IP call center

 

25 €
/ month
Call Center Medium
  • Up to 30 users / numbers
  • High Availability and offsite replication
  • 2 CPU
  • 2 GB RAM
  • 20 GB SSD disk space (~1000h recorded phone calls)

 

90 €
/ month
Call center Enterprise
  • Unlimited users / Numbers
  • High Availability and Offsite replication
  • 24x7 Monitoring and Alerting
  • 4 CPU
  • 4 GB RAM
  • 40 GB SSD disk space (~1500h recorded phone calls)

From

20 €
/ month
Call center License
  • Call center license only
  • Installed into clients server
  • Free installation included

 

 

 

 


 

Call center service is meant for customers with five or more phone numbers. It is a modern, high-quality IP telephone exchange service in the cloud. All the hardware and software solutions are housed in our server center.

Our service comes with the most affordable price in Estonia. Similar commercial solutions for a medium sized company cost thousands of euros. Our prices start from 25€ per month.

When paying for the service for an entire year at a time, one month’s service will be provided free of charge.

Our package includes a high availability cloud server, running on XEN virtualization technology as well as software license fee. It is also possible to only order the call center license from us, that the customer will install on their own server.  

Our service is compatible with VOIP phones, computer software with SIP support and smartphones (iOS, Android, Windows).

 

We offer common call center functionality:

  • Call queue Our call queue service allows to divide calls made to one phone number, between employees of the company, regardless of their location. Call center comes with a web-based interface where call sharing rules, transfers and answering machine recordings can be managed. It is also possible to view statistics and listen to recorded phone calls.

    Incoming calls to the call center can be divided using the following algorithms:

    ring all:  ring all available members until one answers
    least recent: ring interface which was least recently called by this queue
    fewest calls: ring the one with fewest completed calls from this queue
    random ring: random interface
    round robin: (memory) round robin with memory, remember where we left off last ring pass

  • Call center call flow is easy to change automatically. Different profiles will be created, for example, business hours, after-hours, holydays, half-holidays etc. Calls can be transferred to correct call center number, IVR service, answering machine or even mobile phones.

  • Adding new extensions/agents takes only a few seconds. Answering order can be changed by moving the agent up or down in a list.

  • Interactive voice response (IVR)  Interactive voice response is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via keypad.

    It can be used for language selection, call transfer and services dependent on time of day.

    For example: client calls after-hours and hears a recording stating that working hours of the company are from 9am-5pm. It is possible to leave a message to the answering machine.

    When calling during business hours, another message will be played that allows to choose the language of the service by pressing keys on the phone. “For service in English please press 1, for service in Estonian please press 2.” After making the selection, client will be placed in a specific call queue where agents speak the chosen language.

    Callers could also choose between different departments instead of languages.

    It is not necessary to hear the recordings to the end. If the caller is familiar with the system, they can immediately press all the necessary keys and gain fast access to the correct department and in the chosen language.

  • Advanced Conferencing Advanced Conferencing Module allows you to create lists of callers which regularly participate in your conferences.
  • Advanced Call Recording High performance recording solution for large scale applications.
  • Advanced Voicemail (recordings can be sent to e-mail) Check your voicemail using direct voicemail access from your phone, call in remotely from any phone to check your messages, click to play your messages through your email, and listen online from anywhere.
  • Calendar and time Based Call Forwarding and Routing Use your iCalendar (ICS) or Google Calendar events to forward your calls - change your status to busy and your phone forwards automatically.

    Route calls based on time of day and weekday.
  • Automatic Caller ID Name Lookup Caller ID name lookup using web resources such as Google™ search results and area code display.
  • Call Parking Park calls and retrieve calls regardless of geographical location
  • Caller Favorites Make the most of call forwarding by only forwarding the calls you want.
  • Caller ID Blacklisting Quickly add a caller ID to a systemwide or per user blacklist.
  • Central Directory Management Provide a central directory to phones with automatic caller ID name lookup.
  • Click To Call Click on any number in the user panel and you will be connected instantly.
  • Conference Bridges Unlimited conference rooms only limited by hardware. Users can also have their own private conference rooms.
  • Extension Roaming Roam on any phone - seamlessly
  • Personal Contact Manager User Panel contact management system with automatic caller ID name lookup.
  • Pickup Ringing Extension Pickup any ringing extension regardless of geographical location.
  • Spying and Whispering Listen-in on any call and optionally whisper to one party.
  • MP3 music on call waiting Upload MP3 or Wave music-on-hold files.

Options worth highlighting separately:

  • Powerful Reporting & Graphical Queue Reports ipbx allows you to create custom call reports and gather data for further processing in 3rd party applications. 

