactive Voice Response platform offering a range of automated answer and customer handling features, including:
- Network announcements - standard "pre-answer" announcements (e.g. for out of hours or service outages), with a self-service message updating option.
- Network queuing - overflow handling seamlessly within network until agents become free.
- Network agent - menu based routing, i.e. press 1 for sales, 2 for faults, etc
- Text to speech - convert data into automated speech for standard customer information, such as timetables or account balances.
- Speech recognition - this offers ability to use your customerÕs own speech to select options.
- Speech dial - this is an automated directory service, so that you simply speak the name of the person you want to be put through to.
- Voice Forms - this captures customer data for use when you are ready.
Database Routing:
- Ideal for Contact Centre environments
- Full Intelligent Contact Management (ICM) functionality.
- Routes calls based on CLI and/or IVR options and/or customer supplied information.
- We cross-reference with your database to deliver calls as appropriate - e.g. bad debtors, nuisance callers, etc.
- Can interact with customer systems to present agent with info on specific caller.
- Fully tailored customer specific solutions.
