Call Routing

Deliver Calls To The Right Place Everytime.

 

Get your calls to the right person at the right time, with a full suite of Dynamic Call routing solutions.

Calls handled by the AVANSER platform can be directed to a single answer point or to any pre-nominated answer points depending on a number of criteria (Complex routing).

There are a number of complex routing methods that AVANSER employs to handle a call. These methods can be used individually or collectively, thus offering a comprehensive suite of rules by which calls can be handled in a flexible and fully customisable manner.

 

Simple Routing

Transfer

Send callers through to the right team inside your company.

Voicemail

Pass your callers directly to a voicemail service, and have the recordings instantly emailed to you.

Prompt

Play a recorded message to your callers. Once the recording is complete, the call can be ended or passed along to an answer point.

 

 

Code Input

Pin-Based Routing

Set a custom list of pins or extensions and direct calls according to the caller’s extension they entered. Alternatively, pass calls to a single answer point and just capture the product numbers entered by your callers!

 

 

Call-Centre Management

ARTIC: AVANSER Real-Time Inbound Call Centre

ARTIC is a completely cloud-based call centre solution. Distribute calls amongst available agents wherever they are located. No need for pricey phone systems or centralised agents.

 

 

Call Distribution

Call Rotator

If you have multiple locations or departments Call Rotator will distribute calls/leads to your desired locations or teams.

 

 

Time Specific Routing

Time-Based Routing

Passes callers through to an appropriate destination based on specific times, for example, if you’re running a special promotion or you have busy seasons coming up, you may want to route calls to more staff to handle the load. Simply program these dates and times in and the team members you want to send the calls to and TBR will take care of the rest.

 

 

Caller Selection

IVR

IVR stands for Interactive Voice Response which allows callers to choose their destination based on a phone menu system i.e. press #1 for sales, press #2 for customer support etc..

Dynamic IVR

Ideal for companies that have multiple locations where setting up a standard IVR becomes too messy. When a customer calls your number, SMART IVR will build an options menu specifically for that caller based on their current location, giving them options to choose from.

 

 

Location Routing

Postcode Prompting

Directs callers based on their locations postcode. Callers are prompted to enter their postcode to choose where they would like to be directed.

Exchange Based Routing

Automatically detects a caller’s telephone exchange, and directs them through to a location appropriate answer point.

See Our Other Solutions

“Managing our call pipeline through AVANSER gives us peace of mind in knowing that our leads are being managed effectively and efficiently.”

Alan Carroll

Rent The Roo, Group General Manager.