    Queue Reporting allows managers to monitor queues and agents in real time, or to analyze queue activity for given periods
  • Outlook Integration Click to call from Outlook and name look-up.
  • Automatic setup of VOIP phones connected to call center
  • Each user/number has access to web based management interface
  • Switch board access to control all phone traffic
  • Only VOIP service in Estonia with HansaWorld business software support, that automatically opens information page of the current caller.

Options that are only included in Enterprise package:

  • 7x24 Monitoring and Alerting All applications are continuously monitored and allow us to react quickly to any potential issues - often before there is a problem. Contact us for a support contract.
  • Access to Custom Development Access to fully integrated custom application development, CRM integration for ipbx enterprise customers.
  • Active Directory / LDAP Integration Support for server side LDAP and Microsoft Active Directory lookups.
  • Additional Line Feature The Additional Line/Softphone feature allows you to easily manage a secondary line, hard- or softphone from within the End-User panel.
  • Advanced Conferencing Advanced Conferencing Module allows you to create lists of callers which regularly participate in your conferences.
  • CRM / CTI Integration Integrate with any CRM application such as SalesForce™ and Microsoft CRM™. From click-to-call, screen pops, custom call routing, call accounting, to post processing.
  • Delayed Paging The delayed paging module allows you to page an extension or group of extensions, by pre-recording a message first and having it played back upon hangup. This is particularly useful in noisy environments such as shop floors and PA systems where audio feedback is an issue.
  • Extension Assistant The extension assistant provides call screening by an assistant with optional caller ID call-through functionality.
  • Missed Call Notifications Have ipbx send out e-mails when a call to your extension has been missed.
  • Multi-Site Interconnect Manager Manage multiple sites from a single master server and simplify communications across all ipbx servers. ipbx's multi-site support let's you add cost saving interconnects (trunks) with minimal effort.
  • ODBC Call Reports All call detail records can easily be accessed via ODBC for realtime or post processing.
  • On-Call Notifications On Call Notification is an automated voicemail/call notification service. On Call will ring a sequence of phone numbers and attempt to deliver a message until it has been acknowledged.
  • Presence Hours for Users Presence hour warning allows users to set 'working hours'. This means that any calls outside set hours are answered with a warning, local time and the option to complete the call by pressing 1.
  • Remote Extensions Remote Extensions are extensions that are not local, meaning not connected directly to the PBX. Intended for use with legacy PBX interconnections via T1/E1 card or SIP trunks.
  • Text To Speech Ipbx is ready for state-of-the art speech synthesis
  • URL Control API The URL control API allows you to control certain user settings via a simple URL. It also allows you to initiate a call (call origination) to your extension and bridge the call to any destination reachable within your default user settings (or custom extensions).
  • Voice Recognition IVR's can be integrated with state-of-the art voice recognition software.

Services offered for an additional fee:

  • Increase storage capacity to store conversations for longer or even indefinitely. 10GB of SSD storage space costs 3€/month.
  • Contract for managed software updates and priority customer service for an annual fee. Small 50€, Medium 125€, Enteprise 250€
  • Comprehensive call queue and agent statistics system for large companies that’s business profile is dependent on phone calls and customer support. 50€/month.
  • Call center administrator training 50€ / 1h

     

    Call center can be used with phone numbers from WaveCom or other service providers. Our numbers come with an exceptionally affordable price of 0.50 EUR per month. For our numbers we will also configure incoming and outgoing calls. Numbers from other service providers will be configured by the customer or by us for and additional fee.

    Call center, preconfigured according to best practices, will be activated on the same business day when the order is placed. Customer needs to configure users/phone numbers and call queues in the web interface. In case of physical VOIP phones, unique MAC addresses also need to be inserted into the system to enable auto provisioning.

    For the first month all packages include free consultation and support to start the service.

    Extensive English support materials are available for the call center service.

    In case of the regular package, maintenance of the cloud server and call center software updates will be performed by the customer. For an additional fee we offer client support and system updates contract. In case of the support contract we will take care of all the necessary system updates for the cloud server and call center software.

    Call center demo

    Please fill in the form bellow and we will send you access to fully functional call center user interface.



     

     

    Statistics module provides a real-time overview of call queues, which allows, for example, to add additional call center agents in response to an increased number of calls and remove them when volume of calls decreases.  

    Statistics also help in planning the necessary amount of agents available in a given time period. It gives a detailed overview about all phone calls- amount of calls serviced/unserviced, duration of calls and waiting times. Queries can be performed about different agent’s work performance as well.  

    Answered calls Report

    Vastatud raport
    vastamata kõnede raport

    Missed calls Report

    Call distribution report

    distribution raport
    agent report

    Agent report


     

     

     

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