Mobile and IP Centrex Service Strategies: Templates for Success Part 4 – Main Number Services

Mobile and IP Centrex Service Strategies: Templates for Success Part 4 – Main Number Services

As we have explained in previous articles, the main number is of critical importance to companies. It’s also one of the core functional groups of an IP or Mobile Centrex service.

Main number traffic constitutes inbound calls to:

  • the main or primary number of a company;
  • a function within a company; or
  • a group within a company.

This means that an enterprise might have a direct line for all inbound calls, but it might also have a separate number for the service department or to a sales team that can also be reached directly. Main number traffic is distinct from calls made to and from individual users. We shall discuss these topics in future posts.

Normally, calls to the main number are processed, either automatically via an auto-attendant with IVR capabilities, or are handled by an individual, the attendant. The attendant answers the call and then either terminates it, or directs it via call transfer to one of the other employees.

How does this relate to a Gintel service strategy? Well, each strategy is assembled from modules or components. A module provides a decision point at which particular (related) actions can be taken. For example, an enterprise might have a single main number for all incoming calls, 0123 456789, let’s say.

Now, when this number is dialled, we need to consider what we would like to happen. In this case, we can imagine the enterprise has a single attendant to manage the switchboard. The attendant can only answer one call at a time, but there might be inbound capacity for more than one call. So, we might decide to create a queuing function that places calls in a queue and informs the caller that their call will be answered as soon as possible.

There might be a limit to how many calls can be placed in the queue, in which case, we might have an alternative announcement either requesting that the caller rings back later or leaves a message. At each point, we can see various options and possibilities. Here’s an example:

The modules represent decision points and actions and each is configurable according to the setup of the company in question. A more complex example is shown below.

In this case, the concept of time management has been added. A calendar module has been introduced which can be set to the company opening hours. Additional richness has been added to the call handling possibilities.

The modules are assembled from a palette in the Easy Designer service creation toolkit. Each module has configuration options that are set via dialogue windows.

Gintel’s customers can select preconfigured templates that offer different service strategies for different kinds of enterprise, or they can simply create their own to introduce special or targeted product offers. By using Gintel, a range of dedicated main number services can be offered. The service provide can sell a Mobile or IP Centrex service based on the existing templates – either as a comprehensive package or with different options according to company size or segment. It’s up to our customers what they choose to do. But once they have deployed a service, it’s very easy to modify it to introduce new features and capabilities, using the palette of available modules. Such modifications can be launched “on the fly”, simply by assembling the appropriate sequence and clicking a button.

The main number service is fundamental. It can be offered as part of a complete Mobile PBX or IP Centrex package, or it can be sold as a standalone product. The auto-attendant capabilities allow service providers to also offer virtual receptionist or switchboard services, managing these on behalf of customers. With the flexibility of the Gintel solution, service providers can go to market quickly, using tried and tested service strategies, but with the confidence that they can extend their service offer through time, achieving both service evolution and differentiation critical to improving market share and building customer loyalty.

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