Inbound Contact

Treat your customers better and boost efficiency

Multiple access numbers
Our access numbers across different territories include:

• Geographical numbers/public switched telephone network (PSTN)/caller pays Freefone (domestic and international)
• Shared rate/cost
• Premium rate universal international Freefone number (UIFN)

Call routing features

Our flexible options give you full control over how you route calls across your contact centres. They include:

• Standard routing – sends calls to a set destination.
• Holiday routing – helps you plan for holidays and annual shutdowns.
• Day of week routing – helps you plan for set days or weekends.
• Time of day routing (time interval routing) – sends calls to different contact centres based on the time of day.
• Geographic routing – sends calls to the right language queue.
• Call limiting – limits the number of simultaneous calls to particular destinations.
• Call queuing – limits the number of simultaneous calls to particular numbers.
• Load-based routing – distributes calls by load-sharing criterion (percentage base or nth call).
• Menu-based routing – a menu of destinations, simpler than Network Interactive Voice Response (NIVR).
• Call forwarding – re-routes a call to another destination.
• Disaster recovery – includes alternative routing plans, multilingual emergency messages and overflow options.
• Dialled number identification service (DNIS) – manages certain calls such as promotion numbers to help you monitor your marketing activities.
• Calling line identifier (CLI) – we only support CLI for direct access lines in certain cases, depending on Public Telephone Telegraph (PTT) availability and local regulatory restrictions.
• Blacklist – lets you block callers, like stalkers on Freefone numbers.
• Whitelist – a list of numbers to permitted callers.
   
  

Be global, act local

There are two variants of Inbound Contact, national and global. The national variant is available within the UK but for a global solution please see the related Inbound Contact global.

Clear reporting

Inbound Contact services come with reporting software – Inbound Analyst for the UK and Call Traffic Controller and reporter for our global customers.
 

Reliability as standard

Back-up and extra capacity mean our platforms are ultra-reliable. In fact, our Inbound Contact services run at 99.998 per cent reliability. So faults are very rare, but if they do happen we fix 97.5 per cent within five hours. Our Service Level Agreements mean that if we don’t meet our commitments, you get credits on your account.