IN Services

Colt’s Intelligent Network just got smarter

As a result, we can provide leading-edge, inbound voice services that will enhance the experience of your customers when they contact your organisation.

With Colt, you can maximise the value of every customer interaction. Feature-rich call routing ensures that calls are answered promptly and directed to your most suitable advisor across your business.

Our advanced tools and real-time business intelligence let you find out more about your customers and increase the performance of your agents.  It’s possible to reduce cost and complexity too, while remaining flexible and scalable.

Available to every business

Colt’s Intelligent Network (IN) Services are available, affordable and easy to use for businesses of every size and sector. You don’t need to purchase any extra equipment. We can integrate our services with your current communications infrastructure like your contact centre – or provide stand-alone routing solutions.

You can use your existing geographic or non-geographic numbers – or add new numbers. With Colt IN Services, it’s easy to project a national or international presence* to your marketplace, no matter how many sites you have or where they are located.

The Colt advantage

Colt’s IN Services are powered by our state-of-the-art Intelligent Network, which maximises performance and reliability for your business. Colt also offers you award-winning customer service with a single point of contact across 13 countries.

*Subject to country regulations

Colt’s IN Services allow you to control, enrich and optimise every step of each inbound interaction with your customers across Europe. You gain greater control over the way they contact you, the call rates they pay and how your agents are utilised.

Our professionals can combine powerful features and options to design an IN service that’s perfect for your business. We can also implement and manage your service to ensure quality and efficiency.

Features of your IN Service can include the following:

Inbound numbers and services for customers

• You can use your existing geographic/non-geographic numbers* or add free-phone numbers, local rates or premium rates - if you want to generate additional revenue. Colt will direct your inbound calls to virtually any location across the world. You can control the routing using state-of-the-art online tools. 

 Self-service interaction and intelligent call handling

• You can provide your customers with convenient self-service choices with interactive voice response (IVR). They can interact with your customer database either through voice (speech recognition) or a telephone keypad. This improves their service and saves time for your agents.
• You can also handle each call differently, based on wide range of customer information gleaned from your database. This can relate to the caller ID and their importance to your business, geographical location, the number they dialled, simple in-line messaging or other conditions. Advanced call handling can provide customised prompt menus for each customer.
• The service also lets you ease the pressure on your contact centre during busy times by placing customers in a waiting queue – rather than losing their calls. 

Call routing to fit your business

• With Colt, it’s easy to match caller demand with the resources available across your business 24/7. Simply decide where calls to any inbound number will be delivered at any time or day.
• Advanced call routing features give you even more flexibility. You can direct calls to answering locations or messaging services based on factors such as specific dates, proportional call distribution, divert-on-busy or geographic origin-based routing.
• It’s quick and simple to make changes in near-real-time using our secure, web-based tools. 

Business intelligence to optimise performance

• Our dynamic data-mining and analysis tools give you valuable information on every aspect of your inbound operations, including call volumes and durations, waiting times and repeat callers.
• Real-time and historic reports enable you to review call handling performance for individual numbers.
• As a result, you can adjust resource to balance efficiency with quality of service.