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Live-Call Routing (IVR)

Leverage AlertOps Live-Call Routing as a standalone IVR System OR Ingest missed calls and initiate a missed call alerting and escalation chain.
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Powerful built-in IVR system

AlertOps Live-Call Routing is a lightweight, but powerful, built-in IVR system that leverages the full range of alerting and automation capabilities of the tool, without the price point of a full blown IVR or outsourced answering service.

Product Capabilities

Notify All Team members at once to allow the first person to answer the calls, or ring through them in a desired order.

Generate rich notifications with direct access to any Voicemail left as well as generate tickets in your PSA / Service Desk Tool.

Leverage Response data to monitor who is answering calls, which calls are escalated, how many calls go unanswered, and more.

Easily track timestamps, answered, or missed status, and durations of your Customer Calls

How does AlertOps live call routing work for MSP’s?

A routing phone number will be given to your team by AlertOps. Callers are asked to choose a phone number by dialing the routing number. They are linked to a team by this number, which is connected to the chosen number.

 

As soon as an incoming call is received at your routing phone number, AlertOps will promptly notify all pertinent members of your on-call team.

 

AlertOps raises the call to the next person available the moment a team member does not reply. Callers will be able to leave a message and AlertOps will start a notification and escalation mechanism if there is no response, ensuring that the call is returned.

Checkout the other MSP Offerings

On-Call / After-Hours Alerting

Review which calls were answered or missed as well as notify and escalate on any incoming or missed calls!

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SLA-Based
Alerting

Different escalation paths as well as send stakeholder notifications and updates as SLAs are approaching or being breached.
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Live-Call Routing (IVR)

AlertOps live-call routing enabled customers to call in and route to the appropriate technicians based on the desired sequence, schedule based on time of day, or directly to voicemail

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Major Incident / Manual Alerting

Users can Kick off, process, and respond to incidents from any tool whether it’s a mobile app, web application, chat tool
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Alert / Ticket
Noise
Reduction

Point your monitoring tools directly at AlertOps, to reduce noise, filter which alarms warrant creating tickets, and make your service desk more actionable.
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Mobile
Response

Update virtually any field in the ticket using custom actions to ConnectWise Manage. Ie. Update Priorities, Assignment, change Boards, etc
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Customer Updated Tickets

Notify on-call or scheduled technicians upon updates to customer generated tickets. Immediately initiate notification and escalation process for Customer Updated tickets to provide more immediate response!
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Chat Channel Notifications

Microsoft Teams and Slack to directly post to specific channels. We see that customers are often in shared channels with MSPs, provide alerting directly to shared client channels.
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Business Hours Alerting

Tickets left unattended after a certain period of time during the business day kickoff custom notification rules to escalate directly to management
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Open inbound and Outbound API

AlertOps can capture virtually any data sent to the system via E-mail or REST API. In addition to capturing the data.
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To learn more on how AlertOps can be the most powerful tool that your Business needs right now.

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MSP Customer Reviews

We've had AlertOps for a couple of years now and are extremely happy with the results. Our techs rely on the convenience of launching the mobile app to check in on this assigned alerts. As the manager, I have found it easy to schedule our resources during on call hours and holidays. Support issues when needed, have always been handled in a timely fashion. Keep up the good work!

Rod Vasquez Intelice Solutions

We've been using AlertOps for over a year and our team loves it. It's reliable, easy to use compared to other applications, and even the support team is fantastic at responding and getting to a solution. I'm very impressed and highly recommend!

Shams W.Pawel WhyReboot

We really like the flexibility that AlertOps provides. Adding or removing someone from our on call rotation is significantly easier then what we were using before (OnPage). Also their support is great, Kam specifically helped me build out our entire call tree.

Eli Haas Vision Computer Solutions

We switched to AlertOps from a different platform for a number of reasons, such as flexibility in schedule changes when someone is off, adding Stat holidays to the existing schedules, combination of multiple schedules and teams and others. I appreciate fine tuning that can be set up with ConnectWise. I am pretty sure I have lots yet to discover though.. So far, whenever I ask - is it possible, the answers were - yep :-).

Lena Glazunova Manawa

We switched to AlertOps from another competitor. We saved money, the integration works better, and we have received more support. It's important that you can rely on your on-call system and Alert Ops works great.

Sean Harris A Leap Ahead IT

AlertOps is very convenient and it is great that it auto creates a ticket. It makes the on call process for our organization so much easier.

Dawson Roeber Community Care partners

Alert ops has made our after hours process a 1000x better. Consistent alerts that never fail and completely allow you to customize what it looks like for you!

William McKee GFI Digital

AlertOps is great! Super flexible to work with, robust platform, and tightly tuned into their customer's feedback. Very nice to work with.

Tyler Reynolds MB Technology Solutions

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