Your one-stop shop for flexible call routing
Intelligently route and manage calls with FreeClimb’s advanced routing and call control solution. Business and IT teams gain full control over key elements of their voice services at the network level—from managing call flows and IVR prompts to analyzing and enhancing call quality—enabling seamless customer experiences, reducing wait times, and minimizing operational costs.
Adaptive call routing
Direct calls to specific destinations and define how they are handled using custom routing rules and transfer logic.
Call clarity enhancement
Optimize the intelligibility of every conversation with real-time audio enhancement and noise suppression.
Built-in disaster recovery
Fail-proof your operations from outages and other disruptions with fault-tolerant (n+n) architecture, automatic failover capabilities, and 99.999% uptime.
Best-in-class communications
Ensure calls always make it through the first time with unparalleled voice quality, ultra-low latency, and zero jitter through our Tier-1 interconnects.
Advanced analytics & reporting
Gain granular insights across the entire call lifecycle to identify bottlenecks, uncover key trends, and optimize performance.
Enterprise-grade security and compliance
Adhere to the most rigorous compliance and security standards across various industries, with certifications for HIPAA, PCI DSS, SOC 1 and SOC 2, and CPNI.
Dynamically route calls to the right resource with customizable logic
FreeClimb’s Routing and Call Control (RACC) platform is a powerful, cloud-based routing engine that centralizes the management and control of voice traffic. Through an intuitive web portal, businesses can configure both simple and sophisticated routing rules to direct inbound local and toll-free calls to a combination of destinations, including OnNet (FreeClimb), OffNet (PSTN), and direct connect (SIP) endpoints.
With the flexibility to adjust routing rules in real time, businesses can quickly adapt to fluctuations in traffic patterns, changes in business hours, or unexpected surges in call volume.
Smart call routing
Efficiently distribute voice traffic based on a wide range of factors, such as Automatic Number Identification (ANI), Originating Line Indicator (OLI), geographical location, time and date, holiday, or percentage-based allocation for load balancing.
Network transfers
Businesses with multiple locations can seamlessly route calls without disrupting the call flow or customer experience, all while maintaining optimal voice quality and performance.
Alternate destination routing (ADR)
In the event of high system traffic, FreeClimb directs calls to backup routes, ensuring continuous service.
Call retry logic
The platform automatically retries connections when the initial call attempt fails due to network congestion, busy line, or other temporary issues, improving call completion rates.
Hassle-free implementation
Seamlessly integrate with external IVR, ACD, CTI systems, helpdesks, and most major CCaaS, including Amazon, Google, TalkDesk, Genesys, Nuance, and Avaya, unifying workforce engagement tools, workflows, and customer interactions across channels.
Take advantage of powerful call control capabilities
Define how your IVR system routes calls, optimize your call handling strategy, and build a comprehensive customer care solution with our advanced features.
By monitoring both the volume and frequency of calls into the platform, FreeClimb can quickly identify potentially high-risk or harassing callers and either route them to a specialized team of agents, reject them altogether for enhanced security, or apply custom treatment as defined by the customer, such as sending the caller to voicemail.
Direct calls arriving from various customer-facing numbers to a single department, agent group, or IVR, consolidating them into a unified IVR flow through a single routing rule, streamlining operations and ensuring consistent service. Ideal for businesses with multiple phone numbers or marketing campaigns.
Manage high call volumes by queueing calls until the intended destination becomes available, providing real-time updates, estimated wait times, and callback options to reduce customer frustration.
Direct both domestic and international phone calls to specific destinations based on elements of a customer’s ANI, including country code, area code, NPA-NXX, and full originating number.
Customize and dynamically configure the messaging that plays to customers before they are routed to their destination, such as business hours, promotional offers, or navigation instructions.
Automatically record and store calls based on criteria like inbound routing group, outbound destination, or a combination of predefined criteria. For example, customer support calls can be recorded for training, while sales calls are recorded only under specific conditions, ensuring security and confidentiality.
Quickly route calls to frequently dialed numbers or departments, reducing wait times and improving efficiency.
Collect customer feedback through customizable post-call surveys to measure satisfaction and improve service quality.
Voice clarity measurement and enhancement: Enhance the quality of every conversation
Clearer calls lead to fewer misunderstandings, faster issue resolution, reduced call handle time, and higher customer satisfaction (CSAT) scores. However, there is no “one-size-fits-all” solution to achieving consistently high audio quality—it requires intelligent, dynamic enhancement.
FreeClimb’s patented voice enhancement technology optimizes speech clarity of calls in real time, ensuring every conversation is intelligible and free of disruptions. By analyzing and measuring the specific conditions of each call leg, FreeClimb selectively enhances critical voice frequencies, suppresses disruptive background noise, and enhances the quality of audio streams. Whether in a bustling office, a remote area with limited connectivity, or on a mobile device, FreeClimb’s adaptive technology continually adjusts to deliver optimal call quality, regardless of the environment.
Streamline self-service with dynamic IVR
Quickly design, build, and modify multi-level IVR applications with no coding experience. Our intuitive user interface makes it easy to dynamically create informational and segmentation call flows in minutes using pre-recorded audio.
Whether adapting to evolving customer needs or launching new services, businesses can quickly update their IVR applications without relying on developers or IT teams.
Get full visibility into
call performance and activity
Unlock comprehensive visibility into every aspect of the call lifecycle—from initial contact to call termination. With instant access to key data on every call flow, routing decision, and destination dialed, businesses can quickly identify issues and streamline operations.
Monitor critical metrics that directly impact your business, such as call volume, wait times, and call outcomes, all visualized through dynamic graphs for easy analysis.
Call start and end time
Track exactly when a call begins and ends, including which agent skill group handled the interaction, the duration of each segment, and any transfers that may have occurred.
Sentiment detection
Assess how effectively a call is progressing with insight into customer emotions and satisfaction levels, enabling teams to make proactive adjustments to improve service quality.
Customizable reports
Generate detailed, on-demand reports or schedule automated deliveries with ease. Choose from over 20 standard report templates, or partner with us to develop a fully customized report to meet your specific needs, providing deep insights into your call data.
Audit logging
Maintain secure, transparent records of all changes made through the self-service portal, supporting thorough quality assurance practices and compliance.
Minimize risks and maximize ROI with professional support
Get your call routing solution right the first time with expert support. Our team of engineers and consultants work closely with you to design and implement a routing and IVR solution tailored to your business. From initial deployment to continuous optimization, we minimize risks, streamline setup, and continuously optimize performance for ongoing success.
How a major U.S. retailer automated over 70% of calls with FreeClimb
A leading U.S. retailer handled millions of calls annually placed to its 250+ locations. In selecting a technology partner, they turned to FreeClimb to implement a sophisticated call routing solution that dramatically reduced call handling costs, minimized telecom expenses, and enhanced the overall customer experience.
Over 70% of incoming calls successfully routed
Reduced deployment and maintenance costs for store systems
Eliminated costly 1-800 numbers and legacy PSTN networks