FAQ
Answering your questions
Can I perform my own moves, adds and changes in real-time?
Yes. We offer state of the art, real-time web
interfaces which allow customers to create or modify routing plans
or features as and when they require.
Can I report on all calls?
Yes. We offer several online reporting
applications which 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. Customers can select which data they 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, customers may choose to “park” calls in the network when
resources are not available at the premises to handle
these. Callers can be played “on hold” messages whilst the
system waits for an available agent to handle the call, thus saving
valuable telephony resources in the customer premises.
Can I treat all my agents and skills groups as one?
Yes. Using our Virtual Contact Centre
functionality, premise ACD’s 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. 3rd 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 callers STD
code.
Can I pop data to my agents’ desktop
Yes. As part of the Virtual Contact
Centre option, a dedicated link can be setup 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
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, thereby reducing the need for live
agents to handle all calls. By utilising speech recognition, the
caller 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.