Route Calls To Right Team
Route customer calls based on the selected IVR option. Assign agents in teams based on their skills to handle customer queries. IVR option automatically route the customer to a particular team to provide a premium support system for customers.
Forward incoming customer calls to multiple user's numbers to make available your team ready to receive customer calls anytime.
Skill Based Routing
Assign users to team based on their skills for receiving customer calls, Makes customers to solve their queries instantly.
Automatic call logging (Call recording, Call Logs)
The phone system logs all call history and call recording with no-limit in storage. Call history can be logged as missed, answered calls. Customer phone number and conversation of a particular support call or a team performance can be retrieved from the history section in the dashboard.
Agent-wise call history can be viewed and search by customer phone number feature helps to list all calls based on the customer phone number. Voicemail of customers either after work hours or customer queries voicemail will also get logged in voicemail section.
Record customer calls to improve user and customer conversations for better customer experience.
Automatic logging in CRM
Now connect the business phone system with work tools, CRM, ERP or Helpdesk to view and manage business calls in your CRM as a single platform. Incoming call notifications in your CRM describing customer phone number and add comments or notes for a business call.
Incoming Call POPUP
Agents will get popup notification in CRM for an incoming call where they can feed customer information and details of a customer query for easy tracking and resolve instantly.
Incoming Call Logging
Call logs of incoming calls can be tracked in the history section of CRM which provides an option to pull call logs as reports with multiple filter options.
Write down the feedback or comment for the particular customer call and use it for future reference.
Live Feed & monitoring Support Calls
Monitor all business calls in the live feed section to track agent performance and their call pickup ratio. The call monitoring section provides current information on agent and customer live interaction. The list of waiting customers, speaking customers and active online and offline status of agents can also be tracked.
Monitor and listen active user calls to improve user performance and to resolve customer queries instantly.
Speak to users secretly while they are on the active call without disturbing the customer conversation.
Supervisors can coach agents in live customer call to improve quality and productivity.
Call Analysis & Agent Activity
The business phone system gives a complete analysis of the number of answered and missed calls. The analytics section provides information about the reason behind the missed support calls. It shows the percentage of calls missed on IVR, calls hanguped by the customer on welcome message, missed calls on business hours and unanswered calls.
Track customer answered calls, missed calls and team's performance to keep track of all customer calls.
Drag and drop users, arrange users based on their priority instantly anytime in the dashboard.
Missed Call Analysis
Missed call analysis gives complete information about missed call count for both incoming and outgoing calls and the reason for calls got missed on business hours.
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