You need your contact center software to run smoothly. Who better to trust than the experts in business VoIP – VirtualPBX. Our team leads the market in customer care, providing your contact center with 24/7 support and dedicated onboarding and configuration to fine-tune your setup, workflow, and reports. From custom call routing options to devices included for every user, CRM integrations, real-time monitoring, call tagging, call surveys, and more, you’ll be crushing KPIs and improving CSAT scores in no time. Whether your contact center resides in a physical location, you lead a team of remote workers, or any combination in between, we’ve got a solution for you.
Monitoring activity in your contact center is crucial – both in the moment as well as historically. With VirtualPBX you get the best of both with a robust library of pre-built reports, and the ability to make your own custom reports. Plus, both Wallboards and Real-Time Dashboards give you immediately actionable data like agent and queue performance, a quick list of customers with unreturned calls, SLA levels, average hold times, and agent status summaries. View these dashboards on your computer, a TV in the office to rally your employees, or delivered to your inbox.
Natively integrating your contact center and CRM gives your team the context they need to provide excellent service. When calls come in, automatic screen pops provide valuable caller information and calls can be answered without leaving your CRM. Plus, enjoy the convenience of automatic task creation for better record keeping. With click-to-call functionality, you can also initiate outbound calls directly from contact records, saving time and effort. Stay organized with a comprehensive dialpad featuring call history and missed calls for easy reference.
Looking for something a bit more custom? We also offer a library of integration options for our Contact Center customers through Zapier, Webhooks, API, AWS Storage, and Microsoft Teams. Plus, we’re constantly adding to our stack of native CRM integrations. If you don’t see your CRM provider on our list, get in touch with us – we may have your CRM integration waiting in the wings!
First and foremost to a contact center is ensuring calls reach the correct agents in a timely manner. With smart custom call routing options, calls are answered quickly by the best suited agent at that time and supervisors are never left in the dark. Plus, with softphones included right out of the box, adding a new agent to mix requires no complicated setup. Of course, we’ve got you covered with more flexible device options, too, like physical desk phones or Web Phones. New agents can get up and running in minutes! With Contact Center queues from VirtualPBX, you get these customizable options and more:
Delivering satisfaction doesn’t end with call routing. At VirtualPBX, we recognize the pivotal role that call recording and callback features play in delivering top-tier customer experiences. Our contact center solution integrates robust call recording capabilities, empowering businesses to capture and analyze customer interactions. By recording calls, teams can refine their service quality, enhance agent training, and ensure compliance with industry standards. Additionally, our callback functionality offers customers the convenience of requesting a return call when all agents are busy, reducing wait times and improving satisfaction.
Expedite policyholder claims resolution and minimize customer wait times by delivering fast and personalized service.
Facilitate seamless communication between patients, healthcare providers, and other stakeholders to optimize patient outcomes.
Increase first call resolution (FCR) to improve customer satisfaction, loyalty, and brand reputation in your competitive industry.
A caller’s journey is better understood when categorized correctly with call tagging – and how you tag your calls is completely up to you:
Experience the transformative potential of VirtualPBX’s cutting-edge contact center software firsthand by scheduling a demo today. Discover how our advanced features, including call recording, callback functionality, live dashboards, and seamless integrations, can revolutionize your customer service operations. Schedule your demo now and unleash the power of exceptional customer experiences.
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