Inbound Call Management

Prioritise your customers



Providing good customer service by handling inbound calls efficiently is critical to all organisations. Putting callers on hold for too long or transferring callers to the incorrect department may not only damage your company’s reputation but also impact your company's overall profit figures.

Effectively Manage Inbound Calls

In contrast to conventional ISDN lines, Inbound Call Management enables businesses to be more flexible, operate more efficiently and provide a better customer experience. Exponential-e's Inbound Call Management service is designed to ensure calls are answered quickly, efficiently and by the right people. Importantly, it allows you to take advantage of your existing telephony investments whilst benefiting from enhanced inbound call services.

Smart Call Routing

With our Inbound Call Management service you can easily route inbound telephone numbers, geographic or non-geographic, anywhere on or off your network where you want them - handing you the control and distribution of calls into your business. The service allows you to ensure inbound geographic or non-geographic numbers ring multiple destinations simultaneously (i.e. SIP forking). In addition, answered calls can be routed to the most appropriate part of the organisation using Auto Attendant.

Extending your office to remote locations

Exponential-e also offers remote access solutions that enable remote workers to feel more connected to your organisation by extending the local office LAN alongside the telephone system. These remote access solutions combined with Exponential-e's Inbound Call Management, can effectively transform how your organisation works.

Calls made to specific numbers can be redirected to the departments nominated by your business, regardless of geography. During peak times, inbound call distribution allows calls to be redirected to other sites that may be underutilised, ensuring you maximise inbound call answering and improve staff efficiency and productivity.

Effectively Manage Inbound Calls

Effectively Manage Inbound Calls

In contrast to conventional ISDN lines, Inbound Call Management enables businesses to be more flexible, operate more efficiently and provide a better customer experience. Exponential-e's Inbound Call Management service is designed to ensure calls are answered quickly, efficiently and by the right people. Importantly, it allows you to take advantage of your existing telephony investments whilst benefiting from enhanced inbound call services.

Smart Call Routing
Simple to manage and easy to use

Benefits of Inboud Call Management Services

01
Reduce costs: remove need to invest in additional telecommunications infrastructure.
02
Improve customer service: never miss a call with call routing and respond to your customers faster.
03
Improve efficiency and productivity: route inbound telephone numbers, geographic or non-geographic, anywhere on or off the network to locations/teams at lower capacity.
04
Make better use of physical resources: with load balancing of inbound calls between different locations.

Features of Inbound Call Management Services

01
Enables inbound geographic or non-geographic numbers to ring multiple destinations simultaneously (i.e. SIP forking).
02
Answer calls and route them to the most appropriate part of the organisation using Auto Attendant functionality.
03
Automatically route calls by time of day.
04
Provision of mini Private Automatic Branch Exchange (PABX) capabilities from Exponential-e’s dynamic data centre for each geographic or non-geographic telephone number in the telephone network.
05
Call recording of incoming conversations.
06
Number portability - keep your number for life regardless of your office location.
07
Networked based intelligent call routing based on rules.

How Exponential-e's Inbound Call Management service works

When using Exponential-e's Inbound Call Management Service your local geographic or non-geographic telephone number is ported to our Inbound Voice Services platform. Calls destined for this number are programmed to ring a pilot group that can include locations on or off Exponential-e's Network, or a combination of both.

A pilot group can be set up to ring multiple destinations simultaneously from the same inbound originating number. When a call is answered it automatically ceases to ring at the other destinations. In addition, once the call has been answered it can easily be transferred to another extension or put on hold whilst an internal call is made to another extension (whether local or remote). This ability to manage calls like a virtual mini Private Automatic Branch Exchange (PABX) between remote locations is where Exponential-e's enhanced Voice switch capability exceeds conventional inbound telephony.

Inbound Call Management Use Case

A car dealership wants to appear local to its customers and advertises using local geographic numbers. During peak periods the organisation’s service department is overwhelmed with calls and needs additional staff to deal with the inbound enquiries. However, the business does not have enough office space to recruit more staff to cover these peak hours.

Exponential-e’s Inbound Call Management would enable the business to supplement the workforce during peak hours with flexible part-time home-based employees by seamlessly connecting home-based employees to the organisations telephone system. Auto attendant could also be used to front incoming calls and efficiently forward calls to the correct team at the car dealership, whether they are on site or working remotely.

Benefit from the simplicity of a Unified Communications solution from Exponential-e

Watch our video to discover more about our Unified Communications portfolio and how we can help you to connect your workforce - wherever they might be, and whatever device they may be using.

Benefit from the simplicity of a Unified Communications solution from Exponential-e

Watch our video to discover more about our Unified Communications portfolio and how we can help you to connect your workforce - wherever they might be, and whatever device they may be using.

Get in touch

We're here to help, whatever your query may be.
Just get in touch using our contact form below, or alternatively if you want to speak to somebody right now call us on 0845 470 4001.

 

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London Head Office - 100 Leman Street, London, E1 8EU - Tel: 020 7096 4100    |    Manchester Office - 3 Hardman Street, Manchester, M3 3HF - Tel: 0161 669 4050

*Calls to 0845 numbers will cost 7p p/m plus your phone company’s access charge. All inbound and outbound calls may be recorded for training or quality purposes.

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