Call Center Services

The Gphone Call Center application delivers a comprehensive feature set previously unavailable in traditional office phone systems. Improve your customer service and lower costs by bringing your service in house where it can be easily managed.

 

Key Features

• Multiple Call Distribution Policies – Incoming calls are handled according to the selected policy, which includes round robin, simultaneous, linear, and weighted distribution.
• Call Queuing – When all call center agents are busy, incoming calls can be queued until they can be presented to an available agent. Calls in queue are provided with an initial greeting, a periodic greeting, and audio on hold. All greetings and audio are configurable for each call center.
• Queue Escape – Callers who are queued can press a key to be sent directly to the call center voice mailbox instead of waiting for an available agent.
• Overflow – When a call center cannot accept any more calls, incoming calls can be forwarded to an overflow phone number.
• Callback – Allow the user to select a callback option instead of waiting.
• Voice Mail – If there are no agents to handle an incoming call or the call goes unanswered for a specified amount of time, the call can be forwarded to a call center voice mailbox.
• Night Service – Calls received after-hours or on non-business days can receive a service menu of options allowing a caller to leave a voice message or transfer to an emergency number.
• Statistics – Statistics are generated for each call center and each agent on a configurable period. The statistics are periodically reported to a configurable email address in CSV format and are viewable to the group administrator via the web portal.
• Agent Login/Logoff – Agents can login and logout from the group so that calls are only presented to agents that are on duty.
• Call Recording – Calls may be recorded for training of verification purposes.
• Administrator Portal – The call center administrator has a real time view into the state of the call center including number of calls being handled, calls in queue and agent status.

The Call Center application enables effective call routing, handling and reporting options critical for today’s service-oriented businesses. For more details, please contact us.