Call Center Software

The call center software is a business communication tool that can intelligently manage a high volume of calls and distribute them according to their configuration settings. Incoming calls are managed automatically by the IVR (Interactive Voice Response) system,which processes calls by having them enter a waiting queue. Calls will then be intelligently assigned to each agent thanks to the ACD (Automatic Call Distributor).

The main difference is that our call center software combines WebRTC(Real-Time Communication) technology with the ACD cloud (Automatic Call Distributor Cloud), which is responsible for distributing calls to the next available agent depending on their previously assigned skill sets. The ACD works in real-time and allocates calls efficiently. For this reason, call center software is used more frequently in customer service and companies dedicated to managing a large volume of calls in need of a more sophisticated service.

E-commerce sites, multinational companies, banks, insurance companies, travel and tourism agencies, emergency hotlines, etc.
Companies benefit from having a call center service because their clients will be able to contact them to resolve any questions or concerns they may have. Because everything can be done virtually, this call center service is significantly less expensive than the traditional call center services since there are no installation fees or phones that need to be purchased. 

In the event of an Internet outage, Fonvirtual offers a backup plan to divert calls to other specific lines so that no calls are missed during the outage.

Call center agents are able to work from anywhere using any device connected to the Internet (computers, cell phones, and tablets).

Yes. The call center software has a supervisor account that will be able to monitor other agent activity in real-time. They can also join-in on calls, check caller statistics, and more.

Yes. These reports and statistics will show the number of outgoing calls, incoming calls, what time your business receives the largest amount of calls, which option menu key is pressed the most, etc. You can also view your agents activity, such as how many calls are answered per agent, average duration of their calls, time it takes for them to answer a call, which departments lose or receive the most calls, etc. In short, you can view the life of each call made by each agent at any given moment.

The Call Center Software uses virtual phone numbers through a virtual PBX phone system. These virtual phone numbers work the same way as a regular phone number, however you can pick up and make calls online. That being said, the caller would just call your virtual phone number the same way as any other phone call. In fact, they will have no way of knowing that you are using an internet phone number. You can also select which area code you will like to use so that customers may see you calling from a particular country, despite your current location. 

The call center software can have as many agents as the company needs. There is no minimum or maximum number. The call center will adapt to your company as your company evolves over time.

Because you are able to access the call center from any internet connected device, agents can work from anywhere: Home, the office, hotels, coffee shops, the street, etc.

The only thing you need to start using the Fonvirtual call center software is a computer, cellphone, or any other device that can connect to a stable internet connection. You can access the call center software by entering your username and password from a web browser or through a free mobile app.

 Google Chrome, Mozilla Firefox, Opera (Also iOS and Android)

Some of our features include:

Greetings : These customized greetings may include Welcome, Busy, Out of Office Hours , etc.
For example: “Welcome to ….”, “You are speaking to …”

Options Menu: Customize your menu options based on what may interest your callers.
For example: “If you would like to speak with the Human Resources Department, press 1. To speak with the Accounting apartment, press 2. For more options, please wait on hold to speak to a service representative”. “If you would like to contact the Madrid office, press 1. To contact the Barcelona office, press 2.”

Waiting lines with music: Choose what kind of music your callers may listen to while they are on hold, plus other information.
For example: Music + “All our operators are busy at the moment. We will attend to you shortly”.

Call Recording: This is useful for managing orders or managing the quality of your customer service.

Call Transfers: Customize who you may transfer calls to and inform them that an incoming call will be transferred.

Internal Calls: Among the different extensions in your business, you can call any internal staff member easily.

Call Statistics: You can analyze your calls through many different reports. You can find information like the amount of calls answered, calls not answered, saturated calls, lost calls, and more.

Caller ID: allows you to know in which department or in what number the call originated.

Voice Mail for moments in which you are unable to answer the call.

Schedules: You can change your configuration settings to inform callers of your office hours, holidays, hours of operations during holidays, or other different occasions.

IVR and ACD systems

Call Transcriptions: While speaking with a customer, you may view or save call transcriptions of the conversation. You may even change the language you want the transcription to pick up, and it will create a written text of everything spoken throughout the conversation.

