VoIP Call Centre and VoIP Call System
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
