+91 7097 17 17 17

FAQ’S

General

  • What is Office24by7?

    Office24by7 is the subsidiary of Striker Soft Solutions which have been designed to help all segments of an Organizations to manage complete call solutions, to automate internal communications in terms of voice and text, cost reduction minimizing human intervention. It address all the needs of the business and deploy entire technical requirements to meet every business goals with the apt combination tools to enhance business progress in terms of customer walk-ins and retention.

  • What is the Vision of Office24by7?

    Office24by7 vision is to establish, maintain and to expand customer relationship on a long term to accomplish company goals.

  • Name the solutions of Office24by7?

    Office24by7 has come up with Cloud and In-Host solutions to address all businesses and market needs.

  • What are the products offered by Office24by7?

    Products offered by Office24by7 are categorized under three segments:

    • Smart Executive
    • Smart Operator
    • Blended
  • What makes Office24by7 unique and best buy?

    • Instant online account registration and activation
    • Flexibility to purchase credits instantly
    • Provides varied analytical tools to count on ROI rates
    • Smart operator connectivity from multiple locations
    • Unparalleled 24/7 Customer support
    • Effective redundancy solutions ensuring Minimize to Zero Downtime
    • Easy customizability and integration features
    • Next-generation interface models with reliability & security to address technical needs of an employee
    • Highly reductant and scalable
    • Expert team of professionals
    • Impeccable features & functionality few clicks away
  • Which all industries can use Office24by7?

    All small and large scale business can use Office 24by7 as it provides the best call management solutions. This is not business specific as each and every business do require call management system to manage, track, analyses and record calls to make sure not to miss a single business lead to progress. Almost all industry types like Real Estate, Health Care, Hospitals, Tours and travels, Education and Financial Institutions etc. can use Office 24by7.

  • How Office 24by7 is beneficial for me?

    All business types do require a call management solutions to interact or to communicate with their clients to enhance and to improve business. All Solutions provided by Office 24by7 are cloud based that can integrate with any CRM. This single integrated and configured platform does not require any PBX or phone system for an interaction and automatically populates client details or information for the business contributing a healthy interaction with customers.

    Solutions of Office 24by7 is cost effective as it does not require hardware or software installation and business does not need to put up additional automation costs while scaling up.

    Office 24by7 provides complete data management services along with real time reports and analytical to help businesses to track the performance scale of departments involved and to overview all activities on a single platform saving time and resources.

  • Why should you choose us over other providers?

    • Services being available online with quick activation
    • Smart Operator connectivity from multiple locations
    • Un-parallel 24/7 Customer support
    • High redundancy ensuring minimum to zero downtime.
    • Secured one stop interface solution with high redundancy and scalability.
    • Features and Functions simply with a click.
  • Why Office24by7 is a value for money?

    Communication plays a major role in enhancing a business, not only for interacting business to customers but within the business also. The best channel for communication is telephony that happens maximum over a simple device called phone. Thus, for any business, missing a phone call, is equal to missing a potential opportunity. In order to ensure businesses not to miss a prospective, and to value your money, Office 24by7 have come up with cloud based Contact Centre solutions saving time in terms of data management by providing all customer details and information with simple pop ups for agents to have a healthy interaction with customers. As the solutions of Office 24by7 are cloud based, it reduces installation and infrastructure costs saving resource providing analytical calculations of your business.

  • Why did we build Office24by7?

    The contact center or customer service oriented services runs only on calls. The old traditional call management system through EPABX is not an easy task. So Office 24by7 have come up with complete 360 degree cloud based contact center solutions where solutions are built devoid of hardware installation saving time and resources for the business.

  • How can I trust Office24by7 not to misuse or sell my data?

    Office 24by7 is an innovative product of Striker Soft Solutions, leading cloud based telephony service provider, incepted in the year 2009, since then pioneered in serving the clients providing various solutions in text and voice arena and have succeed in acquiring 3000 clients across all industry types. This growth we are able to achieve by promising and handling all our client’s data safe and securely. We promise as your cloud telephony service provider never to sell or misuse your personal and business data. We will never want to ruin our reputation as well as our revenue and customers trust which is above all.

  • How can I be sure of Office24by7's after sales service?

    Office 24by7 as a team ensures customers data security devoid of departments. We are built up to serve our client’s needs and to ensure service satisfaction and business upscale progress. In case of any queries or suggestions or registering your valuable feedback, we are at your service to hear from you 24by7.
    Kindly drop your mail to support@strikersoft.in

  • What all areas are covered by Office 24by7 services?

    Our services cover nationally across all major cities.

  • What are the key benefits of using Office24by7?

    • Ready-made CRM integrations
    • Real Time views to track a detailed picture of contact center operations
    • Prioritized Data Management
    • Easy to integrate API’s
    • Services being available online with quick activation
    • Un-parallel 24/7 Customer support
    • High redundancy ensuring minimum to zero downtime.
    • Secured one stop interface solution with high redundancy and scalability.
    • Features and Functions simply with a click.
  • How reliable is Office24by7?

    Office 24by7 is highly reliable ensuring minimum to zero downtime and delivers communications through the most available and possible networks.

