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.
Automatic 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.
Queuing
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.
Agent 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.
Hosted Call Center Agent Activity Report
Generate 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 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.