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The system is organized based on the skills required to attend a certain type of call. Agents are given an evaluation and assessment based on their level of skills in order to answer each call. For example, in a “French claims” call, the skills “French” and “Claims Management” will be critical. Agents with the best score on topics such as “French” and “Claims Management” will receive the call first in that queue as a priority.
In addition to the main feature, the ACD also carries out other tasks such as:
– Identification of important calls: It prioritizes the calls of the most important clients (VIP) immediately by referring them directly to the specialized agent so they do not have to wait on hold.
– Reports by agent: With the ACD you can get complete reports of each agent, taking into account their skills and performance.
– Customer information: The agents will have the customer information on hand, so they will know how many times they have communicated with a client and when.
The ACD cloud distributes calls to agents. No matter where the agents are located, the system will distribute the call as if all of your agents were located in the same office.
Hours of operation
The main setting should be during your office hours. For example, this setting could be from Monday to Friday, 9 a.m to 2 p.m, and then from 4 p.m to 7 p.m. Withing this time frame, your incoming calls will enter the system so that they may be answered accordingly.
The second time frame may be the known as “after hours”. Anytime before or after office hours are considered “after hours.” If an incoming call is made during this time frame, callers will hear a list of the correct office hours and are told to leave a voicemail message.
We find it useful to create a message to inform callers during the holiday season that offices are closed. We recommend creating a setting for each particular holiday. For example, on the 4th of July customers may hear: “Due to Independence Day, our offices are closed today and will reopen again tomorrow”
Finally, if the office will remain closed for an extended period of time, it is convenient to inform clients to not call during that time. For example, the message may sound like this: “Due to a scheduled vacation, our offices will remain closed from July 15th until the 30th.”
Filter by origin
All agents will be able to communicate with each other internally free of charge and without limitations.
In addition, for any need, agents can call the supervisor or any other colleagues directly by entering a simple extension code.
Communication between agents and the supervisor can also be done through an internal real-time chat system.
Waiting on hold
The waiting on hold in a queue with music is the next step for IVR. Once calls have been categorized, it is necessary to create a limit of callers for each type of call that can be managed in the Call Center. In order to prevent a caller from hanging up before they speak to an agent, the call waits in a queue with music until an agent is available to take the call.
Right before answering a call, the agent will hear a short message, such as “administration” or “billing,” so they know what the topic of the call will be before they even answer.
This is especially useful for those who receive calls from different departments, so they can identify where the call is coming from. It is also applicable in the case of receiving calls in different languages, and thus directs the calls to the corresponding language, such as English or Spanish.
On the contrary, the black list is for callers you don’t want to receive calls from. This may be spam callers, annoying suppliers, prank callers or irritating telemarketers. We recommend putting them on the black list so that their calls will no longer be answered, or you can choose to put them on an endless hold with repetitive music. Regardless, their calls will not be attended.
When an incoming call enters the PBX system, you may need to transfer that call to another extension without wanting to end the call. With call transferring, the initial extension can now transfer the call to a different extension and will now be available to answer other calls. The Fonvirtual Call Center offers two types of Call Transfers:
When an incoming call is received, the person who answers it will be able to communicate to other extensions at the same time. That way, they may ask the other person if they are available to answer the call while the caller is placed on hold. The idea is to consult the person who is going to receive the transfer first if they want to accept the call or not. With this feature, you have the choice to either transfer the call to the second line or answer the call now.
This type of call transfer directly routes the call to another extension, without any previous consultation.
The only thing the caller has to do is press the number that corresponds to what they are calling for. Thanks to IVR, in most cases, we ensure that the call will be answered by the most adequate person first, based on the reason for the call.
There are many ways to divide a particular call. For example, we can direct the call based on department or by language options. For example, “For English, press 1. Para Español, pulse 2,” or by area: “For our New York office, press 1. For our L.A office, press 2.”
Call recording gives access to all conversations made through the Call Center, both incoming and outgoing. It is particularly useful for the supervisor, as it allows them to find concrete statements made in any given conversation, which plays as a crucial tool for management.
WebRTC telephony uses an Opus audio codec that is commonly used to play music with very high quality sound. This codec is capable of operating optimally at a wide range of transmission speeds, from 6 kb/s to 510 kb/s and a sampling rate of 8 to 48 kHz. This means that the quality of communication will be optimal with any medium-stable communication. In other words: this codec can move its signal from narrow band to bit rate to stereo sound of the highest quality.
Going down to a more technical level a real time audio codec can be two levels:
- Linear Prediction (LP) and Code Excited Linear Prediction (CELP), to encode low frequency audio
- The Modified Cosine Discrete Transform (MDCT) to encode music and speech frequencies with higher frequencies
The Opus codec can actively work on both, allowing it to operate over a wider range and achieve better sound quality.
Furthermore, the codec can operate with a fixed but also variable bit rate.
It is clear that the highest level of optimization of this codec will occur in internal communications of extensions and agents, as well as in video conferencing but, progressively, we are moving to a scenario where the Opus codec has a greater global relevance.
This is a welcome message that informs the caller about the company they are calling. For example, “You have reached Fonvirtual.” Depending on the PBX setting, this initial message might need a following step. It may need to guide callers through the different alternatives, such as “If you wish to speak with the accounting department, press 1. For HR, press 2.”
As a second option, it is always good to add another message that informs callers when all the current phone lines are busy. This allows the caller to decide whether he or she wants to leave a message or try again later.
For calls made after hours of operation, we recommend including the hours of operation so they know when to call back. For example, “Our customer service hours are from 7 am to 12 pm and from 3 pm until 5 pm.” You may also want to include the option to leave a voicemail message so you can call them back later.
