Cloud Phone System For Modern Businesses

Solution Features

Call Listen, Call Whisper and Barge in
Call Listen, Call Whisper and Barge in

It allows contact center managers to listen to live calls without the caller or call center agent knowing. It allows you to enter a live call stream and interact with both the agent and the caller. Since live call barging lets you discreetly listen to live calls without agent and customer knowledge, it is helpful for contact centers for a variety of reasons.

Use Case

Training New Agents

With a side barge in call center, make new agents understand how to take calls and resolve customers’ queries. This helps recruits understand how they need to behave during a call and what protocols need to be followed. Moreover, once agents start taking live calls, managers can barge in to calls live to check whether the agents are on the right track or need assistance. Then, if needed, they can work with the agent to resolve the caller’s queries better.

Evaluating Agent Performance

It is crucial for any call center to understand how your agents are doing and how they respond to callers. Barge in call center is hugely beneficial in evaluating agents’ performance and helping them improve themselves. This is especially true for distributed or remote teams where physical monitoring is difficult.

Improving Customer Experience

Call barging is a great way to understand consumer preferences and tastes. By listening to live calls, contact center managers can get a first-hand understanding of what their consumers like and dislike about their product, where agents are lagging, and how a particular script sounds to customers. This helps them modify their scripts, approach, products, and offers accordingly, improving brand loyalty and leading to higher customer satisfaction rates.

Reducing Escalations

By offering real-time assistance via call barging, contact centers can significantly reduce the number of escalations made by customers. Customers can also save time and get expert aid by speaking to managers directly, increasing their faith in the bran

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User Login

Instantaneously receive user login credentials via email once the extension has been deployed by the adminstrator.

Log in conveniently via any web browser for access to the user portal.

Event Center

Determine what events and logs are to be recorded and/or have notifications sent.

Specify particular notifications to be sent to respective authorized personnel.

User Login

Access and manage user settings for softphone application and voicemail.

Manage call routing and presence status for your individual extension.

Retrieve or download your personal call logs and recordings.

User Login

Receive your log-in credentials and set-up guide via email, sent by your admin.

Log-in on any web-browser to get started with PBX set-up.

Configure contacts and personal settings from the web portal.

Auto Provision

Add, remove, or modify IP phone settings from your web interface.

Upgrade IP phone firmware conveniently from your PBX.

Upload various default setting parameters specific to respective IP phone models for greater convenience during set-up.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Have detailed contact information for your vendors and clients conveniently stored .

Bulk add a list of contacts instead of having to key details in individually.

PBX Monitor

Monitor the status extensions, whether they aren idle, in use, or unavailable.

Know whether your SIP Trunk running properly, or experiencing problems.

Monitor the number of call conferences currently running on your PBX, and their individual durations.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Call Detailed Report

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Filter by date, time, or extension number to retrieve specific call logs or recordings

Playback call recordings directly from the PBX or download to store externally.

User Permission

Set up vaious groups of users for allocation to certain sets of access rules.

Determine what features a certain group of extensions can or cannot access.

Determine if users can access, play-back, or download call logs and recordings from the pbx.

Portal Login Page

Receive your administrator log-in credentials and set-up guide via email.

Log-in on any web-browser to get started with PBX set-up.

Installation Wizard will guide you through basic configurations.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Determine specific the range of SIP ports for connection between your PBX and endpoints.

Restrict country codes for outbound calls either company-wide or on certain extensions.

Voice Prompt

Upload and designate customised audio recordings at multiple levels of a call journey.

Upload recorded music to fill the silence that would be heard by callers on hold.

Upload customised voice prompts to create a professional call experience.