SilverCallA SilverOps product

From the first ring to the last line.

A call moves through six moments. The seconds below come from an example call to a service centre.

Example call

  1. 00:00Rings
  2. 00:01Answers
  3. 00:05Understands
  4. 00:22Handles
  5. Transferswhen needed
  6. 00:35Writes

Second by second

Pick a moment to see what happens in that second, what is said and what reaches the panel.

Rings 00:00

The phone rings and the call is answered, after hours and at rush hour alike. The greeting uses your business's name.

In the panelline: incoming, after hours

Answers 00:01

SilverCall answers and listens. No menu, no keys: the caller explains what they need in their own words, in natural Turkish.

Example

Caller

Merhaba, aracımın bakım zamanı geldi.

Hi, my car's due a service.

In the panelstatus: in call

Understands 00:05

It works out what is being asked and what it needs: the subject, the day, the time, how many people. If something is missing, it asks.

Example

Caller

Yarın için randevu alabilir miyim?

Could I get an appointment tomorrow?

In the panelintent: appointment · detail: routine service

Handles 00:22

It answers the question, books the appointment or reservation and qualifies the request.

Example

SilverCall

Yarın 09.30'a yazıyoruz.

We're booking you in for 9.30am tomorrow.

In the panelappointment: tomorrow 09:30

Transfers when needed

When a person is needed, it puts the call through to the right one, with the full context.

Example · From another example call

SilverCall

Sizi şimdi satış ekibimize aktarıyoruz, lütfen hattan ayrılmayın.

We're putting you through to our sales team now; please stay on the line.

In the paneltransfer: sales team

Writes 00:35

When the call ends, its summary lands in the panel and the CRM.

Example

Summary: Caller booked a routine service for 9.30am tomorrow.

In the panelsummary: written to the panel

One day, three calls.

Pick a call on the timeline. Watch how the system answers it, what it understands and what it writes to the panel.

This is a simulation. Businesses, times and numbers are examples. There is no audio; the calls are in Turkish with English subtitles.

Example call 22:47 after hours service centre

  1. System 00:00

    Answered after hours.

  2. Caller 00:05

    Merhaba, aracımın bakım zamanı geldi. Yarın için randevu alabilir miyim?

    Hi, my car's due a service. Could I get an appointment tomorrow?

  3. SilverCall 00:11

    Yarın sabah 09.30 ya da öğleden sonra 14.00 boş. Hangisi size uyar?

    Tomorrow we have 9.30am or 2pm free. Which suits you?

  4. Caller 00:18

    Sabah olsun, işe gitmeden bırakırım.

    The morning, please. I'll drop it off on my way to work.

  5. SilverCall 00:22

    Yarın 09.30'a yazıyoruz. Size bu numaradan mı ulaşalım?

    We're booking you in for 9.30am tomorrow. Is this the best number to reach you on?

  6. Caller 00:26

    Evet, bu numaradan.

    Yes, this number.

  7. SilverCall 00:29

    Randevunuz yarın saat 09.30'da. Görüşmek üzere, iyi geceler.

    You're booked in for 9.30am tomorrow. See you then, good night.

  8. System 00:35

    Call ended. The summary is in the panel.

Panel Example record

time
22:47
duration
00:35
caller
0532 ••• •• 41
outcome
Appointment: tomorrow 09:30
summary
Caller booked a routine service for 9.30am tomorrow.
transfer
not needed
Full transcripts of the example calls

Example call 22:47 after hours service centre

  1. 00:00System

    Answered after hours.

  2. 00:05Caller

    Merhaba, aracımın bakım zamanı geldi. Yarın için randevu alabilir miyim?

    Hi, my car's due a service. Could I get an appointment tomorrow?

  3. 00:11SilverCall

    Yarın sabah 09.30 ya da öğleden sonra 14.00 boş. Hangisi size uyar?

    Tomorrow we have 9.30am or 2pm free. Which suits you?

  4. 00:18Caller

    Sabah olsun, işe gitmeden bırakırım.

