Virtual Call Center

✓ Increase Sales

No more missing Customer calls.

The Virtual Call-Center statistics provide information such as: client typology, abandonment motive, agent behavior, activity peaks, etc. All of this can be used to your business’s advantage to learn how to increase your sales.

✓ The company’s image is improved

Customers always appreciate their phone number, call a professional call center, have a short response time to their requests. All this gives them confidence in choosing you as partners.

✓ Low costs

Get rid of equipment purchase and maintenance, significantly reducing costs. The Virtual Call-Center solution represents only a fraction of the cost of a classic hardware solution and grows with your business without additional upgrade or deployment costs.

✓ Fast – Simple – Efficient

Get new phone numbers, locations, phone lines, and extensions on the same day. With Virtual Call Center, you will not have to wait for the hardware to be delivered and installed. Locations in different geographic areas, teams and employees working remotely: no problem!

Your employees can talk on the phone, hold online meetings, or send messages and fax to colleagues from other locations. From now on, distance does not matter, teams can collaborate no matter where they are.

The entire Virtual Call Center solution can be managed from your desktop or mobile device for all users across all locations. It is an integrated, virtual managed solution. You have total control with an easy-to-use interface.

✓ Visibility and Real-Time Monitoring

The Virtual call center provides real-time viewing for authorized users and all the activities that take place in the telephone booth, allowing an authorized supervisor to intervene where necessary. In addition, the Call Center monitors and generates detailed reports on the performance of the PBX, available to Call Center supervisors and company management. Being a virtual solution, we do everything about upgrading or maintenance, and you can do it focus on your business without worries about software or call center hardware.

✓ 24/7 specialized technical support

Even after the Call Center is deployed, the Digitvox team offers 24/7 on-demand support including pre-maintenance, correction assistance, specialized technical support, no extra costs!

1. Lose customer calls -> A lost call may mean a lost customer.
2. Call center agents use individual phone: A new agent means another number new. All phone numbers are displayed on the company’s website in an endless list and customers call them randomly.
3. You have no visibility in the agents’ activity: You can not track agent activity or statistics related to the number of incoming or outgoing calls
4. There are no automation or integration with existing systems: You can not run campaigns automatic telephone exchanges; do not recognize the client who called, there is no customer history, etc.
5. You can not record the phone call.

Request a DEMO to see the capabilities of our Virtual Call Center. You will be surprised!

Free Testing Logo Sign analog to virtual-callcenter.ro

You can test free for 30 days without a contract and without a credit card.

You have enough time to run campaigns, integrate it with your CRM or online store, and test our APIs. During testing, you get your own numbering and the ability to integrate incoming calls and sms on your mobile numbers published on the website.

Implementation in 1 hour Logo Sign analog to virtual-callcenter.ro

You can instantly access a call center with enterprise capabilities that will scale with ease without requiring any effort to implement on your part.

We help you:

• dimension the correct call center team so you do not miss out on calls
• redial missed calls and automatically answer active calls
• you increase the success of the first call through
• automatic assignment to the most qualified operator

Lower costs Logo Sign analog to virtual-callcenter.ro

Without equipment purchases, without technicians or engineers dedicated to call-center maintenance, no support subscriptions.  Digitvox represents only a small part of the cost of a classic hardware solution and grows with your business without additional costs of upgrading or implementing your mobile numbers published on the website.

Security of your data Logo Sign analog to virtual-callcenter.ro

Traditional Call Center systems have very few security measures, being vulnerable even in the face of a natural disaster. Virtual Call Center eliminates these threats.

Connects multiple, mobile or remote locations  Logo Sign analog to virtual-callcenter.ro

Locations in different geographic areas, teams and remote employees working together through an innovative communication system. Distances do not matter, teams can collaborate no matter where they are.

Flexible, perfectly adaptable solutions  Logo Sign analog to virtual-callcenter.ro

Get new phone numbers, locations, phone lines, and extensions on the same day. With Virtual Call Center, you will no longer need equipment from the past, so you will not have to wait for the hardware to be delivered and installed.

Distribution of calls by automatic rules

Target calls to the right operator at the right time.

We can bring customer satisfaction to the services of the company to the next level!

By directing calls by automated rules, such as for example operators’ competencies, calls will be directed to operators with whom the customer will be very pleased to discuss as they will be able to give him all the information he needs.

So, with Virtual Call Center, calls can be segmented based on the skills of each agent. This capability makes communication more accurate and increases the level of accuracy of the information provided.

In addition to the spectacular results it brings to customer satisfaction, such functionality greatly increases the morale of Operators who increase their success rate, self-confidence, and therefore want to work more by feeling they have become an expert in the field.

The distribution of calls according to logical and well-defined rules leads to a concrete call assignment strategy that selects the most suitable operator for a particular request instead of simply transferring it to the next available operator, as would most of the call center CEs.

Why choose Call Distribution by Automatic Rules?

Web Phone for Mobile Agents – Office phones are no longer required!

In the corporate world, the use of workspaces is a crucial component that needs to be done in a way that meets everyone’s requirements. Especially when space is a problem, often found in call centers, it is becoming increasingly difficult to find a place for everyone and all employees to benefit from computer, office phone and other hardware.

Just as the laptop has solved the problem of space and lack of mobility of a traditional PC, Virtual CallCenter solves the problem of the office phone by making it available to those who want the Web Phone.

Integrated with Virtual Call Center, this feature makes it possible to carry out any type of phone call from your laptop or computer just through our platform.

In addition to space saving, you also get rid of the cost or effort of maintaining and inventorying office phones.

This functionality also solves the problem of operator mobility. They can also connect from the outside of the office with all the functionality they have when they are in the office.

