Inbound Call Center

Kunnect’s powerful, reliable, set-and-forget inbound call routing makes it easy to get the right call to the right person at the right time.

Right call, right agent, right time

Send your calls left, right, up, down or anywhere you please based on dialed number, caller ID, IVR key presses (press 1 for this, press 2 for that), day of week or time of day. Define skills and automatically route calls to the most appropriate agent. Play announcements, or just put calls straight through to agents.

The right support

Use caller ID to find your customer’s account number and bring up your customer’s details as your agent answers the phone. Kunnect’s inbound call handling delivers a rich, supportive call-handling environment to empower your agents. Nice and smooth and easy.

That warm fuzzy feeling

Let callers know they’ve got the right number with an upfront welcome message. Play custom announcement messages as calls begin queuing. You can also advise your on-hold caller his position in queue.

You now have options

A full featured IVR auto-attendant is available to you for routing calls to the right agent at the right time. Furthermore, call failover rules make sure you don’t lose calls or have a high abandonment rate.

Right agent at the right time

Want a little more finesse than a simple “I’m free, give it to me”? Use skills-based routing to send the call to the best agent to handle it, not just the first one available. Or mix the two concepts, choosing the best available agent at quieter times, and the first available agent at busy times.

Opening hours are 8am to 7pm on weekdays and 9am to 1 pm on Saturdays

Time of day, and time of week routing is easy, allowing you to send your calls to different places at different times. Play a message announcing your office hours. Let the caller leave a message. Send your caller to your offshore call center. It’s easy to set an Emergency flag too, in the event of an evacuation of the call center, which will play a special message to anyone who calls during the evacuation.

Slice and dice those stats

Use the XVP Control Center to see exactly what’s happening in your contact center, historically or in real time.

Set and forget or define and refine?

Once you have XVP in your contact center you can set it and forget it. Or, even better, you can use XVP to try out new ideas. You can launch new inbound campaigns in a matter of minutes, and then refine the way things work to exactly meet your contact handling needs.