Contact Center Features For Business

Voice Features

Improve your Customer support with our advanced call center features.

• Toll-Free Number
  Get an international or domestic toll-free number based on your business location.
• Virtual Number
  Reserve a mobile number or landline virtual number for global and local business.
• International Number
  Select and activate an international number for your business in more than 70+ countries.
• Indian Number
  Assign an Indian number for your business with an instant cloud telephony setup.
• User Extensions
  Create 3-digit extinctions for all the users and use the extension for transferring call to any user at any time.
• Voicemail
  Record customer queries through an audio message during non-working hours.
• Personalized Greetings & Music
  Welcome your customers with a customized greeting message and increase your branding.
• Call Conferencing
  Users can merge another user from your team to a conference call by having a customer on the same call.
• Call Masking
  Protect customer numbers to agents or delivery vendors with a plain virtual number.
• Virtual Call Center
  Setup a call center virtually with all the features, without worrying about infrastructure.
• Call Forwarding
  Forward incoming customer calls to multiple user numbers to make available your team ready to receive customer calls anytime.
• Business Hours
  Configure business working hours to receive calls and to intimate the closing time.
• Custom Caller ID
  Custom caller ID allows customers to receive a call from your agents, delivery persons through a customized business number.
• Internal Calls(App to App Calling)
  Connect with your team members through the TeleCMI softphone application for wide internal communication.

Call Routing Features

• IVR
  Greet all the customer calls through an IVR and direct the calls to the right person in the selected team.
• Skill Based Routing
  Assign users to team based on their skills for receiving customer calls, make customers solve their queries instantly.
• Ring Teams
  Assign the right persons and group them as each for better customer service.
• Sticky Agent
  Allows customers to reach the same agent with whom they had a conversation in a previous call.
• Call Queuing
  Manage all the customer calls in the queue and route them to the agents based on their availability.
• Call Routing
  Select call routing methods to receive calls one after one, Equal distribution, and parallel ringing.
• Concurrent Calls
  Receive more than 4 concurrent calls or any number of calls concurrently based on your requirement to answer all the customer queries at the same time.
• Instant Modifications
  Drag and drop users and arrange users based on their priority instantly anytime in the dashboard.
• Time Based Routing
  Route incoming customer calls to reach particular user numbers based on their working hours availability.
• Multiple Call Flow
  A 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

• Tags
  Group call reports based on tags to view it as a total desires report.
• Click2Call
  Start initiating business calls by dialing the customer phone number on the click2call dialpad.
• Call Notes
  Write down the feedback or comment for the particular customer call and use it for future reference.
• Call Back
  Get back to a missed customer call instantly through phone numbers in the call back list.
• Call Transfer
  Transfer customer calls to your team members to give them a better solution for their queries instantly.
• After Office Hours
  Configure call routing to users based on business and non-business days.
• Desktop Notification
  Get instant updates as notifications in the dashboard for each and every new report.
• Blacklist
  Block unwanted spam callers and stop bot calls in the dashboard.
• Agent Status
  Displays the current status of an agent like online, offline, break and dialer mode.
• Customized Report
  Download call reports based on hourly & weekly reports, virtual number based reports and agent summary reports.
• Missed Call Analytics
  Get missed call count for both incoming and outgoing calls and the reason for calls got missed during business hours.
• Answered Call Analytics
  Get incoming and outgoing call count and average duration with total hours of calls answered.
• Agent Login
  Agents can be provided with a separate login to track their call history. Agents can initiate outbound calls to customers from their dashboard.

Statistics & Monitoring

• Supervisor Login
  Supervisors can monitor agent performance reports, incoming and outgoing call analysis, and productivity reports.
• Call Analytics
  Track customer answered calls, missed calls, and the team's performance to keep track of all customer calls.
• Call Monitoring
  Monitor and listen to active user calls to improve user performance and to resolve customer queries instantly.
• Call Whispering
  Speak to users secretly while they are on the active call without disturbing the customer conversation.
• Call Recording
  Record customer calls to improve user and customer conversations for better customer experience.
• Live Call Feeds
  Check the live status of the ongoing calls in your live call feed section in the dashboard to improve productivity.
• Custom Filters
  Search by customer number, user activity, team call history and move in the dashboard.
• Call Barging
  Supervisors can coach agents in live customer calls to improve quality and productivity.

Integrations

• Webhooks & API
  Use our webhooks and RestAPIs to design customize solutions on the cloud based on your business requirements.
• CRM Integration
  Integrate all the calling features of Telecmi in any of your existing or new CRM tool to increase productivity.
• Mobile SDK
  Integrate TeleCMI features in your business mobile application using our mobile SDK.
• Web SDK
  Add TeleCMI call handling features in your web application using our web SDK.