Call centers field inbound calls, carry out outbound calls, and make the phone channel as efficient and optimized as possible. Call centers can handle large call volumes and have a precise function.
Contact centers have the same purpose, but they work over more channels than just the phone. Contact center agents work in different ways, towards a common goal.
We can provide the following solutions for Contact Centers:
On premise contact center: Operates in your office, hardware software and infrastructure. It requires installation, configuration, and maintenance of your IP PBX.
Cloud based contact center: Operates by Cloud PBX solution. It could be a server in Cloud or hosted by a monthly fee by extension. Users only need a computer or smartphone with an internet connection to access the service.
The minimum recommended are between 3 or 5 users.
The plan available for Cloud PBX extensions for Call centers is the metered plan.
Supervisor: with access to the web portal for real-time monitoring of their agents, queue settings, online reports, and ghost option to talk to their agent without the end customer listening.
Agent: Softphone for computer, voice mail, transfer, conferences, and online reports of all calls.
The features included are:
Unlimited calls between extensions, Web Portal (UCP) by extension, Softphone for computer, Call queues, Voicemail, Basic Reports of calls, Conference calls, Basic I.V.R (Interactive Voice Response) per solution (Does not include recording), Web Portal (Dashboard) for supervisor, Silent-Whispering configuration for supervisor.