Enhanced Toll-Free Services

Back to Toll Free & IVR

Enhanced toll-free services give you all the advantages of basic toll-free plus advanced routing services that further tailor the service to each individual caller while helping you optimize your operation.

Information Digit Control—Identifies the caller's phone in order to route the toll-free call. Calls from pay phones and wireless cell phones can be routed to a service call center. In addition, residential phone calls can be routed to an account management operation call center.

Area Code Control—Offers one toll-free number for all regions. When customers call, they are routed to the answer center located in the region where the call originates.

Area Code/Exchange Control—Pinpoints a caller's exchange. Use it to provide toll-free calling to your customers if your geographic market does not serve all exchanges within an area code. One nationwide toll-free number routes incoming calls to the location nearest to the caller.

Time-of-Day Routing—Directs calls to different locations at times you specify. Take advantage of time zone differences to expand your business day by routing calls to a 24-hour call center when all your locations are closed. Screening for call time allows you to accept toll-free calls during your hours of operation.

Day of Week—Routes calls to destinations you specify, depending on the day the call is made. For example, if your locations are closed on the weekend, have all Saturday and Sunday calls routed to your call center. On non-working days, callers hear a courtesy announcement.

Day of Year—Directs toll-free calls to a different location on specific predetermined dates. Use this to route calls to your call center when locations are closed for a holiday. Callers hear a courtesy announcement when your location is closed for a holiday.

Dynamic Network Routing (DNR)—Delivers many benefits to call centers, including: call-by-call, skills-based routing, and other advanced processing using customer-defined business rules like integrated Interactive Voice Response—designed for sophisticated customer segmentation strategies based on customer-profile and geographic call origination. Also includes support for remote agents that are not connected to an Automatic Call Distributor (ACD).

SiteRP®—Route your toll-free calls on a call-by-call basis. SiteRP identifies new callers or repeat customers and routes each to an agent who is trained to handle their particular needs. With SiteRP, you define the parameters and customize the routing system. Streamline and personalize the service you deliver to all your callers—and maximize your revenue.

Call Allocation—Maximizes personnel and facility call loads by distributing calls to your toll-free number across locations. Specify a percentage of the calls for each location, matching your call volume to each location's capabilities.

Back to Toll Free & IVR