PhoneCall

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.