System Operational Features
The Hosted Locator Service uses a centrally managed Interactive Voice Response (IVR) system established by Swift Call Pty Ltd.
By hosting this shared service Swift Call is able to provide participating
companies (large or small) with a low cost way to offer a location service
as part of their store and product promotional strategies.
Although a shared service, each company using this facility has its own independent environment,
together with all associated database and voice files, which will be maintained by Swift Call.
Each company also has its own independent telephone number(s) allocated for its own Locator Service.
The service is typically provided on the basis of an initial establishment charge, a fixed monthly service
maintenance fee plus a scaled per-call fee.
All capital costs associated with the provision of telephony and computer
system infrastructure, the preparation of software voice prompts and all
operational costs associated with the system's ongoing maintenance will
be provided by Swift Call. Participating companies are asked to commit
to a minimum contract period for this service.
Benefits in Operation
Callers to the telephone Locator Service are asked to enter their postcode using the buttons on their
telephone handset. The Locator Service uses an accurate database of geographic centres of
each postcode area to compute the nearest store locations.
The information spoken by the system and options provided will depend upon your business requirements.
Operating 24 hours per day, this IVR-based service is an invaluable
backup to promotional advertising for short term or long term campaigns.
Benefits of a hosted Locator Service include:
- No need to establish a dedicated IVR system with the attendant capital and running costs.
- Provision of full Swift Call IVR capacity allowing for large peaks in demand.
- No risk of aging hardware needing to be maintained and replaced. The service fees will cover any future technology upgrades required.
- Simple pricing model identifies and charges on actual usage.
Your Company Requirements
Your company will need to make plans for the delivery of its Locator Service in three key areas
as follows:
- 1. Telephone Number assignment.
Swift Call will pre-assign a specific in-dial telephone number to your company for this service.
(You can, of course, have multiple telephone numbers with individual numbers assigned to suit
your own purposes such as tracking calls against specific promotions). Your company can advertise
these local Sydney numbers directly or you may wish to use a 13xx, 1300xx or 1800xx number to
make it easier and cheaper for your customers around Australia to access the service.
In these latter cases your company must order the special service number from Telstra (or your
telephony service provider) and have the answering point set to the Swift Call IVR Locator Service.
During operations your company will be responsible for all inbound telephone trunk call costs
if applicable and any outbound call-diversion costs from the IVR system to any call-centre
service or store if that capability is required.
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2. Specification of service delivery options
Swift Call will provide you with sample call flow charts and suggestions for the way telephone
callers can interact with the system based on our years of experience with IVR services.
However, we will work with you to establish the service to meet your specific business needs.
As part of this process you will need to specify your service delivery rules.
Swift Call will record all voice prompts using a professional announcer to
ensure that the service provides clear and consistent information.
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3. Provision of store location database and related information.
You will need to provide the store (or facility) address and postcode information together
with trading hours, telephone numbers, etc. in a form that Swift Call can use for this
service. In addition you will need to ensure that this information is updated as required
and forwarded to Swift Call so that the service is maintained.
