Supporting Community Health with VirtualPBX Contact Center Solutions
At VirtualPBX, we’re proud to support the impactful work done by organizations like The Center For Long Covid Research, which recently implemented our Contact Center solution to enhance its call center capabilities. In this featured Contact Center case study, we delve into how our platform helped the Center transform its operations, streamline call handling, and improve patient support for their peer-counseling hotline, The HOPELINE.
The Power of VirtualPBX Contact Center
VirtualPBX Contact Center is a masterful communication solution. It’s designed to orchestrate real-time interactions with efficiency and clarity. Our system equips teams with dynamic tools, customizable options, and robust analytics. Together, these elements create an unmatched, authentic contact center experience. Whether you’re a large enterprise or small nonprofit, VirtualPBX Contact Center’s features adapt to meet your unique needs.
Here are just a few of the key features we offer:
- ACD Queues Pro: Advanced queue management to ensure every caller is routed to the right person, reducing wait times and improving satisfaction.
- Advanced Call Reports: In-depth analytics provide visibility into call patterns and performance, helping teams make data-driven improvements.
- Callback & Call Routing: Flexible options for managing call flow, including call scheduling, real-time call routing, and callbacks.
- CRM Integration & Customizable Greetings: Personalize interactions with custom greetings and sync with CRM tools to provide relevant customer information instantly.
- Live Dashboards & Programmable IVR & Voice: A real-time overview of call center activity, allowing managers to monitor and make immediate adjustments.
Furthermore, our White-Glove Service is another cornerstone of the VirtualPBX experience. From setup to ongoing adjustments, our dedicated support team ensures each feature fits seamlessly with your workflow. This approach provides a fully customized contact center setup tailored to your unique needs. Our team of real humans—never bots—works creatively alongside clients to adapt our solutions to meet specific business needs.
Case Study Spotlight: Why The Center Chose VirtualPBX
The Center For Long Covid Research needed a reliable, flexible contact center system to manage a high volume of sensitive calls while maintaining consistent quality. After reviewing other options, they selected VirtualPBX, citing our history of reliability and the exceptional support provided by our team.
Moreover, the Center’s Director of Research, Jonathan, highlighted that VirtualPBX Contact Center’s 99.999% uptime was a game-changer. Its seamless call handling capabilities also transformed their operations. Jonathan valued VirtualPBX’s proactive approach to understanding the Center’s needs. This resulted in a tailored setup that significantly improved patient support.
Efficient Management, Reliable Performance
VirtualPBX Contact Center has empowered The Center For Long Covid Research with advanced call controls, such as assigning specific roles to staff, managing queue timeouts, and scheduling callbacks. The system’s reliable call quality—free of dropped calls and static—has been crucial for maintaining clear communication with patients. Features like Monitor, Whisper, Barge, & Steal allow team leads to provide live guidance to peer counselors, enhancing the quality of support.
A User-Friendly Interface for Essential Services
For The Center For Long Covid Research, VirtualPBX Contact Center has proven to be both intuitive and impactful. The toll-free number (844 LONGCOV) raised awareness of The HOPELINE, helping individuals with Long Covid access counseling services. Thoughtful touches like custom hold treatment—playing a specially selected performance of Beethoven’s Moonlight Sonata—helped create a comforting experience for callers.
A Transformative Partnership for Long-Term Success
As the Center prepares to scale up its support, VirtualPBX Contact Center’s scalability ensures it can grow alongside the Center. Jonathan’s experience is a testament to VirtualPBX’s commitment to nonprofit organizations, providing a tailored, reliable solution with an ease of use that has made daily operations smoother.
Jonathan encourages other nonprofits to explore VirtualPBX, stating: “Take it for a test drive and see for yourself.”
Explore the full story of The Center For Long Covid Research’s success with VirtualPBX Contact Center in our latest case study, and see how we can support your organization’s communication needs.
