Diva Telecom

Call Routing

You know who you are, but do your potential clients?

Every incoming call could be your first – or last – chance to create the right impression. An efficient call handling service is essential, so you never miss a customer call or business opportunity. We provide a range of innovative and flexible inbound call handling solutions designed to suit your specific business needs.

If you can’t find what you’re looking for, speak to our team on 0330 333 0330.

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ZONE PLAN

If you are a multi-sited organisation and want to offer one main contact number, Zone plan will route your callers seamlessly to their nearest branch. All zone plans are bespoke and we will work with you to design a plan that ensures a maximum number of calls are handled at the most appropriate answering centre.
  • Bespoke call routing plans: by town, city, region, or TV region
  • Lower cost and more manageable advertising campaigns
  • Callers routed first time to most appropriate branch
  • Improved customer experience
  • Reduced need to transfer calls between locations
  • Combine with other Diva call routing features to improve customer experience
  • On-line web management tool
We create efficient inbound call handling solutions for any business shape or size so if you need advice on the best option for your business, call us on 0330 333 0330.
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VIRTUAL SWITCHBOARD - BASIC

This service is ideal for organisations with various departments and offices. Your calls are automatically answered, the caller can then choose an option and the call is routed to the relevant department. e.g. press 1 for sales, 2 for customer services, 3 for accounts etc.
  • Single-level menu
  • Record and upload personalised welcome and directional messages
  • Web based management control
  • Improve customer service, staff productivity and reduce call handling costs
We create efficient inbound call handling solutions for any business shape or size so if you need advice on the best option for your business, call us on 0330 333 0330.
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VIRTUAL SWITCHBOARD - ADVANCED

This sophisticated service is ideal for organisations with multiple departments and offices. Your calls are automatically answered and your callers are invited to choose the department they require by a simple key press. Sub menu’s can be built to offer further direction within departments.
  • Multi-level menu
  • Personalised welcome messages
  • Web based management control
  • Combine with other Diva call routing features to improve customer experience
A virtual switchboard can be as simple as selecting from three options or complex as a multi-tiered menu with various features on each level. We create efficient inbound call handling solutions for any business shape or size so if you need advice on the best option for your business, call us on 0330 333 0330.
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CALL RECORDING

A highly effective and affordable method to record phone calls that doesn't require a complex and costly technical investment. You can record all calls, or at the simple touch of a telephone keypad you can record individual calls on an ad-hoc basis.

Note: This service is not PCI compliant or encrypted. Talk to us if you need PCI or legally compliant call recording as we have alternative solutions.
  • Inbound or outbound call recording
  • Online playback facility and storage
  • Simple to operate 'On Demand' option
  • Automatic delivery of recording to email
  • Inbound and PIN-based outbound recording
  • Call Recording available with other features
We create efficient inbound call handling solutions for any business shape or size so if you need advice on the best option for your business, call us on 0330 333 0330.
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DATA CAPTURE

Data Capture offers callers the ability to respond to an automated series of questions either verbally, using a phone keypad or a combination of both.

Data Capture can be used in many ways, for example - competition entries, voting or brochure requests. Response data and recorded calls can be provided via the Diva web portal, or delivered by email or FTP.
  • Create your own bespoke service
  • Record your own prompts
  • Capture multiple data input
  • Instant delivery of data
  • Capacity for high volume of calls
  • Can be combined with most of our call routing packages
We create efficient inbound call handling solutions for any business shape or size so if you need advice on the best option for your business, call us on 0330 333 0330.
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FAX TO EMAIL

Have your inbound faxes converted to emails with PDF attachments without the need for hardware or software. Fax to email is an easy and more confidential way of receiving, filing and distributing fax documents.
  • Simple to use and administer
  • Instant delivery to a single or a group email address
  • Removes need for conventional storage and simplifies archiving
  • Eliminates hardware and paper usage costs
Need to send a fax via your computer? Find more information on our Email to Fax service.
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ONE TO ONE

