Voice for Call Centres

No connectivity means no income if you’re running a call centre. The ability to make and receive calls is everything. All call centers, whether small or large-scale, should have an effective and efficient phone system.

Here are some of the ways PBX systems benefit Call Centers specifically

1. Cost savings – a virtual PBX requires little or no infrastructure as it uses the Internet to deliver connectivity. Virtual systems are more cost-effective and easier to maintain compared to maintaining in-house legacy technology.
2. Scalability – a virtual solution means your telecommunications requirements can grow with your business.
3. Traceability – a PBX allows you to track call data, which can help with billing and budget allocation.
4. Other benefits include reliability and redundancy, automatic upgrades and superior voice quality.

Never Miss a Call – Advanced Contact Center Reporting

Monitor call queues in real-time and ensure nobody is missing that important inbound call.

• Real-time monitoring
• Detailed reports of longest wait time and abandoned calls
• Statistics on SLA and Callback
• Call Back option for customers not willing to wait

Advanced Queue Strategies and Real-Time Statistics

Monitor how long customers are kept waiting and the time agents spend on a call.

• Monitor user activity and extension statistics reports
• Check average talk time and call distribution
• Queue answered calls by wait time
• Take note of SLA and callback statistics

Track Agent Performance

Track your call center’s performance and reduce unnecessary customer loss.

• Listen in to hear important calls without your agent’s knowledge
• Use the whisper function to train new agents during a live call
• Barge in and take control of a call when agents get it wrong
• Live chat and talk with your website visitors

Tailored to Outbound or Inbound Call Centre Needs

When it comes to virtual call center software, there is a big difference between outbound and inbound contact centers. We offer tailored solutions to suit your call center needs and priorities.

• An automatic call distributor to assign calls to agents as they come in
• Predictive Dialer is ideal for Outbound call centres and debt collection companies
• Outbound IVR for marketing, political campaigning, and market research using pre-recorded or synthesised voices.
• Voicemail detection to either hang-up or leave a message
• Phone Survey to poll customers
• Voice Broadcasting to send SMS messages with interactive responses using the phone keypad.
• DNC (Do not call) Lists for contacts who do not want to be called.