Improved individual productivity
Simple and easy to use
Instantaneous call ‘follow me’
One person, one number
A key enabler for flexible work styles
No costs for telephony ‘moves & changes’
Call Handling
As calls come into the business, the priority is to deliver the information needed or to enable the caller to reach a person who can help as quickly as possible. Providing an Auto Attendant or IVR in front of your business systems ensures that calls are routed appropriately. Calls that can be handled by data collection using voice forms or responded to using standard pre-recorded information can be handled promptly and automatically, reducing pressure on the contact centre.
Hold / Conference
Maximise call connection, maximise revenue.
Virtual Team Working
Not every call will be destined for your contact centre. Intelligent Connect enables the delivery of calls to network and device independent teams with contact centre capabilities, but without the requirement to invest in the contact centre hardware and without any limits regarding employee location.
Contact Centre Overflow
When all lines to your contact centre are busy, intelligent Connect can assist by routing calls to offsite workers or overflow destinations or by queuing ‘in the cloud’, keeping ports free on your switch while providing professional comfort announcements for your callers if held in a queue.
Calls Passed to Individuals
Not every call received into your contact centre will be resolved by your agents and some callers will need to be transferred to other areas of the business. Intelligent Connect ensures the call is maintained as live and able to be transferred beyond the contact centre without dropping back into the original business IVR. This capability greatly reduces caller frustration.
Managing the calls into the business
A natural user-friendly interface for your callers provided by Auto Attendant and Interactive Voice Response (IVR) solutions with the ability to rapidly deploy and alter call flows to accommodate changing call handling requirements. With intelligent Connect, call handling can be easily implemented and modified by the business at any time, with no specialist knowledge required. This helps ensure call management remains relevant and reflects changing business needs which, in turn, helps to maintain your professional image. This capability provides the flexibility to accommodate seasonal changes, event-based changes and overflow to multiple call centres, home and flexible workers.
Effective Call Deployment
Ensuring the calls are routed to the least busy areas or sites to accommodate varying workloads, or to areas with specific knowledge to handle the call is crucial to delivering excellent customer service. Intelligent Connect provides support for expert agents and teams whose primary function is not call answering but who are a fundamental part of the efficient response process within the company. These personnel are likely to be mobile workers rather than office-based but are key to providing rapid response to critical questions. They require a flexible subset of the call management and control capabilities provided by a fully deployed static contact centre.
Virtual Team Working
Allow your business to handle in-bound calls like a well-run call centre but without the need to have staff at a single location and without investment in centralised call centre equipment. Agents spread across a wide geographic area can work as a virtual team, with the flexibility of using a wide variety of standard telephone handsets - internal, external, fixed or mobile, on any network at any worldwide location. Workers can self-select their participation in virtual teams.