Inbound call management in the cloud.

Enabling greater business efficiency, improved resilience, and significant cost savings.

Using our cloud phone systems, Route 101 offer services for both geographic and non-geographic numbers, providing online access to a full range of call routing, monitoring and management tools. Empower your business – set-up in minutes and enjoy feature-rich network services that are scalable, cost effective and require no capital outlay.

Helping you to:

Handle high call volumes | Streamline call costs | Improve the caller experience

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Keep your existing telephone numbers, just switch your network.

  • Lower costs
  • Easy to move - no site visits, no hassle
  • Take control of your calls

...and more

Build a better customer experience with our customer engagement tools.

We can help with:

Ideal for: 

  • Businesses with high call volumes
  • Organisations looking to streamline call costs
  • Businesses looking to improve the caller experience
 
 

 

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Key features of our inbound telephony platform.

Day of week routing and time of day routing

Pre-program your calls to route according to days of the week and route your calls based on the time of day your business operates. Create diversions and/or messages if outside your working hours.

Hunt groups

Create hunt groups within your call plans to route calls to specific agents.

Intelligent call diversion

Re-route calls if the primary destination is engaged or unanswered, including network error messages.

Call queuing

Queue your calls instead of customers receiving a busy tone. Play comfort messages whilst customers are on hold.

Voicemail

Send voicemails via email once a call has ended.

Call distribution

Load balance your calls across teams or sites.

IVR

IVR processed at a network level rather than on your site – allowing end users to select the appropriate service before being redirected to the relevant team/individual.

Call recording

Record calls for compliance, customer service, or audit purposes. With secure online access to file storage and retrieval of call details with comprehensive search filters to play, download, or delete calls according to predefined portal permissions.

Call reporting

Graphs and statistics can be scheduled to be sent to you from the portal.

DR planning

Create routing plans and switch between them instantly in a disaster recovery/business continuity situation by logging onto the portal and activating the required plan.

Administration

An account administrator can add new users and assign them access rights and specific numbers. Create profiles for additional users in an instant, and control who can see and change things within your account.

 


What Our Contact Centre Customers Are Saying...

Ease of change and number porting.

The Route 101 team have extensive experience with number porting and have successfully managed countless migrations. Whilst number porting projects can often be complex, we help to keep things simple.

We will:

  • Assign you a dedicated project manager who will manage lead times and ensure the correct details are submitted so you avoid delays.
  • Keep all parties updated and liaise with the technical resources to develop and continuously update a project plan.
  • Build and test your call plans, as well as communicating between service providers to keep things moving.
  • Ensure numbers are released at the right time and that the new port is activated successfully, so you get a smooth transition. We only proceed with a number port once you’ve validated the call flows and signed off, so no need to fear nasty surprises.
  • Help with the assembly and completion of the necessary Ofcom documentation and facilitate any further coordination between service providers.
  • Provide training if you want to manage your inbound portal internally.
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Cost savings with non-geographic numbers.

Still free for customers, more cost-effective for you. If you’re currently using an 08 business number, you could make significant savings just by switching to an 03 number.

  • Maintain your national presence

  • Free for customers to call

  • Competitive pence per minute rate


Call routing and management made easy.

  • Build an unlimited number of call plans according to your business operating hours and modify them in accordance with your changing business needs. Schedule call routing in advance according to business hours and call handling preferences, and use call divert options to maximise your call handling potential to deliver better customer service.
  • Queue incoming calls on a destination number to assist with call handling during busy periods. Use live queue statistics to monitor customer service and make instant changes in queue management and size with optional queue breakout and overflow preferences to an alternative destination, announcement, or voicemail service. Project onto a wallboard to give immediate feedback to call handling agents and their supervisors.
  • Easily-interpret inbound call statistics with graphs to help track calls and enhance marketing campaigns. Snapshot data provides you with results of call handling efficiencies and enables you to make informed decisions.
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Request a free, no obligation discovery call today.

Understand more about how our team can offer trustworthy advice around the most advanced customer engagement solutions and key strategies to adopt for delighted customers.

Book a Discovery Call