intelligent call handling
Create a customised caller experience without relying on developers.
User-friendly drag-and-drop tools put you in full control.
Customisable call flow design and management.
Manage large volumes of incoming calls with ease and accuracy using our flexible call management solutions. Designed to support businesses, call centres, wholesalers, and resellers, our tools enhance operations, marketing, and IT development.
Take complete control of your caller experience with our self-service flow designer. Featuring intuitive drag-and-drop functionality, it enables you to configure advanced call routing, interactive voice response (IVR), call recording, line hunt groups, automated notifications, post-call surveys, and more.
Wholesalers and resellers can also create sub-accounts, providing tailored access and features to meet the unique needs of customers and users.
Experience the Benefits
Empower yourself with intuitive self-service tools, eliminating the need for developers.
Save time and money by automating repetitive manual processes.
Offer exceptional customer experiences paired with swift service.
Intelligent Call Handling
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Call Recording
Activate call recording effortlessly for training, quality control, and compliance, while gaining full insight into employee performance and customer concerns. Listen on demand with just one click.
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Call Notifications
When you’re unable to take a live call, set up automated email notifications for missed calls or voice messages to stay informed of all opportunities.
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Call Flows & Routing
Minimise manual call routing and reduce wait times by using advanced call flows with our drag-and-drop builder. Features include welcome messages, a menu builder, voice-to-email, live answering service with scripts and actions, call queuing, and line hunt groups.
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Line Hunt
Avoid missed calls and improve service with the line hunt feature, which lets you designate a group of call recipients. If the first recipient is busy or unavailable, the call is passed to the next in line, ensuring it’s answered. Use our flow designer to customise options like IVR routing or voice messages when all recipients are unavailable.
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Live Answering
For demand overflow or out-of-hours operation, our live answering service provides a professional operator to answer calls on your behalf when your team is unavailable. Using customised scripts and instructions, the operator greets callers with your business name, answers basic queries, captures customer details, routes the call to the appropriate department, and arranges callbacks.
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Network Queuing
During peak call volumes, CommsChannel manages the flow of incoming calls within our carrier network, rather than through your internal phone system. This ensures calls are answered in the appropriate order of priority when an operator is available. Customised on-hold messages can be set up for callers while they wait. This solution is cost-effective as it eliminates the need for surplus licensing or extra channels.
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Voice to Email
Ensure you never miss an important call by capturing voice messages from your customers and automatically sending them to the relevant team member as an attachment. Customise answering messages effortlessly, and enhance the customer experience by letting callers leave a voicemail instead of waiting on hold.
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Post-call Surveys
Through our self-service management portal, you can create customer surveys to collect valuable feedback on service quality, company representatives, or customer experience at the end of each call. Customisable surveys let you choose between open-ended or rating-based questions.