Need your calls routed by zip code and your call data broken out by franchise? Need your calls routed to custom sales territories that don’t match traditional zip codes? Or perhaps you frequently need to adjust your routing plan to accommodate a new marketing campaign? What if you need to change routing plans based on the time of day, call volume, or make other data-driven decisions?
We know call routing technology inside and out, so we can make calls go where you need them to go, and we can track whatever data you need to track. If you have a complicated call routing problem, we’ll help you solve it without expensive hardware or software, and we’ll provide you with the kind of reporting and analysis that makes the most sense for your business. We'll also do it without the hassle and expense that typically come with custom solutions.
They're Your Rules ... Not Ours
- Your business changes to meet new demands ... and so will your call routing requirements.
- Seamlessly add more capabilities.
- Our platform scales as your business grows.
When evaluating solutions, here are some important things to consider:
- What do you expect the call experience to be for customers? First time callers?
- How accurate does your routing need to be? Does it matter who picks up the phone when someone calls?
- Does your routing depend on the caller's physical location?
- How tolerant are your callers with interactive voice response (IVR) systems? When done poorly, these systems can adversely impact satisfaction and sales.
- What are the demographics of your clients and prospects? How do they reach out to you?
- How important is missing an inbound call? Do you need options for responding quickly?
What do you need in your call-routing solution?
Georouting: How should your callers be routed? We can route them by zip code, county, closest location, political boundaries, franchise boundaries, direct marketing areas, or any other geographical definition you can think of.
Mobile location routing: If callers are using mobile phones, do you need to know their location in order to make the best routing decision? We can do that, too. And it does not matter what type of cellular device is being used. No apps. No web browsers. No worries.
Business rule options: Do the rules change based on the time of day or day of the week? What needs to happen if the lines are busy or nobody picks up after a certain number of rings? Tell us how they should be handled, and we'll make it work.
IVR: If you need one, we'll build it for you. This helps ensure that your customers have the best possible experience when they call you.
Call recording: Another valuable tool to add to your arsenal, which helps you control quality, enhance training, document conversations and satisfy compliance requirements.
Caller data: Do you want to take advantage of your data to improve call routing decisions? For example, do the routing rules need to change if someone has called you before?
Call volume management: Your business is growing quickly, or your marketing campaign is generating great response. We make sure every call is handled properly, even during peak times.
Interfaces: Want to connect to your own data in real time, a CRM system or a web service? Yes, we can do that.
SPAM Filters: Don't be bothered by unwanted calls.
Missed call handling: Sometimes callers just hang up. We have some pretty cool solutions to help you respond quickly.
Fault tolerance: What happens if one of your locations loses power or connectivity? You will know, but your customers won't.
Accurate call routing incorporates a pretty big feature set. Many companies need to use the same set of features but in different ways at different times. A linear approach cannot handle this.
However, if we group features logically into their own building blocks and let them talk to each other, we can stack them in multiple ways to suit a client's needs … all in a single routing solution!
We provide the building blocks and assemble them to create a call routing solution that is efficient and customer friendly. Unlike most custom solutions (which take too long to build) or off-the-shelf solutions (which can be too limiting), this approach gives you the best of both worlds and helps you run your business better.
A Platform to Meet Your Needs
- Based on how you operate your business
- Highly capable, yet quick to implement
- Flexible, yet simple
- Tailor-made to grow with your business