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VirtualPBX New Contact Center Solution

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VirtualPBX New Contact Center Solution

In today’s lightning-fast business ecosystem, where time is the ultimate currency, delivering exceptional customer service isn’t just a goal—it’s a requirement. No matter if your team operates from a traditional office, works remotely, or thrives in a hybrid model, you need a contact center solution that’s as dynamic and adaptable as your business itself. Enter VirtualPBX Contact Center, a game-changing solution meticulously crafted to cater to the myriad demands of modern enterprises.

Industry-Leading 24/7 Support & White-Glove Setup

Before delving into the 6 standout contact center features that distinguish VirtualPBX Contact Center, let’s take a moment to highlight what has distinguished VirtualPBX for the past 26 years. At VirtualPBX, we deeply value the unique identity of every business. This appreciation fuels our unwavering commitment to providing round-the-clock support and personalized white-glove system setup services. Whether you’re embarking on your journey with us or have been a longstanding customer, our devoted team is dedicated to ensuring that your contact center requirements are not only met but exceeded, from the initial setup phase through ongoing support. Our ultimate objective is to ensure seamless operations and achieve optimal performance tailored precisely to the needs of your business. Without further ado, let’s talk about we can supercharge your contact center.

Supercharged Features for Enhanced Efficiency

Our all-new Contact Center solution comes packed with advanced features to streamline workflows and empower your team. Here are the six main components that set VirtualPBX Contact Center apart:

1. Automatic Call Distribution & Routing:

With our Automatic Call Distribution, you’re not just managing queues – you’re orchestrating seamless customer experiences. Watch calls live as they enter the queue, see who picks up, and track call durations in real-time. Stay informed about agent availability with visibility into who’s logged into each queue and their activity duration. ACD Queues Pro empowers you to monitor vital call metrics such as volume and wait times, while also providing insights into agent performance. Elevate your queue management system to new heights with ACD Queues Pro, ensuring you can scale your business rapidly without compromising customer retention.

2. Callback & Call Tagging:

Bid farewell to lengthy hold times with our Callback feature, granting callers the option to schedule a callback instead of enduring extended waits in the queue. Simultaneously, streamline follow-up and analysis with Call Tagging, which automates call categorization. Say bye to guesswork and hello to informed decision-making with VirtualPBX’s call tagging feature. By systematically categorizing calls based on topics, sentiments, or outcomes, businesses gain invaluable insights into customer needs, preferences, and pain points, facilitating more personalized and efficient customer service.

Department Call Tagging

3. Call Recording

Simplify call recording with our intuitive system, allowing users to effortlessly record, store, replay, and manage conversations with ease. Whether you prefer to store recordings on VirtualPBX servers or privately using AWS, our telephone-recording feature ensures secure storage and accessibility. Administrators can conveniently access recorded conversations for future reference, training purposes, and compliance requirements, empowering them to optimize customer service and enhance agent performance.

Call Recording

4. Agent Monitoring & Queue Management

Leverage our powerful call analytics through Live Dashboards to monitor your contact center in real-time. Tailor your live view with customizable grids, charts, and media, providing a comprehensive snapshot of your contact center’s performance. Seamlessly manage both queues and agents from a single platform, ensuring smooth operations at all times. Plus, capitalize on advanced features like Eavesdrop, Whisper, and Barge to enhance supervision and support capabilities. Don’t wait until the end of the month to gain insights into your business communications – our Dashboards provide immediate access to critical data points, including team members’ availability statuses, adherence to SLA limits, current call volumes, and workload distribution across teams, empowering you to make informed decisions and optimize efficiency on the fly.

Dashboards Example

5. Call Analytics & Customized Reports

With VirtualPBX Advanced Call Reports, effortlessly organize your company’s data into manageable reports generated on a schedule or on-demand. Enjoy the flexibility of creating multiple workspaces with unique reports, filters, and delivery schedules. Gain valuable insights into various aspects of your call activity, from inbound calls by area code to agent performance metrics like calls completed. Customize your reports with filters such as phone number and call status, enabling you to focus on the data that matters most. Ensure timely access to crucial information by scheduling reports to be delivered directly to your email inbox at hourly, daily, weekly, or monthly intervals, empowering you to make informed decisions and optimize your business operations efficiently.

6. CRM Integrations

Supercharge productivity with seamless CRM integrations, enabling automatic screen pops, task creation, and click-to-call functionality. With access to over 6000 apps through Zapier integration and Webhooks, you can effortlessly integrate call data with internal systems.

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