VoIP phone system: SmartVoix
SmartVOIX is a VOIP*-based phone system which provides an unsurpassed level of call-centre automation and efficiency when used in conjunction with the award-winning SmartMove dispatching platform.
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Caller-id is passed to SmartMove so that appropriate screen-pops are provided (similar to other modern phone systems.)
For callers that make regular bookings voice prompts allow automatic bookings. This goes beyond current IVR system in that addresses will be offered automatically if they have been used regularly by that caller, for example,'Press 1 for a taxi at 86 Warrendine Street now, Press 2 for a taxi at 14 High Street now'.
Addresses are offered automatically but only if they account for at least 20% of the bookings made. This means that a caller may be offered up to 4 choices.
Calls can be recorded and linked to a booking. Playback can be requested from the booking screen. This is to be used if there is a query about the address and the operator wants to hear the original call.
Statistical reports and administrative functions are available using a web browser.
Music and messages on hold
Ordering of queues
Re-ordering of the queues include:
- Giving priority to callers who book often
- Giving priority to callers on mobile phones
- Giving less priority to fleets that have all cars busy if calls are waiting for fleets with cars available.
* VoIP (Voice-over-Internet Protocol) allows you to make phone calls over the Internet. Instead of plugging your phone into the socket on your wall you plug a VoIP phone into your computer system. For most people, using VoIP means much cheaper call rates and, in the case of SmartVoix, a much better integrated system.