From a marketing perspective we have been pretty quiet. That doesn’t mean we have been resting on our laurels though. The past 12 months have been our busiest. Not only are we selling more copies of VoxVision and VoxVault than ever before but many Swyx partners are tapping into our unique skills set to enhance both existing Swyx solutions and new implementations.
A recent project not only enhanced an exiting Swyx solution but meant that Swyx remained as the end users communication system.
Did you know that people are 20% more likely to answer a local call than one from either a national or non geographic number? Well a savvy Swyx end user did and they saw an opportunity to differentiate their outbound contact centre from their competitors. By presenting a local number when calling clients on behalf of large national clients such as energy companies or insurance firms they would achieve a much higher answer rate compared to their competitors. The only problem was that Swyx didn’t have this functionality out of the box. They loved Swyx but if their Swyx partner, Knowall IT couldn’t find a way to deliver this functionality then they would have to replace Swyx with a solution that could.
When Simon Froom, Technical Director at Knowall IT, got in touch, he already had an idea of what was needed. Least cost routing (routing rules) could route calls out of the appropriate trunk based on area codes dialed. The stumbling block arose when calling mobile numbers. Without an area code to use as a guide how would Swyx know which trunk to make the call from? We discussed the problem but more importantly took time to understand which additional systems the client used to manage the people they were calling. Every person was stored in a CRM which contained name, address and phone number. Because we had the postcode for each person, we were able to use data to determine the appropriate area code to present based on a clients location. We created an agent side application that would perform a lookup for each call. It would then manipulate the outbound calling party number to one that matched the area code of the person being called. The great thing about the solution was that it was instant and required no user action at all other than using click to dial via their CRM.
A very happy client but also a relieved Swyx partner who retained Swyx as the communications solution.
