Network/Enterprise Routing

Network Routing and Enterprise Routing

As companies grow customer care becomes more of a challenge. Enterprises are required not only to expand existing customer care centers but also face the challenge of building new satellite centers throughout the country and even throughout the world. The Network Routing and Enterprise Routing capabilities in Phones Enterprise are designed to meet these challenges.

A single solution
for your Call Centers Several geographically distributed call centers can now become a single virtual call center managed centrally or locally.

Phones Enterprise offers two different ways to connect several call centers; Network Routing and Enterprise Routing. Network Routing connects call centers using the Public Telephone Network and so eliminates the need to use expensive dedicated lines and minimizes investment in infrastructure. Our hardware located at carrier premises interact with the PSTN in real-time and handles all switching for the call centers of our customers. Enterprise Routing meets the needs of companies that want to keep their existing connections. In this case their call centers are connected using tromboning techniques, ATM networks or VoIP.

The benefits of Network/Enterprise Routing are several:

Agent productivity is increased by enabling them to handle all calls coming into different locations and not only calls coming into a single call center.
Ability to manage, monitor and view statistics from a central location so administrators are ensured complete control.
Agents in several locations with the same skills can be managed as single workgroups allowing supervisors full resource flexibility.
Agents with particular skills can be available for the entire call center network.
Calls to non-geographic telephone numbers are automatically routed to the appropriate call center in the network.
After-hours can be managed as a whole allowing for economy of scale.
It is possible to set seamless call flow so that traffic passes from one call center to another. For instance, a helpdesk can assess a particular problem and provide first-level support in Vienna and offer specialized assistance in Milan.
Traffic can be distributed over several call centers during peaks.
No limit for call flow. The same call flow for a single call center can immediately be transferred to any multi-call center network.

Simplifying complicated situations. This is what we like doing for our customers.