Inbound Call Handling

Inbound calls often are your call center’s most valuable commodity. You need a robust, feature-rich system capable of supporting your needs today as well as anticipating your needs tomorrow.

Call Handling Considerations

The following is a short list of important considerations when evaluating the right solution for your inbound call center.

• Multiple inbound numbers per client
• Custom IVR routines to gather consumer information
• Skills based routing to handle multi-lingual, teams, etc.
• Automated data collection and advanced reporting
• Support alternate routing for Holidays and Normal Working Hours

Inbound Call Center Features

The following is an exhaustive list of inbound call center features and their associated benefits.

ACD

Route callers to the right queue, with the right priority, and route them to the next available agent with the right skills.

Auto-Attendant / IVR

Self service auto-attendants help route your calls to the appropriate queues or persons.

Toll Free Numbers (TFN)

Provision new toll-free, international toll-free and DID numbers, or migrate existing numbers for your inbound call center.

Conference Bridge

On demand conference bridges can be deployed to DID/TFNs or just internally with or without password access. As well, you can record your conference calls.

Voicemail

Offer your callers an opportunity to leave voicemails for individual agents or for a specific queue.

Fail-Over Destinations

Callers that exceed time limits set on queues can be automatically routed to other queues, specific agents, voicemails, or transferred to an external number.

IP-PBX

PBX extensions can be added to queues manually as well as interconnect with back office employees also on the Kunnect system.

Call Recording

Assess the quality of agent performance and the customer experience, and use recordings as supporting documentation for transactions.

Silent Monitoring

Ensure a positive customer experience by silently monitoring agent conversations with contacts, whisper coaching and barging in when needed.

Historical Reporting

Dozens of reports exist, providing ACD / Abandon reporting, as well as agent activity.

Real-Time Queue Reporting

Control center views allow you to visualize existing queues and caller activity, so you can proactively adjust your service levels.

Contact Editor

Access contact information, call activity and call recordings quickly and efficiently for quality assurance.

At-Home / Remote Agents

Support virtual call center operations with a distributed workforce, flexible resource allocation, and new hiring models.

Voice Over IP (VoIP)

Leverage the low cost and high scalability of the internet for your phone calls, with crystal-clear voice quality.