IT Support Services

 

If you provide IT support by allowing access to your technical staff by phone then these services can be configured just for you.

A basic service will simply connect an incoming call to a phone number used by a member of your support team. You can include controlling access by time of day and day of week to ensure your staff are only answering calls at pre-set times and on specific days.
 

Advanced Features

Account and/or PIN access control. This feature allows you to control which of your customers are allowed access to the support team and when. It can for example be set so that some callers are granted access on a working day basis, others at different times of each day and by day of week. It follows that you can also allow 24 hour support to some callers whilst, at the same time, limiting access to others.
 

You can add an expiry date to the account details for each customer and use it to limit the period during which access is allowed. These dates can be set to range from one day to several years so allow you to be very flexible in providing your support service.
 

The account numbers, PINs and expiry dates can be updated by simply copying and pasting this information from a spreadsheet in which you maintain and update this account information.
 

Alternatively we can give you access to our account management software (CC4Web), on any PC utilizing Microsoft’s Internet Explorer, where you can add, edit and delete accounts at any time. This links directly to our database and updates our systems for immediate use in our telephony services.
 

Subscription Option. This feature allows you to take payment in return for allowing access to your support service. You can do this for varying periods of time by setting the expiry date You can do this either manually or automatically if you have a credit card merchant account.
 

CREDIT CARD Subscription Payments.

If you have your own merchant account we can automate the whole subscription process, including creation of new accounts and renewal of existing ones with random and unique numbers generated by our telephony service. Callers can be presented with choices about subscription types, periods and costs.

Our web based credit card payment interface can be included as an option in your account and used for all types of manual transactions. This is particularly useful when dealing with direct telephone enquiries.
 

Support staff availability and control. If you have staff who are available at quite different times and days you can use our operator queuing service which allows any quantity of people to answer calls after they have “logged on” to accept calls on designated phones within your organisation. This virtual call centre functionality can be administered and monitored by one or more individuals, each operator can be left responsible for their own availability or you can use our sophisticated and pre-determined schedule of availability across all of your operators.
 

Routing calls by using the callers phone number. This is known as CLI routing and is used to ensure calls are sent to an appropriate destination, for example a particular geographic location or designated numbers that you would prefer to have greater priority.
 

Statistics
Our real-time billing and call logging will provide you with comprehensive information about the status of your service, operator availability, call volumes and durations, operator availability, response times and call data. You can even download the data and analyse it any time you choose to do so.