This area is mostly about effective solving of tasks connected with processing of mass calls. Inbound calls are processed by the interactive voice response system (IVR), competent contact center operators (agents) and/or specialists (of the contact center, customer and/or third-party companies) in accordance with a predetermined scenario. At the same time a dialogue form is filled in. Dialogue forms, mode and history of their completion, as well as audio records of contacts (calls) are definitely stored and may be handed over to analytical services of a customer and/or contact center later. Frequency and format of data submittal are determined by the customer.

Traditionally hot lines are used for:

• reference and information services;
• advertising campaigns and/or actions: contests, prize drawing, quizes;
• order receipt mechanism;
• technical and service support (help-desk);
• support of quality control system, including ISO 9001-5;
• online televoting.

To organize hot lines, the contact center Workline.CONTACT offers direct multichannel phone numbers in Moscow, St. Petersburg and/or any other Russian city. It is possible to purchase and/or hire toll-free numbers 8-800^*.

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8-800 service got its name for its origin: 800th index of US telephone network. Today, use of toll-free numbers is widely spread around the world. In Russia there are thousands of 8-800 numbers access to which is provided from any place in the country. A typical scheme of using 8-800 is as follows: a company gets one number for phone numbers of its services (subsidiaries or branches) where it places advertising and information, support and order receipt service. Customers and partners call this sole number and all incoming calls reach the required service or department. Besides, when company employees are on a business trip, they can call office to solve business problems without paying anything for outgoing calls.