Free your company from restrictive inbound call services.
Choose the best Inbound service to suit your business.
Single site businesses requiring simple routing plans.
Ideal for the sole trader/single-site business that wants to set up and change their call routing according to opening hours/staff availability.
Multi-site enterprise wanting to route by caller identity/location to the right manager.
Suitable for multi-site/multi-department organisations that need to route calls according to who the caller is, by caller’s location to the nearest office or the relevant account manager. Hunt group routing across particular teams is also possible.
Call centres needing complete, customisable and scalable functionality.
Provides complex, reliable call centre functionality, suited to businesses that place high value on customer service and are looking to deal with incoming enquiries effectively without missing a call.
Auto Attendant (IVR) / announcements.
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
Advanced Call Statistics.
Online access to comprehensive live call statistics shows you call handling efficiencies such as productivity, call patterns and caller behaviour and enables you to make informed business decisions.
Data includes time to answer, call waiting time, call outcome and caller details.
Record calls for compliance, customer service or audit purposes. Inbound provides secure online access to file storage and retrieval of call details with comprehensive search filters to play, download or delete calls according to pre-defined login permissions.
Just before a call is taken by a call centre operative a message can be played to them giving further information on how to answer each call. So, if the operative is taking calls for various companies or departments they receive information on how best to answer each call, ensuring a more tailored response.
- Can Inbound help with business continuity?
Yes, with Inbound, you can cater for business continuity in the event of a disaster or unforeseen event by instantly redirecting calls to another site.
- What happens when we are really busy on the phone?
You can 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.
- How does inbound improve customer service?
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.
- Can we see information about callers?
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.
- Can we build our own call plans?
You can build call plans according to your operating hours and modify instantly 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, providing an improved service to customers.
To find out more download our brochure or contact our sales team.
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