Powerful call center solution that provides a wide range of features
to help businesses manage and optimize their customer support operations.
Improve call center efficiency and customer satisfaction
Automatic Call Distribution (ACD)
ACD is a feature that automatically routes incoming calls to the next available agent based on predefined rules. This ensures that calls are answered promptly and by the most qualified agent for the task. For example, a business can use ACD to route calls to a specific department or to an agent with a specific skill set.
Call Recording
Call recording is a feature that allows businesses to record and archive all incoming and outgoing calls for training, quality assurance and compliance purposes. For example, a business can use call recording to monitor the performance of agents and to provide training and feedback to improve their performance.
Interactive Voice Response (IVR)
IVR is a feature that allows customers to interact with a computerized system using their voice. This can be used to provide customers with information, such as business hours or product information, or to route calls to the appropriate department or agent. For example, a business can use IVR to route calls to the sales department or the customer service department based on the customer's selection.
Call Queuing
Call queuing is a feature that allows businesses to handle a high volume of incoming calls by holding calls in a queue until an agent becomes available.
This ensures that customers do not receive a busy signal and that calls are answered in the order they were received.
For example, a business can use call queuing to handle a high volume of calls during peak hours or when a call center is understaffed.
Reporting and Analytics
Reporting and analytics is a feature that allows businesses to generate detailed reports on call center performance, such as call volume, call duration, and agent productivity. This can be used to identify areas for improvement and to optimize call center operations. For example, a business can use reporting and analytics to track the number of calls answered by each agent, the average call duration, and the number of calls that resulted in a sale.
In addition to the traditional call center features such as Automatic Call Distribution (ACD), Interactive Voice Response (IVR), and Call Recording, 3CX also offers a number of additional features that can help businesses improve their customer support operations.
Live Chat & Messaging
3CX allows businesses to add live chat to their website and connect with web visitors in real-time. This allows businesses to provide quick and convenient support to customers who may prefer to communicate through chat rather than phone.
Business Text Messaging
3CX also allows businesses to send and receive text messages, which can be an effective way to communicate with customers who prefer this type of communication.
Remote Agents
3CX allows agents to answer calls from anywhere, whether they are at the office or working remotely, this way, businesses can ensure that calls are answered promptly and by the most qualified agent for the task at hand.
WhatsApp Business Integration
3CX allows businesses to answer WhatsApp business messages centrally, this way, they can use this popular platform to reach customers and provide support.
Switchboard / Wallboard:
3CX provides a switchboard/wallboard that allows businesses to monitor queues in real-time, this way they can ensure that calls are being handled efficiently and customers are not waiting on hold for too long.
Reporting and Analytics
3CX provides built-in reports that allow businesses to check agent performance, see the longest wait time and abandoned calls, get reports on SLA and call-back statistics, this way they can identify areas for improvement and optimize call center operations.
Call Back Option
3CX allows businesses to offer a call-back option as an overflow during busy times, this way, customers can leave their phone number and get a call back when an agent becomes available, reducing the time they spend on hold.
Voice Apps
3CX allows businesses to create voice apps to automate repetitive tasks, such as providing customers with information or routing calls to the appropriate department or agent.
Call Queues to Individuals or Groups
3CX allows businesses to create call queues to individuals or groups, this way, they can ensure that calls are being handled efficiently and no calls are missed.
A comprehensive call center software that offers a wide range of features to help businesses manage and optimize their customer support operations. The automatic call distribution, interactive voice response, call queuing, call recording, and reporting and analytics features can be used to improve call center efficiency, increase customer satisfaction, and optimize call center operations.