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IVR & Call Routing

What is IVR & Call Routing?

Interactive Voice Response (IVR) is a technology that allows a computer to interact with humans through the use of keypad presses.

This is commonly seen in environments where there are distinct teams that do separate activities and the customer chooses which department they would like to interactive with. (eg. Press 1 for Sales, Press 2 for Service)

Call Routing is the way in which an incoming call is handled and routed to staff within your business. Call Routing usually goes hand-in-hand with an IVR but can be kept seperate.

A common example of call routing is where an incoming call rings three phones and the first person to pickup the phone receives the inbound call.

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What an IVR Offers

  • Easily direct external queries to the correct department
  • Reduce the amount of time spent transferring calls
  • Increase your business professionalism
  • Enhance customer satisfaction
  • Upload your our professional recordings
  • Get a personalised professional recording (additional charges apply)
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What Call Routing Offers

Set the call routing options and choose where you would like each caller to be directed.

  • Call an internal extension (using VOIP that can be any VOIP phones located around the world)
  • Call an external number to another business (such as breakdown services for out of hours call rental company)
  • Call a mobile (sich as if you are on the road or out and about a lot)
  • Send to a virtual receptionist to answer in a professional manner
  • Send it to your own voicemail service
  • Move the call to another department from within your IVR

Mix and match some of the options at the same time. Some examples include:

  • Call the back office phones first, then call front office phones and revert to voicemail if no answer
  • Play a message to customers when the office is closed
  • Call two mobiles simultaniously
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How do you get started?

For customers who already have a landline number, you can transfer this across to use with a VOIP package.

If you are starting fresh, you can choose a number to get started as part of your VOIP package.

For customers who are tied into a contract or want to give it a trial, you can forward your landline to your (secret) VOIP number to get started. Please note that your current landline will charge you for all forwarded calls, especially if you you don’t have inclusive minutes.

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