  • How is Office24by7's technology Software-as-a-Service (SaaS)?

    SaaS is a part of Cloud Computing software and it formed the most flexible trend in business eliminating installation, maintenance and upgrade drawbacks to that of premise based or non-premise based software systems. SaaS has become the right solution over the past few years due to its scalability, reliability and Cost effectiveness.

  • Can I use Office24by7 if I have offices in other cities?

    Very much sure, Office 24by7 is the best option to host multiple branches and offices at multiple locations.

  • How is Office24by7 priced?

    Office 24by7 offer cost effective, highly reliable and scalable solutions, hence the price is nominal. Kindly contact our sales team for further clarifications.

  • Does Office 24by7 compliant with regulatory rules?

    Yes, we are compliant with the TRAI regulations.

  • What all documents would be required to start an Office24by7 account?

    To get started with Office24by7, we require you to provide KYC (Know Your Client) documents, it is the process of a business identification to verify the clients interested in getting associated with it.

    Below said are the following which we require in the form of KYC documents to check for your company’s authentic nature:

    • Company address proof
    • Identify proof like Aadhar card, Pan Card, Voter ID etc. of the company MD or Proprietor or other company representatives.
    • MOC (Management Of Change) – depending upon the nature of the company
    • GST certificate.
  • How long does it take to activate my account with Office24by7?

    We always wanted to help you in your business. To know all the functions and features, we suggest you to activate our demo account that is designed with hassle free registration process by providing minimal details for trial and error purpose which gets activated instantly in few seconds and is valid for 3 days. After the trail period, the account gets activated automatically and instantly into a valid Office24by7 account.

    When you finally interested in getting associated with Office24by7, choose a suitable plan, purchase and add credits through payment gateway methods and start communicating and progressing your business instantly.

    But make sure to provide KYC documents in 7 days upon your account activation or your account would be temporarily suspended and upon verification of KYC documents, it gets activated.

Cloud

  • What is the uptime of Office24by7 service?

    We value your time and money involved in business growth and thus we promise never to let our customers business go down. We have an uptime of 99.9% of uptime services as we are well versed in service provider and server redundancy and at the same time providing all vertices and possibilities in no time estimating downtime to zero.

  • Explain cloud-based services and their benefits?

    Cloud based services refers to any application, servicers or resources that are made available via internet without hardware installation. All the data can be saved securely on to the Cloud.

    Below are the advantages of Cloud based services that are must for a business to scale up:

    High scalability:

    Our Cloud based services are feasibly scalable to any extent where a business can expand infrastructure to that of requirements with technically advanced Cloud based features waving off hardware installation costs. The companies can save minimum of 30% of expenses on an average by shifting to Cloud, when compared with that of any service provider, Striker’s is the most cost effective.

    Highly flexible:

    As all the solutions provided are Cloud based, you can work anytime and from anywhere. It offers the flexibility of working from home with or without an Internet connection.

    Back up:

    Backup and recovery process is simple as all the data are securely saved on to Cloud not on to a physical device.

Demo Account

  • Explain Office24by7 Demo account?

    Office24by7 provides a trail and free Demo account that can be instantly registered and activated online in no time to test and use the offered features to get to know all the available features to your benefit. After completing the trail period of about 3 days, you can very well decide to join hands with us to progress your business in the very best way.

  • How to create a Demo account?

    To create Demo account, please follow below instructions:

    • Visit: https://www.office24by7.com/
    • Click the right top corner button “Login|Register”
    • A pop window appears, Click “Sign up”
    • Fill in the required details, Organization name, Email Id and Mobile number, Click “Signup”
    • An OTP will be sent to your registered mobile number, enter OTP and click Submit.
    • A confirmation mail with credentials will be sent to your Email ID.
    • Using those Credentials login into your demo account for activation and start using the features.
  • What will happen after my 3 day trial expires?

    After the 3 day trial period, your demo account gets converted into an Office24by7 account instantly and automatically. It is of your choice to select a purchase plan, add credits and start using your account. When you decide to get associated with Office24by7, don’t forget to provide KYC documents as soon as possible to keep your account active.

Agent Panel

  • What is a Dashboard?

    A dashboard is a User Interface provided by Office24by7 where the information is organized and presented in a flexible way to read, process and to interact with the customers instantly. The dashboard notifies all of your current activities like the Login time, number of logins, Total time, complete call history etc.

  • What is a Ready status mean?

    It means that the agent is available to take incoming calls. The agent can notify ready status simply by clicking on the Ready button at the top.

  • What is Hang up used for?

    This feature is used to hang up the call after a conversation.

  • How to Log Out?

    To Log Out or to shut down the dashboard, simply click on the Log Out button at the top right corner of the dashboard.

  • What is a Dialer?

    A Dialer is a keypad, enrolled with a service number or caller ID as purchased by the organization integrated with CRM.

  • How a Dialer can be used?

    A dialer can be used to make outgoing calls manually. The customer will receive the call from the service number integrated with CRM as purchased by the Organization.

  • What happens when I call a customer manually?

