Our Systems

Call recording is a fantastic way of tracking progress, assessing staff skill levels and improving the customer experience. Recordings can also be invaluable in creating a permanent record for legal reasons and resolving any customer disputes.

Our platform automatically records and saves all calls, leaving them available for you on our secure online system. Depending on your package, recordings are available online for 7 or 28 days. Should you wish to store your data longer, simply download them to your network.

To find out more, call or email us.

There are few better ways to track the success of the way you do business and to monitor your marketing strategy than by analysing the calls you receive. To track how hard your lines are working at any time of day or night, simply access our user-friendly online interface.

As and when each call comes in, our system displays the caller’s number and time of call. It tracks operator actions across the call, in real time, and itemises call duration on conclusion. It will even tell you when callers hang up.

Our system can analyse this data across almost any parameter you choose, generating statistics that matter and reports that inform. You can track call volumes, call durations, peak times and peak locations – you can even generate a data map.

To find out more, call or email us.

Live call monitoring is vital for training, essential for keeping track of new staff and illuminating for any switched-on businessperson.

Our secure online system enables you – and other authorised users - to listen to your calls live, as they happen. That means you can keep an eye on your processes and an ear to your customers from anywhere with an internet connection.

To find out more, call or email us.

Our numbers can be directed anywhere you choose – to an individual team member, a mobile number, a department or a call centre. Our market-leading platform offers complete control over where your calls arrive and who they go to.

In case of emergencies from fire to power cuts, your calls will automatically divert to an alternative number – be that another office or your partner call centre. For any business which expects the unexpected and is building a disaster recovery plan, call routing is a must.

To find out more, call or email us.

An automated receptionist saves call time and staffing costs by enabling callers to select the service they require using the keypad on their phone. For example, option 1 might direct to your sales team, option 2 might direct to your finance team, and option 3 might direct to the call centre which handles your orders.

We can record audio for you in-house or outsource it to a professional voice actor – or, of course, you can provide your own recording. Naturally, our system allows for different messages at different times of day.

To find out more, call or email us.

Interactive voice response systems interact with callers to gather information and route calls to the correct recipient. However, instead of using the keypad, the caller speaks their answers into the phone.  These voice recordings can then be translated into text and the transcript emailed to your inbox alongside the recording.

We have the capacity to build and manage IVR systems covering as many as 50 options – or even more.

To find out more, call or email us.

When you and your staff are constantly on the move, our pre-programmed divert can save you from losing vital calls.

Our “Finder” application allows you to divert to different numbers across four time periods – perhaps working hours, evenings, nights and weekends. “Locator” diverts to as many as three separate numbers in search of an answer, routing to voicemail only once these numbers have been tried.

Many smaller organisations find these applications invaluable for keeping in touch in a fast-paced world.

To find out more, call or email us.

If your organisation receives calls from different numbers, or uses a menu system, it is vital that the person who answers the call is correctly prepared.

Our “whisper” system lets you know who the call is for before you answer, so you can make the right impression from the start.

To find out more, call or email us.

In today’s world the engaged tone is a recipe for lost callers. And a queuing message is one professional way to keep your callers waiting.

Once the customer is connected, your personal message announces their position in the queue and expected wait time. As they queue, they can listen to your choice of music or one of our audio solutions. Or why not use the time to market your products, promote your online services or PR your organisation as a whole?

To find out more, call or email us.

Our “nearest to” functionality is designed for businesses which have multiple sites but wish to advertise one number nationally. The system recognises the area a caller is calling from – even when the number is withheld – and forwards the call to your nearest store or office automatically.

To find out more, call or email us.

To add interaction to your website – and capture browsing customers – we offer a “click to call” option. Once the customer clicks the button and submits their number, an automated callback connects them to your line, maximising your site’s potential and converting e-traffic into potential sales.

To find out more, call or email us.

Even the best managed businesses occasionally miss a call, so our system includes a personal mailbox. All messages are stored on our secure network. Opt to receive recordings via email, or access them remotely from anywhere you choose.

To find out more, call or email us.

Traditional fax machines are unsuited to today’s mobile workplace. So we offer a web-based, paperless fax solution which receives faxes on the specified number(s), emails the faxes in an easy to read format and saves copies on the server for you to access, download or print later.

To find out more, call or email us.

If your business is missing calls, your reception staff are overwhelmed or you would like your phones answered outside of working hours, our parent company, ICS, provides market-leading 24/7 call handling at an affordable price.

And, should you wish to outsource functions such as order lines, recruitment screening or advertising response, ICS can provide a one-stop solution.

To find out more, call or email us.