Hosted Call Center Solutions

Solutions for Any Size Business

Until now – having a call center meant that you had to be prepare to purchase and maintain expensive and sophisticated equipment, hire experience managers that were able to manage and supervised the sophisticated functionality of the equipment, and house as many agents as you needed in a single location. That is all part of the past with IPFONE’s Hosted Call Center solution.

IPFONE's Hosted Call Center solution is configured and customized to meet the unique needs and requirements of your business. We offer all the features you may need to start and manage a successful inbound or outbound call center.

Features include Call Agents, ACD Queues, Comprehensive Reporting, Real Time Queue Statistics, Real Time Queue Monitoring, Agent Desktop Soft Client Phone, Skills Based Routing, and many more. It is design to be fully scalable and easily administer by any person even without previous call center experience.

24/7 Support:

With IPFONE’s Hosted Call Center Solution, you have access to 24/7 local on-site and remote technical support. Whether you need someone to come to your office and help train a new employee, answer a questions you may have, or make any configuration changes you may need on the fly – a dedicated team of experience technicians are ready to assist you.

ACD WallboardAutomatic Call Distribution (ACD)

Using sophisticated routing rules and schedules, callers are routed to the right queue, where the caller is then transferred to the next available agent with the correct skills necessary. Agents can be on site, remote or mobile agents.

IVR/Auto Attendant

Using voice prompts, callers are provide with a number of options for them to choose, in order to route their call correctly or identify the best employee or agent to assist them.


When a call arrives to an ACD Queue, the system checks to see if there are any agents available. If there at not, it automatically places the call in the Queue, where the caller hears pre-defined messages and music on hold you choose / record. Once an agent becomes available – the call is transferred to them.

Call center gui interfaceAgent and Supervisor Desktop Soft Client - Integration

Desktop call center agent and supervisor soft clients provide comprehensive yet easy to use GUI interface that helps end users efficiently manage their fast-paced workflow, from anywhere with an Internet connection. Agents are able to manage any situation quickly with peers and supervisors, with features such as integrated chat, presence, email and conferencing; as well as integration with CRM and other business applications.

Virtual Remote Agent

Agents no longer have to be an extension set up in a building … Any VoIP, analog or mobile cell phone, regardless of where it is located, can now be part of a virtual ACD group.

Monitoring and Reporting

Monitoring the call center calls, both for quality assurance and training purposes, allow you to ensure your callers will have a positive experience. System features such as whisper messages, barge in and emergency escalation, as well as multiple type of call recording, allow you to gain insight into performance of your call center with both real time, statistical and historical reporting.

Cloud Hosted PBX National SIP Trunking call recording Agent Com
  Predictive Dialer useage Statistics  

Hosted Call Center Agent Activity Report

Call center statistics reportsGenerate real-time and historical report on performance of individual agents or groups of agents. Information available includes number of calls by call type, duration of ACD states by agents, and call duration by call state (talk, idle, etc.).

Hosted Call Center Agent Utilization Report

Hosted Call Center Agent Utilization Report generates historical reports on an agent’s performance relative to the group. Information provided include number of calls by call type (ACD, Outbound), average duration by call type, and average duration of ACD state (talk time, handle time, etc.).

Queue performance reportQueue Performance Report

Hosted Call Center Queue Performance Reports generate real-time and historical report on queue performance and trends. Information provided include number of calls by state (answered, abandoned, overflowed), average duration (wait time, speed of answer, abandonment time), and percent by type (answered, abandoned, etc.).

Hosted Call Center Service Level Report

Virtual Hosted Call Center Service Level Report provides historical report that shows performance against established service levels you establish as the expected level of service (i.e. Total number of inbound calls answered within 15 seconds). Information provided include number of calls and percentage of calls within multiple service level settings.

IPFONE is a National VoIP Company that is committed to delivering State of the Art products with unparalleled Customer Service to all our clients. IPFONE offers End to End, Personalized service to all our customers regardless of size. From the smallest business phone systems to large call centers, IPFONE’s hosted PBX and SIP Trunking will save your business up to 65% on your phone system cost. IPFONE integrates Telecommunications with the Internet to offer our clients Superior Products, a wide choice of Features, Speed, Ease, and Reliability at a fraction of the cost of traditional products.

Mobile VoIP is a new technology allowing you to route make and receive VoIP telephone calls using your cellular smartphone. By using this technology, local, long distance and international calls are made using VoIP rate, and not expensive cell phone rate or minutes. Mobile VoIP calls can be made to and from anywhere in the world, often as a local call, where there is an internet, Wi-Fi, or cellular data service available.

As more and more businesses are operating with a mobile workforce using this technology has great advantages. An employee can have his personal cellular telephone for his personal use and also integrate it to his office phone. When a business call comes in it routes through his desktop and to his cell phone. If the employee wants to a customer call from his cell phone – the caller ID the customer will see is the caller ID of your business – not the cellular phone.

This eliminates the need for two different telephone numbers, and also protects the employer’s customer base contacts. For example, if a sale representative from you company leaves you don’t have to worry about his customers following. When they call the office line you simply reroute the calls to another employee. No more wondering why you lost your customers.

Purchase IP desk and conference phones at competitive prices when you sign up for your IPFONE service.

Add-ons – Expand your system as needed

  1. Additional toll-free or local numbers – $4.99/month
  2. Additional fax numbers – $4.99/month
  3. Vanity number – $30 one-time fee

International calls will be charged at the current rates published in our international rates table.

*30-day Free Trial is valid for 4 users only.
**US and Canada only. Reasonable use policies apply on all plans. Additional toll-free minutes billed at 3.9c/min.

  1. $39.99/mo per user pricing is for new customers only.
  2. $21.99/mo per user price offered with a 2 year contract for 20-99 users, regular price is $26.99/mo per user.
  3. $19.99/mo per user price offered with a 2 year contract for 100+ users, regular price is $24.99/mo per user.
  • Easily fax documents directly from GoogleDocs, Box, Dropbox
  • Use scheduling feature to send faxes on selected date/time
  • Free pages with every monthly plan
  • All inclusive features such as dedicated fax number
  • Get a unique fax number for each employee with the unlimited plan
  • Additional virtual extensions – $2.99/month
  • Additional toll-free or local numbers – $4.99/month
  • Additional fax numbers – $4.99/month
  • Vanity number – $30 one-time fee

800 numbers are available.

IVR (Interactive Voice Response) auto attendants greet callers with pre-recorded messages offering menus of touch-tone choices and connects the callers to one of the following:

Auto attendant
Remote Access
Fax to Email

IPFONE supports standard (0-9), multi digit (0-99) and PIN based IVR types. Other features include:

Operation times set by day or date
This allows all incoming calls to be sent to specific extensions, operator or voicemail depending on the time of the day or date.

Direct dialing of user extensions (this feature can be set to on or off)
This allows callers to dial extensions directly.

Ringing options 
Once a caller has made a choice it can hear: 
ringing, music on hold or silence

Rings to answer 
How many rings before IVR answers

Account access only 
Allows caller to enter account number in order to proceed further. If the caller does not enter a valid account number, the caller is then given the opportunity to be connected to an extension.

Status can be set to on or off
IVR normally operates in "on" status. However, sometimes it may be necessary to send all calls to an operator. This is achieved by switching "off" the IVR.

Custom greetings upload
Custom greetings can be uploaded to the server using a web browser.

Operator extension 
If IVR is switched off, this is an extension that will receive all calls.

© 2012 IPFONE. All Rights Reserved