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Call centre phone systems features

Stay ahead of the game with cutting edge 3CX call centre features.

Our 3CX call centre phone system is a software-based, open standards IP PBX. It provides complete Unified Communications for call centres straight out of the box. Its used by more than 30,000 organisations worldwide thanks to its innovation and cutting-edge technology.

Cutting edge features include CRM integration, Wallboards, Call Reporting, Call Statistics, Smart Queues and much more. Employees are able to track the customer journey in real time and provide an experience that is efficient and effective.

Never miss a call with contact centre management features

With full extension mobility, our call centre phone system allows employees to work at their desk, from home or on the road.  Make and receive calls through a variety of softphone options available as a Smartphone client, Window/Mac application or WebRTC. Transform your queues with fail over options. If a customer waits over your specific SLA, you can transfer them to another queue, extension, voicemail or external call answering service.

Call centre management features provide supervisors with all the information they need at their fingertips:

  • Real time queue monitoring – View how many customers are queuing and how many agents are busy via the switchboard
  • Agent Status – View how many agents you have logged into the queue and their current availability
  • SLAs – Receive alerts when a customer has been waiting in a queue longer than the specified SLA
  • Call Backs – Offer customers the option of receiving a call back from one of your agents rather than waiting in the queue. It will preserve their position in the queue and the supervisor will receive an alert if a call back fails.

Provide flawless customer service

There are supervisory call centre phone system features help you guarantee excellent customer service. You can also utilise powerful tools to review agent performance, provide coaching and assistance whenever you need to. Ensure that your call centre agents always achieve their targets with the following features:

  • Polling Strategies – Use polling algorithms to log agents in and out of queues. From Ring All to Skill Based Routing, you can create an environment which best serves your customers.
  • Wait and talk times – You can monitor average wait, talk and handling times from the Switchboard or Wallboard.
  • Review performance and training – Check agent call stats including talk time and calls answered. Features such as Barge/ Listen/ Whisper allow monitoring and intervention when necessary. ‘Listen’ allows supervisors to listen in on agents’ conversations; ‘Whisper’ allows for discreet advice; and, with ‘Barge’ join in the conversation when an agent is in trouble.
  • Call Statistics – Automated reports allow you to schedule reports based on the metrics that you want to report on. Reports will be emailed to all nominated recipients on a periodic basis which you choose. If you need to create a specific report then just log into the management console and produce one on the fly.

Call Centre Call Recording

Call recording is an essential part to any successful call centre. PBX Hosting believes that this process doesn’t need to be complicated nor expensive. We are able to offer you an affordable call recording solution that is highly-customisable and requires no maintenance. We use market leading software architecture which is utilised by millions of users in over 150 countries worldwide.

To find out more about call centre phone system features

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