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Telephony Integration

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Intelligently route your incoming calls to your available phone workers with pre-populated contact forms that show pivotal caller information as soon as the call is connected. This powerful call-handling feature syncs up recognized phone numbers with existing caller data and alerts the phone worker if there are any crucial instructions that pertain to that caller.

Call features that can automatically appear with a call include the caller’s profile, past calls and any resource referrals previously given, along with prior notes on the caller. You can choose to hide sensitive information—such as the caller phone number—from staff. Data entered by your caller during their time in the phone tree/IVR can also be passed through and pre-populate your forms as well.

You can also use this feature to reroute certain calls. For instance, a caller who has been blocked for abusive behavior could be routed to a voicemail message.

Want to know more about this or any other iCarol feature? Feel free to connect with us.

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