Listen to Calls: The call center manager to listen in on calls made by any agent while they are still on the phone with the customer or client

Activate / Deactivate agents: The supervisor may login or log off an agent in case they need the agent for a separate task. Both agents and supervisors may change the status of the agent at any given time.

When calls enter the virtual PBX phone system, they will be automated with the IVR, and then will be put on hold before they are intelligently assigned to the most skilled, available agent thanks to the ACD.

None! You can use the call center software from your office computer or from your private cellphone. No need to buy any extra equipment. We recommend having noise-canceling headphones with a built-in microphone whenever you receive calls through a computer to reduce outside distractions.

No. The best part about Call Center Softwares is that there are no downloads or installations necessary. Your call center software is available through any web browser, or a specific app for your call center. Because of this, you are able to access your call center from any IoT device, such as your cell phone, laptop, or tablet. All of your data is stored in the cloud, meaning you can access your data in real-time. You can access your call center from any location, with any device, as long as you have a stable internet connection.

An ACD (Automatic Call Distributor) is used in call center softwares to categorize and divide calls based on an agents skill set or the priority of the call. The initial set up configurations determine how calls are categorized so that each customer can reach the best available agent to assist them with their needs.

The call center software supervisor can listen to calls from their agents in real-time, and chat with them at the same time. There is also an additional feature called “whisper” that allows supervisors to speak with agents while they are on a call to assist agents. Supervisors can even join the agent’s call with the client by creating a three-way conversation. From the supervisor panel you can also control the activity of your agents by seeing if they are available and their current and previous activity.

A Call Center Software is a tool that allows call centers to customize the menu options for incoming calls, and helps redirect calls to the correct agent at any given time. Calls may also be transfered or monitored to provide the best possible customer assistance. With a Call Center Software, call centers are now mobile and agents can be located in any location of the world to take calls, as long as they have a stable internet connection. A Call Center Software can also adapt to the size of the company, and statistics on each call are recorded. You can also integrate different CRM tools such as SalesForce or Zoho.

Call Center Softwares store data in a cloud. They are a system that works online, which can be accessed using any web browser or from a specific app. They direct calls to the corresponding agent depending on what menu option the caller selects. Outbound calls can also be made as well. Because it is a software that runs completely through the internet, calls can be made from any location in the world at no extra costs. Call Center Softwares can also be customized to fit the desires of each company that uses the product. In summary, a call center software manages calls and handles customer service interactions.

All call centers use a PBX phone system. The Call Center Software that we offer at Fonvirtual uses a virtual PBX. That being said, our virtual PBX phone system uses VoIP to help businesses and their customers alike communicate through the internet.

A Cloud Call Center allows data from calls to be stored through the internet. Because of this, cloud call centers are a fraction of the costs of a regular call center. No additional hardware is needed when everything is virtual. Servers are stored in the cloud through the internet vs physical servers, which are expensive and require maintenance.

BPO (Business Process outsourcing) is contracting another outside company for non-core tasks in business. This may often include call centers, but can also include payroll or HR duties. By outsourcing these jobs to other locations, costs are reduced significantly.

CRM (Customer Relationship Management) telephony is the combination of using a CRM tool with your business telephone network. You can integrate any CRM tool, such as SalesForce, with your Call Center Software. By combining both, marketing departments can then target who is their best client, manage marketing campaigns and see who is the best agent on their team. You can analyze the data by combining both programs.

Call routing, also known as ACD (Automatic Call Distributor) sends customers to a specific queue or agent based on their question or urgency of their call.

Contact center is more concentrated on online chats and email, where a call center is more focused-based on incoming and outgoing phone calls. However, with a Call Center software, features such as instant messaging and chats are still available. You can also create video conferences if you wish.

Virtual PBX is a phone network for businesses that is run entirely through the internet, and data is stored in the cloud. You can make and receive calls within your company or to outside clients and customers. A Call Center Software uses a virtual PBX to make these calls, however, your customization will be geared more towards customer service assistance rather than your regular business telephone network.

