Electronic Call Answer Services

Transcription

1 Electronic Call Answer Services Limelight Software Solutions have developed & deployed a number of services that ensures your clients phone calls are always received and intelligently resolved. These services include; Nightline 08Plus 0861 Call Answer No additional equipment is required for any of our Call Answer Services.

2 Nightline greatly enhances a company s existing PBX nightline / after hours service. When the switchboard operator leaves their seat and presses the nightline button on the PBX, most PBX s are setup to either ring a general area bell or play an IVR message to the caller and then record a voice message. Too often, the caller is left frustrated as; the general bell is simply ignored & the call not answered or an unqualified person answers who is unable to help the caller, e.g. a security guard or the caller leaves a voice message, but it is never passed on to the correct person for action. With Nightline, as soon as the operator presses the PBX nightline button, all incoming calls are seamlessly switched to Limelight s (see service description below). Nightline will ensure the caller; is immediately connected to the right person s Cell or landline or has their voice message delivered to the right person via and the right person gets an SMS telling them about the message and enables the right person to listen to the message and take action. Simply put, with Nightline, a company extends their client service to 24 /7. And Nightline can be activated at any time by the switchboard operator, either at the end of the day or if they are called away. Nightline requires no additional equipment, just a simple setting update to your PBX. If you don t have a PBX, you can still get all the great benefits of Nightline by activating Nightline from Telkom s standard Call Forward service.

3 08PLUS: 08PLUS can be added to any of Telkom s existing 08, 0860 and 0861 numbers. When any of the below events happen, the caller is seamlessly switched to Limelight s (see system description below). 08PLUS events; After Hours You tell us what your normal working hours & days are, including weekends. Any call received out of these working hours gets instantly switched to our. Line busy It doesn t matter if your business has a single phone line or 100 s of lines, if there are no open lines available, instead of the caller getting an engaged signal, they get instantly switched to our Intelligent IVR Service. No Answer After 9 rings (about 20 seconds) without the call being answered, the caller gets seamlessly switched to our. Line Fault If your Telkom line fails, it is switched to our. No more poor client service because cables have been stolen. Public Holidays You tell us which public holidays you work on. Any call received during any other Public Holiday gets instantly switched to our Intelligent IVR Service. You can select any combination of these events for your 08 number.

4 Call Answer 0861 Call Answer: Do you need: The presence of a large business, even if you are small? A PBX that looks after your callers itself? A national number to advertise your services & products 24 / 7? A national number that s easy to remember, e.g ACTION? Receive faxes on the same number without a fax machine? All the benefits of Nightline and 08PLUS. Then you need Limelight s 0861 Call Answer service. Choose you own 0861 alpha number or accept Telkom s allocated number (yes, Telkom charges extra for the alpha number but that s Telkom!). Alpha numbers can be longer than 10 digits, e.g SERVICING ( ). As soon as the caller enters the 10 th digit, the call will connect. Obviously, your alpha number can t be an existing number. All calls to your 0861 number are immediately answered by our Intelligent IVR Service. Make your service as simple or as detailed as you need. Faxes are received and sent to you as . Use it exclusively for call routing or as an answer service or a marketing line or a competition line or a combination of these its up to you.

5 The works like many other IVR (interactive voice response) systems, it just has so much more flexibility and so many more features than anything else available. Each Service consists of a set of up to 100 recordings: 1 X Welcome message 9 Main Menu options 9 X 9 (81) Sub-Menu options. 9 X Caller Action messages. You decide which ones to use, what they must say and how they are played to your customer. Simple Example: Welcome to MyCo. Please select from one of the following options. For Sales, Press 1 For Servicing, press 2 For Parts & Accessories, press 3 For emergencies, press 4 Please note our normal business hours are from 08h00 to 15h00 Now you decide if you want more detail for any options, e.g. assuming the caller pressed 2 for Servicing then it could say: To book your car in for a service, press 1 To inquire if your car is ready for collection, press 2 The system seamlessly plays the recordings in the sequence you design. But this is straight forward IVR, so where is the magic? The magic lies in that all 100 recording in the system have one of these tables attached to them. Message No: 1 Billing Name: MyCo - Derrick Connect No: Connect Seconds 25 derrick@myco.co.za: supervisor@myco.co.za SMS Cell No: So how does the system use this table to make magic? Easy. Lets assume in the simple example above, the user pressed 1 (for Sales), the system now uses the table to; Connect the caller to (you choose if you want music playing while the connection is being made or you can tell the caller about your products).

6 As soon as answers, then mission accomplished. The Caller is connected to the right person. If does not answer by the Connect Seconds limit (25 seconds in the example), then the system informs the caller that the person is unavailable and allows them the option to either enter a different menu option or leave a Voice Message. The Connect No can be any phone number in the world land or cell number. If you don t want to offer the caller a connect option, but only want to offer a Voice Message service, then just leave the Connect No blank. The system will immediately go into Voice Message mode. The SMS Cell No is optional. If completed and the system takes a Voice Message then, in this example, it will SMS , informing them of the call. The SMS also provides a number that can be called to listen to the Voice Message. Voice Message: For every Voice Message recorded, the system will o Send an to all the recipients in the table. o The contains a Click Here link that will play the recorded Voice Message over the internet. o If you want the actual Voice Recording file, you simply click Reply & Send to the & it will be delivered to you. In addition to the standard IVR options, the allows you to: Use our login option to change any of your service s 100 table details. In a matter of seconds, you can; o change a Connect No from your land line to your Cell No or from one Cell to another. Great for managing people on leave. o Change an recipients address or add another one. o Change the Connect Seconds. Set the Connect Seconds to be longer than the Cell phones own voice mail service and their phone will go to voice mail with the Caller leaving a message on the Cell phone. Faxes are received and sent to you as . The system can be setup in just about any way you want to match your business needs. Monthly Call Analysis report, sorted by Billing Name (see example table above). You can do your own recording or use one of our recording artists. The entire service can be managed & maintained by you make the recordings and send these to the system as attachments and the system will create the full IVR for you. Alternatively, we will mange your service for you. MAGIC!!