Products & Services

Call Tracking & IVR

Improve Your ROI with Advanced Call Center Metrics

Maximize your advertising dollars with our call tracking and Interactive Voice Response (IVR) platforms. Call tracking allows your calls to flow transparently through our platform, allowing us to capture vital statistics and call center metrics which are pivotal in analyzing your advertising campaigns and telemarketing strategy. We enable you to focus your efforts where the best return is demonstrated. Flexible routing, scheduling, and call delivery can enhance the flow of your inbound calls and call center quality assurance. If your call center requires more advanced call flow functionality, or a robust and complex self-guided caller experience, our team of engineers can deliver low cost IVR solutions to meet any call center metrics or other contact center technology needs you have.

Key Inbound Call Tracking Features

Geographical Call Routing - Route your calls based on the physical location of the caller. This feature allows you to route the inbound phone call to the best destination based on the proximity of the calling party to the location of the destination.

Call Recording - Record all your contact center calls to ensure the highest levels of quality.

Custom Audio/ Ring-Tones) - Provide the inbound caller with dynamic pre-recorded messages or ring-tones.

Real Time Reverse Match - Know the name and address of the caller before the call center agent is presented with the call.

Real Time SOAP/ Web Service Data Transfers - If you need your data truly in real-time, our system can stream data synchronously via any standard SOAP interface allowing your systems to know about your call the minute it happens.

Integrated Voicemail - Capture voicemail recordings if there aren't any call center agents available to handle the call.

Real Time Notifications - Receive real-time email based notifications when you miss a call or receive a voice mail.

Dynamic QC/ CRM Surveys - Enable post-call surveys for tracking numbers. These surveys are used to provide QC (Quality Control) departments the facilities for reviewing call recordings and capturing statistics about the call.

 

• How Our Call Tracking and Routing System Works

Our hardware receives the inbound calls in one of our carrier grade, tier-1 facilities. Call control is passed from the switching hardware to the call routing and tracking layer of the Connect First platform. The call tracking system captures critical information about the call before passing it along to one of the pre-configured routes. If geographical routing is enabled, the system will identify where the caller is located to determine the most appropriate physical location to route the call. In the event the call cannot be connected, a voicemail is (optionally) taken and notifications are distributed to the pre-configured email/sms recipients.

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