Call Routing

Intelligent Routing
Enhanced IVR
Virtual Call Center
Customized Construction
Lookout for AccuRoute in 2010

Intelligent Routing

Take your calls exactly where you want them with uniform distribution, percentage allocation, and other conditional routing based on geographic origin, time of day, and day of the week.

Enhanced IVR

Get your callers exactly where they want to go—as rapidly as possible—with voice activated menus that save time, energy and money for both your staff and your customers.

Virtual Call Center

Make sure your callers get connected to live, logged-in representatives with real-time online management of the staff you rely on to be the voice of your company.

Customized Construction

Specialized distribution profiles, sophisticated IVR menus, and dynamic virtual call centers can be used singly or in combination to meet unique needs, no matter where, when or how your business operates.

Benefits

Sophisticated call routing secures customer satisfaction, improving sales by optimizing fulfillment and support. Labor costs drop with the reduction of superfluous locations and queuing wait times, and proactive menus keep callers engaged while further educating them about your offer. Routing programs can even communicate with customers for you, further saving labor costs while helping you close more sales and increase your ROI.

Call Routing

Intelligent Routing
Enhanced IVR
Virtual Call Center
Customized Construction

Call Routing

Smooth-Flowing Call Traffic

The right combination of toll-free destinations, call center locations, and distribution profiles efficiently manages call volume by avoiding unnecessary transfers and hold times, keeping your callers happy and minimizing your labor costs.

Geographic Specialization

IntelliRoute takes your calls to the right place the first time, every time. Concerns such as geographic limitations, state-specific laws, regional familiarity, and—above all—call volume are alleviated by the rapid and fully-automated software.

Virtual Call Center

Reduced Labor Costs and Stress

Software is the cheapest labor available. The virtual call centers supplied by Dial 800 minimize labor costs by more efficiently queuing calls. Your representatives no longer have to spend valuable time transferring calls and putting customers on hold because they’ll only receive calls for which they’re trained and available.

Expedited Customer Service

Sophisticated queuing decreases waiting times for your customers, fostering more productive atmospheres for your representatives, and, therefore, increased sales and improved ROI.

IVR

Automated Information Exchange

Interactive Voice Response helps callers navigate menus more rapidly and efficiently, saving valuable representative time that would otherwise be spent processing customer information and questions while further educating callers about your offers with pre-recorded messages.

Enriched Customer Service

Information collected from callers by automated menus helps your representatives understand customer concerns more rapidly and thoroughly, keeping labor costs low and customer satisfaction high while empowering your representatives to better answer customer concerns.

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

Intelligent Routing
Virtual Call Center
Enhanced IVR
Customized Construction

Description

Intelligent 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

Reduce costs by employing agents from remote locations. Agents only need an ordinary telephone line and an Internet connection to start receiving calls.Choose which calls get sent to which agent with priority ranking. Increase the closing ratio of your calls by sending more calls to better performing agents. Each virtual queue can send calls to ninety-nine separate representatives and the number of virtual queues is practically limitless.

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.

Advanced Routing Features

Allocate Calls

Percent Allocation

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

Uniform Call Distribution

Route calls to different locations in a round-robin fashion.

Limit Phone Calls: Limit the number of concurrent and/or daily calls to a single location. Once the limit is reached, calls are routed to an alternate location.

Call Blocking: Prevent unwanted calls. Block calls to one or more of your toll-free numbers based on the callers: state, area code and/or specific phone numbers.

Geographic Routing: Geographical routing allows you to route calls based on a caller's zip code, area code, or other location information.

Scheduled Routing

Time of Day
1. Route calls based on the time the call was placed. For example after hours calls can be routed to a call center.
Day of Week
1. Route callers to locations based on the day they called. This can be combined with time of day routing to route calls at certain times of the day depending on the day of week.
Holidays
1. Create specialized routing profiles for specific calendar days of the year including holidays.

Busy & No Answer Management

Queue
Re-route Calls

Last Agent Routing: Route repeat callers to the same agent or location each time they call. Also referred to as ANI Remembrance.

Whisper-Tone: Play a message to the call recipient before the call is connected to easily track media sources.

Routing API Integration: Our open API easily integrates with your companies CRM solution to deliver customized routing and reporting.

Data Collection: Voice Responses
Receive either a recording, or a transcript of callers' responses to Q&A prompts.
Caller Entered Digits
Receive reports detailing which digits were entered. This feature can be used to keep track of customer records such as account numbers' or caller trends such as menu choices.

Message on Transfer: Play a message on transfer that can be unique to each location.

Easy Transfer: Enables a representative to easily transfer the call to another location.

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

Interactive Menus: Create a custom interactive touch tone activated menu and submenus to give callers information such as business hours and directions and/or route calls to their appropriate departments.

Software
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Call Recording
Name & Address
Demographics
Direct Mail Marketing

CallView 360° provides 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.

Our call recording software records 99.997% of all calls automatically; the full recording of every one of these calls can be heard with just one mouse click on an easily distinguishable icon. Digital records of the calls can be saved to any local drive or emailed to anyone with just one more click of the mouse—an incredibly simple and efficient tool for review and training purposes.

Access extensive demographic information to build complete profiles of the households calling you. The owner of every home phone line making calls is listed by name, age, address, home ownership, family size, credit card use, and income bracket.