Seamless voice services for an enhanced customer experience

A branch switchboard with built-in voice continuity that distributes customer calls across multiple branches to the next available agent, helping you to manage peaks and troughs in demand, monitor agent performance and deliver service excellence.

Key features

Inbound voice gateway for all branches

• Available with local, national or non-geographic numbers
• Ensures calls into one branch can be handled by other branches or by a centralised contact centre if necessary
• Harnesses all your business call-handling capacity behind a single number
• Provides call queuing and playing of comfort messages in periods of peak demand
• Services are accessible from BlackBerry handsets

Automatic call routing

• Calls are routed to the caller’s closest branch for a more personal service
• Automatic routing to the next closest branch or service centre when this branch is busy
• All waiting calls can be advertised so branch staff across the country can take the next call in the queue

IVR

• Network-delivered IVR allows customers to choose how they want their calls handled
• Staff can be organised into skill groups to match the IVR options
• There’s no limit to the number of IVR options or menu layers
• Callers are always given the option to break out of the IVR to speak to a person at a nearby branch or service centre

Assuring customer satisfaction

• Branch staff can ‘press 0’ during the customer conversation to transfer the call to the service centre. This service works no matter what PBX infrastructure is in each branch
• Service can ‘whisper’ to service centre staff to inform them of calls transferred from the branch
• VIP callers may be given priority numbers for prioritised customer service

Management information

• Presents detailed call handling information in real-time or weekly management reports
• Shows call-handling performance at branch, regional or national level
• Highlights times and locations of peak call volumes and excess capacity
• Can be benchmarked against best practices and performance to agreed SLAs

Voicemail

• Can be supplied with business-class voicemail behind each number for busy or out-of-hours messages
• Enables voicemails to be handled locally at each branch, or centrally
• Provides unified messaging to route voicemail to email for more effective handling of customers calls
• Provides unlimited storage and archiving capacity for messages

Faxmail

• Built-in fax-to-email service ensures inbound faxes are delivered to the branch by email
• Converts faxes to easy reading format for screen delivery or hard copy printing
• Enables creation of an archive directory for all faxes

Business continuity

• Voice continuity is maintained seamlessly in the event of ‘outages’ that affect individual branches or your entire network
• Staff can connect to the service from any location and have calls delivered to them, so outages remain undetectable by callers
• Calls can be routed to caller’s next closest local branch or service centre in the event of disruption at the closest branch
• Seamless service continues in the event of a crisis, so your revenue and reputation remain unaffected

Fast time to service

• You do not need to install any new hardware, software or networks
• The service works across all telephone systems – analogue, digital and VoIP
• Can be up and running in days
• BT SmartNumbers can be included in your BT OneBill