24 March 11- Managed IT and telecoms services provider, InTechnology has launched a secure online customer management portal that gives call centres and other organisations that receive high volumes of inbound calls the ability to tailor their voice routing plans. It helps ensure that calls aren’t missed and call queuing is avoided giving a better customer experience.
MyInbound is a secure portal that provides access to sophisticated call management software allowing users to configure call plans that make sure all calls get through to the right person, set plans to route calls according to geographic location for a more personalised customer experience and log abandoned calls via email to alert you when a customer has ended their call in the queue.
Roy Farrow, divisional product manager, traditional telephony at InTechnology says: “In designing the enhanced portal, we’ve kept the needs of the typical call centre at the forefront of our minds. We’ve included a range of real-time graphical reports that helps organisations plan their future marketing campaigns more effectively. They’ll be able to see immediately where their customers are located, how many calls are getting through and when their busiest periods are.”
MyInbound’s advanced call routing features enable businesses to easily define how they want calls distributed or diverted. They can create call plans that will automatically handle the distribution of calls at peak times and holidays, ensuring customers are not left hanging on the line and allowing businesses to use their telephone staff as effectively as possible. The portal also allows the creation of a range of welcome and personalised call whisper messages to enhance customers’ experience when they call.
There is a choice of three MyInbound packages to suit sole traders, small offices or large multi-site organisations and all three have been designed to help organisations increase efficiency, improve customer satisfaction and encourage customer loyalty and retention.
MyInbound also features disaster recovery functionality which lets organisations plan a different route for a call if a line or number is affected for any reason which ensures that callers can always get through.
MyInbound can help to resolve the issue of calls that are costing those organisations taking a high number of calls that are unnecessary or support issues which could be resolved elsewhere, such as via the website, and make them profitable thanks to InTechnology’
For more information on InTechnology’
Fiona Whyatt/Michael Portz
t. 01625 500800