Customer Call Manager

Hosted call centres & call management

Control who’s calling you

Want to manage your contact centre operations with greater precision? Our Customer Call Manager is a network-based solution that takes a lot of hassle and capital outlay off your hands (we own and maintain it, so you don’t have to) which simultaneously offers excellent control over features and call answering logic via an intuitive web interface, which puts you completely in control.

You can route calls to the most appropriate agents, tailor your customers’ experience, and invoke emergency backup plans for disaster recovery plus much more. You’ll also be happy to know that we do the application hosting - which means less outlay for you.

Key features & benefits

• Route inbound calls to the right person first time, every time with intelligent call routing.
• Handle mundane and routine enquiries with automated information services.
• Allocate resources to effectively manage call volumes, with accurate and reliable management stats.
• Manage incoming calls across multiple sites with ease, by integrating them into one virtual contact centre.
• Provide network queuing, interactive call routing, and database integration to handle and route calls more efficiently.

Cut out the cost and hassle of equipment

More and more UK contact centres and multi site organisations are doing away with costly equipment (so time consuming and difficult to manage) and are moving to network based solutions, leaving them to focus on their core business. Because our Customer Contact Solutions are available for an affordable monthly rental charge, you won’t need to tie up capital for purchase or maintenance, or hire specialist staff just to manage it for you. And that’s good news for everyone.

As our Customer Contact Solutions can also be used as a virtual solution, it can be set up alongside your existing in-house or hosted solution when you need extra capacity, more lines or when moving sites. Also for when existing equipment becomes outdated or too costly to maintain.

Easy online control – manage all features remotely

• With our fully interactive web interface, you can freely define, modify, copy, activate and display routing plans, on the fly (and when we say freely, we also mean free of extra charges). Make rapid adjustments to features like IVR messaging and routing, to respond to changing call volumes and agent availability, without losing calls at those super busy times.
• Take instant control over all your inbound numbers and manage your customer experience. Create, activate and delete multiple routing plans as well as design your own, using our simple yet powerful online application.

Skills based Routing

• Ensure that all calls are answered by the most appropriate available agent, so customer enquiries can be resolved first time, more of the time. The perfect way to tailor the customer experience.

Keep an eye on the performance

• Our online reporting and analytics functionality lets you see at a glance how your contact centre is performing, both historically and in real time, so you can reallocate resources swiftly in the event of high call volumes or disruption to your normal operations.

Disaster Recovery

• Customer Contact Solutions also enable calls to be routed to agents regardless of location, enabling remote or flexible working in the event of an incident to support disaster recovery.

Got a question? Call us on 0800 953 0180

Features & benefits

Customer Call Manager

Hosted call centres & call management

Become a smooth operator with these great features and benefits.

Features

• Online control and statistics - sophisticated call routing options such as skills based routing, network queuing and network-based interactive voice response (NIVR) as well as televoting.
• Manage your call routing plans from any location - make changes at your fingertips, with no large costs or changes to your existing setup.
• Calls that count - ensure calls route to the right person first time with intelligent skills based call routing.
• Efficient call routing - of numbers to your contact centres.
• Network based IVR - lets you change recordings directly over the phone.
• Allocate resources to effectively manage call volumes - use network queuing, interactive call routing, and database integration to handle and route calls more efficiently.
• Manage incoming calls across multiple sites - by merging all your disparate sites into one virtual contact centre.

Benefits

• Customer service excellence -  Customer Contact Solutions give you control over features like IVR messaging, advanced routing and reporting, enabling you to fine tune the customer experience you deliver - in your timescales and not your service provider’s.
• Cost management - manages your calls and your costs. Puts all the functionality you need at your fingertips, with only a low rental cost and no need for significant investment or changes to your existing setup.
• Flexes with your changing needs - future proofs your call centre solutions, allowing you to easily change your call processing organisation in response to the demands of your business or disaster recovery scenarios.
• Gives you total operational control - immediate and continuous control over your non-geographic numbers and call centre operations, allowing you to simply make rapid adjustments to respond to changing call volumes and agent availability.
• Reduce CAPEX - with the use of a hosted solution; rental costs are lower than major CAPEX expenditure.
• Automate routine enquiries - automated information services free up your agents for more valuable calls.
• Guarantee the handling of call traffic - by routing between different call centres, even in the event of a disaster.

Online self-service management

Make changes to where, when and how your calls are routed in your own time, to make sure you’re getting the most out of your resources.

Online reporting

Provides you with a range of historical and real time reports, allowing you to monitor the performance of your contact centres and inbound numbers.

Operational activities become more visible with our online analytics that allow you to:

• React instantly to changes in call traffic volumes
• Protect your network and launch disaster recovery procedures effortlessly, so that every call gets answered.

There are over 60 different reports available to you; for example, you can see in real time the number of callers navigating through your IVR applications, or you can see which of your contact centres might be having problems handling call volumes.

