Telephony Systems2019-03-15T14:54:03+00:00

Telephony Service

Our Telephony service is deployed throughout the public and private sectors, ensuring callers move through your telephony system as efficiently as possible – minimising wait times and maximising customer satisfaction.

By providing responses to high-volume enquiries, intelligent Telephony can automate up to 71% of telephone enquiries. This reduces your costs and allows your agents to focus on complex tasks – increasing the value of their work in the process.

Telephony Services

Our Telephony service is deployed throughout the public and private sectors, ensuring callers move through your telephony system as efficiently as possible – minimising wait times and maximising customer satisfaction.

By providing responses to high-volume enquiries, intelligent Telephony can automate up to 71% of telephone enquiries. This reduces your costs and allows your agents to focus on complex tasks – increasing the value of their work in the process.

Why choose Inform’s Telephony service?

  • Built to your specifications. We design every Telephony system to meet your precise requirements. From what customer information is collected to the point at which agent connect is offered, every feature is tailored to your needs.

  • More than just software. We go the extra step and utilise our industry expertise to provide you with well-researched, best practice scripts and content – helping you get the most from your Telephony.

  • Provide relevant responses to high-volume enquiries without the need for agent intervention. Automating the response to these types of calls cuts costs and offers customers a wait-free and highly satisfactory experience.

  • Comprehensive data collection and analysis ensure that you better understand your customers and their needs. Analytical support puts the power in your hands, while regular reports allow you to closely monitor performance

  • Our quick development and deployment schedule means that Telephony services are built, tested, and ready for deployment within 6 weeks. Your organisation benefits immediately from your investment.

  • An integrated approach. Telephony works best in combination with other customer service technologies. That’s why we ensure our services connect directly to other apps, web services and SMS – making your customers’ journeys as pain-free as possible.

  • Offer 24/7 customer service. Telephony systems are an integral part of 24/7/365 customer service provision. They ensure your office hours don’t get in the way of providing customers with the information they want, when they want it.

  • Decades of design experience means that we understand how callers move through Telephony systems and where they’re easily frustrated. We put this expertise at your disposal to ensure both you and your customers benefit.

  • Personalised customer service systems. Our Telephony solutions recognise repeat callers and provide them with a personalised service – allowing them to pick up where they left off or to connect directly with a human agent.

  • Built to your specifications. We design every Telephony system to meet your precise requirements. From what customer information is collected to the point at which agent connect is offered, every feature is tailored to your needs.

  • More than just software. We go the extra step and utilise our industry expertise to provide you with well-researched, best practice scripts and content – helping you get the most from your Telephony.

  • Provide relevant responses to high-volume enquiries without the need for agent intervention. Automating the response to these types of calls cuts costs and offers customers a wait-free and highly satisfactory experience.

  • Comprehensive data collection and analysis ensure that you better understand your customers and their needs. Analytical support puts the power in your hands, while regular reports allow you to closely monitor performance

  • Our quick development and deployment schedule means that Telephony services are built, tested, and ready for deployment within 6 weeks. Your organisation benefits immediately from your investment.

  • An integrated approach. Telephony works best in combination with other customer service technologies. That’s why we ensure our services connect directly to other apps, web services and SMS – making your customers’ journeys as pain-free as possible.

  • Offer 24/7 customer service. Telephony systems are an integral part of 24/7/365 customer service provision. They ensure your office hours don’t get in the way of providing customers with the information they want, when they want it.

  • Decades of design experience means that we understand how callers move through Telephony systems and where they’re easily frustrated. We put this expertise at your disposal to ensure both you and your customers benefit.

  • Personalised customer service systems. Our Telephony solutions recognise repeat callers and provide them with a personalised service – allowing them to pick up where they left off or to connect directly with a human agent.

“”With Telephony being the commonest communication channel for citizens, the pressures faced to manage and answer calls is well known. KPIs for calls waiting and calls abandoned all too often present a picture of service delivery unable to cope with service demand. This leads to repeat callers, complaints and lost contact opportunities. The integrated Inform Telephony answers calls in 2 rings, handles all informational enquiries 24/7 and links to online forms and information via integrated SMS and proactive engagement at first point of contact. This releases agents to answer enquiries that truly need their assistance.

With challenging budget cuts and an expanding thirst for digital engagements the Inform Telephony Service is a market leader in improving customer service delivery.”” Julian Mead, Client Services Director Inform Communications

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How Does It Work?

Our Telephony systems are automated services that enable callers to navigate a series of menus by responding to prompts with their keypad. This allows organisations to provide information to high-volume enquiries without the need for human intervention. It can also be used to route callers to the most appropriate human agent, reducing wait times and providing a more satisfactory experience in the process.

Installation

Telephony solutions can be built, tested, and ready for deployment within 6 weeks. We provide support both during and after the installation process and design systems that are responsive to feedback. This allows them to be adapted and improved over time.

Setup

The setup process involves integrating the Telephony system with both front and back-office systems. Telephony is most valuable when implemented within an omnichannel system that encourages users to move seamlessly between channels. Consequently, a considerable amount of the setup period is dedicated to ensuring both users and information can travel freely.

Data and Reporting

In order to best serve your customers, you need to understand how they behave. Our Telephony solutions are backed by a comprehensive analytics platform that allows you to make informed decisions based on hard data. We provide data relating to all major KPIs and draft regular reports communicating key information in a clear and accessible manner.

Contact us now to find out more
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What our clients say

“Roaring success in terms of providing 24/7 customer service. I am confident our customers are able to access or leave accurate information 24 hours a day.”

“Their solution gave us exactly the results we were looking for in terms of call volume reduction and Channel Shift.”

“Since implementation the service has answered approximately 23,000 calls per month and successfully retained and resolved 62% of these enquiries, providing the equivalent work of 12 F.T.E’s.”

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