The Client

At Phoneta they’re always on the phone so you don’t have to be.

The company is a specialist in telephone answering, automated call handling and routing. The company takes and routes calls 24 hours a day, 365 days a year and has doneso for over 27 years. With a specialism in Veterinary practice and other 24/7 on-call businesses and practices, their system will automatically find an on-call professional, regardless of the hour.

The Challenge

Phoneta’s existing manual call handling system needed to be reviewed and optimised,
in order to maintain their excellent levels of customer service and support future growth.

The required features which effectively defined a digital product in its own right and
included: -

Integrated case management system, integration with telephony platform to allow smart
caller detection and routing, automated call scripts and ‘best next action’ prompts to
increase customer satisfaction and operator productivity, and sophisticated out-of-hours
availability scheduling to allow calls to be routed to relevant on-call person/vet/doctor/

This is just a sample of the design features we needed to address.

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