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An Auto Attendant on a VoIP phone system (sometimes called an IVR), is an automated service which provides callers with options to be connected to the correct departments. You are also able to set out of hours messages and rules with an auto attendant which come into effect and times that you select. This means you can direct call, or give automatic messages when you are not there.

Personalised Recognition For Your Customers

You can easily program your auto attendant to recognise the caller ID of the person or business calling you. This way you can program custom messages and actions for those callers giving an amazing customer experience and sense of loyalty.

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When a customer calls your number, which can be either a geographic number, or a non geographic number, they will hear a pre-recorded message. This message can simply be a welcome: “Welcome to ABC limited, we will now connect your call”, or can give options for the customer which you can decide on: “Welcome to ABC limited. Press 1 for sales, press 2 for accounts” etc...

Having this welcoming message when customers call your business can promote a very professional feel to your company. This can be linked in an Inbound Calling Queue if you experience several callers at once to avoid them getting an engaged tone.

Image is important in business. Customers often choose a recognised brand as they feel that they can offer them a better product or service just because they seem “bigger” and more “established”. By having an auto attendant, you can create a bigger business presence with your customers to gain additional credibility when they call. Even if you just have 1 line, you can still create the presence of a larger business with many different departments. See below:

If you decide to give your IVR options, then the option the customer chooses is displayed on the screen of your phone* before you answer it. This way you will know if this is a sales call, customer service call or accounts call. There is no limit to how many options you can have, however we always suggest you keep them concise.

*The ability to see the nature of the call requires a Cisco IP phone and line rental to be with Saffwood Communications

If different people fulfil different functions within your business, then making sure that the customer gets through to the right person or department first time is important. This reduces the amount of time the customer must wait, and gives a structured, professional feel.

Auto Attendants are only £9.99 per month including the phone number + VAT