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PhoneCall

Name: PhoneCall
Rating: 4.5 (2 reviews)

By PhoneCall

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Highlights : About PhoneCall

Real-time analytics

Outbound call center

Virtual call center

Call activity reports

Inbound & blended

Call records and recordings

About PhoneCall

PhoneCall is a cloud contact center solution that scales seamlessly to the needs of telemarketing and lead generation. The platform serves both in-house and outsourced call centers with one to 1000+ agents, providing users with a dynamic call routing engine with real-time quality metrics. The solution aims to help organizations optimize productivity by reducing deployment times, simplify campaign creation and management, and maximize effective agent talk time. PhoneCall’s intelligent dialer adapts to the current number of agents and answer rate for lower and consistent wait times. Predictive dialing helps reduce inactive periods and connects to the next customer seconds after terminating the previous call, removing answering machines and inactive lines. Preview dialing features provide a complete history of past interactions and notes before the call, with configurable preparation time and choice between dialing numbers. The solution also includes progressive dialing, and inbound and blended capabilities. Quality monitoring features enable users to monitor agent performance simply by clicking on an agent’s name to listen into a call in real time. Users can escalate from silent monitoring to ‘barging in’ mode to speak with all parties, ideal for case collaboration and resolving disputes. PhoneCall securely stores all call history and full recordings for up to 3 years with restricted playback access for authorized users. Real time analytics and custom reporting allows supervisors to access information on metrics across all teams and campaigns in a single dashboard. Call activity reports help organizations analyze important KPIs, while agent performance reports provide data on total calls, average and total wrap-up time, availability, and call duration. PhoneCall also includes disposition reports that help identify sales pitch issues, track contact changes, and more.

Specifications

24/7 Support

Yes

Business Size

Mid-Market

Deployments

Cloud

Language Support

English

Platforms

Product Details

Features

Live chat

Voicemail

Workforce management

Campaign management

Outbound call center

Call logging

Progressive dialer

Manual dialer

Virtual call center

Intelligent dialer

Predictive dialing

Preview dialing

Progressive dialing

Inbound & blended

Call routing

Call activity reports

Agent performance reports

Disposition reports

256-bit SSL & sensitive data

Data encryption

Recording storage

Call records and recordings

Real-time analytics

Playback access restrictions

Authorized users and roles

Benefits

PhoneCall provides contact centers with an intelligent dialer for increased productivity including predictive, preview, and progressive dialing.

Users are able to coach agents and provide data-driven feedback through performance quality monitoring for a more positive customer experience.

Supervisors can keep tabs on the pulse of the contact center with real-time and historical reports on both performance and financial goals, in a single dashboard.

PhoneCall securely stores all call history and recordings in compliance with industry regulations, whether for training or auditing purposes.

The cloud-based platform enables users to work from anywhere in the world, as well as follow agent, team and campaign progress, or listen to and join conversations.

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