VoIP Call Centre Technology

VoIP Call Centre Technology
VoIP Call Centre Technology

Our VoIP call centre and VoIP call system technology provides the standard features of our hosted switchboard system with the addition of a complete set of tools and features for inbound and outbound calls.

  • Click-to-dial from CRM databases
  • Wallboard displays for real-time call performance monitoring – such as: Calls answered, Calls made, Calls in queue, Missed calls, Average time to answer
  • Bespoke management reporting (see below for more information)
  • “Listen-in” feature for supervisors to monitor calls
  • Agent login and logout

Management reporting dashboard for call statistics

Our web-based reporting dashboard lets your customers see important statistics about their call activity in tabular and graphical form.   You can configure a customer’s dashboard to display exactly what they want on screen using a set of standard widgets and filters.   For example:

  • Number of calls made and received by specific users or teams each day, each week and each month
  • Number of calls answered and missed, hour-by-hour each day
  • Breakdown of outgoing calls each month by destination (landlines, mobiles, countries)
  • Average duration of calls
  • Average and peak call queuing time
  • Average and peak number of calls waiting in a queue

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    The screenshots below give you an idea of what can be done. Please call us to find out more and we will help you build your first set of reports.

    Examples of Reports in the VIP VoIP Reporting Dashboard

    VoIP reporting
    VoIP reporting