High performance Call Centre solution

The Contact Centre solution offers users exceptional levels of customer serviceat the same time as enhancing Agent productivity.

Fully scalable, it offers realtime monitoring and queue stats, at the same timeas providing additional levels of management and administrator control.

High performance Call Centre solutionThe Contact Centre solution offers users exceptional levels of customer service at the same time as enhancing Agentproductivity.

Fully scalable, it offers realtime monitoring and queue stats at the same time as providing additional levels of management and administrator control.

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You will not only benefit from all the advanced features from our Voecall Business Solution and Communicator App, but in addition reap the rewards of Voecall's Contact Centre Edition's innovative key features.

Voecall Contact Centre can be leveraged to better meet the needs of our users. From real time queue stats to managed control, users will gain the competitive edge in their industry as they improve their approach to customer interactions.

Unlimited ACD QueuesA sophisticated queuing

solution to help keepcustomers on the line

Call AgentsResponsible forhandling specific

services efficiently

Comprehensive ReportingImprove campaign

success with reporting and analysis

Real Time Queue StatsView what is happeningin real time to improve

your call strategy

Real Time MonitoringAct on real time

informationduring every call

Soft PhoneAdopt desk phone orsoftphone or toggle

between both

WallboardProvide targeted

updates for all yourAgents in seconds

ScalabilityFully scalable according to

size and complexity

Dialer Allows data to be

uploaded to a databaseand dials numbers based

on specific algorithmsand settings

Managed ControlControl of agentbehaviour and

supervisor intervention

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Voecall Communicator Supervisor Edition is a real-time hub for monitoring and managing calls and agents.

It displays real time call and agent status and allows the supervisor to ‘enable’ and monitor agents. The supervisor can receive alerts from agents seeking assistance and then monitor or intervene on the call.

In addition to this, multiple supervisor roles can be allocated and a supervisor can toggle their access to Agent Edition.

Within the Voecall Communicator Agent Edition, agents sign in to become active in a queue.

An agent may set Pause Status, giving a ‘pause’ reason. The Agent Edition also displays the status of other selected agents in their group and calls waiting in the associated queues.

With our Contact Centre Edition, Voecall Communicator is offered in two varieties: Supervisor Edition and Agent Edition. They are designed to maximise workflow and efficiency of both call centre Supervisors and Agents.

Here's how...

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Is designed to simplify and enhance call management within busy call centres of any size. Together with the Multi-Tenant Edition, Contact Centre PBX enables you to increase efficiency in the workplace and transform the way you conduct business, with each edition supporting specific features maximizing performance, reliability, and expandability.

Ensure that your call centre workforce is effective, successful and consistently delivering outstanding customer service. Use the “Monitor” feature to listen in on an active call and identify problems quickly and while listening use “Whisper” to speak with the agent without the caller knowing, or “Call Barge” to speak with the agent and the caller.

Voecall’s Contact Centre Edition has a licensed Dialer feature. This feature allows lists of data to be loaded to a database, after which an application runs and dials these numbers based on the algorithm or settings entered by the Administrator. The Agent’s interface of the Dialer displays Agents with specified information regarding each call. Furthermore, this information is customisable through the Administrator login.

Dialer can be managed through Campaigns. Every Campaign has lists of Leads and associated Agents (members). A Campaign is in charge of dialling the Leads and connecting them to Agents or any other different Destinations. Same as in Queue, an Administrator has a lot of possibilities to choose how a Campaign will perform dialing and bridging.

Give your business all the tools it needs to effectively start and manage inbound call campaigns with detailed statistics, reporting and monitoring.

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These three sections are then divided into several subsections for a better organisation which makes it completely user-friendly.

Tie together all of your Contact Centre PBX communications in a simple interface via the Voecall Communicator Agent and Supervisor app. Compatible as a mobile and desktop app different levels of functionality can be allocated within your team. CC Supervisor enables real-time monitoring of Agents and Queues, tracking agents’ performance and generating comprehensive statistics reports, while the CC Agent edition provides agents with the right tools to maximize productivity, reduces unnecessary interruptions and makes communication with customers more effective.

Contact Centre PBX Wallboards provide the information for all your agents in real time. Data is presented in a way that is easier to read and helps measure the call centre performance. Wallboards keep Agents informed with all call centre activities while allowing them to remain focused on their own tasks.

Automatic Call Distribution (ACD) system helps keep customers on the line by routing incoming calls to the agent with the most suitable skill-set who can address the caller’s needs properly. ACD is a very important component of a call centre and communication system. Some of its capabilities include Priority Routing, First In – First Out (FIFO), Queue Call-back, Call Monitor, Call Barging and more..

