Hostcomm provides Real Time Reception with hosted contact centre service for its virtual receptionist and appointment booking service.

Real Time Receptionist Overview

Real Time Reception (RTR) provides a virtual appointment management and receptionist service for health practitioners. They will answer client calls via a phone number diversion or on a new direct dial number allowing the practitioner to focus on their core services. Callers benefit from a professional friendly service even during very busy periods.  All this happens in Real Time, live on the Internet.

Requirements of the service

RTR are a start up business so when they started looking for a call handling service they were very keen to keep capital expenses to a minimum but they wanted a solution which would scale according to client acquisition rates. The virtual receptionist has to answer the calls in a manner such that the caller thinks they are speaking to the actual practice.

 The business objectives

-          The service must be affordable 
-          Start up costs to be kept to a minimum
-          Call management service must be seamless and reliable
-          Service should be easy to set up

Hostcomm’s Solution   

Hostcomm implemented its HostNet hosted IP contact centre and telephony service following a successful free trial to prove the concept. The service is delivered via a broadband connection and includes the following features:
-          Practice ID confirmation on phone display indicates caller to RTR agent
-          High inbound call capacity
-          Voicemail
-          Contact centre services (IVR, auto routing, call queuing)
-          Remote monitoring and management
-          Technical support helpdesk  

Implementation  

Hostcomm implemented the entire solution remotely using its technical assistance centre. The client merely had to download a software file and then follow some simple instructions. As the solution involves no expensive hardware there was no need for on site engineering which further reduced the solution cost.  

Detailed Solution Overview

Premise equipment
Cisco ADSL router with Cisco IP contact centre agent soft phones and IP Communicator
Main Features used
Hunt groups, call routing on time of day, call queuing, IVR, web configurable call forwarding, remote telephony using soft phone.
PSTN dialing
Practitioner’s numbers are diverted to a special pilot number which can handle hundreds of simultaneous calls
Security
VPN between RTR and Hostcomm with voice encryption.
RTR – Hostcomm connectivity 
BT ADSL Max service providing 16 lines.

The Benefits

-          Reduced costs due to elimination of BT line rental, PBX purchase and support, outsourced support and admin.
-          Easy addition / deletion of extra phone accounts
-          Relocation involves simply re-terminating the ADSL line.
-          Improved customer experience 24 hours a day.
-          Increased flexibility and scalability to cope with future growth.