Cloud IVR setup
Configure approved menus, business schedules and call-flow paths.
IVR & call centre services
Cloud IVR, CRM-linked routing, automated queues and call analytics.
Operating context
Scope around your business.
Connect customer calls to the right team with clear routing and escalation. Scope covers number/provider arrangements, queue behavior, CRM records and lawful recording or data handling requirements.
Intended outcome
A business-aligned solution with agreed validation evidence and an owned operating model.
CRM-integrated call routing
Join customer or account context with routing and agent workspaces.
Automated queues
Configure queue priorities, callbacks and escalation rules.
Call analytics platforms
Report agreed call volumes, waiting patterns and service measures.
Proprietary IVR management platform
Scope Rektrs call-flow administration, reporting and integration options.
Engagement priorities
- Agreed scope, owners and acceptance criteria
- Integration, access and data responsibilities
- Documentation, handover and support planning
Plan your engagement
IVR and CRM-connected call centres
IVR and call-centre services route callers through approved menus, queues and agent workflows. Rektrs scopes cloud IVR, CRM connections, callbacks and call reporting around business schedules and service responsibilities.
What is needed to design an IVR call flow?
Share call reasons, departments, languages, business hours and escalation rules. Review what happens when callers do not choose an option, agents are unavailable or a queue exceeds its agreed threshold.
How can calls connect to CRM records?
Map caller identification, permitted customer fields and agent actions. Access, matching exceptions and call-history ownership should be agreed before exposing account information.
Before implementation
Agree the work. Define the evidence.
We confirm your current systems, locations, process owners and required outputs. The proposal sets milestones, dependencies, acceptance criteria and support responsibilities for the agreed scope.