One to one enables you to decide which numbers to receive your inbound calls on, 24/7. This service can be enhanced with a variety of features. If you need to know the origin of a call, Whisper will tell you as you answer the phone, Greeting uses a pre-connection message to welcome your callers, and Queue places callers on hold and plays comfort messages.
  • Simple web based management tool
  • Queue module can be added as a feature
  • 'Live' call statistics available
  • Voicemail options available
We create efficient inbound call handling solutions for any business shape or size so if you need advice on the best option for your business, call us on 0330 333 0330.
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ONE TO MANY

One to Many routes calls to up to five different destinations if one line is busy, unanswered or temporarily unavailable. If you have high volumes of calls and multiple answering centres, you can route calls in a ‘round robin’ or ring all answering centres simultaneously to ensure the call is answered as efficiently as possible.
  • Simple web based management tool
  • 'Live' call statistics available
  • Divert to up to five destinations
  • Voicemail options available
  • Combine with other Diva call routing features to improve customer experience
We create efficient inbound call handling solutions for any business shape or size so if you need advice on the best option for your business, call us on 0330 333 0330.
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WHISPER

If you have different business, service or department numbers routed to one phone, Whisper will inform you which one the customer is calling about as you answer and before you speak. It simply 'whispers' the information to you and prepares you to answer the call in the right way. This is also extremely useful to Call Centres and Call Handling companies.
  • Allows for professional call answering
  • Personalised whisper messages
  • Handle multiple campaigns
  • Optimum line usage
We create efficient inbound call handling solutions for any business shape or size so if you need advice on the best option for your business, call us on 0330 333 0330.
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TIME OF DAY

An automated service which enables you to control where your calls are being answered based on the time of day or day of week. Calls can be answered on your landline or mobile, outsourced call centre or international office, in fact any destination globally allowing customers to reach you at times convenient to them.
  • Secure web-based management
  • Quick and simple to use
  • Powerful when combined with other call routing features
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QUEUE MANAGER

Deal efficiently with high or variable inbound call volumes and improve customer perception and satisfaction. Queue manager places your customers on hold while playing a variety of comfort messages that can assure them that their call is important and will be answered as soon as possible.
  • Web based management control
  • Quick and simple to use
  • Play callers position in the queue
  • Choice of comfort messages
  • Specify maximum number of queued calls
  • Choice of hold music
  • No new equipment needed
  • Near real-time call statistics available
We create efficient inbound call handling solutions for any business shape or size so if you need advice on the best option for your business, call us on 0330 333 0330.
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GREETING

Before you answer a call from a customer, Greeting can play them your own recorded message or we can arrange to have it professionally recorded for you. This can be used to greet the caller in a standardised and consistent way, or give them information they may not otherwise get to hear about.
  • Give callers alternative ways of getting the information they want
  • Deliver sales and marketing messages
  • Ensure all greetings from your business are ‘on brand’
  • Direct callers to your website
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RATIO DIVERT

If your business is the kind of organisation that experiences frequent or periodical high call volumes, this product enables you to spread calls across multiple departments or sites, or to an outsourced call centre. This helps you to eliminate missed calls and potential sales opportunities.
  • Web based customer control to change ratio percentages - instantly
  • Calls can be delivered to multiple UK and International sites
  • Maximise the number of calls handled
  • Good customer perception, satisfaction and increased sales
  • Powerful when combined with other call routing features
We create efficient inbound call handling solutions for any business shape or size so if you need advice on the best option for your business, call us on 0330 333 0330.
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MID CALL TRANSFER

This feature allows answered calls to be transferred out to another destination number, without needing another phone line or having to pay for the cost of a second call. This is a network-based feature offering phone system like functionality over a wide area so is not restricted to a single location as is a PBX.
  • Transfer answered calls to any destination
  • Potential to centralise reception facilities
  • No additional phone lines required
  • Free-up call traffic on your main business number
We create efficient inbound call handling solutions for any business shape or size so if you need advice on the best option for your business, call us on 0330 333 0330.
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