Inbound Telecoms

Complete Call Management for Businesses

Inbound is a cloud telephony service that enables complete call flow management with Call Routing, Number and Call Flow Managament and Reporting, which can all be accessed and controlled via a web portal. With Inbound, you can manage incoming calls, providing greater business efficiency, resilience, flexibility and better customer service. From simple call routing through to comprehensive call centre services and management tools, Inbound is everything your business needs.

 

It can be set up in minutes, is easy to use and offers feature-rich network services that are scalable, cost-effective and require no capital outlay. With three levels of service, we have the right Inbound solution for your business.

 

Benefits of Inbound

Use any number, anywhere, from any device

 

Available on both geographic (01/02) and non-geographic (08/03) numbers and accessed from any web-enabled device through a secure, user-friendly website.

 

Inbound makes it possible for a master administrator to create sub-account users via an intuitive admin tab, which gives individuals access to specific numbers and features. This can be useful when allowing employees to manage call routing of their own DDI number, because it lets them choose and manage how they receive their incoming calls at any time, whilst restricting access to features such as call recording.

 

Call Management and Reporting

 

Call reporting is becoming more and more important to an increasing number of organisations. Inbound enables online access to a full range of call routing features and management information that will give you an edge when it comes to customer service.

 

Most organisations would like to know how many calls they’re receiving and of those, how many are answered and how many are missed.  With Inbound, go a bit deeper and ask a typical marketer and you’ll find they want to know how many enquiries their advertising is producing, whilst their counterparts in sales and operations will share an interest in understanding peak trading times to be able to refine staffing levels to meet the need. Inbound provides the perfect solution for each of these essential business requirements.

lmprove customer service

 

Keep in touch with your customers – by choosing Inbound you can manage what happens to calls directly, when the office or shop is busy or when you’re closed. You can divert calls during these times to another location or to a mobile and you’ll never miss a call again. Calls can even be recorded for compliance or training purposes and Inbound will help you report on productivity, effortlessly.

Business Continuity

 

A great feature of Inbound is its ability to support business continuity. In the event of a disaster or unforeseen event, calls can be instantly redirected to another site, which becomes particularly relevant when you consider that in a Green Flag Breakdown research report in 2013* it was reported that British workers have missed 51.4 million working hours in one week as a result of the poor weather conditions. Over 8.5 million (18 per cent) British adults were unable to work their contracted hours because of the adverse weather, costing employers an estimated £318 million.

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Inbound Features

Call Plans

Call Stats

Call Queuing

IVR

Build an unlimited number of call plans according to your business operating hours and modify them instantly in accordance with your changing business needs. Schedule call routing in advance according to your business hours and call handling preferences and use call divert options to maximise your call handling potential to provide improved service to your customers.

Easily-interpreted graphs of your inbound call statistics help you track calls and enhance your

marketing. Snapshot data provides you with results of call handling efficiencies enabling you to make informed decisions.

Queue incoming calls on a destination number to assist

with call handling during busy periods. Use live queue statistics to monitor customer service and make instant changes in terms of queue management and size with optional queue breakout and overflow preferences to an alternative destination, announcement or voicemail

service. Project onto a wallboard to give immediate feedback to call handling agents and their supervisors.

 

Interactive Voice Response (IVR) allows you to upload

file announcements to an Inbound call plan as a way

of communicating with callers. Use IVR to provide callers with call routing options and announcements to inform them of details such as opening hours and website address when the office is closed.

Who is Inbound for?

Sole Trader/Single Site Business

Call Centres

multi-site or multi-department organisations

Set up and change call routing plans according to opening hours and staff availability.

Route calls by caller identity, by caller location, to the right account manager or for hunt group routing across particular teams.

For those that place high value on customer service and want to deal with calls more effectively and without missing any.

incovo

5 Naysmith Court

Houston Industrial Estate

Livingston

EH54 5EG

ABOUT INCOVO

incovo is a communications technology integrator of leading unified communications, infrastructure, integrated network and document management solutions throughout the UK. Our focus is creating dependable, cost effective business communications solutions that ensure a variety of methods of collaboration to meet the ever changing market conditions.

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