Click to Call

What is Click To Call ?

“Click To Call” normally refers to a website feature where an website visitor asks to talk to webmaster or website representative ( may be even call center) by entering his phone number. So, this Click to Call facility in a website mainly involves establishing a call between a website visitor and a representative or customer service agent. It may involve monitoring of website visitors in real time and dialing the phone number entered by the visitor manually. But using an IVR ( Interactive Voice Response), this process can be automated as well as many intelligence could be put to use!

Click to Call and IVR:

Click to Call feature in website can be thought of outbound IVR which transfers the call to another number as per some configuration.

Here is the flow, how outbound IVR may turn into Click to Call engine for any website, either onsite or hosted.

Check New Customer Request

Check if any new request from visitor for Click To Call feature. If any new request with valid phone number has arrived, go to step below.

Call To Visitor Number

Check if the website representative or customer service agent is free, then call the visitor number.

Call To Website Representative

Call the website representative number.

Call Bridging

Connect both the calls.One may use either call transfer or call bridging for connecting both the calls. In an on premise implementation, call transfer may work during office hours, but in case of hosted IVR platform, it will always be call bridging.So, if you have already IVR system in your office, you might as well have Click To Call feature for your website which can be used to customer service, enquiry generation and conversion an online marketing analysis.
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