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With Call Forwarding Tools
Zip code-based routing uses advanced caller ID technology to identify the caller’s zip code. Based on their location, the caller is routed to the nearest branch of your business. If no branch is in proximity, the system can connect the caller to the head office or direct them to voicemail, based on your preference.
Creating a localized and relevant customer experience via geographical routing increases the likelihood of lead conversions. The associated data empowers businesses to optimize resource allocation between branches, resulting in cost savings while also informing territorial expansion in high-demand areas.
Caller ID-based routing is used by businesses to direct incoming calls based on the caller’s identification information. Establish groups of caller IDs to direct calls to designated attendants. For caller IDs not included in the pool, options include forwarding calls to voicemail or setting up an automatic disconnection.
Ideal for dispersed call attendants, the system ensures personalized call handling by routing calls to the relevant department or individual, improving operations and customer experience.
Interactive voice response (IVR) ensures callers interact with an automated menu; they navigate the menu using voice commands or keypad inputs to access information, to be routed to a relevant department, or to complete specific tasks.
“Press 1 for account details, Press 2 for customer support…”
Safeguarding businesses from spam and ROBO calls, IVR also streamlines operations, handles high call volumes, and ensures consistent service quality. For callers, IVR provides quick access to information, self-service options, privacy, and reduced wait times, contributing to a positive and secure customer experience.
Outside of business hours or during holidays, incoming calls are routed to third-party answering services, alternate phone numbers or voicemail. This process ensures efficient handling of inquiries even when the business is closed.
Preventing unanswered calls ensures you capture every lead – such timely engagement nurtures positive customer experiences, even outside business hours, fostering loyalty and boosting prospects for lead conversions.
Create an answer protocol by setting the number of rings before the system sequentially directs incoming calls to the next available agent or department until the call is answered.
Equitably distributing incoming calls among agents prevents overload, ensuring fair workloads. This system enhances responsiveness, minimizes wait times, and optimizes resources for improved customer service efficiency.
The system routes incoming calls to multiple recipients (agents / departments) simultaneously. All designated receivers receive the call at the same time, and the first to answer takes the call.
Ensure immediate engagement with leads by directing calls to multiple recipients simultaneously. This optimized availability reduces wait times, maximizing the efficiency of customer service and ensuring a prompt and seamless experience.
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Number porting and carrier porting is a hassle-free process that allows businesses to retain existing phone numbers.
NUMBER / CARRIER PORTINGSequential Call Routing which is also sometimes called ‘Round Robin’ call routing, forwards the call in a sequence to multiple call attendants. If the first attendant does not answer the call after a preset number of rings, the system dials the call to the second attendant. The moment an attendant in the sequence picks up the call, the sequence is completed until the next call. In Simultaneous Call Routing, the call is forwarded to multiple attendants at the same time. The first attendant to answer the call terminates the call ringing to others.
This is not a recommended practice as it can impact the caller experience.
Yes, this feature is available in AvidTrak’s system.
AvidTrak allows up to seven attendants for both sequential and simultaneous call forwarding.
You have an option of looping the call to retry the attendants or you can setup a message advising the caller to try back before terminating the call.
There are no extra charges for using these features.
You can apply the same advanced call routing setting to all the numbers within your account or you may customize the setting and add a unique setting to each individual number in your account.
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