IntelliRoute

(800) DIAL-800

Features

The next generation Software-as-a-Service from Dial 800 offers a complete view of your calling traffic, caller patterns, and campaign effectiveness. A secure web page with full remote accessibility includes a wealth of perpetually refreshing data, providing unparalleled insight into lead information and advertising campaigns with a wide array of available features, including:

Call Routing

Detailed Caller Information
Intuitive Dashboard
Easy Analytics
Call Recording

Description

Advanced Routing

Each routing application is custom-built to client specifications, for the most logical and reliable service possible. Every routing option is available, including distribution based on the time of day, day of week, geographic origin of the call, uniformity, percentage allocation, and a wide variety of other parameters available both separately and in combination. Clients can even adjust percentage-based allocation online, empowering the fastest response possible to dynamic business needs.

Virtual Call Center

Agents at remote locations can be employed to better represent a company’s offer and interests and expand customer service capacities. Priority ranking increases the closing ratio of all calls received as the best closers receive more calls. Management keeps informed of which agents are receiving calls based on constantly updated call logs. Each virtual queue can send calls to ninety-nine separate representatives and the number of virtual queues is practically limitless. Agents only need an ordinary telephone line and an Internet connection to start receiving calls

ANI Remembrance and Repeat Caller Management

In addition to zip code and area code based routing, ANI identification can also be used to assure that repeat callers are perpetually returned to the first target number they reached. Caller ANI can be retained indefinitely or manually deleted by the user.

Whisper Tone

IVR, Fully Customizable Menus

Fully customizable menus recorded by the client’s choice of voice talent—male or female; amateur or professional—greet callers with a message designed to meet each unique situation. Messages can also be designed for the period of a call transfer, recorded specifically for each target number. Interactive Voice Response can receive caller feedback to menus, expediting the call and the sales process that follows. Menus can also be rendered interactive to caller-entered digits, recording user selections while routing calls appropriately. In conjunction, these applications allow for interactive information lines, order processing and sales of controlled inventory such as tickets, for which dedicated voicemail boxes can record caller names, addresses and order information, all appended for easy user playback.

Outbound Calling

Especially useful for polling and similar applications, outbound calling systems can call a user-defined list of phone numbers, playing a customized message which prompts callers to press a phone button for connection to the company. In polling applications, numerical selections can be dedicated to response equivalents, such as 1 for yes and 2 for no.

Call Detours & Transfers

Individual targets can be protected from undesirable calls based on a variety of factors including: user-specified maximum call counts; maximum concurrent call counts; pre-selected, State-based ANI; and cell phone versus land-line usage. With speed codes and an ordinary phone line, targets can easily redirect calls to more appropriate locations. Automated re-direction can send calls to alternative targets when they’re not answered within a user-specified number of rings, or if the target’s line is already in use.

Technical Specification

ANI Call Blocking: Block calls to one or more toll-free numbers based on; state, area code and/or individual callers' phone numbers.

ANI Remembrance: Route repeat callers to the same location each time they call.

Busy/No Answer: Re-route calls if the initial location is busy or the call is not answered after a set amount of time or rings.

Call Recording: Record inbound and outbound calls for easy review.

Caller Entered Digits: Know which digits were entered (like zip code or menu choices), for menu choices or the call’s end. (1=sale; 2=no sale; etc.)

Custom API Integration: Have a customized API developed that interacts with our database.

DTMF Tones: Send DTMF tones to navigate the locations' PBX.

Geographic Routing: Route calls based on zip code, area codes, or other location designations.

Interactive Info/Ticket Line: Ask the caller several questions in an interative Q&A dialogue with the voice file parsed together for easy transcription

Max Call Count: Limit the number of calls going to a single location at the same time.

Max Daily Count Calls: Limit the number of calls going to a single location each day.

Menu: Create a custom menu and submenus to give information and/or route calls.

Message on Transfer: Play a message unique to each location while the call is being connected.

Overflow Sequencing: Route busy/No Answer calls to alternative locations.

Percent Allocation: Route a distinct % of calls to unique locations, with real time controls for allocation changes.

Queue: Keep busy/no answer calls in queue until they can be connected; while a custom message plays, callers can opt out to voicemail or an alternative destination.

Take-Back & Transfer: Enable a location that answers the phone to easily re-route the call to another location.

Time of day/Day of Week: Routes calls based on the time of day, day of week and even custom holiday schedules.

Uniform Call Distribution: Route calls to different locations on a round robin basis. I also need real time controls to change allocations.

Virtual Call Center: Route calls directly to agents based upon priority routing (best agents get more calls) and their availability.

Time of day/Day of Week: Play a message to the call recipient before the call is connected to easily track media sources.

Whisper-Tone: Routes calls based on the time of day, day of week and even custom holiday schedules.