The main features of the Web Phone:

• Turn off microphone during call (Mute function)
• DTMF (Dual-tone multi-frequency) to manually key in your phone numbers
• Internal transfer
• External transfer
• Form to complete the result of the call
• Integration with CRM through API

Why Choose Your Web Phone?

Optimize call flow

Do you want to simplify the difficult streams of calls? You can succeed with Automatic Calling Rules that help you equally distribute calls among Available Operators by following specific strategies. Now you do not have to worry about handset allocation, just focus on performance and goals.

With these predefined protocols, calls will be routed to available operators, which will avoid overspending a single Operator and keep the customer less waiting.

Call Distribution Strategies:

• Agents with the least calls
• Agents with the least time spoken
• Agent idle for the longest time
• Call everyone
• Rotate (Round Robin)

Why Use Automatic Call Distribution?

✓ Avoid call distribution burden

By Automatic Call Distribution Operators will receive a balanced call volume, which will avoid over-crowding a single operator.

✓ You have control over your calls

You have complete control over the call flow, namely how customers interact with the call center. The decision is entirely up to you.

✓ Increases efficiency

Ensure streamlined call flow by identifying operators meeting the distribution criteria.

✓ Increasing Customer Satisfaction

When call volume increases, Automatic Call Distribution helps streamline calls, which improves the connection rate with the operator and, implicitly, increases customer satisfaction.

✓ A Productive Call Center

Functions such as Automatic Call Distribution bring great benefits to the organization as it becomes more productive and increases the chances of achieving its goals.

Increase the quality of your services by monitoring agent performance both in real time and for historical data.

• For any call center, statistics and reports are very important to measure Operators’ performance and find areas to
• Reports play a major role in decision-making. With Virtual CallCenter, analyzes and reports can provide supervisors and company management with details at every minute of activity. So Operators can be closely monitored and management can ensure that they provide the best experience to their customers.
• Virtual CallCenter can provide a wide range of historical statistical reports that contain information from activities that have already been performed, whether recent or past. For them, the user can select the time (start date and end date) for which they want the information to be displayed.

What is a predictive Dialer?

A Predictive Dialer is an automated telephone dialing system that enables call center agents to increase their number of live connections.The Predictive Dialer anticipates when to place the next phone call as follows: Based on the number of agents and the average call duration, they adjust their dialing pattern. For example, if an operator appears to be predominantly available and the average call duration is relatively short, then Predictive Dialer will make the calls more frequent. Similarly, if operators are predominantly busy and average call duration is long, Predictive Dialer will adjust its algorithms to keep the client on hold as soon as possible, but to give maximum operator load. Predictive Dialer makes it possible for each operator to receive the optimal volume of calls, with very short deadlines or completely non-existent deadlines, and that the dialing process is automated and benefit from the best algorithm at the time.

Figures show that Predictive Dialer dramatically increases the customer contact rate, which also leads to an increase in the conversion rate per operator by 60% to 80%. Companies strive to gain as much of the market and because each call counts, outbound campaigns must be as effective as possible.

Predictive Dialer creates a sales explosion, increases productivity, optimizes connectivity and  contacts a wide range of customers in the shortest possible time.

Reason to choose Predictive Dialer?

Supervising in real time

Virtual Call Center has a dashboard interface that displays different metrics for supervisors and supervisors so they can monitor real-time areas of interest in real time.

These reports, which can be provided even in real-time, allow detailed granular entry to verify and understand where the different situations are.

Below are some of the areas for which Virtual Call Center can provide real-time reports and statistics:

• Operators Performance
• Call quality
• Customer experience
• Dirty language
• Feedback Clients
• Respect for non-violent attitude
• Operator Improvement Areas
• Capabilities and points of the operator
• Escalation attempts

Why monitor real-time operator activity?

✓ Ensures Quality and Consistency in Customer Relationship in Real Time

Ensures Quality and Consistency in Customer Relationship in Real Time

Thanks to real-time statistics and information Supervisors can ensure that each customer is served in the best possible way. Supervisors can keep track of incoming calls in real time and make proactive decisions when they notice Operator deficiencies in how they handle the customer.

Thus, the Supervisor ensures that the situation never escapes control and that customer satisfaction is at the highest possible level. Consistency in customer management greatly contributes to increasing engagement and customer satisfaction.

✓ Improving the decisions taken

Management can make better decisions because it is based on actual and very recent facts from reports and can also perform a comparative analysis between Operators to see who is behind and who is efficient.

These analyzes will also help the business in sales forecasting, which ultimately helps them to create business plans and strategies in consequence. We offer a free demo of these features and many other features that are part of the Virtual CallCenter. Contact us to find out more!

✓ Identifies the Operator’s Improved Areas to provide them with the right training

With real-time statistics and reports, Call Center Supervisors can monitor the Operator’s performance and meet performance indicators on the spot.

This will provide sufficient information to identify the areas the Operator needs to improve. By collecting this statistical information, the Supervisor can plan appropriate training sessions to solve these problems.

✓ Identifies the Operators’ skills

Real-time statistics and analytics also help identify Operator’s strengths. This functionality then helps Supervisors assign calls according to the Operators’ skills to make it as productive as possible.

Home Page administration Self-Service

Manage your call center alone through an intuitive graphical interface. You do not need dedicated specialists and do not depend on any vendor for most configuration changes.

Request a free demo and product manuals to learn more about how to manage your call center software yourself.

More call centers under a single umbrella

Virtual Call Center allows you to define more call-center structures under the same platform.

For example, if you have two online stores and you want to have another contact number, another IVR and completely different call allocation rules, Virtual CallCenter can meet all these conditions and you will pay the price per operator, as if you have one call center.

Each call center can scale or change as simple as one and you will benefit from virtually all the capabilities of the Virtual CallCenter platform.