Contact Center Access
Contact Center Access
A suite of services for international inbound call collection and outbound call delivery.
flexible access and call routing
Our advanced features allow call center managers to distribute calls among multiple call centers, thereby reducing structural costs while improving customer service levels. We offer a variety of access mechanisms, including toll-free, international toll-free, local access numbers, toll-share and revenue share. Therefore, you can select the most suitable telephone access for your customers, no matter where they are and no matter where your contact centers are located.
efficient call distribution
With Contact Center Access, calls are routed and processed more rapidly, which means your customers experience reduced waiting times; they can contact you wherever they are and on the technology of their choice and are then directed more easily to the right agent, no matter where he or she is physically located. This solution enables successful off-shore contact centers, follow-the-sun strategies and site consolidation to support callers in all markets worldwide.
We offer public access numbers in more than 110 countries that can direct calls to contact centers anywhere in the world. Using a sophisticated set of routing features, this service provides a stable, proven and cost-effective solution. Having a single provider worldwide makes it easier for you to manage your infrastructure.
what it does
With Contact Center Access, you can establish and maintain a set of telephone numbers around the world for your customers. Calls coming into those numbers can be delivered to contact centers anywhere in the world. You can manage all this with a single provider and a unified infrastructure.
do you need to use different types of access numbers?
With Contact Center Access, you can choose from multiple types of access numbers depending on your business and locations:
- Regular toll (PSTN): a number with distance-sensitive charging.
- Toll-free: a number recognized as a toll free number with a 0800 prefix format in most countries.
- UIFN: a toll free number with the same format everywhere it is implemented.
- Toll-share: a number for which the cost of the calls is shared between the caller and the called party.
- Revenue share: a number for which the caller pays a fixed rate, higher than the fixed regular national rate. In this case, you receive a share of the revenue.
need to give your agents more time for real value-added activities?
Contact Center Access work in conjunction with advanced value added services such as Network Contact Manager and Interactive Voice Response (IVR), a caller self-service tool, which provides automatic, flexible and customized answers to simple or complex customer requirements, optimizing call treatment and staff allocation across distributed call centers and giving your agents more time for real value-added calls and activities.
how it works
Contact Center Access architecture is a combination of PSTN interconnects and our private, IP backbone. We interface with local carriers around the world to collect calls from the PSTN. We then carry those calls on our intelligent IP-based network to any of your contact centers around the world.
With our global coverage and advanced network, we can collect calls from over 110 countries. We can deliver those calls to nearly 100 countries using a direct connection, and to anywhere in the world using the PSTN.
call collection types
For call collection, we support a variety of telephone number types, so you can provide your end users with the most appropriate access for the types of calls you expect from them. We can deliver calls using direct connections in many formats, including:
- direct T1/E1,
- direct IP VPN connection,
- DSL or ethernet,
- ISDN, H323, (SIP soon) protocols.
We can mix and match different technology types with few limitations. We can deliver calls to traditional (TDM) or IP-based PBXs and ACDs.
You can give your customers a number to call for sales and support regardless of their location because Contact Center Access offers the broadest global coverage and a variety of access methods (local number, toll-free, international toll free, toll-share, etc.).
simple for you to manage
With a solution from Orange Business Services, you can manage your global call collection infrastructure with a single provider using centralized tools that give visibility and control.
maximize agent productivity
When combined with an Interactive Voice Response (IVR), your agents can focus on more complex call issues. In addition, by spreading calls over multiple locations, Contact Center Access creates a larger virtual agent pool, which is more efficient and ensures 24x7 availability.
We offer flexible billing options to suit your business needs. You can choose between one invoice for all sites sent to a specific site or one local invoice for each local site. You can pay with any currency among major currencies (USD, Euro, Yen, Pound, etc.).
You get a real-time view into the traffic and load on your network; you see where calls are coming from and where they are going. You get all the information you need to manage your network and maximize efficiency.
With real-time, web-based administration, you can decide which contact centers are best suited to deal with inquiries based on call volume, time of day, location of your knowledge base or where the lowest cost destination lies. Web-based administration lets you instantly change a number of key parameters to suit your business needs from minute to minute and move your call load around to achieve the best result.
Network IVR advantages
IVR reduces the cost of handling routine inquiries. Implementing IVR in the network eliminates CAPEX and makes routing calls more efficient. You can handle calls in the network without ever bringing the call to one of your sites. This lowers your costs and can improve call quality because there is no need to trombone calls in and out of an IVR placed on your site.
multi-channel contact center services
With multi-channel contact centers, you can support your customers via email, chat and Internet contact centers.
We offer a complete set of consulting and project management services to ensure your design is right and the implementation is smooth. Service level agreements are also available for Contact Center Access.