Network queuing

This enables you to queue calls on our network when they can’t be answered; for example, if you’ve reached call capacity or your agents are busy. Network queuing means no more busy tone for your callers, as we queue your calls for you. And they’ll remain in our queue until you’re able to answer them. What's more, it’s designed to adapt to your needs: you can upload hold music, customised announcements, play position prompts and change parameters and queue sizes in real time.

Televoting

Designed for the media sector, our televoting capabilities enable organisations to set up voting and competition services. Our dedicated televoting statistical suite provides you with all the information you need to manage televoting campaigns in real time. It’s sure to get your vote.

Automation

The use of Network based IVR lets your callers select options from a menu. You can then route their calls to the appropriate destination. And because it’s hosted on our network, there’s no need for you to invest in your own kit at your premises and pay for maintenance (always good news). What’s more, if you have multiple sites, by sending calls to the correct site first time, you also save on the cost of transferring calls between your sites (more good news). Network Based IVR (Interactive Voice Response) offers a range of automated answer and customer handling features including:

• Customer announcements played to all or some callers, as required, with marketing messages, opening hours, etc.
• Option to update these messages yourself as often as you like at no cost.
• Call queuing allows any overflow to be handled seamlessly until agents become free.

Dynamic routing:

In most instances, calls are routed according to a fixed set of rules and end up in the back of a queue on your switch in your call centre. With dynamic routing, our network constantly monitors all of the switches, at all of your call centres, and can route calls to the next available agent or to a specific skill group, wherever they happen to be. This lets you manage all of your call centres as though they were a single entity, significantly lowering costs. That’s pretty dynamic in itself.

Got a question? Call us on 0800 953 0180

Detailed Info

Customer Call Manager

Hosted call centres & call management

Your very own exchange

We’ve put a great deal of thought (and money) into developing our call management solutions and capabilities. And we’ve come up with some pretty advanced technical platforms and a great team of call centre experts - and it’s all there, just waiting for you, no matter how big or small your operation.

Solution packages

Customised or off the shelf?
Got demanding requirements? We’re ready to tailor a solution for you. Or you might prefer to opt for one of our off-the-shelf packages. Either way, you’ll be operating smoothly (and for less) in next to no time. It’s your call.

Choose the level of service that matches your needs
You’ve a choice of two levels of control, depending on the degree of online management you need and the complexity of your routing requirements. The solutions are entirely flexible, so you can allocate a specific control level for each individual non-geographic number:

1. One-to-one routing

Ideal if you have a large number of non-geographic numbers directed to different destinations with a simple one-to-one translation, e.g. an 0800 number going to a single UK destination. This service allows you to carry out simple routing plans based on the location of the caller. Just the job if you have large numbers of basic requests.

Routing is so user friendly, so you can make changes easily, and there’s a blacklist option to bar nuisance calls. For each destination, there are two routing options. So, if the line is on ‘divert when busy’ or ‘divert on no reply’, there are two alternative destinations. Prompts can also be played in the event of call failure.

Features

• 5 routing plans can be configured; 1 routing plan is activated.
• For each routing plan, you can have 1 origin, 1 standard destination, 2 alternative destinations and 1 prompt ‘blacklist’ feature - a key function that allows you to bar nuisance callers or stop misdialled fax calls immediately.
• Customer-administered prompts.
• Individually generated origin and date lists

2. Interactive routing

Perfect for larger organisations with more multifaceted requirements because it lets you create and amend highly complex Network IVR and routing trees. Routing is made flexible with a capacity of up to 200 nodes in each call plan. Nodes can be decisions based on call context (e.g. origin or time-dependent). What’s more, you can have 20 plans activated simultaneously and a backup of up to 200 standby plans. Have we got plans for you...

We’ve got all your routing eventualities covered: non-geographic numbers can be arranged in groups so that complex routing can automatically be assigned to all non-geographic numbers within a specified group. Interactive routing is a powerful telephony tool as it combines Network IVR, advanced network service and sophisticated routing options, from filtering by region, time and destination to televoting and skills based routing.

Features

Interactive routing lets you create complex call plans with hundreds of decision points. Each decision point can represent one of the following features:

• Filter calls depending on region - automatically routes calls to relevant destinations depending on the caller’s location.
• Filter calls depending on time - routes calls based on the time of day, day of the week, date ranges or holidays.
• Switch calls to a Network IVR menu - IVR intercepts a call by playing a prompt and offering a menu to the caller; the relevant routing plan is activated and the call connected onwards based on time, date, origin, percentage distribution or agent status.
• Play prompts - generic or customer-specific announcements can be uploaded.
• Deliver calls by distribution - route calls in proportion to the capabilities of each destination, office or call centre in a multi-site organisation.

Got a question? Call us on 0800 953 0180

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