Our Inbound service provides online access to a full range of call routing, monitoring and management tools to empower your business and drive customer service.
Inbound is packed with features to help you manage incoming calls, providing greater business efficiency, resilience, flexibility and better customer service. From simple call routing through to comprehensive call centre services, Inbound is everything your business needs.
"Inbound is a must to anyone who regularly uses marketing campaigns and inbound numbers for telephony - it gives great visibility, flexibility, control and most importantly useful decision-making statistics on a service which is traditionally managed by external companies."
Phil Barker -
Head of IT, American Golf
With Inbound you are in control and not reliant on a network operator to make changes on your behalf. You can do that yourself, enabling you to securely make changes and get instant access to reports that meet your business timescales, not those of the network provider.
Using our online portal or mobile app you can set up call plans then see how many calls your business is receiving, how many are answered and how many are missed. You can improve customer service by better managing callers during busy hours, or when your office is closed.
Inbound also provides a ready-made business continuity solution. You can instantly direct calls to another location, either manually or automatically, should there be an outage or other issue.
You can use Inbound with any number, from anywhere and with any device. There’s no capital outlay. Inbound services be set up in minutes for maximum operational flexibility, and are incredibly easy to use.
Build call plans according to your business operating hours and modify 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 and provide improved service to your customers.
Easily interpreted graphs of your inbound call statistics helps 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 to a destination number in our network 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.
Advanced call statistics show call handling efficiencies such as productivity, call patterns and caller behaviour and enables you to make informed business decisions. Find out how long it takes to answer calls, waiting time, call outcomes and see caller details.
Inbound reports can be scheduled so that your call statistics for daily, weekly or monthly time periods can be automatically sent to up to three dedicated email addresses.
Call Recording can be used for compliance, customer service or audit purposes.
Choose to retrieve voicemails online or by email with .wav attachments – a great way to maintain records and audit trails.
Call Whisper – a brief message is played to the call centre operative just before the call is taken giving further information on how to answer the call, allowing a more tailored response.
Here are just some of the current business issues we encounter with our customers where we can really help.
With Inbound, you can cater for business continuity in the event of a disaster or unforeseen event by instantly redirecting calls to another site. Don’t underestimate the disruption to your business in such an event. 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.
*Green Flag Breakdown Report, 25 January 2013
Don’t cut yourself off from your customers – for instance you can manage what happens to your calls when your office or shop is busy or when closed. Divert calls during these times to another location or mobile and never miss a call again. You can even record calls for compliance or training purposes and report on your company’s productivity.
How many calls is your business receiving? How many are answered and how many are missed? How many enquiries does your advertising produce? When are your busiest hours and when should you ensure you have extra staff on hand? How do you make sure you NEVER miss a call? Inbound provides you with online access to a full range of call routing features and management information that can help address these issues and give your organisation a leading edge when it comes to customer service.
A master administrator can create sub account users for Inbound via an admin tab, enabling individuals to access specific numbers and features. This can be useful when providing employees with call routing management of their own DDI number, so that they can choose and manage themselves where they receive their incoming calls at any time, whilst restricting access to features such as call recordings.
"We support our global customers and staff 24x7 and a reliable and stable telephony platform is critical to ensuring this. Our customers also require that we have a documented and tested business continuity and disaster recovery solution in place. With Gamma we have been able to achieve all this and make significant cost savings across our telephony estate."
Peter Thomas -
EMEA IT Manager, Verint
With three different services, there is an Inbound solution ideal for any business.
Inbound Contact Point for sole traders or single site businesses that want to set up and change call routing plans according to opening hours and staff availability.
Inbound Contact Path for multi-site or multi-department organisations looking to route calls by caller identity, by caller location, to the right account manager or for hunt group routing across particular teams.
Inbound Contact Pro offers call centre functionality for businesses that place high value on customer service and want to deal with calls more effectively and without missing any.