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News : Kilco Enhances Out of Hours Service with Solution from VIA
VIA, the business telephony and communications provider, has created and deployed an out-of-hours call routing solution for Kilco, a business IT firm. Since adopting the bespoke software, Kilco has witnessed an increase in customer satisfaction levels from clients requiring assistance outside of standard business hours.
Outside of standard business hours, VIA’s call routing solution automatically authenticates incoming calls from those clients that have signed-up for Kilco’s out-of-hours service. The call will then be diverted to those engineers who are ‘on call’ for that particular evening or weekend, ringing their mobile phones simultaneously until the call is answered. Clients that have not opted into Kilco’s out-of-hours service have their calls sent to voicemail.
Jack Browne, Information Security & Service Development Manager, Kilco, said: "We decided to replace our traditional VoIP system with VIA Voice due to VIA’s ability to think outside of the box to develop additional innovative functionality that promotes efficiency and saves money. Many of our clients require out-of-hours assistance and the advanced call routing solution helps our engineers to react to enquiries more effectively."
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Published: Tuesday, October 6, 2015