When looking for a call center software, you should focus on what main features you’ll need and which are available. We recommend always having the following features:

-ACD (Automatic Call Distributor)
-Routing calls to agents based on their skill set
-Customizable call queues
-Voicemail box
-Real-time Statistics
-Virtual and international phone numbers
-Call recording or transcriptions

1. Contact Fonvirtual, and tell us all about your business needs and what you’re looking for. We will come up with the best possible business solution for your call center services.

2. Set up your PBX, which is a phone networking system for businesses. At Fonvirtual, we offer the Call Center Software that uses the virtual PBX system. This means everything you do for your call center can be done online.

3. Next, you will need a desktop computer, laptop, tablet or smartphone. Open up your web browser. We recommend Chrome or Mozilla Firefox.

4. Be sure you have a stable internet connection

5. Login to your Call Center Software online. Then, customize how you want calls to be distributed, your main greetings, which phone numbers you want to use, etc.

5. Once everything is customized to your liking, make sure you have headphones with a mic to make calls on a desktop computer. You can also use them on your cell phone or tablet to make calls hands free.

 This is a call that ends before the conversation occurs. This typically occurs when a customer has been on hold for too long and hangs up.

CRM (Customer Relationship Management) is a separate tool that may be connected to the Call Center Software to collect data and view customer interaction and management. This allows you to visually see your data to see which agents are performing the best, which areas need improvement, etc. 

To prevent abandoned calls, we recommend distributing your calls in the most efficient way possible so that customers are on hold for the shortest period of time. Make sure you have agents that can assist with multiple skill sets and questions so that calls are distributed between agents more evenly. You can also create a limit for how long customers are on hold so that they may be directed to leave a voicemail message instead.

To set up a call center from home, you will need a virtual PBX phone system for your business. Then, you will be able to select as many virtual phone numbers as you need. From your call center software, you will be able to customize everything about your virtual PBX phone system, such as the menu options or how calls are directed. Your virtual phone numbers will be able to make calls to regular phones. You can make calls from your computer or cell phone by opening up a web browser and logging in into your account. If you need further assistance, hit “Click to Speak” at the top of our website to speak to a representative, or send us a message through our contact page so we may assist you. 

Whether you are a startup company, a large corporation, or a crisis hotline, call centers are powerful. If you are a business, call centers help assist customers with any questions or concerns they are having. Although this may seem like something small, customers who are not assisted are likely to never come back. The better the assistance, the better loyalty customers will have towards your company. If customers leave positive reviews and recommendations, more people will likely select your company over a competitor.

The most important part of a call center is making sure customers receive the best service, as quickly as possible. With the Call Center Software, agents are more flexible than ever when helping their clients. Automated greetings and menu options give customers more information about the company before they are directed to the corresponding agent automatically. Agents can then focus just on finding solutions for each caller.

This is why call centers are also used for crisis hotlines. When someone has an emergency, call centers will provide them with the help they need as quickly and efficiently as possible. Why not integrate this into your business model?

Call centers are very useful when integrated into a CRM tool. The Call Center Software will pull statistical data on all of your agents and calls. By using a CRM tool, you can view how well your call center is performing based on the information collected. 

Different software is used in different call centers if they are working over the internet. However, at Fonvirtual, we provide the best Call Center Software for your needs. Not only are all of our features customizable, you can adjust your features, extensions, hours of operation, and more depending on your company’s growth at any given time. All of your data is safely stored in the cloud. Calls are encrypted. You don’t have to make just calls, you can also chat and create video conferences with this service. Phone numbers can also be chosen with different area codes other than your own. You can have all of this; all with the lowest prices.  

To improve on your call center environment, take a look at how many calls are abandoned or unanswered. Based on this knowledge, you can adjust the maximum amount of time your callers are on hold and tell them to leave a voicemail message. Also, you can redistribute which calls are going to which agent. Also, it is important to hire agents with a variety of skill sets so customers can have any possible question answered. If you have agents located in different time zones, you can also provide a call center service for more hours during the day. This means your global customers can get assistance at any given time. Luckily, with a Call Center Software, the agent can access the call center from any location, as long as they have a stable internet connection.