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Call routing

Voice Managed Services

Voice Management Services (VMS) optimize Proximus traditional PSTN/ISDN network, enabling your organization to intelligently manage its incoming call flow from standard geographic numbers, without having to adapt its existing infrastructures.

Advantages

  • 100% response rate: each call is routed to the most suitable or qualified employee for handling
  • Maximize resource allocation: you can plan the right resources to answer the calls, independently of their location
  • Strengthened commercial relationships with your customers
  • No investment is required on your part: you don't need to install any hardware or software
  • Clear statistics on your incoming calls
Voice Managed Services advantages
Our offer

The voice services offer managed by Proximus includes the following formulas:

  • Traditional VMS for Proximus geographic numbers to route incoming calls to the right destination based on criteria such as the time of the call, the line status, blacklists, the number of the caller and the number dialed by the caller.
  • Contact Center-as-a-Service, makes it possible to route calls to a contact center agent without the need for a contact center infrastructure at your end (for more information about this service, please consult Contact Center-as-a-Service among our Contact Centers).
  • VMS Outbound for outgoing call campaigns.
  • VMS Disaster Recovery Solution available in a traditional version or CCaaS.

The alternative routing of incoming traffic is based on routing trees which are likely to be combined for optimal route planning. A web interface (via MyProximus Office) makes it possible to change the routing trees instantly, the key element being full interactivity with the VMS platform.

Features
  • Management functions for routing traffic: tool for alternative routing that you provide in order to answer incoming calls.
  • Resources: variables can be used to enhance the creation and efficiency of the routing tree management.
  • Agent Contact Management functions: this is a VMS option that makes it possible to route incoming calls to a specific agent rather than to a specific destination. This function allows quality routing based on the skills of the agent.
  • Statistics and monitoring: the VMS solution makes it possible to obtain online statistics as well as historic statistics related to all incoming calls.
  • Outbound functions: this function enables the customer to automatically generate outgoing calls to put customers through to agents or played-back messages.

Voice Continuity

Receive all the calls that would otherwise go unanswered during a disaster

Voice Continuity Solution

Voice Continuity Solution and the Voice Management Services - Disaster Recovery Solution (VMS-DRS) are a backup solution for your telephony services or your contact center, allowing your organization to receive calls that would normally be lost during a disaster without having to adapt your existing infrastructure.

For medium-sized companies

Voice Continuity Solution
  • Not depending on location and infrastructure: incoming calls do not go through your infrastructure and can be routed to any location (national or international).
  • Easy to manage via the mobile App and a web application.
  • To route all calls received on the Proximus lines to one or many destinations immediately.
Features
  • A web interface (via MyProximus Office) makes it possible to change the routing destination instantly.
  • Management functions for routing traffic.
  • Name of groups can be used to enhance the creation and efficiency of the users.
  • You do not have to install any hardware, no investment is required.
  • Voice continuity offers simple, flexible “Disaster Services”.
Voice Continuity Solution

For large companies

Voice Disaster Recovery Solution
  • Your accessibility and business continuity are guaranteed
  • Not depending on location and infrastructure: incoming calls do not go through your infrastructure and can be routed to any location
  • Easy to manage via a web application and easy to activate by calling Proximus
  • You only need to consider the number of people and volume of resources required to answer the calls
  • No investment is required on your part: you do not have to install any hardware or software
Our offer

The Proximus VMS-DRS offer is available in two versions:

  • To route all calls received on the Proximus network
  • To route all calls to your contact center agents from our Cloud (for more detailed information about this service, consult Contact Center as a Service

The alternative routing of incoming traffic is based on routing trees that can be combined for optimal route planning on the basis of criteria such as the time of the call, the line status, blacklists, the number of the caller and the number dialed by the caller. A web interface (via MyProximus Office) makes it possible to change the routing trees instantly, the key element being full interactivity with the VMS platform.

Features
  • Management functions for routing traffic: tool for alternative routing that you provide in order to answer incoming calls
  • Resources: variables can be used to enhance the creation and efficiency of the routing tree management
  • Agent Contact Management functions: this is an option that makes it possible to route incoming calls to a specific agent rather than to a specific destination. This function allows quality routing based on the skills of the agent
  • Statistics and monitoring: the solution makes it possible to obtain online statistics as well as historic statistics related to all incoming calls
  • Outbound functions: this function enables the customer to automatically generate outgoing calls to put customers through to agents or played-back messages

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Contact

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Private customers, the self-employed, and small companies can contact their dedicated customer service.