# REDPALM ENHANCES CLIENT ENGAGEMENT WITH VIA’S ADVANCED CALL ROUTING SOLUTION  Author: Pal Sinha, Barnali Author URL: https://financedigest.com/author/pal-sinha-barnali Published: 2016-10-15 Category: NEWS Category URL: https://financedigest.com/category/news Meta Title: Innovative Call Flow and Routing System | Redpalm Meta Description: Revamp your telephony network with VIA Voice, a cloud-based UC solution, improving customer satisfaction and operational efficiency for inbound phone calls. URL: https://financedigest.com/redpalm-enhances-client-engagement-with-vias-advanced-call-routing-solutionhtml ![undefined](https://prod.superblogcdn.com/site_cuid_cm5qst7v3003gwirgwqtxn8i8/images/0o1a0276-62-1736844443695-compressed.jpg) Redpalm Technology Services, the IT specialist, has deployed an advanced and innovative call flow and routing system to improve customer satisfaction and operational efficiency when handling inbound phone calls. The bespoke routing solution forms part of the company’s new cloud-based unified communications (UC) platform from VIA. After experiencing several issues with its previous VoIP provider, including poor call quality, high call failure rates and limited conferencing functionality, Redpalm opted to completely revamp its telephony network by installing VIA Voice, the internet-based UC solution that incorporates Skype for Business. The platform allows employees to talk, instant message, email and video chat across a variety of devices, such as landlines, smartphones, PCs, and tablets, regardless of location. VIA Voice has helped Redpalm to consolidate communications and improve connectivity between employees based at two sites in Northampton as well as its team in central London. The [key reason for opting for VIA Voice](https://www.financedigest.com/b2b-specialist-pr-agency-the-digital-voice-announces-four-key-account-wins-as-it-celebrates-its-tenth-birthday.html "B2B specialist PR agency The Digital Voice announces four key account wins as it celebrates its tenth birthday") was the comprehensive functionality surrounding call flow and routing, easily setup, modified and managed from VIA’s real-time management portal, which also allows Redpalm to observe trends, evaluate the usage and productivity of its employees, plus monitor costs. As Redpalm operates multiple departments, from [Account Management to Sales](https://www.financedigest.com/flooded-battery-to-remain-top-choice-across-industries-accounting-for-49-0-of-lead-acid-battery-sales-in-2021-future-market-insights.html "Flooded Battery to Remain Top Choice across Industries, Accounting for 49.0% of Lead Acid Battery Sales in 2021: Future Market Insights") to Support, it’s important that clients and potential customers are quickly directed to the most suitable contact. VIA’s multi-layered routing system has ensured this is the case, with Redpalm being able to [create a bespoke call flow to fit](https://www.financedigest.com/creating-a-skilled-workforce-fit-for-the-future.html "Creating a skilled workforce fit for the future") their exact requirements. The [business has created different call flows to fit with a number of pre-determined scenarios](https://www.financedigest.com/extracts-and-distillates-market-overview-high-demand-recent-trends-future-growth-business-scenario-technology-2022-2029.html "Extracts and Distillates Market Overview, High Demand, Recent Trends, Future Growth, Business Scenario & Technology 2022-2029"), such as incoming calls received outside of business hours, during times of high activity, or when certain staff are unavailable. The routing platform also incorporates an automated attendant with holding music and narration, helping to create a professional image. Olly Cogan, CEO of Redpalm [Technology Services](https://www.financedigest.com/talent-acquisition-staffing-technology-and-services-market-to-reach-usd-196-1-bn-by-2028-comprehensive-research-report-by-fmi.html "Talent Acquisition & Staffing Technology and Services Market to reach USD 196.1 Bn by 2028 – Comprehensive Research Report by FMI"), said: “VIA Voice has helped us to improve not only how we talk to each other, especially between offices, but also how we connect with our clients. As an IT services provider this is incredibly important and the innovative call routing system is already paying dividends, cutting call [times and boosting the overall customer](https://www.financedigest.com/how-real-time-data-innovation-is-driving-up-customer-experience-in-fintech.html "How real-time data innovation is driving up customer experience in fintech") experience.” Alex Tebbs, Director, VIA: said: “Our team of expert software developers has created a unique and extremely valuable online portal that sits at the heart of our fully-hosted [unified communications](https://www.financedigest.com/unified-communications-a-lifeline-in-crisis-and-a-lifestyle-in-the-new-normal.html "Unified communications, a lifeline in crisis and a lifestyle in the new normal") portfolio. From modifying call routing systems or adding new users, to analysing usage and the cost of calls, the VIA portal ensures that our [products are flexible](https://www.financedigest.com/flexible-pay-can-boost-low-productivity-in-the-uk.html "Flexible pay can boost low productivity in the UK"), agile and sit head and shoulders above the rest.” Olly continued: “We are also a system integrator for Unified Communications, which means we possess a deep knowledge of the [market and technologies](https://www.financedigest.com/mldw-technology-market-size-share-top-leading-companies-consumption-drivers-trends-forces-analysis-revenue-challenges-and-global-forecast-2028.html "MLDW Technology Market: Size, Share, Top Leading Companies, Consumption, Drivers, Trends, Forces Analysis, Revenue, Challenges And Global Forecast 2028") on offer. We chose to implement VIA Voice having reviewed multiple different hosted voice platforms. We have also made VIA Voice a leading offering to our [customers based on our experience](https://www.financedigest.com/getting-customer-experience-right-in-financial-services.html "Getting customer experience right in financial services") of using the platform in-house.” --- This blog is powered by Superblog. Visit https://superblog.ai to know more. ---