    Upon dialing manually using a Dialer, A new window opens with all customer information. In case of a new client, enter the caller information and save for future reference. You can enter the call status feasibly to follow up or write remarks for future reference to maintain customer data.

  • Is it possible to send SMS to the customer immediately after a conversation and how?

    Yes, after updating the status in the Caller information, you can send SMS to the customer by clicking the SMS tab. A new page opens with all details, select the sender name and templates from the drop down menu as set by the organization and write the content and click submit to send. Make sure that the SMS content is 160 characters or less. Check for the characters as shown or if the characters are above 160, then it gets calculated as multiple SMS automatically.

  • Is it possible to send email to the customer immediately after a conversation?

    Yes, by clicking the email tab next to the caller information. A new page opens, where you should enter information like To, Subject and Message body. Select the From address from the drop down menu as updated by the organization where Reply to and Cc gets automated and click send.

  • What is Call in Queue?

    It notifies the number of incoming calls that are in queue for the agent to interact with.

  • What is Wrap up time?

    Wrap up is the agent’s time taken period to complete the work associated with the conversation.

  • What is an Auto Wrap up?

    The amount of time taken by the agent for updating remarks after an interaction with the customer is wrapped up automatically framing the next caller on track. After completing an interaction, the agent’s status automatically sets in Ready state by default reducing the time between calls.

  • What is Manual state?

    A state where the agents can stop incoming call flow or can dismiss system automation to make out going call manually.

  • What are My Leads?

    My Leads notifies the number of leads currently assigned to you by your hierarchy.

  • Where do I find my assigned leads?

    You can find the assigned leads by clicking on the number tab next to the My Leads button. A new page opens listing all the assigned leads with phone number, campaign name, List name and preferred Actions to take.

  • Is it possible to search for a particular lead?

    Yes, it is, all you have to do is

    • Go to My Leads
    • Select Campaign name from the drop down menu
    • Select the List name
    • Click Search
  • What is the use of Preview button found at the end of each individual list?

    The Preview is used to look for the information like Call type, call status, Remarks or previous call history of the particular lead in a detailed manner.

  • What is Click to Call?

    Click to call is a simple option that can be used for call patching. When the agent clicks to call option, it automatically sets the agents status in Ready state and the telephone number automatically gets dialed.

  • What is “My Follow Ups” on the dashboard?

    My Follow ups are the leads which are assigned by the agent to follow up or to call on a later date.

  • Where do I find my follow up leads?

    By clicking on the Follow ups tab on the dashboard, you will be directed to a new page comprising a list of leads as updated by you to follow up for a later date.

  • How would I enter a lead to follow up for a later date and time?

    When you want to save a particular lead to follow on a later date or time, click “Is follow up” while entering the Call Status, giving the date and time as needed and click Submit. The lead gets saved in the “Follow Up” bucket and gets notified on the specified date and time.

  • What is a Call History?

    The Call History gives the complete current call activities like Call start time, end time, call duration and actions to view the particular call activity in a detailed manner.

  • What is a Web Chat?

    Web Chat features allows an online exchange of messages in real time and are of two types:

    • Internal Chat – To exchange internal message with co employees or superiors/managers
    • External Chat – To exchange information and to assist customers through messages.
  • How do I join Web Chat?

    By clicking on the Join Chat in the Web Chat, you can get logged in to the web chat to exchange messages.

  • How do I join Web Users in a Web Chat?

    By clicking on the Join chat, a fresh web chat window opens and in the bottom click on Web Users to assist web users via messages.

  • What is My Account?

    My Account stores the complete individual information and details about an agent as entered by the Organization or supervisor or admin. Agent is not given the option to edit his/her information irrespective to Organization’s knowledge.

  • Can I change the Password?

    Yes, you are allowed to change the Password as per your convenience.

  • How do I change Password?

    • Login in to your account using credentials
    • Go to My Account
    • Under Settings, click Change Password option
    • Enter the required details Old Password, New Password, Confirm New Password and Submit.
    • Your password changes in no time.
  • Can I edit my profile that is found visible on the dashboard?

    No, you are not allowed to edit the information that gets displayed. Your supervisor/manager or the Organization are authorized to edit.

  • What are My Contacts?

    The leads that are saved by the agents can be viewed in My Contacts.

  • Can I search for a particular contact in My Contacts, if so, how?

    Yes, you can search for a particular contact. To do so, follow these steps:

    • Go to My Contacts
    • Select Contact group from the drop down menu
    • If you know Mobile number or Email Id or both, enter it in the given field to narrow your search
    • Click search
  • How do I add a contact to the list?

    To add contact, follow these steps:

    • Go to My Contacts
    • Go to Add Contacts
    • A new page opens, fill in the details and click Submit
  • What is Break state mean?

    The break state notifies the particular agent on break pausing the flow of incoming calls to that particular agent.

  • What is the break time that an agent can take?

    The break time interval depends on the parameters set by the supervisor/admin/manager of an organization.

  • How many Breaks are allowed for an agent?

    No standard formats as such, it depends on the parameters set by the supervisor/admin/manager of an organization

  • How do I take a conference inclusion during a call?

