Raine & Horne wanted a system that provided reliability and the capability to understand potential sales opportunities.
Raine & Horne were utilising an existing VoIP provider which had not been a reliable service (call quality was poor and customer service was mediocre at best), and occasionally required pseudo IT staff on premise to maintain the service. When the phone network lost connectivity to the internet, there were no ways to receive calls and the customers were left to deal with ‘engaged’ tones. During busy periods, the current solution did not have any interface to view information about calls that were missed.
Voicelytics provided us with the capability to divert calls to other staff during an outage i.e. when connectivity was not available from the office. When calls were temporarily diverted, our staff were aware that the diversion was in place, and were calm in handling the situation until our lines were restored. – “Our Customers didn’t know anything was different!
To our favourite and most valuable feature, the ‘Voicelytics Dashboard’ provided us with the remote capability to review missed call data and be able to drill down on specific information relating to missed calls.