Our VoIP call centre and VoIP call system technology provides the standard features of our hosted switchboard system with the addition of a complete set of tools and features for inbound and outbound calls.

• Click-to-dial from CRM databases
• Wallboard displays for real-time call performance monitoring – such as: Calls answered, Calls made, Calls in queue, Missed calls, Average time to answer
• Bespoke management reporting (see below for more information)
• “Listen-in” feature for supervisors to monitor calls
• Agent login and logout

Management reporting dashboard for call statistics

Our web-based reporting dashboard lets your customers see important statistics about their call activity in tabular and graphical form. You can configure a customer’s dashboard to display exactly what they want on screen using a set of standard widgets and filters. For example:

• Number of calls made and received by specific users or teams each day, each week and each month
• Number of calls answered and missed, hour-by-hour each day
• Breakdown of outgoing calls each month by destination (landlines, mobiles, countries)
• Average duration of calls
• Average and peak call queuing time
• Average and peak number of calls waiting in a queue