Routing Twelephone Calls to Your Contact Center
What if you could make it super simple for your customers to talk to you with the click of a link or a button on your website or in a tweet or facebook post? With Twelephone's CallMe button/link, you can!
Your twelephone address is used for initiating video chats from a web browser. It is simply twelephone.com/{twitter_handle}. You can also add our CallMe button or link to your website using this link or the following line of code:
<iframe src="http://twelephone.com/callme/{twitter_handle}" frameborder="0" scrolling="no" width="150" height="50"></iframe>
Either way, twelephone allows your customers to video chat with you via the web browser (no downloads or plugins required).
What if you want to route these twelephone web calls into your existing contact center? You already have dozens or hundreds of sales and service representatives answering phone calls. Why not let them answer your web-based calls too!
This is easier than you think. Most contact centers have what's known as SIP addresses. SIP addresses are to VoIP as Email addresses are to SMTP. They even look like email addresses i.e. sip:[email protected].
Contact centers are typically designed to route internal calls from the PBX to your ACD (Automated Call Distribution) system via SIP. Contact centers also often receive SIP calls from their telecom providers to reduce costs and improve audio quality.
Twelephone recently released a SIP Call Forwarding feature which allows you to route all web calls to a SIP address. This could be your personal softphone like Blink or your contact center's SIP address. We do not have a limit on the number of simultaneous SIP calls that can be forwarded from our CallMe widget to your contact center!
Once you update your SIP Call Forwarding address, we automatically turn your presence online and immediately begin routing your web calls to your SIP address. Here's a diagram of twelephone calls routing into your ACD which then distributes your twelephone call to the next available agent.
Here's a video of our web-based Twelephone CallMe button to SIP softphone in action.
Imagine how many more sales you could close by reaching your customers on Twitter with a CallMe now link in a tweet! Imagine how much happier your customers could be if they could click-to-call for service from a Facebook post or button on your website!
Let us know if you need any help with your company's telecom department. The only thing that you need from them is your contact center's SIP address ;)
Enter this address into your Twelephone Settings page and start tweeting your company's new twelephone number i.e. twelephone.com/{your-twitter_handle}. Calls will immediately begin routing into your contact center! It's that simple.
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