Lastly, it is also recommended to add a message with holiday hours of operations or office closures to specify when the office will reopen. For example, “Our offices will remain closed today due to the holidays and will reopen again next Wednesday.”
This is not just a simple list of received calls; our platform allows you to apply a large number of filters that will allow you to create different reports depending on the information you wish to obtain. You will be able to obtain reports that include time periods, days, or months, depending on the duration of the calls, and when these calls were made.
There are endless possibilities. You’ll quickly see that the statistics tool provides a wealth of information about how calls are handled in the contact center, how agents perform, and what their strengths and weaknesses are.
Although it is possible to trace any kind of activity about incoming calls, we can highlight the following:
- Missed calls
- Calls received
- Overlapped calls
- Saturated calls
- Waiting times
- Average speaking time
- Level of customer attention.
- Distribution of calls between queues
- Level of attention per agent
Therefore, unlike what happens with traditional IP voice telephony, with WebRTC this problem does not exist. Since installations are unnecessary and you communicate directly from a browser, it will always be up to date.
WebRTC on the computer is always accessed from a browser. All the security necessary is already contained within the browser and WebRTC platform. Some security features include:
- End-to-end encryption
- Datagram Transport Layer Security (DTLS)
- Secure Real-Time Protocol (SRTP)
WebRTC’s encryption prevents conversations from being tapped or accessed by a third party. This provides a superior layer of security compared to traditional telephone communications, which could be simply hacked, recorded, or manipulated.
Data Transport Layer Security (DTLS)
WebRTC’s information and data transfer is performed by the Datagram Transport Layer Security method. This security protocol is compatible with most browsers, such as Firefox, Chrome, and Opera, protecting communications and data transfer with a high level of security.
Secure Real-Time Protocol (SRTP)
In addition to DTLS, WebRTC also encrypts information through the Secure Real-Time Protocol that safeguards IP communications from hackers, so that audio and video information remains private.
Voicemail offers the caller the possibility of leaving a voice message with the reason for their call. However, most callers will not leave a message and will hang up immediately.
The voicemail box immediately informs you by email. For example: “the phone number 9xx xxx xxx has tried to contact you at 16:48“. In the event that a caller has left a voice message, it will be attached the message to the email as an MP3 file.
This is a secondary feature that helps you prevent missing any calls.
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How can call center supervisors manage their cloud call center?
Application for desktop, cell phone and tablet
The supervisor will have a simple interface that will collect data within the Call Center Software
The supervisor will receive live transcripts of the conversations the agents are having. These transcripts can be received in several languages.
Listen to calls
During agent conversations, the supervisor will have access to listen to all live contact center conversations.
Available and Unavailable
The supervisor will be able to directly log in and log out their agents, or make them available or unavailable.
Interact with agents
The supervisor will have an internal chat that allows them to exchange messages whenever they wants with the agents. Agents can also ask the supervisor for assistance via chat. Besides messages, the chat can also share files.
During calls, the supervisor may “whisper” to the agents. That way, the supervisor can provide additional information or make clarifications to assist the agent during any call within the Call Center. The client, on the other hand, will not hear the supervisor.
The supervisor may intervene in the conversation, creating a 3-way call: supervisor, agent and caller. That way, the contact center supervisor can actively participate in the conversation as well.
Types of recorded calls
Evaluate all calls
Statistics give information about any aspect of the Call Center Software: Missed calls, answered calls, abandoned calls, saturated calls, by queue, by service, by agent, average waiting times, conversation times, etc.
In real time
Statistics are available in real time, which allows the supervisor to make decisions. Also, statistics can be downloaded as an Excel Spreadsheet or through Microsoft Word.
Still have unanswered questions that need answers?
Advantages of Fonvirtual’s Call Center Software
Thanks to WebRTC telephony, agents can log in and make and receive calls on any internet connected device.
Your Contact Center will manage calls efficiently thanks to our ACD system, which relies on queues of callers on hold.
Both agents and supervisors will have a simple user interface with everything they need to manage their call center intuitively.
WebRTC has much lower data and bandwidth requirements than traditional VoIP. It stabilizes calls and provides HD quality audio.
A Cloud Call Center that works however and wherever you want
Frequently asked questions
Answers to your most commonly asked questions on Call Center Software
What is a call center software?
What is the difference between a call center software and a virtual PBX?
What kind of companies can benefit from a call center software?
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.
What happens if the Internet connection is cut off?
Where can I use my Call Center Software?
Is it possible to track the activity of the agents?
Will I have reports and statistics of the calls?
How do customers make calls to my Call Center Software?
How many agents can the call center software have?
Where can the agents work from?
What are the technical requirements for a Call Center Software?
Which web browsers work with WebRTC?
What are some of the features of a virtual Call Center Software?
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.
What materials do I need to purchase for my Call Center Software?
Do I need to download or install anything for my Call Center Software?
What is ACD system in a call center?
What can a call center supervisor do?
What is a call center software?
How does call center software work?
Do call centers use VoIP?
What is Cloud Call Center?
What is BPO in call center?
What is CRM telephony?
What is call routing?
What is the major difference between a call center and a contact center?
What is the difference between call center software and virtual PBX?
What should I look for in a call center software?
-ACD (Automatic Call Distributor)
-Routing calls to agents based on their skill set
-Customizable call queues
-Virtual and international phone numbers
-Call recording or transcriptions
How do I set up a call center?
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.
6. 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.
What is considered an abandoned call?
What is CRM in a call center?
How do I stop call center abandoned calls?
How do I set up a call center from home?
Why do you need a call center?
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?