Can I perform my own moves, adds and changes in real-time?
Yes. We offer state-of-the-art, real time web interfaces that allow you to create or modify routing plans or features, as and when you need to.
Can I report on all calls?
Yes. We offer several online reporting applications that provide detailed traffic and performance reports for all calls arriving on the non-geographic numbers. They track calls until the moment that the caller or called party hangs up. You can select which data you wish to report on, and the format, and time period required.
Can I queue calls in “the cloud”?
Yes. Using our carrier grade call routing engines, you can choose to ‘park’ calls in the network when resources are not available at the premises to handle these. And while the system waits for an available agent to handle the call, you can play ‘on hold’ messages to callers, saving valuable telephony resources on your premises.
Can I treat all my agents and skills groups as one?
Yes. Using our Virtual Contact Centre functionality, premise ACDs can be integrated into our network platform, so that all agents are ‘visible’ to the network, and calls can be routed to the right resource in the right skills group.
Can I route calls based on customer profile?
Yes. Third party databases, such as CRM systems, can be ‘dipped into’ in real time to retrieve caller-specific information, and enable the routing engine to make an intelligent decision based on various criteria: value of the caller, agents the caller previously spoke to etc. Alternatively, other information can be used in real time to make informed routing decisions - i.e. sending the call to a call centre geographically close to the caller’s STD code.
Can I pop data to my agents’ desktop
Yes. As part of the Virtual Contact Centre option, a dedicated link can be set up between the network and the customer’s PBX/ACD. This way, caller specific data can be associated with a call and presented onto the desktop of the agent receiving the call. This information can be as simple as the Caller Line Identity (CLI) and/or name of the caller, or data already collected from the caller in an IVR session, such as account information.
Can I use speech recognition to collect information or routing requests from callers?
Yes. Most interactions with callers can be automated in an IVR session, which reduces the need for live agents to handle all calls. By utilising speech recognition, the caller’s experience can be significantly enhanced and simplified. Applications are unlimited, but can include asking the caller who they wish to speak to, asking the caller the reason for their call, or collecting data such as an account number or postcode.
Got a question? Call us on 0800 953 0180
