Bohdan Khomyn, CEO and Founder of VoIPTime, shares in this interview with GoodFirms how they developed this high-grade call center and customer service management software that conforms to the diverse requirements of businesses with its ingenious functionality, fascinating tools, versatility, and reasonable pricing.
Based in Ukraine, Voiptime Cloud is a broad-spectrum call center solution designed to streamline and control various call center and customer service operations for businesses that need to communicate with customers via any communication channel. The software meets the comprehensive requirements of companies of all sizes and across different industries, including financial, banking, insurance, government, manufacturing, online stores, institutions, and outsourced call centers & customer service departments of various businesses.
The company, VoIPTime, provides setup, support, and stable functioning of cloud and on-premise call centers of VoIPTime software application, enabling businesses to build a call center department in just 24 hours using just laptops and an Internet connection. VoIPTime call center system has a global customer base spread across the USA, EU, Asia, Poland, Bulgaria, Kazakhstan, and many more countries.
VoIPTime offers comprehensive VoIP, call center, and auto dialer features, including call recording, various modes of intelligent call routing, call queue management, call logging, call scripting, outbound calling campaign management, interactive voice response (IVR), preview, power & predictive dialers, call center operations management, workforce management, third-party software integration capabilities, encryption, messaging, SIP trunking, unified multichannel communications, voice quality enhancement, scheduled callbacks, and more.
The company allows need-based, customized, and affordable pricing for the Voiptime Cloud solution, allowing customers to choose the features and the number of licenses they need and pay accordingly, ensuring a high return on investment at reasonable costs.
GoodFirms interviewed and discussed the detailed offerings of Voiptime Cloud software directly with Bohdan Khomyn, Founder and CEO of VoIPTime, to learn more about the software. As the CEO, Bohdan‘s role is focused on the strategic development of the company and product management. He leads the development team and is involved in all other internal processes, from IT to sales and marketing.
Versatile Call Center Software
Initiating the interview, Bohdan describes VoIPTime Contact Center as an all-in-one contact center solution that automates and optimizes customer service operations in different communication channels, including inbound calls, web chats, chatbots, messengers, emails, etc. The software also automates outbound calling for more effective communication with prospective and current customers and for telemarketing purposes. Besides, VoIPTime Contact Center allows call center managers to track and control the quality of agents’ work, including remote employees. It also provides many features for overall service quality improvement.
On being asked what motivated the company to create Voiptime Cloud software, Bohdan elaborated that before developing this product, they had been working as IT integrators and implemented Avaya and Cisco solutions. This experience made them realize that these solutions can’t fully cover growing business requirements and deal with new challenges, including automation of outbound calling campaigns for lead generation and telemarketing. Besides, the prices of these solutions were too high to profitably fit the budgets of small and medium-sized businesses in Ukraine. This motivated them to develop a solution to control, optimize, and manage all call center operations, handle incoming calls, automate outbound calling campaigns, track staff performance, etc. Thus, they created the VoIPTime Call Center solution, Bohdan adds.
Unique Features and Offerings
Talking about the distinctive offerings of Voiptime Cloud software, Bohdan explains that the solution provides customers with comprehensive support, expertise, and assistance in process automation and improving customer service quality. It allows businesses to track and optimize all call center operations, including workforce management, quality assurance, sales calls, feedback collection, collection & analysis of customer data, agent training, self-service tools, managing multichannel communication, monitoring team’s work, and receiving detailed statistical data concerning various call center operations and processes. Bohdan adds that VoIPTime offers both cloud-based and on-premises solutions and can be configured to match the personalized needs of each customer within 24 to 48 hours, ensuring that the customers can start leveraging the platform without any time losses.
Moreover, Bohdan clarifies that Voiptime Cloud offers numerous competitive advantages, including advanced intelligent call routing with different modes of work, web chats, dynamic call scripts, quality assurance scorecards, and a powerful predictive dialer. The solution allows the customers to optimize outbound agents’ work, allowing them to manage 3 or 5 times more successful calls with prospects with the help of the predictive dialer, remarkably enhancing sales.
Customer Satisfaction and Retention
Further in the interview, Bohdan elaborates that customer satisfaction is one of the key priorities for VoIPTime. Thus, the company’s customer satisfaction rate for the software is over 90%, with an average customer lifespan of 3-5 years and a very low customer churn rate.
Besides, the company proactively works with its clients during the adaptation period, ensuring that clients get maximal impact from Voiptime Cloud in automating and optimizing current customer service processes.
Talking about customer retention, Bohdan reveals that for the on-premise call centers, the average customer lifespan of customers who purchased permanent licenses is from 7 to 10 years. Moreover, most customers opt to continue even beyond this term. The company also keeps developing and adding new features for such customers to optimize their business operations, helping them achieve their business objectives. Bohdan adds that the customer retention rate is also very high for cloud call centers, and 80% of cloud customers purchase Voiptime Cloud subscriptions on a regular basis.
Dedicated Customer Support
Bohdan details that the company provides diligent customer support through the help desk system. It also provides customers with user documentation and educational videos. During the first month of using the software, Voiptime Cloud’s account managers provide education for beginners and regularly consult the customers to make sure that they make the best use of the product.
Bohdan claims that even at the implementation stage, the company leverages its research and experience on existing business processes of its clients and provides assistance in their integration into the VoIPTime call center solution. Furthermore, they provide customers with recommendations for optimizing business processes. Besides, the company facilitates professional audit services for customers’ IT infrastructure during their first call center founding.
The customers get free access to the help desk system, and each created support ticket is processed according to the issue type and SLA conditions. Also, Bohdan adds that the company provides prompt support via phone calls and chat for critical issues.
Voiptime Cloud - The Best Call Center Software
“One of our main goals is a further expansion of our VoIPTime Contact Center solution to European markets. Besides that, my plans include the development of some new solutions for our customers, and I plan to develop at least one new solution every three years,” says Bohdan.
With so much to offer, Voiptime Cloud is emerging as a popular choice and market leader for businesses looking for an all-in-one call center and customer services management platform. GoodFirms’ researchers have acknowledged Voiptime Cloud as one of the best call center software for its extensive call center and customer service tools, unique offerings, diligent customer support, and value-based pricing.
To know more about the offerings of the Voiptime Cloud Call Center System, one can also go through the detailed interview published at GoodFirms.
About GoodFirms
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About the Author
Lisa Brian is presently working as a Content Writer with GoodFirms, a Washington-based B2B listing and review company well-known for its research methodology and listings of 60k+ software and services. Lisa’s current role revolves around gathering information and crafting it in a meaningful form that businesses can leverage. She helps companies communicate their vision and mission through digital platforms. Lisa believes in developing a symbiotic business relationship where companies mutually support each other and grow together.
