Call Center Solutions

VartelHosted is a comprehensive cloud communications platform that can do it all quick and  efficient delivery of enterprise PBX, Unified Communications (voice, video, presence, instant messaging, faxing), contact center, conferencing and business mobility services. It has the ability to transform any contact center for the better.

Benefits

  • Distribute calls to agents based on their availability and improve customer experience with inbound call routing and IVR
  • Improve agent training and performance through advanced reports, monitoring and whisper
  • Increase flexibility and mobility with features such as FindMe/ FollowMe, extension virtualization, call routing customization
  • Keep calling costs as low as possible with VoIP technology and smart call routing

Contact Center Features

 CRM integration

VartelHosted can integrate with the CRM solutions you like. Integrated CRM business applications simplify management processes, increase agent productivity, and customer satisfaction.

The video below shows a short 2 minute example of VartelHosted that is integrated with a ZOHO CRM solution.

vimeo play

Smart Call Queues

VartelHosted’s call queues ensure that when all your agents are busy, calls will be kept on hold. Multiple options for call distribution are available so that you can choose what best fits your business. This includes ring all, least recently called, fewest calls, round robin with memory, ring members in the adding order, random, random with member penalty.

Smart Queuing is the perfect tool for skill based workers that are skilled in many areas of customer service or is bilingual.  An agent can be logged into and out of any queue or all queues as needed. When the supervisor sees the need to add agents to a queue that is experiencing a high volume of calls it is a simple click of an icon or the agent can dial a code to login to the overloaded queue.

You can also provide an improved customer experience with history-based queue routing. When this feature is enabled, queues will first attempt to connect your callers to the agent they last talked to. This way, customers spend less time on the phone and agents are more efficient.

Other smart queue features:

  • Announce how long the customer has been waiting in the queue
  • Announce the customer’s position in the queue
  • Exit to operator on key press
  • Transfer a call to a manager if the customer has been waiting in the queue for an extended period of time

Local agents

Your local agents can log into one or several queues at the same time and start helping your customers right away. You can also turn your best agents into supervisors, so they can help train other agents.

Remote agents

Your agents do not need to be in the office to assist your customers. All they need is access to a desk phone, softphone or mobile client such as VartelHosted Mobile. Once authenticated, they will start receiving calls from the queue. The call confirmation feature prevents automatic call answering mechanisms to get queue calls, which can be an issue when the agent is using a mobile phone.

VartelNow Mobile

VartelNow MobileVartelNow Mobile provides fast provisioning, ensures high-quality voice, and is highly reliable in the toughest network conditions. It is a perfect replacement for business desktop phones. Available for iOS 7 and newer versions in Apple Store (free download).

The VartelNow mobile application allows field agents to take queue overflow or support calls if the field agents environment is conducive to call handling at the time of call presentation.

Custom sounds

Use your own music on hold and sounds, manage sound folders and sound languages.

IVR

Always ensure that the call is directed to the right department. The easy to use and configure IVR system directs callers to the appropriate department and simplifies call management, saving your company time and money.

With the advanced Call Interactive web service, you can even interact with the system every time the IVR places, receives or terminates a call. Integrate your IVR with customer support and payment applications or apps that make transfers to a specific resource based on customer behavior.

Monitor, whisper and barge in

Gain better control of how your call center works by enabling your supervisors to listen to active conversations with call monitor. Queue supervisors can also whisper to agents or barge in the call when needed. This feature proves particularly useful when training new agents or assisting them.

Call recording

You can record phone calls automatically or on-demand, just by dialing a code during the phone conversation. Store agent calls to help with their training or review them at a later time.

Call control

Your agents have all the tools they need to provide great customer service, including hold, mute, park, call transfer (blind or attended transfer) and call forwarding.

Call screening

Calls can be easily filtered by destination, while complying with local regulations and increasing customer satisfaction.

Dial by extension

When calling through the IVR, inbound callers can reach specific agents directly by entering the agent’s extension number.

International numbers

Use local and toll-free phone numbers from multiple countries. Expand your business globally, have agents on each location or even enable calls to be received on international phone numbers routed to your local agents.

Mobility features

VartelNow Mobile

VartelNow MobileVartelNow Mobile provides fast provisioning, ensures high-quality voice, and is highly reliable in the toughest network conditions. It is a perfect replacement for business desktop phones. Available for iOS 7 and newer versions in Apple Store (free download).

FollowMe (Cascade) function

Thanks to this smart incoming call rule, every time a call comes in, your phone in the office, your home line and mobile phone will ring at the same time. Empower your mobile workforce and ensure that calls reach your agents, no matter where they are.

Extension virtualization

Hot-desking is easily achieved with extension virtualization. Any phone line in the system can be virtualized, enabling your teams to work in shifts and share the same desk and physical phone, while using their individual extension.

Reduce costs without compromising your level of control!

BYOD

With VartelHosted’s BYOD support and VartelHosted Mobile, you can turn any mobile device into a business phone and give your agents the mobility they need.

Reporting and integration

Advanced reporting

The Call Queue Reports and Statistics function can help you optimize human resources and business processes, quantify performance indicators, including call reports, answered/unanswered calls, call distribution, agent reports, status reports, and much more.

Queue Overview

Daily and Hourly Reports

Some very useful reports are the detailed daily, and hourly reports. This helpful in determining the days of the week and hours of the day that you are the busiest or the slowed.  This will be helpful to properly plan staffing levels and other analysis.  This is a small sample of the many available reports.

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