    This is possible only when you call the customer manually using the Dialer pad. While in call, you are allowed to enter the mobile number and simply connect for a conference. The conference inclusion can be done by entering any mobile number with that of your co-employee or another client or superior/manager/supervisor.

  • Is it possible to transfer a call to another department?

    Yes, it is, using the feature call transfer, you can transfer the call to another department or to other agent.

  • Is it possible to add my personal email ID in the ‘from, reply to or Cc” fields while sending email to a particular customer?

    No, it is not possible to add your personal email Id or official email Id in any of the fields. Those fields are customized by the supervisor or admin of an organization. If your supervisor/admin/manager gives privileges to do so, then those fields will be accessible.

  • How do I Login in to my account?

    You will be provided credentials by your supervisor/admin/manager using which you can Login into your account to access agent dashboard

  • Is it possible to send SMS or Email to the customer within the call?

    Yes it is, using SMS feature you can send SMS or email to the customer within the call.

Smart IVR

  • What is a Smart IVR?

    A Smart IVR is an advanced proficient solution of Office24by7 that helps in streamlining communication pipelines of an Organization. It is an Incoming call management solution and also known as Virtual receptionist. It is built with unified features to manage and to route calls to desired destinations through a User Interface. It also aids in tracking calls and location of field executives evaluating the productivity, comprehending ROI.

  • Why Smart IVR is known as Virtual Receptionist?

    Smart IVR is otherwise known as Virtual receptionist as it is highly robust and advanced that acts just like an office receptionist from a remote location where a PC or desktop would not be possible to place.

  • How does a Smart IVR work?

    It is a Virtual Call/Contact center solution that automates communication on cloud. Basically, Smart IVR is an incoming call management system, which routes callers through Smart IVR, forwarding to their favorable destinations providing varied inputs for swift resolutions. It efficiently takes part in Call routing and Call forwarding managing systems.

  • In what way does Smart IVR improve business efficiency?

    SMART IVR is very much flexible to configure varied services that helps in running day to day activities smoothly providing 24/7 business coverage. It is the most advance and robust solution designed to automate complete call communication system of an organization to miss not a single potential lead. It works efficiently in routing calls internally and externally to desired destinations for swift resolutions. This forma a single platform for an automated auto-response communication process reducing human intervention evaluates employee performance and customer satisfaction.

  • Why Office24by7 named it as Smart IVR?

    Smart IVR is not a simple IVR; it is the most advance solution that functions with a Virtual Number instantly through a user friendly interface enabling API integration of third-party tools. The function of the Number can be changed, configured with customized features as per needs.

  • How do I get Smart IVR solution?

    Office24by7 provides a hassle free registration process with which one can sign up for a Demo Account to get to know the transparency of Smart IVR features and its work flow. A Silver Number called a Virtual Number is allotted for a Demo Account which will allow you to route your incoming calls through SMART IVR, forwarding to destined destinations through a UI. You are allowed to upgrade or purchase plan as per needs instantly.

  • Who can use SMART IVR?

    Any type of business from start-ups to large entities or run a contract based services with a group of field executives working remotely can purchase and use SMART IVR solution to automate incoming call communication.

  • What are the benefits of SMART IVR?

    SMART IVR comes with many featured benefits

    • ACD – Auto Call distributing algorithms
    • Post Call Survey – gives accurate impression of the service provided and customer satisfaction rates comprehending ROI.
    • Intelligent Call Routing – Skill based, Scheduled and Time based routing
    • Sticky Agent – allows customer to talk to a particular agent for swift resolutions increasing customer satisfaction.
    • Agent CTI – Pop ups customer information in a fraction for the agent to gain knowledge improving productivity and customer engagement rates by reducing human intervention.
    • Queue management – updates agents about the calls in queue reducing customer call wait time and increasing first call resolution time.
    • MOH (Music on Hold) and Custom MOH tones – can engage the customers on hold by creating brand awareness with the products and services of your business.
  • What type of Virtual Number is used to configure SMART IVR solutions?

    Virtual Number either in the format of Landline, Mobile and toll-free number can be used to configure Smart IVR. Mobile and Toll-free numbers formatted Virtual Number is generally used as these numbers serve best for incoming call management. Landline formatted Virtual Number is used for facilitating both Incoming and outgoing call management services.

Smart Operator

  • What is Smart Operator?

    Smart operator is the innovative solution of Office24by7 designed specifically to manage Inbound, Outbound and Blended contact/call center communication.

  • Smart Operator is otherwise known as?

    Smart Operator is also known as Cloud Telephony or Super Receptionist.

  • Why Office24by7 named Smart Operator?

    Office24by7 has designed Smart Operator more than a Cloud telephony or Super receptionist with all advanced features and techniques viable to track the functionalities of all employees of an Organization of all vertices in a 360-degree angle.

  • What are the solutions that are operative in Smart Operator?

    As per the business needs and requirements, the following solutions are operative:

    • Inbound Call Center Solutions
    • Outbound Call Center Solutions
    • Blended Call Center Solutions
  • How a Business can configure Smart Operator Solution?

