Customers not only want to have their calls answered quickly, but they expect you to know who they are and what was said in previous calls, all without being transferred multiple times. Companies struggle to direct customer calls to the correct personnel within the business, without customers having to wait extended periods of time. C1 and 3CX solutions help you satisfy the most demanding of customers.
Our platform provides a Call Center environment to get the callers, or live chat visitors, to the correct agents in your company immediately. This is handled by multiple call center features that allow agents to be assigned to one or multiple queues, prioritize queues and have call overflow options, all while giving agents the ability to login and respond from anywhere. Your callers are sure to be answered by one of your team members.
These feature don’t just apply to phone calls, but extend to live chat, SMS, and company Facebook messaging too – all of which can be handled by any or every one of your call center agents. This increased flexibility to handle more clients request, and over multiple media platforms, is available in a single system C1 installs and supports.
Your business will benefit from improved sales, happier customers and better reviews. Communications are no longer controlled by expensive, old-style, enterprise phone systems, see the difference and cost savings produced by the new, communication-technology solutions C1 delivers.
Don’t Miss the call – Call Queues
- Call queues to individuals or groups. Guarantee no calls are missed.
- Advanced queue strategies such as Round Robin & Hunt by 3s.
- Agents can answer calls from anywhere – at the office or remote.
- Call back option as overflow during busy times.
Check Service Levels with Reports
- Check agent performance with the built-in reports.
- See longest wait time and abandoned calls.
- Get reports on SLA and call back statistics.
- Switchboard / wallboard for real-time monitoring of queues.
Call Recording and Staff Training
- Record calls for legal and quality monitoring purposes.
- Train agents during a live call with ‘Listen in and Whisper’.
- Use Barge-In to take over when needed.
- Ticket responses can be monitored centrally.
Integrated Contact Centre
- Add live chat to your website. Connect with web visitors.
- Connect your Facebook page to 3CX.
- Send & receive business text messages via 3CX.