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Multiple Channels Unified in a Single Solution
A complete solution for your business
Generate Contact Through the Best Channel
Talk
Voice is still the main channel and virtually every company around the world deals with the voice channel poorly. The result is reduced sales and lost customers. With TelOnline that will not be an issue. Including inbound, outbound and blended calls, with Automatic Call Distribution we make sure every call is routed to a qualified agent.
Maximize caller satisfaction with exceptional call quality and customizable voice features.
VOICE
PBX
RECORDINGS
Omni
Although voice is still the main channel of communication, many other have emerged in the past years and have become incredibly present in customer’s everyday life. Thus, the urge of integrating them to every business in order to improve a customer experience to retain clients, and to attract new ones. With TelOnline, you have every channel integrated in a single multi- platform software, using a unified inbox.
SMS
WEB CHAT
WEB CALL BACK
SOCIAL MEDIA
Tools
To be able to properly evaluate a contact center's performance you should not only look at metrics but use other tools in order to have a proper analysis of all the agent’s interactions. The following, together with the metrics, give you a better insight to the quality and performance of your contact center.
RT DASHBOARDS
QUALITY
GAMIFICATION
ALERTS
MONITORING
ANALYTICS
Develop
As we know every customer is unique, we created development tools for them to be able to personalize everything. TelOnline is not only a product, but a development platform which enables us to adjust to every company's operations, assisting our customers to improve their service, increase productivity and reduce costs.
REPORTS DESIGNER
FORM DESIGNER
WORKFLOW DESIGNER
INTEGRATION & APIs
DEPLOYMENT
TECHNOLOGIES
Agent
Agents usually had to be trained in the new applications used and they needed to switch between many of them. The Software makes their work easier and simpler by integrating every channel and necessary features into one solution. This allows you to offer the best experience to your clients in every interaction through any channel managing the interactions in a unified inbox.
Unified Inbox
Softphone
Web RTC
Supervisor
Supervisors should be able to monitor all campaigns and interactions in real time and knowing exactly what is going on in the contact center.
Controlling what occurs between customers and agents during the interaction, and how well agents adhere to compliance and quality guidelines is critical to long-term success.
Monitoring
Listen
Spy
Evolution
Alerts
Administrator
With the ability of managing the contact center in a centralized way, administrators manage security settings, assignation of agents to campaigns, generation of reports and with the ability of doing dynamic searches. These and many other features for a more effective management of the contact center are included in administrator user.
Users
Campaigns
Security
Alerts
Contact Center FAQs
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.
Contact Us
- USA. +1 954.894.6181
- Sales
- Technical Support
- 1671 NW 144TH TER # 110, Sunrise, FL 33323
