Inbound Services

Most businesses which handle large volumes of inbound calls use an ACD in conjunction with an IVR.

Our feature rich system enables you to flow your call traffic to the agents best equipped to handle your calls, which improves business efficiency and at the same time provides a better experience for your customers.

dialler

IVR

The IVR system can be used to queue your inbound calls and route them to the most appropriate agent. The platform can be configured to route all calls to IVR or selectively route calls to IVR or live agents using hunt group logic. This routing can also incorporate skills based routing logic. Inbound callers can be given a wide range of options such as switch to a live agent, application interaction using DTMF digits, or request outbound call-back.

CLI based routing

Calls can be routed to specifc groups of agents based on :

  • the source of the call as indicated by the Caller Line Identity (CLI) information and
  • the destination of the call as indicated by the Dialed Number Identification Service (DNIS)

Note: CLI is also known as CPN (Called party Number), DNIS is also known as DDI (Direct Dial Index)

This is form of routing is typically used to channel calls to the relevant department. For example, many companies split sales and customer service calls by publishing different numbers for different departments even if both types of call are handled by the same group of agents.

Hunt Groups

Calls can be presented to individual agents or to groups of agents. If a call remain unanswered, after a specified time it can be presented to a wider group of agents. Agents can belong to more than one hunt group.

Skills Based Routing

Calls are routed to specifc agents based on the skill set allocated to that agent.

Call Blending

Call blending allows the balance between inbound and outbound campaigns to be managed by using the same agents to handle both operations.

As volumes of inbound calls rise, outbound agents will be automatically switched to inbound campaigns in order to share the load. In periods of inbound inactivity, agents will be moved from inbound campaigns to outbound dialling.

Call blending maximises productivity in agents and reduces the need to take on additional members of staff to cope with temporary peaks and troughs.

Our call blending module is used to calculate inbound demand and our outbound protocols ensure that management of inbound spikes does not impact outbound call abandonment. The dialler’s command and control systems work together with the outbound and inbound pacing systems to provide maximum flexibility of agent movement while ensuring that compliance and overall agent efficiency are not compromised.

Queue Priority

More inbound resources are allocated to queues which are deemed to be most important within your inbound call centre, when agents are allocated to more than one queue. For example, New Business make take priority over Support.

Scripting

Our graphical scripting tool allows you to build your script using drag and drop pages.

Agents move through the script page by page, and are able to collect and/or edit existing information about customers.

Our scripts are HTML based which means that web functions like drop down boxes, radio buttons, check boxes, etc can be used in your script design.