Incoming Call Management (Network IVR)

Telemarketing numbers can be used alone or with Network IVR – a platform on a Telecoms carrier network.

A call plan will vary in complexity but typical examples provide callers with a welcome announcement followed by a menu or series of menus for callers to select appropriate choices that match the purpose of their call. The calls can then be routed to a destination, such as a Contact Centre, or put into a Data Capture menu, where callers leave recorded information that you can retrieve at a later time.

Network IVR Features

Additional call features can also be implemented such as the ability to queue calls in the Network IVR until the destination number is not busy, or set-up Disaster Recovery contingency plans, where alternative destinations can be used in the event that the primary destination is unavailable.

Caller-directed Routing, ACD
Description You can choose to present all your inbound callers with a menu choice to select to whom they wish to speak, e.g. Press "1" for "Accounts", "2" for "Technical Enquiries". The call is then routed to the corresponding location.

Call Queuing
Description Ideal for any contact centre or telemarketing environment that experiences inbound ‘peaks’, Call Queuing automatically answers inbound calls, holds them in the network and regularly informs the caller of their wait time in the call queue.

Data Capture
Description The service allows you to set up a series of questions that callers respond to by leaving voice messages on the Managed IVR platform. These answers are appended, and can be played back as one single message, by an agent, who can write down the details during quieter periods.

Call Recording
TCD offer an entire recording platform - network based. Retrieval is performed using a simple web based search engine. Once a file is located, you can playback the recording using any standard multimedia PC or you can download the audio files. Audio files can also be sent as an email attachment.

Benefits of a Incoming Call Management 1. No capital purchase, upgrade, maintenance costs, and equipment obsolescence. 2. Saves resources on the number of lines, and number of voicemail ports needed, through queuing calls in the network rather than at your onsite phone system. 3. Callers can access or provide information anytime, anywhere. 4. Flexible model - features can be scaled up, or down, as your organisation needs change. 5. Capacity on demand – the carrier provides capacity to cater for your peak traffic volumes, so you don’t need to, this means that calls can be answered on the carrier’s network, so your customers don’t ever hear an engaged tone. 6. Optimising agent utilisation, by ensuring low-value activity is automated. 7. Reduced call transfer costs by routing calls to the right department first time.

Please Note: Free Network IVR for customers who receive over 150,000 minutes a month of inbound calls for 12 consecutive months on a UK telemarketing number we connect. If we supply an 0800/0808/03 telemarketing number, inbound call charges per minute will apply.

For more information about Incoming Call Management call us now on 0845 013 0300