3CX for Call Centers
IVR and Calls in Queue
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No need to have multiple numbers for different locations
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A single "222" DID or a landline number can be used for all locations
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Calls can be forwarded to multi-level IVR greeting messages to be routed as per the customer selection. For Example, If a customer selects option 1, it rings in branch 1, option 2 goes to branch 2, and so on.
For the Agents
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Agents can answer calls from anywhere using the desktop, web, or mobile apps.
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Calling internally to other agents or call transferring can be done with a single click.
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Live Panel enables agents to see all the calls in the waiting queue for better serving the callers and giving priority.
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Call pop-up via CRM integration allows the agents to view client information immediately upon answering the call.
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Log in, Log out as per agent shifts - change of presence status as per agent availability is a matter of one click.
For the Supervisors
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Real-time monitoring Switchboard to listen, call, whisper, and barge ongoing agent calls.
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Access to the Management console to generate customized reports based on queues and agent filters.
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Access to call recordings for call analysis and quality assurance purposes.
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Queue strategies based on agents' skillsets
Answer WhatsApp messages from 3CX
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Give your clients more ways to get in touch using WhatsApp messaging channel
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Send your WhatsApp messages to the queue of agents to share the load
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Run reports to track SLAs, reply times and agent performance
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Track your messages with complete transcripts in Chat Logs
Advanced Reporting
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Inbound Call Reports - 3CX Shows detailed and summarized reports for inbound calls.
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Outbound Call Reports - 3CX shows the number of calls made from each branch or each employee.
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Missed Calls - If a call is missed, 3CX auto-notifies the manager or supervisor immediately so your missed calls can be returned.