Zencom Telecommunications
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Products & Services

Zencom Services


ZENCOM’S CORE PORTFOLIO OF TELECOM SERVICES:

  • 0300, 0330, 0333, 0343, 0344, 0345, 0371 UK LOCAL
  • INTERNATIONAL GEOGRAPHIC 
  • 0800, 0808 UK FREE PHONE
  • INTERNATIONAL FREE PHONE
  • UNIVERSAL FREE PHONE
  • LOCAL PRESENCE 01, 02 WITH NGN FUNCTIONALITY
  • LEASED LINES ANYWHERE IN TH UK UP TO 1GBPS
  • FIBRE BROADBAND
  • SIP TRUNKING

ZENCOM'S ADDITIONAL ADD-ON SERVICES:

  • INBOUND CALL MANAGEMENT
  • CALL CENTRE INTERGRATION
  • PCI COMPLIANT NETWORK CALL RECORDING
  • DISASTER RECOVERY SUPPORT AND BUILDS
  • AUDIO CONFERENCING
  • VOICEMAIL TO EMAIL
  • CALL WHISPER
  • MID CALL DIVERT
  • CALL RATIO PLANS
  • NETWORK QUEUING AND IVR
  • REAL-TIME CALLER DATA

The 03 numbers range as an alternative to chargeable 08 numbers - calls to 03 numbers cost no more than a national rate call to an 01 or 02 number, making it an ideal choice for public organisations and charities.

The following inbound call routing features can be combined to create bespoke inbound services that meet your needs:

Calendar date routing
Pre-programmed routing based on calendar date, useful for managing customer experience on, e.g. public holidays.  There are no restrictions to the number of routing plans implemented.

Intelligent Diversion
Re-route calls if the primary destination is engaged or unanswered.  There are no limitations to the number of alternative destinations allowed.  Diversion upon “no answer” can be offered on a bespoke ring period before the alternative destination is invoked. If all destinations within the routing plan are busy or unanswered, bespoke network messaging can be offered.  The platform differentiates between engaged and unanswered destinations and offers the ability to re-route according to each individual failure.

Geographic call origin routing
Complete geographic routing based on the UK STD code system.  Individual parts of local exchanges can be identified within a dialling code range and calls can be routed based on the entire CLI (Caller Line Identity) digit.  We can also design Postcode to Site delivery plans.  We receive the encrypted CLI on every inbound call, enabling accurate call routing based on origin, while bespoke default destinations can be programmed for non-geographic sources such as cellular networks.

Black/Whitelisting
Nuisance calls can be recorded in a blacklist to bar future calls, while high priority inbound numbers can be whitelisted to push them quickly to their destination.  Caller ID can also be used to create geographical scripts to route calls to specific destinations.

Voicemail
Capture voicemails and either email automatically to an agent’s email address once the call has ended, or store on the platform where admin users can log on and retrieve them when convenient.

Network IVR
Network IVR (Interactive Voice Response) services allow inbound calls to be processed entirely in the network rather than on your site.  The service lets you streamline inbound call handling operations by routing calls across multiple locations or providing callers with relevant information before directing the call to a dedicated number.  Alternatively, if you only want to provide information, you can divert to a pre-recorded message before ending the call.  Front end IVR and multiple layer IVRs can be customised to specific business requirements

Disaster recovery planning
Create up to 99 different routing plans and switch between them instantly in a disaster recovery/business continuity situation, to cover any incident that renders the company without a telephone service, either by logging onto the admin portal and manually activating the required plan or by DTMF via telephone to invoke and change the service.  Up to 10 pre-configured Disaster Recovery Options are provided free of charge, to switch over in real time to another office, voicemail box or alternative option of your choice.

Management information and administration
The Inbound Call Management portal provides both management information and admin control for your service.
> OBR (Online Billing Reporting) includes a list of standard reports on all inbound numbers.  Additional bespoke reports can be set up to track the metrics that matter to your organisation.
> Admin control over your service’s functionality is available via the Manage tool.

Fax to email service
Send faxes and attachments via email; no additional fax line is required.

Audio conferencing facilities
Via a quick and easy dial in procedure to a secure virtual conference room. Instant access 24/7 with up to 15 simultaneous callers.

Inbound call recording
Providing call recordings that are digitally encrypted and 100% legally admissible.

Network Queuing
This allows your company to utilise the ‘network cloud', whereby callers receive messages and listen to hold music. As soon as an operator is available the caller is put through. This feature ensures your company can cope with surges in call volumes, so when you next have a large sale, or promotion, you know your calls will be professionally handled, avoiding a network busy tone.

Call provided information / Simple line messaging
Provide individual number announcements for dialled numbers, or advanced plan announcements for Network IVR plans (or at any stage in any routing plan where required).  Comfort messages or information messaging for advanced services such as Network call queuing, Call recording and Voicemail can also be provided.

Call Whisper option
To advise call handlers of the source of the call; ideal for marketing campaigns or seasonal promotions.

Mid Call Divert
To facilitate customer service and more appropriate call handling.

Real-time Caller Data
Customised report menu for automated and ad hoc reporting.

Call Ratio Plans
You decide on how many calls you would like each office or call centre to receive and either we can set the percentage of calls to suit or you can make the changes yourself via the online moves and changes tool.

Online moves and changes in real time
This feature allows instant changes to your numbers via the internet, giving you complete control to action number changes when the need arises.

Day of week/time of day routing
Set your numbers to route to different destinations based on day of week/time of day, so that office hours and out of hours calls are covered. Alternatively, you can let our specialist team action the request for you.

A geographic numbering service
Offers clients the ability to have a presence in the city, but an office elsewhere. Our team can supply and connect a wide range of geographic numbers, such as 0161, 0207, 0208, 0117, 0121, to your offices even when you do not have a presence in that area.

API integration
Integrate your CRM and other systems or applications with Inbound Call Management for a truly joined-up service and a better experience for your customers and call handlers.