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

ACD with Call Queuing: Efficiently manage call distribution.
Interactive Voice Response (IVR): Enable self-service options for customers.
Predictive Outbound Dialing: Maximize outreach efficiency.
Call Recording & Monitoring: Record calls, monitor live interactions, and utilize supervisory features like silent monitoring and whisper mode.
Administrative Tools: Extensive reporting, configuration options, and queue management.
Integration Capabilities: Connect seamlessly with CRM and other business systems.

Users

Advanced call handling: Forwarding, transferring (blind, attended, intercom, voicemail), and simultaneous ring..
Presence management: Busy Lamp Field, Do Not Disturb, and real-time call status.
Collaboration tools: Multi-way conferencing, instant messaging (XMPP or SIP SIMPLE), and shared call appearances.
Voicemail enhancements: Customizable greetings, email notifications, and voicemail forwarding.
Personalization: Music-on-Hold, selective call acceptance/rejection, and call notify alerts.

Groups

Advanced call management: Hunt groups, group announcements, and simultaneous ring for efficient call distribution and handling.
Collaboration tools: Group instant messaging, paging, and instant group calls to enable real-time team communication.
Queue management: Auto attendants (scheduled, personal, and chained) and ACD (Automatic Call Distribution) for streamlined call flow and organization.
Monitoring and supervision: Listen in, barge in, and active call management for enhanced oversight and support.
Web-based administration: Office Manager Portal for moves, adds, changes (MAC) and call statistics.

Call Centers

ACD with Call Queuing: Efficiently manage call distribution.
Interactive Voice Response (IVR): Enable self-service options for customers.
Predictive Outbound Dialing: Maximize outreach efficiency.
Call Recording & Monitoring: Record calls, monitor live interactions, and utilize supervisory features like silent monitoring and whisper mode.
Administrative Tools: Extensive reporting, configuration options, and queue management.
Integration Capabilities: Connect seamlessly with CRM and other business systems.

Users

Advanced call handling: Forwarding, transferring (blind, attended, intercom, voicemail), and simultaneous ring..
Presence management: Busy Lamp Field, Do Not Disturb, and real-time call status.
Collaboration tools: Multi-way conferencing, instant messaging (XMPP or SIP SIMPLE), and shared call appearances.
Voicemail enhancements: Customizable greetings, email notifications, and voicemail forwarding.
Personalization: Music-on-Hold, selective call acceptance/rejection, and call notify alerts.

Groups

Advanced call management: Hunt groups, group announcements, and simultaneous ring for efficient call distribution and handling.
Collaboration tools: Group instant messaging, paging, and instant group calls to enable real-time team communication.
Queue management: Auto attendants (scheduled, personal, and chained) and ACD (Automatic Call Distribution) for streamlined call flow and organization.
Monitoring and supervision: Listen in, barge in, and active call management for enhanced oversight and support.
Web-based administration: Office Manager Portal for moves, adds, changes (MAC) and call statistics.

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.

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