If managing customer calls is fundamental to your business, your contact centre can make or break your reputation. Customer expectations are higher than ever, with instant responses demanded as standard. But enhancing the customer experience isn’t just about upskilling your staff – technology plays a huge role too.
Implementing an effective technology solution for answering, handling, and tracking calls is essential for business growth and success. Our inbound call management system, Myriad, has been designed to deliver a tailorable call management system that enhances the customer experience, while providing you with data you can use to further improve customer service and increase sales.
Our call management solution provides a single view of activity in real-time so you can manage the customer experience before their calls even reach your PBX.
Accessed via a web-based portal, you can swiftly decide how best to route calls, whether that be via your in-house or outsourced call centre team. This enables you to deliver a seamless experience, even at your busiest times, whilst maximising the effectiveness of your people.
Key features
Nasstar’s Myriad platform has a powerful set of features that allow easy creation and configuration of call routing plans using an intuitive drag and drop interface. These can also be used with a live dashboard to show metrics such as the incoming call volumes per hour or per day and a breakdown of how many were answered successfully and those that weren’t.
It’s possible for businesses to give complete control to their employees of where they wish to answer their calls or to create a plan that gives the employees a fixed range of options to choose from.
Your business can benefit from:
- Powerful reporting and real-time dashboards
- Feature-rich call management system
- Branding options
- Customer-first solutions
- Override CLI
- Inbound call routing
- Mid-call divert
- Conferencing
Peter French
Voice Portfolio Manager at Nasstar
"At Nasstar, we’ve spent time understanding the complex customer experience landscape so we can deliver a solution that best benefits our customers and their unique needs. With Myriad, we’re able to offer a completely tailorable solution that ensures our customers are enhancing the experience for their own customers, while collecting and reviewing data for consistent and ongoing improvement."
Related Services/Solutions
Inbound call management software and IP phone systems can be used in collaboration with a variety of other voice solutions, enabling you to create a bespoke voice solution that meets all your business requirements.
Our expertise
Nasstar has been providing inbound call management solutions for a long time, and our teams have substantial experience in this area. As a constantly evolving technology, we’ve seen and done it all. Today, we pride ourselves on our investment in innovation and ensuring we’re offering the latest and best call management solutions for our customers.
We’ve built our current Myriad solution from the ground up, ensuring it includes all the features our customers want and need, while offering a level of future-proofing as customer demands change. Our carrier class infrastructure ensures our solution is well-tested, reliable, and proven in its capabilities.
We have an in-house team of development and support professionals dedicated to helping our customers improve the customer experience with inbound call management software. Plus, our experts have ensured our API interface integrates seamlessly with different CRM solutions and other applications you might use on a daily basis.
Why choose Nasstar?
Inbound call management is not a new technology, but it is a solution that has evolved and transformed over time. At Nasstar, we’ve continued to invest in understanding the changes in inbound call routing and management. This means we can consistently offer the latest innovations, enabling you to meet your business goals, remain competitive, and ultimately, improve the customer experience.
End-to-end service
Continuous solution development
Proactive monitoring
Fully hosted service
Dedicated team of inbound call management experts
Trusted by
Steve Dungworth
Director of Digital Transformation, Accent Housing
"This project was about modernising our voice communications internally and helping us work more efficiently to better serve our customers. The HANA award win was a recognition that our solutions from Nasstar have done just that, offering technology that is easy for staff to use, is resilient to ensure business continuity and - most importantly - improves customer experience through the contact centre."
FAQs
An inbound call management system supports a business with effectively managing communications with customers and prospects. It also helps businesses to gather data that can be used to increase sales and improve the customer experience.
The key benefit of using our inbound call management platform is that it offers an end-to-end service from a single provider. This provides a whole host of other benefits for businesses. When resilience is one of the key benefits of a service, an inbound calling solution involving many different component parts and providers can cause a world of problems if things don’t quite go to plan.
Trying to resolve service issues in a timely manner can be a very frustrating experience but could also damage your relationship with your customers. To them, you have ultimate responsibility for their service delivery. We own and control every part of the Myriad as a Service platform and proactively monitor the service to ensure it’s always delivering for your business.
Our inbound call management platform offers several features to help in busy times. For example, calls can be queued in our network, distributed intelligently across a range of destinations or answered by voicemail.
To prevent lost or abandoned calls, we ensure that call routing can be rerouted if a destination does not answer. We can also provide different routing treatments that are scheduled at specific times of day or on specific days to meet peaks in demand or other business objectives.
There are several key features in our Myriad inbound call management system that can benefit organisations. These include:
- Bespoke features to suit your requirements
- Powerful reporting and real-time dashboards
- Feature-rich call management system
- Branding options
- Customer-first solutions
- Override CLI
- Mid-call divert
- Conferencing
Our inbound call management system offers reporting flexibility, with real-time statistics available through its dashboards, or access to historical statistics (either ad-hoc or scheduled reports) via the Pulse reporting engine. You can create multiple dashboards of any size to display as much or as little data as required.
Dashboards can be scaled to view on a large wallboard right down to a small mobile device. You can create and share dashboards with other users on your account and even let them edit the shared dashboard should they need to. The clone option allows you to create different variants of the same dashboard without having to start from scratch each time.
