Provide high-quality support upon the first contact
123 600 000minutes of conversation in contact centres
300operators working concurrently
99.9%of fault-free operation
Integration with any CRM systems and HelpDesk
Review the information from client cards in your CRM system directly in a contact centre system. Receive and send any data from your CRM to the contact centre system via VoIPTime Contact Centre open API interface. Quickly register requests in HelpDesk during a conversation with the customer, and update them on the status of their request. Your agents are always supplied with the latest information on the customers.
Integration with the site
Change dozens of programs for one professional contact centre software solution, and automate the processing of all requests made from the site. Initiate an immediate call back to the website visitors who left a Callback request for a return call. Automatically connect to the customer in order to verify the details of the request from the form on the site. No request will be left unprocessed!
Evaluation of operator performance and task completion time
Control operator performance in real time and verify the compliance with service standards. Barge into the calls to prompt the operator in case of difficult situations and analyse the recorded conversations. Monitor personal statistics of every operator and make prompt managerial decisions.
Easy compilation of scripts
Increase the quality of customer service due to creating scripts. It will lead to the increase of first contact resolution (FCR). Your operators will be able to instantly answer even the most complicated questions using previously created knowledge database. Conduct surveys, sell additional services, work with objections and complaints. You could speed up processing requests or complaints due to automatic sending script responses to the responsible person via email.
What else does our software solution offer?
VoIPTime Contact Centre offers an array of features for fulfilling any of your business goals.
The system ensures consistent operator workload. Operator idle time has been reduced threefold compared to the previous software; they no longer waste their time waiting on hold, thus handling more requests during the same period of time. This allowed us to initiate dialing to client base faster and more efficiently. Our supervisors analyze the dialing process in real time, and are entitled to increase the number of operator groups engaged if needed.
We highly recommend this software solution to those who are interested in boosting their call centre performance!
With VoIPTime CC, we have been able to implement one interesting process according to which every request based on the client type is being routed to the specific group of operators, and then handled with the appropriate scripts invoked. The system allows the operator to study the balance of the client from our Billing system, and check its payment status.
During the period of cooperation with VoIPTime we launched another two contact centre platforms and expanded our work with prospective customers.
VoIPTime software solution is very easy-to-use. The operator console is simple and intuitive so even inexperienced operators quickly master it. Being configured by techsupport, an IVR script allowed us to automatically update the customers on their account statement, the level of indebtedness, etc. From now on there are far less routine requests to be handled, and the number of operators needed to service inbound calls has been decreased. Managers and supervisors have the access to the detailed statistics on all calls so that they can monitor contact centre performance in real time. This makes it possible to evaluate operator performance, to see average call handling time, and the number of subscribers currently in the queue. During peak call volumes, additional groups of operators assigned help to minimize the queue with no client left unsatisfied!
Request for consultation
Describe your needs, and we will identify the most appropriate solution!