Call Center PBX

CompletePBX Call Center PBX (Private Branch Exchange)

Introducing Xorcom CloudPhone – a perfect software solution for virtual call centers or call centers working remotely.

Xorcom CloudPhone is a perfect software solution for virtual call centers or call centers working remotely.
It has all the features for remote Call Center, connecting operators to central IP PBX, using their mobile phones, to work from home or remote location.

IVR for Call Center Layout Example

Queues

Manage unlimited queues with ease and flexibility.  Make sure your callers get the right representative as quickly as possible and get the best experience while waiting in the queue of your Contact Center.

• Ring strategies
• Ring All; Round Robin; Least Amount of Calls; Random; Round Robin w/Memory
• Wrap-up time
• Queue priority
• VIP customers
• Failover destination – option to send the caller somewhere else after a set amount of time
• Caller ID prefix per queue
• Static and dynamic agents
• Call recording
• Service level

Real-Time Supervision

Call Centers are dynamic.  Supervisors and agents need access to information in real time.

CompletePBX Call Center provides real time monitoring and actions that help supervisors best use their resources, train the agent, intervene when needed and do quality control and training.

• Wall board
  • Queue status
  • Wait times in queues
  • Total calls in queue
  • Abandonment rate in queue
  • Longest wait in queue
  • Waiting calls in queue
  • Agents available in queue
  • Active calls in queue
  • Agents table view
  • Queues table view

Call Center PBX Statistics Reporting

To optimize a call center it is not enough to see activity in real time.  Call Center Statistics helps management understand the behavior of the users and the agents, to make sure calls are answered according to the defined service levels, that number of agents is optimized for the traffic expected per time of day, and many other important decisions that are made based on solid data.

• Export reports
• Notifications – email notification sent when variables exec user defined values
• Customization options

Call Center PBX Agent

The agents are the muscles of the call center.  In order to make sure they function at their best, they need to have a simple and efficient set of tools that will help them focus on the most important person – the caller.

Call Center Agent PBX Features

• Screen pop up (from database)
• Chat with supervisor and other agents
• Get help from supervisor by “whisper” feature
• See queue status
• See length of current call
• See all queue stats using Wallboard
• Easily set availability
• Log into and out of queues
• Wrap up time
• Desk phone and soft phone compatible
• Set various unavailable statuses
• Tag calls (for later use in reports)
• Login to/out of all queues
• BLF log in / log out
• Hot Desking