Complex Call Routing? Bring it On! We’ll connect all your employees under one corporate phone system.
Access Direct can help you solve even the trickiest internal and external call routing challenges, for even the largest business, with our simple, easy-to-manage corporate phone systems.
IT Department Tackles High Volume of Tech Support Calls
The IT department at Worldwide Publishing had a challenge: too many emergency tech support calls. The small staff was overwhelmed by the volume. Because journalists work in a time-critical environment full of deadlines, they needed help immediately.
Access Direct designed an internal hosted virtual PBX phone system for the IT department that offered multi level menus to incoming callers, allowing them to immediately access the specific help they needed. It also re-routed non-urgent calls, minimizing each technician’s precious time on the phone.
Each area of service now offered 3 levels of phone escalation—from on-call engineer, right up to department head—for better service. Best of all, the staff now has the ability to change their menus and track their response in real-time, using the sophisticated web interface, which gives them complete control over the program.
Technicians can now focus on what they do best—solving technical problems—while Worldwide journalists focus on meeting their deadlines.