A Campaigns’ Monitor page allows users to see a full list of all existing Campaigns on the system and access further information regarding important Real-Time data. Users may see a table divided into three main sections Calls, Agents, and Contacts.

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The Supervisor Edition provides a detailed personal wallboard on the user’s desktop. The data presented can be selected and the screen will scroll to show multiple queues. Multiple supervisor roles are also available, which can be allocated by the supervisor and toggle their access to the Agent Edition.

Real-time queue statistics gives you an in-depth insight into agent activity and queue traffic where you have the access to agent’s inbound and outbound calls, missed calls, occupancy, availability, queue inbound answered and unanswered calls, as well as total calls. You can display the reports visually by using a graph or export it as a PDF or CSV file.

With the Contact Centre edition, you can track call activities in real-time and generate relevant reports that will improve your business productivity. You can generate different types of reports, such as Daily, Monthly and Extension Reports. Each report can additionally be filtered by Datetime Range, Caller, Trunk, Duration and more.

IVR statistics report gives you a detailed overview of how your customers are navigating an IVR menu. Currently, you can access three types of report: IVR Calls per Option, IVR Calls, and IVR Calls per Called Number. Each report can be filtered by Date Range, IVR, Called Number, Caller ID, and Destination.

CallSwitch Contact Centre’s wallboard provide simple,targeted information of all of your agents in seconds. They help keep supervisors up to date with situations as they develop, while allowing agents to remain focussed on the job at hand.

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Our platform integrates seamlessly with a host of CRM platforms out of the box, providingscreen popping of the chosen CRM platform and integrates it with certain desktop features such as desktop contacts searching.

We integrate with:

Voecall teams promotes collaboration by allowing your staff to communicate from wherever they are. They can stay in touch with customers even if they’re not at their desk. Creativity levels increase when we are able to work together.

Voecall is the perfect solution for bringing the calls from your Voecall system to Microsoft Teams users.

Voecall automatically syncs with your devices so you’ll be able to view and respond to emails, calls, messages, video conferences etc wherever you are so every call is captured leaving the customer delighted.

CRM

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VoIP phones are the future of telephony. They allow you to make calls through the internet instead of your landline, at just a fraction of the cost. What’s more, many of our VoIP phones come with the same high-end features you’d expect from a modern cordless phone.

Our Voecall voice solution can be used with a range of handsets from a choice of manufacturers, so you're not tied to one type of manufacturer or hardware for an installation.

Your existing handsets may even already be compatible, please check with one of our experts for more advice.

We currently provide a wide range of handsets, router and adapters devices from basic to executive, wireless, desk based or wall mounted. We support over 20 leading manufacturers including Yealink, Cisco, Polycom, Panasonic, HUAWEI, Gigaset to name a few.

Please contact one of our experts for a complete list.

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No PBX maintenance costs

Make changes, moves and additions instantly

No capital outlay

Free calls between your offices

Manage your own calls and facilities

Great voice quality

Save money

Disaster recovery / business continuity as standard

Lets your staff work flexibly from wherever they want

PBX stands for Private Branch Exchange. It’s a private telephone network, used by a company or organisation to make calls and control how they flow into the building.

Traditionally a PBX would be held in a rack or on the wall at the company’s premises and then is connected to the Public Switched Telephone Network (more commonly known as the PSTN) via ISDN lines. This allows calls from outside to reach the PBX and onwards to the right person or team.

More often than not, it is down to the company themselves to manage and maintain the PBX, which can be costly. Most companies still have ISDN in place to carry voice traffic from the PSTN to their PBX and vice-versa, but ISDN as a technology is fast becoming outdated. It is by its nature inflexible, expensive and difficult to work with. Indeed many experts predict the demise of ISDN by 2020, and BT has announced it will turn its ISDN network off in 2025.

Hosted telephony, on the other hand, is cloud based. This really just means that the brain of the system resides in a data-centre off site and the only hardware the company needs in its offices is the handsets themselves. Calls are then made using a data connection - which could be a broadband line, ethernet or similar - removing the requirement for ISDN altogether. Because of this, the addition, removal and repair of services is a simple, quick and pain-free process.

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Get in Touch

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Unite Telecoms Limited is Authorised and regulated by the Financial Conduct Authority. We are a credit broker and not a lender. FCA Registered number is 917244

To chat with anexpert or to book in

your free demo,please call:

0330 320 3027

Head office:24 Katana House

Newgate LaneFort Fareham

HampshirePO14 1AH

Tel: 0330 320 3027

Email: [email protected]