LONG DISTANCE SERVICES:

From our Local Business Lines and Long Distance services, Flexible Billing plans and user-friendly features, we'll provide you with every imaginable option to simplify your telecommunications issues and allow you to focus on important things – like servicing your customers.

Toll-Free Call Information Services – Providing valuable data about your customers

Call Information Services to help you get the most from your toll-free service by providing instant data on customers as they call, and by letting you use several different toll-free numbers, all terminating at one location.

Dialed Number Identification Service (DNIS) identifies for your agents which of your toll-free numbers has been dialed. That way, you can use several different numbers at the same time, answered by the same call centre. You can use different toll-free numbers for many purposes, such as to track the response rates to different advertising efforts.

Calling Line Identification (CLID) provides the number of the customer who is calling. It can be linked to a customer's computer record, providing the agent with immediate identification and profile of past transactions. This saves both agent and customer time, and leaves the caller with the feeling of being a valued customer.

TeleManager is an added ITP feature that gives you the power to make the most of your toll-free services. It provides you with information to detect and minimize the misuse of long distance and fraudulent calling. And because every business is unique and every department has its own analysis and reporting needs, TeleManager is flexible enough to give you your information in the following media: CD-ROM, disk, magnetic tape or paper.

Toll-Free Call Routing Services – More responsive, personalized customer service

Call Routing options from ITP enable you to configure your toll-free services to make optimum use of your resources. We strive to ensure that all your customers get the high level of customer service they demand.

Area Code Routing lets you route calls from difference parts of the country to the nearest call centre. Or route them internally to agents handling assigned regions. Calls divided by territories are easier to manage, and your agents have a better opportunity to get to know your customers.

Time of Day Routing lets you offer your customers extended calling hours by taking advantage of different time zones. For example, a Halifax centre could handle western calls until the Vancouver centre opens, and Vancouver could take the Atlantic region when Halifax closes for the day.

Day of the Week Routing allows you to offer seven-day calling economically. Route calls on slow traffic days - for instance, weekends - to one or two centres, rather than keep all locations open.

Day of the Year Routing provides for special arrangements on certain days - such as holidays - and can be scheduled up to 13 months in advance.

Call Allocator systematically routes calls to various locations on a percentage basis. You can predetermine call load and the network will apportion calls according to your present percentages. For instance, you could allocate 10% of calls to a Halifax centre, 20% to Montreal, 30% to Toronto, and 40% to Vancouver.

Exchange Routing recognizes a caller's area code and local exchange (the first three digits of a phone number) for even finer geographical segmentation. For instance, downtown exchanges could be routed to one call centre, and suburban numbers to another.

Local Area Administration will administer any telephone-company-initiated changes to the NPA-NXXs in a customer's routing arrangement for local calls.

Call Recognition Routing recognizes full 10-digit phone numbers enabling you to route your most valued customers to the appropriate agent for special treatment.