|
Intelligent Call Services (ICS)
KBA is able to offer you 0845, 087*, and 0700 numbers with added “Intelligent Call Services (ICS)”. Calls dial into our telecommunications services, which perform your prescribed ICS options before diverting the call to your nominated number(s).
See below:
Benefits to you and your customers
By using a telephone number assigned to the ICS service a small business or larger business satellite office (or home worker) will gain access to features similar to those used in large offices and contact centres that operate a private local telephone network. The key features available are:
- Auto Attendant: allows you to control routing of inbound calls within your organisation. For example, the caller could select “Sales” or “Stores”, which would then be diverted to the appropriate number. This is similar to being put through to an extension number but will be to a normal phone number anywhere in the UK.
- Call Queuing: Whilst you are already on a call; the system can be set to queue additional incoming calls (to a prescribed maximum and timing). Callers may then hold and you are therefore less likely to miss that call and their business.
- Call Recording: allows you to record all, or segments, of your inbound calls. Also, outbound calls if dialled via the ICS exchange. The facility is very useful for legal, insurance and financial businesses that need proof of the statements made during the call.
- Fax to Email: allows you to receive a fax as an image file direct to your email address. Which means you can also view faxes wherever you can view email. Very useful if you often work away from the office and you do not need a telephone line dedicated to faxes.
- Follow Me: allows your calls to be diverted between multiple destinations. Say you have an office and a workshop on different numbers; on no reply at one, the call can be switched to the other.
- Time of Day: allows your calls to be diverted depending on the time of the day, and the day of the week. Diversion can be to a different phone number, to an answer phone service or be a recorded announcement. For example, a home based worker can receive calls between 09:00 and 17:00, Monday to Friday and have calls diverted to an answer phone service outside those hours, allowing time for a private life. Another example is to have calls diverted to a colleague when on leave.
- Voice to Email: allows you to capture messages from callers and have them delivered direct to your email. You can still dial in to receive voice messages or receive them by this method (or both). This feature is very useful to pick up voice messages when you are away from your normal place of work. Also, you can receive SMS alerts.
- Re-Divert: If your business uses field/home based resources with whom clients contact direct (e.g. financial advisors, insurance sales) then you are able to operate with greater control and support. For example, in the circumstance that an individual leaves your employ; you retain the calls of those customers and can assign the number to a new person covering that territory. This protects your business but also gives individuals an easy back-up mechanism for when they are ill, on holiday, etc.
back to top
Costs to your customers
Customers will pay for their calls to you as they do in any case. Your change will have none or very little material affect on the costs of those calls, which depend on the number type chosen as follows:
- 0845: You will know these as local call numbers. A UK based caller will experience the same charges as if dialing to a local landline number. This is a good option if your business customers tend to be local; i.e. they will not be disadvantaged from a cost point of view but all will experience an improved service from you as a result of the ICS options (explained above).
- 087*: Available as 0870 and 0871, these numbers give you a national identity rather than being aligned to a locality. Calls to these numbers attract a national rate call charge that is paid by callers from wherever they call in the UK. Therefore, if your customers come from across the country, or international, they will not be financially disadvantaged by using this new number. With today’s competitive arena, even local callers will not experience a significant increase in cost, however, all will experience an improved service from you as a result of the ICS options (explained above).
- 0700: Calls to 0700 numbers are similar to dialing a mobile phone and is designed for calls to mobile devices. The number allows you to change your actual mobile number without affecting callers. This might be to attract the best call rates but can also be used as an emergency divert to an alternative phone, for example if your phone is lost or stolen
back to top
Costs to you
These services are available to you on a fee per number basis as defined in the table below. Please compare these costs to BT’s; you should find them to be a fraction of the cost. If not, please let us know.
Numbers are offered with or without ICS services. If without, a plan consists of an 0845, 087*, or 0700 number that is diverted to a number of your choice.
|
|
|
Without ICS
|
With ICS
|
|
0845
|
|
|
|
|
|
Set up and 1st Year
|
£80.00
|
£100.00
|
|
|
Annual Renewal
|
£60.00
|
£80.00
|
|
|
Divert plan changes included
|
2
|
12
|
|
|
Charge for extra changes
|
£10.00
|
£25.00
|
|
|
|
For another block of 2 or 12 respectively
|
|
|
|
|
|
|
087*
|
Special Offer!
|
|
|
|
|
Set up and 1st Year
|
£50.00
|
£75.00
|
|
|
Annual Renewal
|
£30.00
|
£50.00
|
|
|
Divert plan changes included
|
2
|
12
|
|
|
Charge for extra changes
|
£10.00
|
£25.00
|
|
|
|
For another block of 2 or 12 respectively
|
|
|
|
|
|
|
0700
|
Special Offer!
|
|
(”Follow Me” feature only)
|
|
|
Set up and 1st Year
|
£50.00
|
£60.00
|
|
|
Annual Renewal
|
£30.00
|
£40.00
|
|
|
Divert plan changes included
|
2
|
2
|
|
|
Charge for extra changes
|
£10.00
|
£10.00
|
|
|
|
For another block of 2
|
back to top
|
