Voiptime Cloud Contact Center
Software Features

Question 1

Core call center functionality

Answer

Automated Call Distribution (ACD)
Optimize customer experience with the intelligent routing of calls and non-voice requests to the most skilled agent groups.
Call center CRM
Provide your agents with access to all necessary customer-related information from our client cards or your own CRM system.
Agentless campaigns
Simplify your call center operations and reach maximum people with minimum effort using IVR scripts with pre-recorded messages and other interesting options.
Agent interface
Give your agents full control over the customer-related activities and provide them with the tools for effective work.

Interactive Voice Response System (IVR)
Construct IVR scripts to improve caller navigation and help your customers reach the right agent or department.
Autodialer
Use three dialing modes (Progressive, Preview, Predictive) for more effective telemarketing & sales and proactive customer support.
Call scripting
Assist your agents during the call and help them maintain the right direction throughout the conversation (with questionnaire, knowledge bases, proposal blocks, etc.).
Web Callback
Connect with your prospects immediately after they leave a callback request while they are still interested in your product or service.

Question 2

Answer

Email
Link your account to our software and process emails in the Voiptime interface. View the body of the email, answer or forward it to other addresses, and set the processing statuses.

Webchat & chatbots
Use our widget to chat with website visitors, process multiple chats at once, view client cards and conversation script, redirect chats to other agents, and more.

Question 3

Answer

Real-time performance dashboards
Oversee the work of your agents during the shift and track the most important individual and team KPIs.

Call monitoring
Connect to live calls or listen to pre-recorded conversations to audit the performance of your agents and help them get better.

Historical reporting
Gather all the necessary data about the performance of your call center to make more informed business decisions.

Question 4

Answer

Workforce management (WFM)
Create and manage optimal call center schedule, monitor lateness and distribute workload smartly.

Call quality assurance/ management
Listen to call recording, and use forms for consistent agent reviews and grading.

Question 5

Answer

API
Ensure seamless two-way integration between the call center and other business tools.

Iframe
Display the URL of any webpage as a part of the scenario. Transmit additional parameters to open client cards automatically from your CRM.

Question 6

Answer

Custom roles
Each role can have permissions only to the functionality such users need.
Security compliance
Voiptime Cloud solutions adhere to the most important security standards in the industry.

99,9% uptime
Voiptime Cloud technical team works hard to ensure the highest availability level at all times.
Remote agents
Your agents can access Voiptime Cloud from any place with a solid internet connection.

Easy scaling
Quickly add seasonal agents to your call center team without disrupting your workflow.
Encryption
Your data is protected with robust encryption technologies.

Question 7

Unlimited concurrent calls
Use unlimited lines for both incoming and outgoing calls. You no longer need single-channel lines with a separate number for each operator.

IT infrastructure consultations
Get professional advice from experienced Voiptime Cloud team regarding the technical side of your call center operation.

Answer

Local Caller ID
Increase contact rates and contact more leads by purchasing the DID number of any region.

Premium 24/7 support
Order additional support and rest assured knowing that all the technical issues will be solved at any time of the day.

Migration services
Seamlessly move your data to Voiptime Cloud from any other call center solution with the help of our professional team.