IP Call Center Solution

Voicetel is an official partner of 3CX

3CX Call Center Module

Reach New Levels of Customer Service with the 3CX Call Center Module

3CX provides one of the best VoIP Phone system software used by thousands of companies worldwide. Although most of the call center modules can work with any VoIP Phone system and VoIP IP PBX but the good news for all 3CX phone system users is that 3CX has launched a 3CX Call Center module a while back. This 3CX call center edition provides professional call center features at an affordable price, thus allowing you grow your business by focusing on providing the best possible customer service. The 3CX Call Center edition comes as a license key upgrade to 3CX Phone System. Simply reactivate your 3CX Phone System and bring to life call center features.

Key 3CX Call Center Features:

3CX call center edition comes with a complete range of important call center features required to give excellent customer support. However we are just listing some of the key 3cx call center features below.

Advanced Real time Queue Statistics

Supervisors & Management get access to advanced real time status information in the Queues page of 3CX MyPhone.
Number of callers in the queue, the number of answered/unanswered calls, the average and longest wait time, time an agent logged in/out of the queue and more viewable by supervisor.
Calls waiting longer then a specific period of time can be taken directly.

Advanced Agent Statistics

Log agents in and out of queues.
Time an agent logged in/out of the queue.
Review the number of answered/unanswered calls.
Average and longest wait time and more.

Call Back Feature

Allow your customers to hang up and retain their position in the queue.
The customer is called back when an agent becomes available.
No need for customer to wait on the phone to be served.
Call back notification emails are sent to the supervisor.

Additional Queue Strategies

Round Robin – Each call is distributed in a round robin fashion, i.e. first call will go to Agent 1, second call will go to Agent 2, third call will go to Agent 3, and so on.
Longest Waiting – Next call will go to the agent, who takes the longest time to answer a call.
Least Talk Time – Next call will go the agent, who has the least total talk time. In this way, talk time is distributed evenly among the agents.
Fewest Answered – Agent, which has answered the fewest calls is targeted in this strategy.
Hunt By Threes – Random – 3 agents are selected randomly for the calls. If they don’t answer, then other 3 agents are targeted randomly.
Hunt By Threes – Prioritized – Calls are sent to 3 predefined agents. If the first 3 do not answer, then the next 3 will be targeted.

SLA Alerts

Supervisors and managers can be notified when callers have to wait beyond a configurable amount of time.
Events are logged in order to meet customer service requirements.
SLA notification emails are sent to the supervisor.

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