Contact center and
OmniResponse
Voice Response (IVR), ACD with Call Queuing, Call Recording
CALL CENTER AND CCAAS SOLUTIONS FOR YOUR BUSINESS
CALL CENTER SOLUTIONS
VoipTel CCaaS is a comprehensive virtual contact center solution designed to streamline operations and enhance customer experiences. It offers a robust suite of tools including:
Some features for:
Call Centers
Users
Groups
Call Centers
Users
Groups
Meet Omni-Channel

Manage interactions across channels
Create a high-quality inbound and outbound communications experience for your customers and employees. Our feature-rich Contact Center solution expands on basic call center functionality to deliver advanced capabilities—such as the ability to see full customer history with each interaction, no matter if it’s SMS, chat, email or voice—with a clean and
intuitive interface.
Agents Experience
An intuitive, easy-to-use,web-based interface
1. View states, switch between them, and track interaction time.
2. See items in queue, whether calls, SMS, or web chats.
3. List of team members.
4. Details of the active interaction with the customer and access to its history.
5. Notes and dispositions

Need real-time insights to meet quality targets? Achieve your QoS goals with confidence.
OmniResponse provides detailed reporting and live dashboards for precise quality management.
1. Customizable menu based on each user’s role.
2. ACD Users: shows users and their current status.
3. In Queue: displays the number of callers in the queue and their current wait time.
4. Today’s Handle Time: provides key stats on how the Contact Center is performing today conversations.
5. User States: show individual users their status in real-time.
6. Active Contacts: shows users who are currently in conversations.

Reporting
Tailored data insights to take your business to the next level
Choose between different types of reports: Queue Stats, Agent Stats,Agent Availability, Dialed Number Stats, Abandoned and… Customize them to fit your needs with a wide range of available parameters. Filter by time ranges and dates. Easily share them via email,download, or print them.