    A business can configure SMART Operator solution through a single Virtual Number which can be purchased and activated online by undergoing hassle free process.

  • How do I get Smart Operator Solution?

    Office24by7 provides a hassle free registration process with which one can sign up for a Demo Account to get to know the transparency of Smart Operator features and its work flow. A Silver Number called a Virtual Number is allotted for a Demo Account which will allow you to take a tour of SMART Operator through an UI. You are allowed to upgrade or purchase plan as per needs instantly.

  • Who can use SMART Operator?

    Any type of business from start-ups to large entities can purchase and use SMART Operator solution to automate complete call communication.

  • What type of Virtual Number is used to configure SMART Operator solutions?

    Virtual Number either in the formats of Landline, Mobile and toll-free number can configure smart operator solution. Landline number formatted Virtual Number is commonly used for configuring Smart Operator Solutions as it facilitates both Incoming and outgoing call management services.

  • In what way Smart Operator is benefited with?

    • Non-technical dependent flexibility
    • Digital and Chatting leads can be tracked
    • Flexible lead generation process
    • Complete ERP solutions - manage and automates all back end technological and human resource services.
    • CRM integrations - facilitates sales, support and related interaction.

Number Selection

  • What is a Number Selection?

    Business thrive on communication and to communicate a telephone number is highly essential. Office24by7 offers flexibility in choosing a number and activates instantly with the availability of varied services like IVR, Missed call alert, call routing, call forwarding services etc. and is feasible in switching the services at any point of time. The selected number is a Virtual Number in the form a mobile number, landline number or a toll free number.

  • What is a Virtual Number?

    A Virtual Number looks like a regular telephonic but works in an extraordinary way handling a number of call flow irrespective of volume and distributes widely through predetermined options to the right segments for right resolutions in a fraction. It is connected to a hardware at one place and the services are withdrawn remotely. A virtual number can be a mobile number, landline number or a toll free number.

  • What is the purpose of a Virtual Number?

    Virtual Number comes with all additional features where a company can use it for various purposes like Missed call service, Call recording, to install IVRS, to set programmable extensions, queue management, to set queue count messages and call forwarding etc.

  • What is a Local number and its use?

    Local number is a simple landline number prefixed with the local STD and is highly used for local identification purpose esteeming a personal touch with local customers. The Virtual number in the form of a Local number allows both incoming and outgoing calls.

  • In which Cities does Office24by7 offers Local Number?

    Office24by7 offers local number in all major cities pan India like Chennai, Hyderabad, Delhi, Kolkata and Mumbai.

  • What is a Mobile Number formatted Virtual Number?

    A virtual number can be 10 digit mobile number to promote business needs to a great extent as it does not gets unnoticed and does not specify location creating a local identity but specifically allows incoming calls only.

  • What is a Toll-free number?

    Toll free number is a 12 digit numeric number that is well known for offering varied services in the market rendering the best telecom service for the customers. Call flow via toll free number from the customers are high as the call cost is generally borne by the company to benefit their customers.

  • What is a toll free number and how does it work?

    Toll free numbers is a virtual number and are distinctly identified with prefix 1800. Toll free numbers can be dialed pan India free of charge for long distance. These numbers are the best source for callers to reach businesses without being charged. Toll free number is very much flexible and reliable for the businesses to advertise one unique number nationwide and is particularly used for customer-service purpose.

  • What is Office24by7 toll free number service?

    Office 24by7 Toll free number is a Virtual number that can handle only incoming calls and capable of functioning without an office, device or equipment and human intervention. This is an automated service integrated with voice mail, call forwarding services and can be coordinated with Missed call, SMS, Long Code service for registering customer opinion and feedbacks.

  • Do I need any special equipment to get started with Office 24by7 Toll free service?

    Office 24by7 Toll free service is a hassle free communication solution, does not requiring an equipment to function. It is very easy and simple to get started for Office 24by7 Toll free service. All you have to do is Sign up for the service, get registered and we will send you user guide and instructions of how to choose and set up service with varied features in no time, and all are configurable via online through UI.

  • How long does it take for me to start using my toll free number?

    All the solutions provided by Office 24by7 is Cloud based, thus you can start advertising your toll free number immediately after registration.

  • Can I try the Toll Free service for free with Office 24by7?

    Yes, we offer free demo service for toll free numbers also. You can take up Office 24by7 free trial offer to know in what way office 24by7 solutions benefits your business.

  • How many calls can my toll free number take at a time?

    There are no call bars and specifications as it a digitalized communication channel. Office 24by7’s toll free number can take up any number of calls depending upon your purchase plans. If you want to take up large volume, we are here to help you out with all possibilities.

  • Does Office24by7 toll free number service include monthly minutes? What if I go over?

    Office 24by7 provide cost effective toll free number service in wide ranges offering flexibility to change monthly purchase plans, if your billing amount go above monthly minutes then it will be is billed accordingly.

  • Can I upload my recorded messages in Office 24by7 toll free?

    Yes, when you use toll free number for IVRS service then recorded message can be uploaded.

  • What is Call forwarding?

