Every SME needs a call center solution to deliver exceptional customer service
Connect customers with the right agents at the right time. Take advantage of advanced automatic routing, 6 pre-defined ACD queueing (ringing) strategies, customizable IVR options and more features that drive faster call resolution.
- Time-based Routing
- Choice-based Routing with IVR
- ACD Queuing
- Simultaneous Call Distribution (Ring All)
- Fixed-Order Call Distribution (Linear)
- Rotary Call Distribution (Rrmemory)
- More in the brochure
Provide all the tools your agents and supervisors needed in one single interface. The dynamic, streamlined Queue Panel makes it easy for you to monitor queue traffic, check & switch agent status, and quickly conduct call operations like transfer, monitor, parking – within drag & drop or a simple click.
- Drag & Drop Call Management
- Visualized Active & Waiting Calls
- Complete View of Agent Status
- Real-time Queue Metrics Display
- Role-based Feature Access Control
Discover up-to-the-minute call center metrics and key performance indicators (KPIs) from the central call center Wallboard. All data are auto-calculated in real-time, daily, weekly, or monthly interval for your in-depth call center monitoring, management & optimization.
- 17 Key Performance Metrics
- Real-time Monitoring
- Flexible Calculation Time Frame
- Customizable Widgets
- Multi-screen Display
Better Customer Service Starts Here
Enriched call center functionalities to help you deliver exceptional customer services.
Add self-service options
Combine automated IVR with self-service prompts to let customers help themselves without agent intervention and speed up the call flow.
Access agent monitoring
Course-correct agent behaviors easily through whisper coaching, silent monitoring, call barge-in and call recording functionality.
Customize waiting experience
Proactively serving waiting customers with helpful info – the estimated wait time, queue position, and custom announcement – and providing advanced Queue Callback option.
Set SLA for quality assurance
Auto-monitoring your predefined Service Level Agreement (SLA) on Wallboard and receive real-time alerts when it reaches the threshold.
Fine tune the call flow
Spot queue traffic trends at a glance in Queue Panel and adjust agent staffing and call dispatching in time to boost call center efficiency.
Conduct satisfaction survey
Help your agents grow and improve with actionable insights delivered directly from in-depth post-call surveys and customer satisfaction reports.
P-Series PBX System Call Center Features and Plans
Premium call center features are only available with P-Series Enterprise Plan and Ultimate Plan subscription.
- Queue Panel
- Dynamic & Statistic Agent
- Agent Login/Logout
- Agent Pause/Unpause
- Call Presence (Agent Status)
- Drag & Drop to Manage Calls
- Call Monitoring
- Call Recording
- Post-Call Surveys
- Service Level Agreement (SLA)
- Alerts & Notifications
- Real-Time Reporting
- Historical Reports
- Agent Call Summary Reports
- Queue Performance Reports
- Customer Satisfaction Reports
- More in brochure
We’re here to support your office requirements and provide our on-demand expertise to help you stride forward. To discuss how we can work together, get in touch today.