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System Operational Features
Calls to your business will be automatically directed to the Locator
Service. To find your nearest store the caller will be 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 few store locations.
The information spoken by the system and options provided will depend
upon your business requirements.
Setup Options
Established as a stand-alone IVR system installed in your own premises,
it can operate in conjunction with your call-centre. In this case Swift
Call also offers an optional telephonist module that complements the automatic
IVR service allowing your call-centre staff to share access to the same
location databases for store locations and schedules.
Access to the Swift Locator Service can also be provided through the
Internet where it can be integrated into your company's website. In this
case the Internet and IVR service can share access to a common store location
database and your set of business rules, minimising the system maintenance
requirements for the two independent services.
Benefits in Operation
Operating 24 hours per day, this IVR-based service is an invaluable
backup to promotional advertising typically on radio or in print for short
term or long term campaigns.
Benefits of having your own inhouse IVR Locator Service include:
- Single company phone
number to call for both automated and manned customer service options.
- Option to have call-centre
staff, IVR and Internet Locator services accessing a common store location
database.
- No call costs for transfers
to call-centre staff.
- Ability to maintain local
database of store information.
Your Company Requirements
Your company will need to make plans for the delivery of its Locator
Service in three key areas as follows:
- 1. Integration with your phone system/PABX.
It is likely that the Locator Service will operate through your
inhouse PABX system. In this case your customers will typically be
directed to the locator
service via an auto-attendant option.
The Locator IVR system will be connected to your PABX via analogue
or digital lines depending upon expected call volumes, and may be
integrated via CTI into your call-centre.
- 2. Specification of service delivery options
Swift Call will provide you with sample forms and suggestions for
the way web users can interact with the system. 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.
- 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 to help setup this service. In addition
you will need to ensure that this information is updated as required
so that the service is maintained.
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