Features
Voice Features
Improve your Customer support with our advanced call center features.-
Toll-Free NumberGet an international or domestic toll-free number based on your business location.
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Virtual NumberReserve a mobile number or landline virtual number for global and local business.
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International NumberSelect and activate an international number for your business in more than 70+ countries.
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Indian NumberAssign an Indian number for your business with an instant cloud telephony setup.
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User ExtensionsCreate 3-digit extinctions for all the users and use the extension for transferring call to any user at any time.
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VoicemailRecord customer queries through an audio message during non-working hours.
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Personalized Greetings & MusicWelcome your customers with a customized greeting message and increase your branding.
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Call ConferencingUsers can merge another user from your team to a conference call by having a customer on the same call.
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Call MaskingProtect customer numbers to agents or delivery vendors with a plain virtual number.
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Virtual Call CenterSetup a call center virtually with all the features, without worrying about infrastructure.
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Call ForwardingForward incoming customer calls to multiple user numbers to make available your team ready to receive customer calls anytime.
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Business HoursConfigure business working hours to receive calls and to intimate the closing time..
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Customer Caller IDCustom caller ID allows customers to receive a call from your agents, delivery persons through a customized business number.
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Internal Calls(App to App Calling)Connect with your team members through the TeleCMI softphone application for wide internal communication.
Call Routing Features
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IVRGreet all the customer calls through an IVR and direct the calls to right the person in the selected team.
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Skill Based RoutingAssign users to team based on their skills for receiving customer calls, make customers solve their queries instantly.
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Ring TeamsAssign the right persons and group them as each for better customer service.
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Sticky AgentAllows customers to reach the same agent with whom they had a conversation in a previous call.
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Call QueuingManage all the customer calls in the queue and route them to the agents based on their availability.
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Call RoutingSelect call routing methods to receive calls one after one, Equal distribution, and parallel ringing.
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Concurrent CallsReceive more than 4 concurrent calls or any number of calls concurrently based on your requirement to answer all the customer queries at same time.
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Instant ModificationsDrag and drop users and arrange users based on their priority instantly anytime in the dashboard.
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Time Based RoutingRoute incoming customer calls to reach particular user number based on their working hours availability.
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Multiple Call FlowA business can have a multiple call flow for different virtual numbers in a single business phone account and track call details based on virtual numbers.
Productivity
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TagsGroup call reports based on tags to view it as a total desires report.
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Click2CallStart initiating business calls by dialing the customer phone number on the click2call dialpad.
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Call NotesWrite down the feedback or comment for the particular customer call and use it for future reference.
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Call BackGet back to a missed customer call instantly through phone numbers in the call back list.
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Call TransferTransfer customer calls to your team members to give them a better solution for their queries instantly.
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After Office HoursConfigure call routing to users based on business and non-business days.
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Desktop NotificationGet instant updates as notifications in the dashboard for each and every new report.
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BlacklistBlock unwanted spam callers and stop bot calls in the dashboard.
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Agent StatusDisplays the current status of an agent like online, offline, break and dialer mode.
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Customized ReportDownload call reports based on hourly & weekly reports, virtual number based reports and agent summary reports.
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Missed Call AnalyticsGet missed call count for both incoming and outgoing calls and the reason for calls got missed during business hours.
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Answered Call AnalyticsGet incoming and outgoing call count and average duration with total hours of calls got answered.
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Agent LoginAgents can be provided with a separate login to track their call history. Agents can initiate outbound calls to customers from their dashboard.
Statistics & Monitoring
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Supervisor LoginSupervisors can monitor agent performance reports, incoming and outgoing call analysis and productivity reports.
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Call AnalyticsTrack customer answered calls, missed calls, and the team's performance to keep track of all customer calls.
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Call MonitoringMonitor and listen to active user calls to improve user performance and to resolve customer queries instantly.
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Call WhisperingSpeak to users secretly while they are on the active call without disturbing the customer conversation.
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Call RecordingRecord customer calls to improve user and customer conversations for better customer experience.
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Live Call FeedsCheck the live status of the ongoing calls in your live call feed section in the dashboard to improve productivity.
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Custom FiltersSearch by customer number, user activity, team call history and move in the dashboard.
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Call BargingSupervisors can coach agents in live customer calls to improve quality and productivity.
Integrations
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Webhooks & APIUse our webhooks and RestAPIs to design customized solutions on the cloud based on your business requirements.
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CRM IntegrationIntegrate all the calling features of Telecmi in any of your existing or new CRM tool to increase productivity.
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Mobile SDKIntegrate TeleCMI features in your business mobile application using our mobile SDK.
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Web SDKAdd TeleCMI call handling features in your web application using our web SDK.
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