Call-Center solutions
VoIPIT is the partner you want, whether you already run a Call-Center business or would like to design one.
You only need VoIP phones or compatible applications, and an internet connection. All the services will be hosted by us: agent allocation, IVR, campaigns, CRM, reports, etc. You can avoid purchasing and installing cumbersome equipment, and you also save on their maintenance costs.
Keep in mind that VoIPIT does not provide outsourcing for call-centre. We can only provide the telephony service, along with the cloud-based applications for call-centre operations. But we do not have agents to manage the calls for another company.
Price reference points
Every company has different requirements. That is why in order to build you a custom offer, we kindly ask you to contact us.
However, so you can get an idea about out price points, please find below a couple of suggestions for starting service packages.
These are just examples, come bundled with Romanian phone numbers (DID), and can be modified without notice.
Call-Center with 1 queue, 4 agents and 1 supervisor
This package is designed for a minimal Call-Center.
- Call queue
- 4 devices share the same phone number as part of a call queue
- Music on hold
- while they wait for an agent to take their calls, callers will listen to personalized tunes
- Hot seat
- agents can dynamically join the call queue, can define contextual breaks, can check number of calls processed, can see the number of calls waiting in the queue
- Accolades built-in CRM
- the account will include a list of clients, agents will see information about the calling party, they can record notes regarding the current call and see notes left after previous calls
- Real-time
- supervisor has an overall view of the queue, can check and modify the agents' status (in a call, on break, available)
- Call monitoring
- supervisor can listen to and join in agents' calls (listen, whisper, barge-in)
- Inbound
- 7 inbound channels (simultaneous calls), the call queue will hold calls until an agent is available, up to a limit of 7 simultaneous calls for the entire account
- Outbound
- 3 outbound channels (simultaneous calls), at most 3 devices can place outbound calls at the same time
- CDR
- Call-Center specific call detail records
Price quote: 50 euro / month + VAT
Call-Center with IVR, dashboard, multiple queues, 8 agents and 2 supervisors
This package is designed for a medium-sized Call-Center.
- Interactive Voice Response (IVR)
- 1 phone number will lead to an IVR with customized recordings, where the caller can choose between available options
- Call queues
- multiple queues, calls will be distributed based on caller choices in the IVR
- Music on hold
- while they wait for an agent to take their calls, callers will listen to personalized tunes
- Hot seat
- agents can dynamically join the call queue, can define contextual breaks, can check number of calls processed, can see the number of calls waiting in the queue
- API for external CRM
- Accolades will notify your CRM when a call is received and provide the calling number, so that your application can automatically open the customer's account
- Real-time
- supervisors have an overall view of the queue, can check and modify the agents' status (in a call, on break, available)
- Call monitoring
- supervisors can listen to and join in agents' calls (listen, whisper, barge-in)
- Dashboard
- on a large screen you can display graphical information regarding the Call-Center status
- Inbound
- 15 inbound channels (simultaneous calls), the call queue will hold calls until an agent is available, up to a limit of 15 simultaneous calls for the entire account
- Outbound
- 5 outbound channels (simultaneous calls), at most 5 devices can place outbound calls at the same time
- Autodial
- supervisors can load a list of phone numbers, and Accolades will distribute them among available agents and will automatically place outbound calls
- CDR
- Call-Center specific call detail records
- Reports
- supervisors can generate and download various activity reports
- Call recording
- dedicated storage space for call recordings on our servers, for up to 5000 minutes
Price quote: 80 euro / month + VAT
