Intelligent Call Handling
When a customer needs to speak with you, they want to do it quickly and without disruption.
- Manage customer interactions intelligently - get them to the right place first time
- Do not miss a call with joined-up communications
- Help customers reach you by increasing your accessibility
Are you able to handle multiple call requests quickly and consistently, routing them to the right person to manage their enquiry, and offer your internal staff whisper transfer and contextual information to provide a seamless flow of information?
Managing your customer calls in a polite and efficient manner is of paramount importance in order to provide the best opening impression of your organisation. The ability to offer rapid response to both internal and external enquiries through a variety of devices at your disposal, from landline calls to tetra radio, enables you as an organisation to respond with flexibility and choice.
Our Intelligent Call Handling solutions allow organisations to connect with their customers in a way that customers expect – hassle free. They never need to know that the person they are communicating with is working remotely, or that they have queue-jumped and been routed through three departments before speaking to the correct person to deal with their request.
Designed in-house and using the latest technology our solutions connect most third-party PBXs and voicemail systems via analogue, digital and SIP interfaces.
Features include:
- Advanced intelligent speech recognition (ASR) and IVR technology
- Administration via web, mobile or telephone interfaces
- Multimedia messaging
- Auto Attendant with external and internal caller interfaces
- Multiple DDI and CLI routing
- CRM integration and screen-pop
- Smart in-queue interactions for multiple self-service and callback options
- Skills-based routing that also uses agent occupancy for queue management
- Flexible deployment
- Real-time monitoring, coaching, recording
- Real-time statistics and alerts and multiple standard reports
- Post call surveys
It’s interesting that, unlike others, Netcall’s innovative call handling pricing is by capacity and not per-seat licencing.
We can assist in matching your organisation’s challenges and goals with our solutions so that you deliver productive customer service at an effective cost.
Download the Intelligent Call Handling solution brochure or click through to the product icons listed below.
For a more in-depth consultation with one of our skilled solution specialists, please do call us, use our enquiry form or ask us to call you at a convenient time by using CallMeBack.
Products in this solution suite:
Intelligent Call Handling Flipbook
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SEMAP+ and Microsoft® Lync™ Integration
Customer quotes
“Psychologically we get control of the call and it’s giving us more opportunity to up-sell and cross-sell.”
“Removing internal calls from the switchboard, has considerably reduced queuing time for members of the public and ensures that we are offering a customer focused service.”
“Netcall are a company who will listen to the customer and have developed a product to meet our needs and more.”
“We are continually monitoring performance indicators and it’s likely we will invest further with QueueBuster.”
"QueueBuster is non-invasive and was easier to integrate with our existing systems and network than we had expected. It was installed and incorporated into our technical environment in a matter of days"
“ We are planning to step up our digital marketing campaigns and CallMeBack will play a key role in helping convert online interest into sales.”