    The morning, please. I'll drop it off on my way to work.

  5. 00:22SilverCall

    Yarın 09.30'a yazıyoruz. Size bu numaradan mı ulaşalım?

    We're booking you in for 9.30am tomorrow. Is this the best number to reach you on?

  6. 00:26Caller

    Evet, bu numaradan.

    Yes, this number.

  7. 00:29SilverCall

    Randevunuz yarın saat 09.30'da. Görüşmek üzere, iyi geceler.

    You're booked in for 9.30am tomorrow. See you then, good night.

  8. 00:35System

    Call ended. The summary is in the panel.

Trace

  1. 00:00line: incoming, after hours
  2. 00:05intent: appointment, routine service
  3. 00:11availability: tomorrow 09:30, 14:00
  4. 00:22appointment: tomorrow 09:30 held
  5. 00:29contact: caller's number confirmed
  6. 00:35summary: written to the panel

Panel Example record

time
22:47
duration
00:35
caller
0532 ••• •• 41
outcome
Appointment: tomorrow 09:30
summary
Caller booked a routine service for 9.30am tomorrow.
transfer
not needed

Example call 12:41 rush hour restaurant

  1. 00:00System

    Lunch-service call, answered.

  2. 00:05Caller

    Cumartesi akşamı altı kişilik bir masa arıyorum. Bahçede olabilir mi?

    I'm after a table for six on Saturday evening. Could it be in the garden?

  3. 00:11SilverCall

    Cumartesi bahçede 19.00 ve 20.00 için altı kişilik masa var. Hangisini ayıralım?

    On Saturday we have a garden table for six at 7pm or 8pm. Which shall we hold?

  4. 00:17Caller

    Sekiz olsun. Bu arada otopark var mı?

    Eight, please. Is there parking, by the way?

  5. 00:21SilverCall

    Evet, restoranın hemen arkasında misafirlerimize ayrılmış bir otopark var. Rezervasyonu bu numarayla oluşturalım mı?

    Yes, there's a car park for guests right behind the restaurant. Shall we put the booking under this number?

  6. 00:28Caller

    Olur, teşekkürler.

    Yes, thanks.

  7. 00:30SilverCall

    Cumartesi 20.00, bahçe, altı kişi. Görüşmek üzere.

    Saturday, 8pm, the garden, six people. See you then.

  8. 00:34System

    Call ended. The summary is in the panel.

Trace

  1. 00:00line: incoming, rush hour
  2. 00:05intent: reservation, 6 people, Saturday
  3. 00:11availability: garden 19:00, 20:00
  4. 00:21question: parking, from the knowledge base
  5. 00:30reservation: Sat 20:00, garden, 6 people
  6. 00:34summary: written to the panel

Panel Example record

time
12:41
duration
00:34
caller
0541 ••• •• 07
outcome
Reservation: Sat 20:00, garden, 6
summary
Garden table for six on Saturday evening. Asked about parking; answered.
transfer
not needed

Example call 10:06 office hours furniture manufacturer

  1. 00:00System

    Office-hours call, answered.

  2. 00:05Caller

    Yeni ofisimiz için toplu sandalye almayı düşünüyoruz. Fiyat alabilir miyim?

    We're thinking of buying chairs in bulk for our new office. Could I get a price?

  3. 00:11SilverCall

    Memnuniyetle. Doğru teklif için birkaç soru soralım: yaklaşık kaç adet ve ne zaman teslim almak istersiniz?

    Gladly. A few questions so the quote is right: roughly how many, and when do you need them?

  4. 00:19Caller

    Yüz yirmi civarı. İki ay içinde lazım.

    Around a hundred and twenty. Within two months.

  5. 00:24SilverCall

    Teslimat hangi şehre olacak?

    Which city are they going to?

  6. 00:27Caller

    İstanbul.

    Istanbul.

  7. 00:29SilverCall

    Teşekkürler. Sizi şimdi satış ekibimize aktarıyoruz, lütfen hattan ayrılmayın.

    Thank you. We're putting you through to our sales team now; please stay on the line.