    This is a simple feature where all the routed incoming calls from the virtual number like mobile number, local number or a Toll free number are forwarded to right segments or right person or another destination for faster resolutions through IVRS.

IVRS

  • What is an IVRS?

    IVRS is an automated self-service segment to interact with human without involving a human intervention through DTMF inputs via voice and keypad. A business can customize IVRS according to their requirements to help customers to reach right person or the right department to ensure faster and quick resolutions.

  • What is a Time based or Scheduling IVRS?

    A business scheduling an IVRS menu in accordance to that of time based activities and requirements is called a Time based IVRS.

  • What are Caller based activities in an IVRS?

    This is a differentiated activity where the IVRS differentiates the callers to be an existing caller or a new prospective and directs the caller through different menu and to reach right destinations.

  • In what way Voicemail integrations are used?

    Voice mail Integrations are very useful in capturing the voice messages during non-working hours of the company which can be retrieved later to address the issues and to resolve quickly.

  • What is the purpose of an Audio Store?

    The main purpose is to store or upload recorded messages to add personal touch to your business or prerecorded custom messages to the IVRS. The Audio Store features offers flexibility of live recording messages from any location on the spot just by receiving a call.

  • How does an IVR work?

    When a caller calls your business number, the IVRS greets the caller with a welcome message elevating and creating awareness about the business, the caller then made to select option from the predefined set of options.
    For instance: Press 1 for Sales, Press 2 for Tech Support and so on. Upon perfect selection, the caller then routed to the right department for right and faster resolutions. If your agent does not answer the call, it automatically ends up in a Voice mail.

  • How can I be benefited with IVR?

    • 24*7 business reach-ability for callers
    • Connects to the right departments instantly
    • Gathers information and routes calls to particular agents in no time
    • Adds brand value to businesses
  • How can I create a new IVR Flow?

    To Create and Edit an IVR, follow the below mentioned steps:

    • Login to your Office 24by7 UI using credentials
    • Go to Home
    • Click on Active Campaigns at the top
    • Click Add Campaign
    • A pop window appears and fill in the required details
    • Campaign Name (name of the campaign to which you wanted to custom an IVR)
    • Company Name (Name or branch name of your organization)
    • Campaign Type (Inbound or Out bound based on purchase plan, the IVR options changes as per the solution type)
    • Service Number (Select the allotted Virtual Number)
    • Click “Configuration Call Flow”
    • A pop window appears “Create Campaign Flow” with all options at the right side of the page.
    • Double click on the option “Voice Configuration” and options gets displayed for creating the IVR flow as per your requirement.
    • Select Multi level IVR with the options displayed like DTMF, custom, API Authentication. Click DTMF, select options and give IVR message and close call.
    • You can simply select IVR message after Voice configuration and close call.
    • Likewise, you can use all the options to build the IVR flow like Agent Group, Executive Group, Voice Mail, Call forwarding, Internal Extension, Auto response, Close Call and many.
    • Upon completion, click Submit

    Note:
    The flow builder specifies colors like Green for completed, Blue resembles in progress and Red symbolizes Active node.
    You can configure multi levels in an IVR menu and can set call forwarding feature to any desired number.

  • How to close and edit an IVR flow on Office24by7?

    To edit or close an IVR flow, when you click on the option it changes into red color and two tiny button gets displayed, to edit click the edit symbol button and to close click on the close symbol button.

  • How can I add/edit sounds to be played in an IVR flow?

    To update changes or to upload Audio file to be played in an IVR, follow the below instructed steps:

    • Choose IVR Message in the IVR flow
    • Click on the Edit button in the IVR Message
    • Input builder appears with options, select the required filed from the drop down menu. To upload the Audio file, click on the tiny red colored button at the right end of the box.
    • A pop up window appears, fill in the details and select “Choose file” to upload, if it is file upload or you can even add “Mobile recording” also.
    • Click “Add”
  • Is it possible to set multiple IVRs for different days?

    Yes, it is, you can schedule multiple IVRs for different days using time management feature in the options.

  • What happens if a client does not enter any input to the IVR?

    If the caller enters the wrong input, the following things can happen in accordance to that of parameters set by you

    • IVRs can play the time out message and repeat the main menu.
    • The caller can be connected to the agent instantly for resolutions.

    This possibility depends on the pre-determined options or the flow of IVR created by you.

  • How many IVRs can I set in Office24by7?

    There are no limitations of how many IVR can be designed in Out-bound, based on the requirement you can customize Caller based Multiple IVRS on a single number but in In-bound only one IVRs can be created.

  • Different types of nodes in an IVR?

    These are the different types of nodes that can be added in an IVR while creating flow.

    • IVR message – to convey message
    • Multi IVRs – To route callers to right segments
    • Agent group – Call transferring to the agent
    • Executive group – Call can be routed to Executive group
    • Voice mail – recorded message by the caller to play while the agents are busy or while the call goes unattended.
    • Call forwarding and internal extension – Used to add extension and to direct the calls to their destinations.
  • Can I activate or deactivate an IVR when needed?

