Press release
Telewest Business announces new Inbound Telephony SRS
product
September 13 2004. Telewest Business, the supplier of
broadband communications to the public and private sector markets,
today announces the launch of its new SRS (Special Rate Services)
solution, ‘SRS Advanced Solutions’, that manages inbound telephony
services. SRS is the Telewest name for a range of non- geographic
numbers such as 0800/0870.
‘SRS Advanced Solutions’ has been designed to give full and real
time control to organisations when managing incoming voice traffic.
By using a unique web interface, call centre managers will be able
to access their individual call plans, which can then be modified
and activated easily.
With a suite of advanced features at their fingertips,
organisations can instigate overflow plans to cope with busy
periods, upload announcements, set-up and manage call trees,
utilise Network Queuing and route calls directly to the best
available agent using Skills based routing. Real time statistics
are also available as a premium feature allowing customers to view
calls as they happen.
The new product also offers levels of control depending on the
degree of online management required and the complexity of the
business’ requirements from simple one to one translations to more
complex IVR (interactive voice response) and skills based routing.
The solutions are entirely flexible so organisations that have a
range of SRS numbers (0800/0845/0871) can allocate a specific
control level for each individual number. This new solution
requires no capital outlay and can be implemented instantly within
an organisation without requiring any additional hardware or
software.
Accessing reliable, up to the minute data is vital for optimum
business performance. With SRS Statistics, managers have the tools
to allocate resources, plan capacity, gauge call centre efficiency
and judge the effectiveness of sales and marketing hotlines. This
allows organisations to react instantly to changes in traffic
volumes, protect their network and launch disaster recovery
procedures so every customer call gets answered. Standard
statistics are updated every 15 minutes but in addition to this
Telewest Business also provides real time statistics which allow
managers to monitor calls as they happen.
Matt McCloskey, senior product manager, SRS, Telewest Business
said: “SRS Advanced Solutions is the next step in the way that
calls can be handled and monitored by organisations. Its ease of
use is by far its greatest selling point along with its online
functionality. We have already begun signing customers to the new
solution and we will be announcing them over the next few
weeks."
If you would like a demonstration of how the product works,
please go the website where there is an online demo for you to
view: www.telewest.co.uk/srs