Inbound

Customer contact made easy

Voice

Inbound Call Management

Inbound provides online access to a full range of call routing, monitoring and management tools to empower your customers’ business and drive their customer service.

Inbound is packed with features to help your customers 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 a business needs.

Inbound puts your customers in control so they’re not reliant on a network operator to make changes on their behalf. They can do it themselves, enabling them to securely make changes and get instant access to reports that meet their business timescales, not those of the network provider.

Using our online portal or mobile app users can set up call plans then see how many calls the business is receiving, how many are answered and how many are missed. This can improve customer service by better managing callers during busy hours, or when the office is closed.

About Inbound

It can be used with 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

It’s a robust Business Continuity tool

Build an unlimited number of call plans according to business operating hours and modify instantly in accordance with changing business needs.  You can also apply busy, no answer and network error diverts to ensure you never miss a call whatever the circumstance.

It’s easy to use

Inbound’s jargon-free, intuitive service enables users to become very productive, very quickly, reducing the need to provide first-line support

Immediate set-up

Everything is online and directly connects into our network, allowing your customers to instantly create or make changes to call plans, announcements and other features, directly

There’s no capital outlay

No set-up costs means it can be funded out of a customer’s operational spend, enabling quick decision-making and shorter sales lead times

Build tailored call plans

Customers can build call plans to suit their business operating hours and modify them instantly, for instance during seasonal retail promotions and peaks. Call routing can be scheduled in advance and calls divert options used to maximise the customer experience.

Call statistics

Easily interpreted graphs of Inbound call statistics help users track calls and enhance management reporting. Snapshot data provides results of call handling efficiencies to ensure informed operational decisions can be made, in an instant.

Call queuing

Inbound lets incoming calls queue to a destination number in our network to help with call handling during busy periods. Live queue statistics enable customer service to be monitored and it lets instant changes be made to queue management and size whilst providing optional queue breakout and overflow preferences to an alternative destination, announcement or voicemail service. As you would expect, stats can be projected onto a wallboard to give immediate feedback to call handling agents and supervisors.

Auto attendant (IVR) / announcements

Interactive Voice Response (IVR) allows file announcements to be uploaded to an Inbound call plan as a way of communicating with callers. IVR can be used to provide callers with call routing options and announcements to inform them of details such as opening hours or website address when the office is closed.

Optional features

  • Advanced call statistics show call handling efficiencies such as productivity, call patterns and caller behaviour to support informed business decisions. Your customers can find out how long it takes to answer calls, analyse waiting times, view call outcomes and see caller details.
  • Inbound Reports can be scheduled so that call statistics for daily, weekly or monthly time periods can be automatically sent to up to three dedicated email addresses, saving time and freeing-up managers
  • Call Recording can be used for compliance, customer service or audit purposes – great for businesses operating in regulated environments such as the Financial Services sector.
  • Choose to retrieve voicemails online or by email with .wav attachments – a robust 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 and supporting marketing campaign targeting.

Would you like to know more? Get in touch today

Inbound for Channel Partners

 

Why Gamma is your ideal VoIP partner

How to combine products, services and experience to satisfy your customers and increase profits

Gamma dealer partner

Who is Inbound aimed at?

With three different services, there is an Inbound solution ideal for any business.

Inbound Contact Point

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

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

Call centre functionality for businesses that place high value on customer service and want to deal with calls more effectively and without missing any.

How long does it take to set up?

As Inbound is a cloud-based telephony service, it can be set up in minutes.

How easy is Inbound to use?

Very easy! Inbound’s jargon-free, intuitive service enables users to become very productive, very quickly, reducing the need to provide first-line support. It has an intuitive web-based interface which customers can use to set-up tailored call plans and access subscribed features.

Can you help with number porting?

Gamma has porting agreements in place with most of the major UK range holders, which allows customers to port their telephone numbers onto its inbound services. The automated porting process makes it easy for numbers to be ported onto these services.

What reporting capabilities does Inbound offer?

Call statistics can be monitored through easily-interpreted graphs, including snapshot data with results of call handling efficiencies enabling you to make informed decisions. Call statistics can be emailed to customers on a daily, weekly or monthly basis.

Get the Inbound app

Our mobile app can be downloaded to manage Inbound numbers anytime, anywhere on a smartphone. Your customers can get access to all the main Inbound call functions – great for making changes on the move or in a disaster recovery scenario – and see their call history, weekly call trends and much more.

Inbound

The key to Inbound is that your customer is in control and not reliant on a network operator to make changes on their behalf. They can do that themselves, enabling them to securely make changes and get instant access to reports that meet their business timescales, not those of the network provider.

Using our online portal or mobile app they can set up call plans then see how many calls their business is receiving, how many are answered and how many are missed. They can improve customer service by better managing callers during busy hours, or when their office is closed.

Inbound also provides a ready-made business continuity solution. Your customers can instantly direct calls to another location, either manually or automatically, should there be an outage or other issue.

Solving business issues

Here are just some of the current business issues we encounter with our customers where we can really help.

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

Call Management and Reporting

Call reporting is becoming more and more important to an increasing number of organisations. By selling your customers Inbound you’re enabling online access to a full range of call routing features and management information that will give them an edge when it comes to customer service.

If you ask them, most organisations would like to know how many calls they’re receiving and of those, how many are answered and how many are missed.  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 businesses in touch with their customers – by choosing Inbound your customers can manage what happens to calls directly, when their office or shop is busy or when they’re closed. They can divert calls during these times to another location or to a mobile and they’ll never miss a call again. Calls can even be recorded for compliance or training purposes and Inbound will help them report on productivity, effortlessly.

Number Management

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.

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