    Yes, when you don’t want an IVR to play then you can disable it by deactivating the campaign or else you can create an IVR flow
    To deactivate:
    Follow these simple steps to deactivate the campaign

    • Login in to Office 24by7 using credentials
    • Select Active Campaigns in the home at the top.
    • A list of Active campaigns gets displayed
    • From the list click Deactivate present at the corner of each list to disable the IVR.
  • Create a Multi-level IVR?

    To create a Multi-level IVR, first you should create an IVR and then design an IVR flow accordingly. Follow the below instructed steps to do so.

    • Go to Home
    • Select Active Campaigns at the top
    • Click Add Campaign to create a new IVR flow
    • A pop window appears, fill in the required details and click “Configure Call flow”
    • Double click Voice Configuration, select multi-level IVRs and DTMF options.
    • Choose Options, custom IVR message and Close Call, Etc.
    • You can select the agents to whom the calls can be forwarded and also Voicemail to each and every branch as it will enable the caller to record their message when your agents are busy, so that your agents can call back or send an SMS or email.
  • Where should I upload sound to be played while user is on hold?

    To upload the sound file to keep your customer entertained or to create your brand awareness while caller on hold, follow these simple steps:

    • Go to Home
    • Select Settings
    • Click Audio Store
    • Click Add New at the right corner
    • A new page appears, fill the required details and select Audio Type and File Type
    • Click Choose File, select the sound file or audio file that you want to upload
    • Click Add

    However, you can upload as many files but can activate only one at a time and the uploaded file cannot be heard during the creation of flow.
    Note: Make sure that you use only .wav format and the file size less than 8MB.

  • Can I create a single IVR for multiple languages?

    Yes, you can create a single IVR for multiple languages.

  • How to add multiple audio files at a time?

    Yes, you can add multiple audio files at a time but can activate only one at a time while creating IVR flow. To do so, follow these simple steps:

    • Go to Home
    • Select Settings
    • Click Audio Store
    • Click Add New at the right corner
    • A new page appears, fill the required details and select Audio Type and File Type
    • Click Choose File, select the sound file or audio file that you want to upload
    • Click Add

ROUTING

  • Explain ACD?

    ACD is Automatic Call Distribution is an automatic feature that routes all the incoming calls uniformly distributing across available agents balancing the inputs as given by the customer to the right person.

  • How an Intelligent ACD benefits a company?

    This is an automated feature that comes with a powerful technical engine routing waiting callers to the company’s agents on First in First out basis/Linear – where the incoming call is made to follow a step wise protocol that is one after the other. It makes sure that all the agents receives calls uniformly or Randomly/Round Robin – where the incoming calls are allocated to the agents randomly whoever is free, so that your business never lose a prospect or potential opportunity.

  • What is a call routing system?

    Call routing system is an automatic features also known as automatic call distributor or ACD that routes all calls to the right segments or individual agents or queue based on pre-determined criteria.

  • Explain how the Time of day routing occurs?

    This works to that of pre-established or pre-determined criteria, where all the business calls are routed to the right destinations or segments depending upon the parameters like time of the day or schedule availability of agents.

  • What is a Skill based routing and in what way it benefits the company?

    It is a component of ACD that directs or routes the incoming calls to the particular agent as parameters set by the organization or superior in accordance to that of most applicable skill based on various parameters like language or any specified options chose by the caller in particular.

    In this way, a company can be benefited by rendering excellent customer service as the customers are allowed to interact with the particular agent with applicable skill set they are comfortable with.

  • What is a Priority Routing?

    This is a routing system or component of routing where all calls are allowed to destine in right segments on priority based on the parameters and assistance determined by the company.

    For instance:

    The caller being a Premium membership holder can be routed to the company’s senior agents on priority and the calls from a Silver membership holder can be directed to junior agents of the company.

  • Explain the Sticky Agent feature?

    It is a feature where it allows the caller to speak with the same agent again and again, who already knowns their situation and service history easing off the work for both the caller and the agent.

  • What is a Queue management and how it benefits business?

    Queue management feature manages the caller’s waiting time without disconnecting in a well manner way by playing the custom messages or custom hold music to make use of the caller time effectively. In this way this features helps to refrain businesses in losing a prospective or potential opportunity and at the same time reduces unoccupied time during peak hours.

  • How In queue count messages are useful?

    During heavy flow of calls, the system calculates the waiting time and number in the waiting queue and conveys it to the caller on hold to make them know how far from being attended by the agent.

  • What is MoH?

    MOH is music on hold, in order to occupy the unoccupied time of the caller on hold, the businesses can play recorded music.

  • What are Custom MOH messages?

    Custom MOH messages are messages customized and recorded by the company, that are played via IVRS to fill the unoccupied time of the caller on hold by creating awareness about the products and services.

Post Call Survey

  • Explain Post Call Survey?

    Post Call Survey is the valuable tool that gauge the customer satisfaction by providing valuable insight for the businesses into what makes the customer happy and what makes them to get bid off.

  • Does Office24by7 offers an automated Post call survey?

    Yes, the technically automated PCS feature provides customer feedback and insight about the services offered immediate after the customer-agent conversation establishing an accurate impression of service provided by the organization.