  8. 00:34System

    Transferred: Sales team

Trace

  1. 00:00line: incoming, office hours
  2. 00:05intent: quote request, bulk order
  3. 00:27qualification: ~120 units, 2 months, Istanbul
  4. 00:29decision: qualified, to sales
  5. 00:34transfer: sales team, connected
  6. 00:34summary: written to the panel

Panel Example record

time
10:06
duration
00:34
caller
0212 ••• •• 30
outcome
Qualified lead: about 120 chairs, 2 months, Istanbul
summary
Bulk chair quote requested; quantity, timing and city collected.
transfer
Sales team

Not a 'press 1' menu. Not a virtual PBX either.

Example 'press 1' menu (IVR) tree. An example 'press 1' menu tree reaches a dead end after six steps; SilverCall's line finishes the job in two turns.
  1. For bookings, press 1.
  2. For billing, press 2.
  3. For anything else, please hold.
  4. Sorry, we didn't catch that. Returning to the main menu.

Example

Caller

Perşembe öğleden sonraki randevumu cumaya alabilir miyiz?

Could we move my Thursday afternoon appointment to Friday?

SilverCall

Tabii. Cuma 15.00 uygun, oraya alıyoruz.

Of course. Friday at 3pm is free; we're moving it now.

'Press 1' menuSilverCall
What the caller doesPresses keysTalks
OptionsWhatever is on the menuWhatever the caller says
When the request doesn't fitBack to the start, or holdPut through to the right person
After the callA list of key pressesA summary and a line in the panel

A virtual PBX picks up and routes the call to an extension; a person still does the talking. SilverCall does the talking itself: it works out what the caller wants, gets the job done on that call and, if a person is needed, puts the call through to the right one.

If a person is needed, the call reaches the right one.

We agree with you during setup which calls go to whom, and when. A transferred call goes through with the full context.

Example

  • Sales
  • Service
  • Accounts
An example transfer: one line splits three ways, to sales, service and accounts.

What a call leaves behind

Every call becomes one line in the panel. Each field answers one question: when, who, what they wanted, how it ended.

Example record

Time and durationWhen the call came in and how long it lasted.
10:06 · 00:34
CallerThe caller's number, masked in this example.
0212 ••• •• 30
IntentWhat the caller wanted.
quote request, bulk order
Details collectedWhat was asked and answered on the call.
about 120 units · 2 months · Istanbul
OutcomeHow the call ended.
qualified lead
TransferWho the call went to, if anyone.
Sales team
SummaryA short summary of the conversation.
Bulk chair quote requested; quantity, timing and city collected.
  1. 21:15
    Intent
    information
    Outcome
    opening hours and address given
    Transfer
    not needed

    Asked what time the service centre opens and where it is.

  2. 23:40
    Intent
    appointment change
    Outcome
    new time: tomorrow 14:00
    Transfer
    not needed

    Moved tomorrow's service appointment to the afternoon.

  3. 03:12
    Intent
    appointment
    Outcome
    this morning 09:30
    Transfer
    not needed

    Booked a new service appointment for this morning.

  4. 06:48
    Intent
    breakdown
    Outcome
    roadside assistance number given
    Transfer
    note to the service adviser

    Car won't start; would like a call when the centre opens.

  5. 07:55
    Intent
    cancellation
    Outcome
    11:00 appointment cancelled
    Transfer
    not needed

    Cancelled today's appointment; the slot is free again.

Example panel view. Records are illustrative.

The same panel holds SilverReply's messages too.

Set up once. Kept open every day.

  1. Discovery call.

    We map your line, your hours and the questions you get most. Pricing comes after this call.

  2. Setup.

    The knowledge base, booking rules and transfer paths are built around your business.

  3. Operation.

    Once live, it stays with our team: monitored and kept up to date.

What we need from you

  • Your opening hours.
  • The questions you get most, and their answers.
  • Your booking or reservation rules.
  • Who takes which call.

No membership, no trial, no list price.

Your line is next.

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