NGN services
Incoming call management
Win more business via a free or low-cost 'national' number

Call statistics
Vital statistics to monitor call centre activity

Advanced incoming call management
Control how inbound calls are answered and handled

Landline services

Non-geographic number (NGN) services
Advanced incoming call management - For SME's, call centres, large corporations
• Auto attendant
• Queue manager
• Record voice announcement
• Call pre-screening
• Store locator
• Data capture
• Speech recognition

Auto attendant with Queue Manager
Creating positive first impressions

Why let your customers get frustrated when they can’t get in touch with you straight away? Could potential customers be waiting in the wings, if only they could ever get through to you?

Successfully operating in a demanding 24/7 economy is becoming increasingly complex and difficult. Driven by customers who are better informed, more demanding and have less loyalty, this ultimately means your customer service must be paramount. Creating and maintaining a professional company image has never been so important.
Opal’s Auto Attendant service is an automated call answering, queuing and messaging service that instantly improves the flow of communication across your entire business. Directing customers to the department or person of their choice, our virtual switchboard service ensures all calls are answered in a fast, efficient and professional manner at all times of day, and is ideal for busy offices.

Even when your Auto Attendant is working to maximum efficiency particularly at peak periods, our effective Queue Manager feature is seamlessly integrated, to hold the customer in the queue, providing tailored ‘waiting’ messages and inform them of their rising position in the call queue.

Intelligent online reporting tools give you a helping hand in changing and adapting your automated services. All functions are completely configurable by you, allowing you to manage and control all incoming calls, messages and diverting options. Live call queuing statistics will immediately inform you of your busy periods and the service management module enables to you modify your services almost instantaneously.

The ideal solution for small to medium sized businesses with busy departments such as receptions and call response centres. Opal’s Auto Attendant service is never ill and works all day providing 24/7 cover. Leaving vital staff free to concentrate on other productive work and dealing with customers on your premises rather than just connecting calls.

Call statistics - For call centres
Call care
Vital statistics to monitor call centre activity
One of the most sophisticated management reporting products available today, Opal Call Care enables you to examine exactly what is happening to your call traffic on a regular basis. Call data is updated every 15 minutes, giving your Call Centre Manager the ability to quickly monitor the performance of the team and act upon it.
Opal Call Care is available free of charge to all Opal non-geographic number users.

Benefits you can't ignore:

• Improve your agents' call-handling effectiveness by monitoring their performance as it happens, enabling you to act instantly on the information

• Unlimited secure online access, password protected for authorised personnel

• Multiple users can be configured to use a single account and other access options include restricted “read-only” access

• View the volume and time of calls received, as well as the number of calls answered, engaged or missed

• Analyse information by day or month, or historical data for comparison purposes

• View geographic analysis reports, which show the areas where calls are received from, including call success rates

• Instantly modify many aspects of your service

Incoming call management - For SME's, call centres, large corporations
Number translation services

Win more business via a free or low-cost 'national' number
Opal's Number Translation Services encourage potential customers to call you via a free or low-cost national number (e.g. 0800, 0845, 0870 etc.). In addition, these calls can be automatically re-directed according to pre-determined criteria

How Opal helps you manage incoming calls to your NGN:

• Single translation - The simplest possible NGN service, single translation directs calls made to your national or local number to any landline or mobile number.

• Time translation - Redirects your national number to a maximum of 15 alternative landline or mobile numbers, according to the day of the week/time of day, e.g. All weekend and evening calls could be re-directed to a different number than daytime/weekday calls

• No-answer divert - If a customer call is not answered (perhaps because all lines are busy), the call is re-directed to another number (e.g. another department or call centre)

• Message box - If a customer call is not answered (perhaps because all lines are busy), the call is re-directed to an automated message service.

• Geographic divert - If a customer calls from a pre-determined geographic area (postcode, STD codes, counties or regional TV areas), you can choose to redirect the call to a specific number (e.g. nearest branch, a regional call centre, a number dealing with a regional marketing campaign etc.)

• Call ratio distribution - If you have more than one office/call centre, and each location has a different capacity to deal with calls, then incoming calls can be distributed proportionately between each location.

Benefits you can't ignore:

• By not publicising a local contact number, Number Translation Services create the perception that your business has a national presence

• Customers/prospects are more likely to call you because there is little or no cost to them

• Protect your brand reputation - route incoming calls in the most appropriate way, so that customers aren't left stranded, confused or de-motivated after making the effort to call

• Improve effectiveness of your service by measuring and analysing what/when/how calls are diverted

• Control the destination of your NGN number(s) using a secure web interface

• Use this service in conjunction with other Opal services, such as Interactive Voice Recognition (IVR), Call Recording etc