Redpalm Technology Services, the IT specialist, has deployed an advanced and innovative call flow and routing system to improve customer satisfaction and operational efficiency when handling inbound phone calls. The bespoke routing solution forms part of the company’s new cloud-based unified communications (UC) platform from VIA.

After experiencing several issues with its previous VoIP provider, including poor call quality, high call failure rates and limited conferencing functionality, Redpalm opted to completely revamp its telephony network by installing VIA Voice, the internet-based UC solution that incorporates Skype for Business. The platform allows employees to talk, instant message, email and video chat across a variety of devices, such as landlines, smartphones, PCs, and tablets, regardless of location. VIA Voice has helped Redpalm to consolidate communications and improve connectivity between employees based at two sites in Northampton as well as its team in central London.

The key reason for opting for VIA Voice was the comprehensive functionality surrounding call flow and routing, easily setup, modified and managed from VIA’s real-time management portal, which also allows Redpalm to observe trends, evaluate the usage and productivity of its employees, plus monitor costs. As Redpalm operates multiple departments, from Account Management to Sales to Support, it’s important that clients and potential customers are quickly directed to the most suitable contact. VIA’s multi-layered routing system has ensured this is the case, with Redpalm being able to create a bespoke call flow to fit their exact requirements.

The business has created different call flows to fit with a number of pre-determined scenarios, such as incoming calls received outside of business hours, during times of high activity, or when certain staff are unavailable. The routing platform also incorporates an automated attendant with holding music and narration, helping to create a professional image.

Olly Cogan, CEO of Redpalm Technology Services, said: “VIA Voice has helped us to improve not only how we talk to each other, especially between offices, but also how we connect with our clients. As an IT services provider this is incredibly important and the innovative call routing system is already paying dividends, cutting call times and boosting the overall customer experience.”

Alex Tebbs, Director, VIA: said: “Our team of expert software developers has created a unique and extremely valuable online portal that sits at the heart of our fully-hosted unified communications portfolio. From modifying call routing systems or adding new users, to analysing usage and the cost of calls, the VIA portal ensures that our products are flexible, agile and sit head and shoulders above the rest.”

Olly continued: “We are also a system integrator for Unified Communications, which means we possess a deep knowledge of the market and technologies on offer. We chose to implement VIA Voice having reviewed multiple different hosted voice platforms. We have also made VIA Voice a leading offering to our customers based on our experience of using the platform in-house.”