Technology Inbound - Converso

Clever technology allows us to answer calls on your behalf without your customers ever realising they are not talking directly to your own staff.

Here’s How it Works

Computer and telephone integration (CTI) – When you divert your calls to us CTI screen pops the call directly onto our screens allowing our staff to answer your call in your company name with your salutation.

Intelligent Scripting – Intelligent scripting software guides our staff effortlessly through customer interactions and we can build decision making logic into the script. Our software seamlessly links to third party applications and media including databases, contact management systems and the web.

Information Screens – Point and click information screens give our staff easy access to your company’s information. Here we can hold your opening times, staff details, product and service offerings and answers to your most frequently asked questions. We make it easy for our staff to answer your calls smoothly and professionally.

Automatic Call Distribution with Interactive Voice Recognition - Automatic Call Distribution maximises productivity by recognising answering and routing incoming calls. This allows for complete automation of the entire call flow process. Incoming calls can be automatically answered with a voice menu, queued then distributed. Announcements can be played to on hold callers. All calls are routed to the most appropriate staff or IVR recorded message systems. Call routing can be based on agent skill levels language products or services

Call Recording – Should you have sensitive calls we can digitally monitor, record, retrieve and analyse our staff conversations for both quality control and training. This can be implemented by using one of our non geographic numbers.

Choose Converso to handle your calls and our experienced staff will guide you through the process of transferring your calls. We are here to make it easy for you and its simpler than you think!