Call centre

Many small and medium-sized businesses require a comprehensive call centre solution to improve efficiency, while being user-friendly and easy to manage.

Our PBX System offers a cost-effective solution that includes key features such as ACD queuing and distribution, IVR, visual call management, call recording and monitoring, real-time wallboards, and reports. These features improve customer service, operational efficiency, and enhance the overall performance of the business.

Comprehensive set of features

Automatic Call Distribution

Time-based Call Routing

Interactive Voice Response (IVR)

Call Queue

  • Queue Ringing Strategies
  • Queue Call-back
  • Music on Hold
  • Custom Announcements In-Queue & Estimated
  • Wait Time Post-Call Surveys
  • Queue Panel
  • Queue Manager
  • Dynamic & Statistic Agent Login/Logout
  • Agent Pause/Unpause
  • Call Presence
  • Status Message
  • Drag & Drop to Manage Calls Call Recording
  • Call Monitoring
  • (Listen, Whisper, Barge-in)
  • Wallboard
  • Service Level Agreement (SLA)
  • Email Alert & Notifications

Real-Time & Historical Reporting

  • Queue Performance
  • Queue Avg. Waiting & Talking Time
  • Queue Callback Activity
  • Agent Call Summary
  • Agent Missed Call Activity
  • Agent Paused Activity
  • Agent Login Activities
  • Customer Satisfaction
  • Ring Group Statistics

Enhanced customer service

Enhance customer service with advanced call centre features. Offer self-service options with automated IVR and self-service prompts, customise the waiting experience for customers with estimated wait times, queue positions and custom announcements, and fine-tune the call flow by monitoring queue traffic trends. Monitor and improve agent performance with whisper coaching, silent monitoring, call barge-in and call recording. Set Service Level Agreements (SLAs) for quality assurance and conduct post-call surveys to gain customer satisfaction insights.

Outstanding customer and agent interactions

Our PBX system call centre solution integrates powerful agent tools, easy monitoring, robust data analysis, and enhanced customer care in every interaction point, making it easier for agents to improve customer satisfaction.

Intelligent routing

This PBX System uses intelligent routing to connect customers with the most appropriate agents based on preset rules such as time-based routing, choice-based routing with IVR, and advanced ACD queuing and distribution strategies, including:

  • simultaneous call distribution (Ring All)
  • fixed-order call distribution (Linear)
  • rotary call distribution (Rrmemory)
  • workload-based call distribution (Fewest Calls & Least Recent)
  • random call distribution.

This helps to optimise call routing and reduce wait time, resulting in faster call resolution.

Queue panel

The web-based Queue Panel allows for real-time drag-and-drop call dispatching, providing ultimate flexibility in fine-tuning call distribution.

Reports and analytics

Efficiently analyse data with a variety of pre-defined reports including Agent Call Summary, Queue Performance, Satisfaction Survey, and more. Customise your analysis by selecting specific agents and queues and choose between real-time or historical data. Share reports in graphical and downloadable formats and set up automatic scheduling for future reports.

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