Everything you need to know about Call Centre

Either listen-in to live calls or enter as a third party for a ‘mini conference call’.

Help coach new team members and teach them how calls should be handled.

More detailed call statistics that enable a deep-dive into call and agent performance.

Interrogate detailed information to help enhance the caller experience and create more memorable interactions.

A central place for all call stats, which is updated in real-time for all to see.

Enables team leaders to keep an eye on team productivity and stay agile as demand changes through the day.

Get valuable insights into your calling performance like wait times, call lengths and peak periods.

Find ways to save your team’s time and business resources to deliver a more efficient operation.

Get a bird's eye view of how many calls you’re getting, who’s answering and agent performance.

Keep on top of your calling agents’ performance in real-time to stay agile to changing dynamics

A musical recording, with or without voiceover, to engage callers while they wait for an answer.

Inform callers of offers and let them know their call will be answered shortly.

An indicator that tells people whether their colleagues are free or too busy to take a call.

Prevent calls being transferred to no answer, and ensure colleagues don’t get distracted when they’re busy.

Set certain calls to be answered by the next member of staff within a predetermined group.

Ensure important calls don’t get missed and are prioritised over other incoming calls.

A feature that allows you to pick up a call on a colleagues phone

Ensure important calls don’t go unanswered by allowing other users to pick up calls on colleague's phones

Allows you to automatically transfer a call to the correct recipient (non assisted)

Allows instant transfer of calls without waiting for a colleague to answer the transfer. Perfect for busy call centres.

Speak to the person a call is being transferred to before you switch the call to them.

Prime colleagues for faster interactions and prevent callers from having to repeat themselves.

Organise your callers into a queue until someone can answer the call.

Keep callers informed of where they are in the queue and ensure minimal call drop-off.

Set different rules for calls (Auto-Attendant, lines etc.) for different times of the day.

Automate the changeover for open/close, different shifts, Bank holidays etc.

Give customers various options for directing their calls via an automated voice.

Optimise team time by ensuring they don’t have to answer every call

Choose from a range of languages for your Auto Attendant to engage callers as they are put through to your team.

It is ideal for businesses in multi-cultural areas or those regularly taking international calls.

The ability to manage and run your own webinars within the app.

Reach wider audiences, build credibility and host internal meetings with more control and interaction options.

Choose from a range of realistic sounding voice AI to record a message that callers will hear.

Provides a more personalised customer experience by playing voice greetings on various features of your call system.

Receive your voicemails via email

Voicemails can be sent to you as an attachment via email

Payment Card Industry-compliant call recording ensures that no confidential information is recorded or heard by your team.

Stay within regulations while protecting your team and your business from customer complaints.

The ability to record all calls coming in and out of the business and save them in a central repository.

Whether for compliance, future training or Quality of Service, call records are invaluable for improving customer service.

A record of all the calls made across the business, including important call metrics like call length and time.

Keep an accurate log of all calling activity to ensure accurate reporting and to help find optimisations for the future.

A secure Instant Messaging service for your team, whether 1-to-1 or as part of a wider group.

Inspire collaboration among your team and keep a record of everything said to refer back to.

The option to confirm you want to answer the call or leave it to another member of staff to answer.

Staff can quickly pass calls on when they’re busy, keeping them on-task while ensuring callers aren’t hung-up on.

The ability to forward calls to a different phone number before or during the call.

Call forwarding ensures calls can be seamlessly redirected to the best person to get their call resolved.

Callers and staff can share what they are looking at on their computer screens.

Screensharing is excellent for technical support calls and for teams to share their work for better collaboration.

The best possible (High-Definition) audio quality for all your phone calls and conferences.

Crystal-clear audio quality adds credibility and ensures both parties hear exactly what the other is saying.

A shared contact list for all your team that everyone can add and edit if you give them permission.

A shared contact list means more seamless external conversations with everyone having access to necessary numbers.

The saved ‘name’ of a phone number that identifies the caller.

Help staff greet callers warmly with their name for more memorable and positive calling experiences.

Block certain numbers from calling your team.

Prevent abusive calls or fraudulent calls from wasting your team’s time and money.

Make and receive calls via a VoIP desk phone

Keeps the conventional experience of making and receiving calls via a traditional handset

Get multiple people on one call with up to 15 users, all on the same call.

Enjoy better collaboration by inviting everyone into the conversation.

The ability to log in to a shared desk phone, so that calls from a specific number can be made and received.

Free up office space by HotDesking while ensuring staff can still use a physical handset to stay in touch.

An application on your Mac or Windows PC to make and take calls and access customer information.

An easy way for staff to make and take calls and access customer info, without having to juggle multiple devices.

Customise agent profiles and permissions to each team member’s competencies and skills.

Ensure agents only have access to the information they need and only answer the calls they can resolve.

APIs to integrate other business systems, like finance, CRM, billing and others.

Give agents all the info they need in one app for quicker resolutions and happier customers.

The best possible (High-Definition) image quality for all your video calls, webinars, and conferences.

Crystal-clear video quality adds credibility and ensures both parties can see each other’s body language and emotions.

Dedicated applications for nearly every mobile phone for a slicker experience.

Make sure your teams can take their new office number with them wherever they go.

A website to manage all your lines, as well as the on-hold experience for your callers.

Upload Music on Hold, change call routing, add and remove users, all to make a more positive, enjoyable calling experience.

Enable colleagues to call 07- numbers for more than 16 hours per month.

Bundled minutes mean more predictable costs, so you can plan your outgoings better.

All calls to UK landlines are included in the price.

Unlimited minutes mean more predictable costs, so you can plan your outgoings better.

A direct line to a specific member of your team.

Unique numbers make it easy to reach the right people and reduce calls to your main line.

The main number to contact your business that you’d like customers to call.

A memorable number that gives your business the local or national credibility it needs.