Routing of incoming calls

Safely in the cloud

  • Answer to all calls
  • Cloud solution
  • Quick, easy, safe

Voice Managed Services

You manage from the cloud your incoming phone calls instantly, simply and securely. No need for extra investment, as it is completely independent and compliant with any telephony system.

Crisis, strike, maintenance, move or simply to support teleworking? Three solutions ensure you you always answer all your calls:

Discover here how to ensure the continuity of your business with your telephone exchange and Voice Managed Services.

Voice Continuity

Be available everywhere, even on your company's fixed line number

  • Forward all your incoming calls to an alternative destination with 1 push on a button.
  • Configure & activate it easily and from anywhere via:
    • Mobile app
    • MyProximus web portal
  • Forward directly from the cloud, before the call even reaches your infrastructure (hence avoiding additional costs)
  • Free of charge in Enterprise Call & Surf

Smart Routing (Classic)

Route calls agilely according to (un)planned events or a crisis

Intelligent routing of calls, remotely configurable

Including:

  • Reporting and recording
  • Adding messages
  • Organising work from home
  • Activating temporary numbers
  • Setting up crisis centres

Contact Center in the Cloud

Set up a call centre without installation, software or applications on a telephone exchange

  • Intelligent distribution of calls to operators
  • Contact center as a Service
  • CRM integration, managing queues
  • Inbound/outbound campaigns
  • Operators & supervisors reporting...
Due to corona measures, we were forced to enable teleworking for our call agents.

Krëfel - Sofie De Ridder

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Options and applications

Voice Callout API

Call from business applications with your company landline numbers

Voice Callout is an application programming interface (API) to call with your existing phone numbers and tariff plan from your business applications. You easily implement a "click-to-call" button or fully automate the call process, which digitizes your business processes.

 

Customer stories

Call center Krëfel 100% operational from home

“Due to corona measures, we were forced to enable teleworking for our call agents”, explains Sofie De Ridder, Customer Happiness Manager at Krëfel. “Our call center was not equipped for this. A week later teleworking was possible for everyone.”

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More flexibility for volunteers

Children and young people can call Awel, the children’s helpline, with their pressing questions. The organization is now offering its volunteers greater flexibility, as they can now answer incoming calls on their mobile, wherever they are.

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Proximus set up a separate hotline for BASF to handle employees’ many questions about COVID-19. Any personnel member could call 24/7. A team of 25 volunteers answered more than 200 questions from home.

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