Efficient Call Routing Delivery

Call routing / Call delivery is guaranteed to improve customer service, designed to provide choices. Starting from basic hunt groups to sophisticated ACD & IVR options, combine all with our e-Receptionist and every business situation is covered.

Call Routing

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Call Routing/ Call Forwarding means call delivery and as such we also offer from an array of hunt groups to deliver calls across your business; Collective, Sequential, Rotary or ACD for Call Centres.  A mixture of the aforementioned can be used for overflow groups, that may even include remote-workers / homeworkers.

ACD a crucial component

for large companies streamlining the communications process or Contact-Centres. Automatic Call Distribution as a feature is still relatively under utilised despite its proven benefits. Some of these capabilities include:

Skill Based Routing

Incoming calls routed to the specific split or department based on pre-determined criteria. A skill-set will be selected in priority order.

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Immediate Response to High-Value Callers

Callers identified as VIPs immediately routed to the most appropriate person available. Efficient call handling leads to higher customer satisfaction.

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Integration with CTI Technology

ACD with CTI integration and skill-based routing ensures call routing is delivered with client records via the customers CRM.

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Connect Multiple Locations

ACD routing may be utilised to ‘evenly’ distribute calls across multiple sites and home workers. All staff can function as one single team.

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Call-Back Facility

Call-back allows callers to choose ‘call back’ rather than waiting in a queue. Initiated automatically as soon as the next agent is available.

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Coaching of Agents through Call Monitoring

ACD working enables Contact Centre managers to utilise call monitoring, and whisper announce to interrupt training agents.

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