  • What is a Feedback IVRS?

    This is a predesigned feature of Office 24by7 that allows you to create an IVR flow to set feedback question or in the form of ratings to that of your offered services and products.

Reports and Analytics

  • What are Real time reports and its importance?

    Real time reports are the statically and analytical reports that enables to track all call activities on parameters such as completed calls, unanswered, ringing, not reachable etc.

  • What does the agent performance reports convey?

    These reports give detailed description of work flow activities, working hours, in call time, post call time etc. to gauge the performance and efficiency of agents. With the help of these reports you can adopt corrective actions, to segregate prospective leads and to improve performance levels of agents, who are not reaching the benchmark set by you.

Dialers

  • What is a Dialer?

    A dialer is simple piece of software application to automate the process of dialing to telephone numbers externally.

  • What are the types of dialers offered by Office 24by7?

    • Predictive Dialer
    • Progressive Dialer
    • Preview Dialer
  • What is a Predictive Dialer?

    Predictive Dialer predicts the availability of agent as of when a call will close and takes the next call on track populating all the relevant information on the screen to interact.

  • What are the benefits of Predictive dialer?

    • Increases the number of prospective calls in a day
    • Increases agent’s talk time – puts agents in contact with the most prospective leads by filtering out invalid number, DNC listed numbers and answering machine etc.
    • Minimizes the time interval between calls
    • Ideal to generate cold calls/ lead generation process
  • What is a Progressive Dialer?

    The progressive dialer makes multiple calls at a time based on the availability of agents or pre-set ratio. It consumes lesser time and best suited for mid and small sized companies with limited resources.

  • What are the benefits of a Progressive Dialer?

    • Increases agents productivity by utilizing them optimally
    • Maximizes agent’s talk time
    • Minimizes agent’s time in logging for reports and details
    • Pop’s out relevant and required information.
    • Customizable dial plan to meet your business requirements
    • Dials only when agents are available limiting dropped calls.
  • What is a Preview Dialer?

    The preview dialer is an automatic dialing process for the agents to control manually by displaying the next call to be dialed to the agent along with caller information to have a broad view before connecting the call. This benefits financial and banking sectors that deal with complex caller information.

  • What are the benefits of a Preview Dialer?

    • Allows a logical order of calling from a dialing list
    • The agent can preview the next call, gain knowledge and interact or skip and move on to the next contact in the list.
    • Automatically pools out customer information based on the past conversation history prior dialing the number.
    • Agent can control dialing process manually.

Agent CTI

  • What is an Agent Module?

    A web-interfaced, user friendly UI/Dashboard for each agents with login credentials to view the real time monitoring of how many calls are in Live, Queue, Login time, Wrap up period, call history, Assigned leads, follow up leads etc. and can make calls using Click-to-Call. All the updates and calls are recorded for future reference with an option to set priority of calls.

  • What are the benefits of an Agent module?

    • Agent calls and activities can be tracked using a web interface with log in credentials.
    • Click to call option allows agents to view and make calls to the assigned leads
    • Caller and call updates are incorporated for future reference
    • Centralized data updating system to progress business needs.
  • What does a CTI screen do?

    CTI alerts the agent instantly providing information in the form of screen pops to agents prior to call connection to access information about the caller to handle more calls effectively, quickly and to provide better service. It is also known as automated or automatic screen pop ups.

  • What is an Agent Script?

    Office24by7 offers flexibility for the organization to generate a script for the agents to follow, to interact relevantly and to offer right resolutions. Organization can design or customize script and make available to all agents through agent module.

Data Management

  • Explain the feature List Management?

    This tool or feature facilities to create, manage, segment a large database to that of company’s products/services as per requirements. It allows to allot lists to agents based on their performance or benchmark set by the company.

  • What is Data Import?

    Office 24by7 offers seamless flexibility of importing contacts from multiple sources in .csv/xls/xlsx formats or to create the database manually. Imported data can be managed as separate lists or consolidate into one list.

  • What is NDNC registry?

    This is an automated feature of Office 24x7 that regularly cross-checks the database against the National Do Not Call registry to ensure that no DND numbers are contacted by the agents for promotional need. DND numbers are clearly marked and indicated as DND by the system.

  • What are Schedule Announcements?

    A company can schedule announcements for later dates/events important for their customers. Depending upon system configuration, the system prompts the agent on the marked dates where they can call or even send automated messages.

    For instance: For conveying Payment due dates, insurance policies due dates, credit card or debit card up-gradations, etc.

  • What is a Pilot Number?

    A Pilot Number is the Custom caller ID which forms the one single point of contact for all business calls that helps to track, compare and analyze call prospectus across various platforms which in turn provides a real view on analytics.

Missed Call Service

  • What is a Missed Call Service?

    This is a complete automated web based service that enables the businesses to get real time notifications of all business calls on the dedicated numbers like Mobile number, local number or Toll free number.

  • How does a Missed Call alert works?

    When the incoming call comes in, it gets disconnected after first two rings and notified with all details like call number, time and location.

×

E
n
q
u
i
r
y