Custom Call Routing Package
The Custom Call Routing Package provides you with an engineering tool containing all thinkable call routing features. All call flows can be created to support your custom and contact center routing needs. All the features provided in Basic, Smart and Pro are available, as well as many more exclusive features such as the ability to incorporate other systems (such as CRM) into your flow via XML-RPC.
With Custom you will be able to take any of these features and build your unique flow. Simply take the features from the step library and place them in a tree to build your flow. Custom enables you to build as many flows with as many numbers as you like, the monthly fee is all inclusive.
This is an ideal solution for companies in need of highly specialised call flows. These flows can be build by you or you can have our engineers build it for you for an additional fee. With the Custom Package the possibilities are endless.
A Custom Package is not limited in number of phone numbers, flows or agents. Scale up or down as desired within the subscription.
Reporting
Over 18 predefined reports available covering all relevant types of management information ranging from traffic and queuing reports to agent reports.
Custom Reporting
Define your own specific variables and reports. Tailor the information to your management needs.
Report Scheduling
Automatically send repots to one or more email address periodically. Make sure all information is available for all relevant people.
Monitoring
See what happens at the moment it is happening with monitoring dashboards. Management made easy.
Agent Management
Define agent profiles with their availability. And organise them in skill groups. Make efficient usage of your workforce.
Audio Management
Build your own audio library which can be used in any call flow you create.
Agent Tool
Agents will be able to manage their availability in the Agent Tool. Calls wil be distributed accordingly.
Schedule Management
Build your own library of week plans with office hours and calendars with holidays. Use and re-use those in any of your call flows.
Number Management
All your telephone numbers are available in a library where their parameters can be managed and their connectivity to flows can be managed.
List Management
Create your own library of data lists which can be used in any call flow as reference lists in your flows.
Account Management
Manage which users have access to all functionality they require and only the functionality they require.
Callflow Templates
Preconfigured callflows ready to be deployed and customised by you.
The Telephony Disaster Recovery Package consists of an extensive Disaster Recovery Plan suitable for corporates and multinationals as well as a to-the-point failover cheat sheet for the more practical minded.
Building a Call flow for your Contact Center Routing is as easy as playing with lego. Each call routing feature is available in a central building block library and by stacking those building block you create your own Interactieve Voice Response flow. Each feature has a set of parameters and exits, which enables you to create exactly that what you need. Whether that is a stand alone flow or a sub flow which are re-used in multiple cases. It is up to you and the only limitation is our imagination.
Alternative Call Routing Solutions
Contact Center Routing is not for everybody. These standard call routing packages might be a better fit for you.
Basic
- Call Forwarding
- To PSTN SIP or MS Teams
- Call Activity Reporting
- WhatsApp Enabled
- Call Recording
Smart
- Basic plus:
- Welcome Message
- Office Hours
- Queue
- Multiple Destinations
- Voicemail
- Blacklisting
Pro
- Smart plus:
- Whisper
- Menu(s)
- Distribution Group
- Agent Availability
- Monitoring
- Ring group / Ring all
