PBX & Call Centre Solution

We can simplify and improve the customer and agent experience using our state-of-the-art VOIP PBX & Call Centre Solution which is based on VICIDIAL or FREEPBX.

 

Our complete contact center solutions and technology to help companies create better customer service experiences and more engaged call center agents. Discover our flexible, highly-scalable Cloud, Hosted and On-Premises options for the contact center, IVR/self-services, Google-maps integrated call centre solutions

Call centre for Small and Medium Businesses

Multi-Channel Mobile IP PBX with USB Dongles

Our revolutionary multi-channel IP PBX using voice SIM cards in USB  Dongles

  • Suitable for call centres with 8 – 10 agents

 

Business Features:

  • Simultaneous multi-channel incoming/outgoing calls using SIM cards
  • Calling Queues (ACD)
  • Interactive Voice Response (IVR)
  • Unlimited extensions
  • Conference Bridge
  • Ring Groups
  • Music on Hold
  • Wake Up Calls
  • Announcements
  • Calling Features
  • Three-Way Calling Support
  • Voicemail, Caller ID Support
  • Call Transfer
  • Call Recording
  • Do Not Disturb, Call Waiting
  • Call History/Call Detail Records
  • Call Event Logging
  • Caller Blacklisting

Telephony Support

  • Open Standards Support for Multiple Protocols
  • SIP, PJSIP, GSM
  • Softphone Support
  • Desktop/Mobile Phone support with SIP clients

Administration

  • WebGUI
  • Localization in both GUI and Sound Files for Multiple Languages
  • Backup and Restore Utilities
  • Custom Destination Administration
  • Web-based Config File Management When Needed
  • System Recording Management
  • GUI Controls for DNS, Network Settings
  • User Control Panel
  • Supported on Desktop, tablet and mobile devices
  • Call History (Details and Recording Playback / Download)
  • Contact Management
  • Settings Management
  • Find Me / Follow Me
  • Call Forwarding, Call Waiting, Do Not Disturb
  • Voicemail

 

 

1.  Call Centre Solution with Google Maps Integration for Capturing Customer Location

Engaged agents — Satisfied customers — A single, user-friendly UI for call agents.  cloud or hosted and on-premises workforce, quality and performance management solutions.

Ideal for Taxi Companies or any business establishment that needs the location of the customer to provide an efficient service

 

 

2. Traditional Call Centre Solution

Powerful tools create better customer relationships. Smooth interactions across inbound and outbound voice, email, SMS, chat and social interactions driven by customer profiles and preferences.

3.  Agent real time monitoring: 

Call time, Idle time, Pause times, Pause reasons, etc

1).  Unique features

  • Real time call recording
  • Agent monitoring panel
  • Agents can login remotely using a web browser
  • Ability to upload dialed number lists as Excel sheets
  • Call queuing
  • Agents can use Android smartphone as extension during Work From Home
  • Agent pause reasons
  • Web-browser based Admin Panel
  • Listen to agents conversations
  • Call auto answer

 

2). Standard features

  • Ability for an agent to call clients in succession from a database through a web-client
  • Ability to display fields like name, address, etc. filled-in
  • Ability to set a campaign to auto-dial and send live calls to available agents
  • Ability to dial predictively in a campaign with an adaptive dialing algorithm
  • Ability to transfer calls
  • Ability to broadcast dial to customers with a pre-recorded message
  • Ability to park the customer with custom music per campaign
  • Ability to have an agent take both inbound and outbound calls in one session(blended)
  • Ability to start and stop recording an agent’s calls at any time
  • Ability to automatically record all calls
  • Ability in Manual dial mode to preview leads before dialing
  • Ability for agents to be logged in remotely anywhere with just a phone and a web browser
  • Faster hangup and dispositioning of calls with one key press (HotKeys)
  • Definable Agent Wrapup-time per campaign
  • All calls are logged and statuses of calls are logged as well as agent time breakdowns
  • Several real-time and summary reports available
  • Real-time campaign display screens
  • Custom Music-On-Hold and agent alert sound for inbound calls
  • Estimated hold time, place in line, overflow queues and several other inbound-only features
  • Single agent call queuing
  • Inbound/outbound call reports
  • Agent reports
  • Agent performance reports
  • Ability to set user levels and permissions for certain features and campaigns
  • Ability for managers to enter conversations with agents and customers
  • Ability for agents to select a Pause Code when they are not active
  • Ability for agents to control volume levels and mute themselves
  • Ability for agents to view the statuses of other agents on the system
  • Ability for agents to view details for calls in queue that the agent is selected to take calls from
  • Ability for agents to select and click to take calls in queue from their agent screen
  • Agent shift enforcement by day and time, defined per user group
  • Web-based administration
  • DID, phone and carrier trunk provisioning through the web interface