What is a Virtual Number
A virtual number is a telephone number that is not tied to a specific phone line or device. Instead, it is hosted on the cloud and can be accessed from anywhere, providing a flexible communication solution for businesses. On the Mteja platform, virtual numbers are integral to our call centre solution, enabling businesses to maintain a professional presence across multiple regions without the need for physical phone lines.
Availability and Providers
Mteja offers virtual numbers from Kenya, Uganda, Nigeria, and the United States. In Kenya, our virtual numbers are provided by telco providers Safaricom and Airtel.
Virtualisation on Safaricom SIM Numbers
In Kenya, businesses can virtualise their existing Safaricom SIM numbers on the Mteja platform. This process allows a business-owned Safaricom SIM number to be transformed into an inbound-only virtual number, capable of handling multiple incoming calls simultaneously. This is particularly beneficial for businesses whose customers are already familiar with their existing customer care number and wish to continue using it on the platform.
The virtualisation process involves:
SIM Virtualisation: The existing Safaricom SIM number is taken through a virtualisation process, allowing it to be utilised on the Mteja platform.
Inbound Call Handling: Once virtualised, the number can manage multiple incoming calls, making it ideal for customer support and inquiries.
Hunting Number: Safaricom also provides a 'hunting number,' which is an existing virtual number that supports both inbound and outbound calls. This can be used for outbound calls to the customers.
Virtualisation is best for businesses that want to maintain their established customer care number while benefiting from the advanced features and scalability of the Mteja platform. The process is reversible.
Bring-Your-Own Box (BYOB) Model
Businesses interested in using our Cloud Call Center service in countries where we do not provide virtual numbers can do so through our "Bring-Your-Own (SIP) Provider" model. This allows businesses to leverage our IVR (Interactive Voice Response) services while connecting via their local SIP (Session Initiation Protocol) provider.
Here’s how it works:
Integration with Local SIP Providers: Businesses can integrate our call center solution with their existing SIP provider in their country. If a business does not currently have a SIP provider, they can source one locally for the integration.
Access to Full Call Center Functionality: Once integrated, businesses will have access to all the functionalities of our call center service, including advanced call management features, reporting tools, and support for multiple communication channels.
Subscription Plans
To utilise the call centre solution with virtual numbers on Mteja, businesses must subscribe to either the Business or Enterprise subscription plan. These plans provide the necessary features and support to manage a virtual call centre effectively, including advanced call routing, analytics, and integration with other business tools.
By leveraging virtual numbers on the Mteja platform, businesses can enhance their communication capabilities, expand their reach, and improve customer service, all while maintaining operational flexibility.
To get started on the call center service reach out to us on support@mteja.io.