PBX system in Kuwait

Posted on: July 15th, 2020 by xontel_admin

A Private Branch Exchange (PBX) system is just one type of private telephone network that companies can use for their communications. A PBX can come in many shapes and sizes, so it’s perfectly fine if you feel overwhelmed by all the information you find about it.

PBX system
What is a PBX system?

A PBX phone system is a type of private business telephone network that can be used for internal and external phone communications. PBX systems allow voice calling plus additional features like call recording, interactive dialing menus, voicemail, call transfer, queuing, and more.

 

Depending on the type of PBX system, these connect users either through an analog phone line using plain old telephone service (POTS) or a digital phone line via the internet using Voice over Internet Protocol (VoIP) technology.

Features of PBX systems:
  • Cost Savings: While older phone systems have fewer features, they tend to cost more both in maintenance and in monthly phone bills.
  • Easier to Maintain: Dedicated wiring and hardware requires specialized service. Because a modern phone system uses an internet connection, they can use existing LAN infrastructure. System maintenance is mostly over a computer interface. Users can add a second phone line, for example, in minutes.
    Connect Over the Internet: Besides easier maintenance, using an internet connection means businesses can access their phone system from anywhere. This makes it easier to bridge multiple offices.
  • Mobility and Remote Work: Even if users are not in any office, they can still use a web browser or cell phone to manage their communications. On a web or mobile app, users can call a colleague’s extension, answer incoming calls or call external numbers. They can also see caller ID, transfer calls and set up call forwarding. In addition, some office phone systems integrate video and business texting.
  • Easy Expansion: An IP phone system is also easier to expand. Adding a new extension can be as easy as setting up a user online, then plugging in a phone.
  • Call Center Features: Systems no longer rely on manual switchboards. But online switchboard options, auto attendants, call forwarding rules and advanced queue strategies allow businesses to manage phone calls more efficiently. Modern systems allow supervisors to record calls, listen in to calls or take over for training and better customer service.
  • Modern Business Communications: Simple phone calls are still common. But many professionals and customers now prefer alternatives. These include video calls, web conferencing, instant messaging and social media. Business telephone systems have expanded to include tools for all channels.
  • Integration with Other Software: Business software is moving towards cloud computing. An IP PBX can integrate with CRMs, for example. This would allow businesses to sync contacts and manage information in a single location.
  • Low Pricing: XonTel offers flat rate annual pricing. When compared to monthly plans that charge per user, this can save businesses up to 80% on monthly phone costs.
  • Flexible Licensing: Pricing is also based on simultaneous calls. If a business has 50 users, most phone system providers charge for all 50 lines. Even if they use only 10 lines at a time.
  • Complete communication system: XonTel offers video conferencing and live chat included in the cost. It also integrates with the most common CRMs, Facebook business messages and instant messaging.
  • Flexibility: With XonTel, businesses choose their own SIP trunk and VoIP phones. Since XonTel is an open platform, it integrates with most common service providers and hardware. This means savings on hardware, toll-free numbers, long-distance calling and more.
  • Mobility: XonTel offers full-featured apps for web browsers as well as iOS and Android devices.
  • Easy Scalability: As a business grows, XonTel’s software scales easily. Flexible licensing likewise makes it easy to increase, or reduce, phone service.

XonTel IP PBX Products

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XonTel offers many varieties of pbx system in Kuwait, and it is one of the biggest manufacture of pbx system in Kuwait, PBX Kuwait

VoIP Solutions & Providers in Kuwait

Posted on: July 14th, 2019 by xontel_admin
voip provider
What is VoIP?

VoIP (Voice over Internet Protocol) is a digital telecommunications technology that lets users make/receive voice calls over the Internet instead of the standard landline telephone network (the PSTN.)

It works on devices with Internet access, meaning analog phones, (desk phones or hard phones connected to the VoIP system) smartphones, tablets, desktop computers, and laptops can all be used for VoIP calling.

In addition to greater mobility, VoIP offers more advanced features, a higher level of customization, and significant cost savings compared to traditional phone lines. it also referred to as IP telephony, virtual telephony, or Voice over IP calling.

Benefits of Using VoIP Services

In addition to the above-mentioned cost savings, VoIP offers numerous benefits to SMBs and Enterprise-level companies alike.

Top Business VoIP benefits include:

  • It’s easy to set up, manage and maintain
  • Lower Costs, Cost-Effective Hardware and Software
  • It increases flexibility and mobility for users
  • Can be scaled to meet demand
  • Improved team productivity and a more balanced workload
  • Comes with a wide range of call features
  • Increased customer satisfaction and decreased employee turnover
  • Detailed insight into agent, department, and overall call center activity via analytics
  • Higher levels of customization and personalization

XonTel is the right pick if you’re new to VoIP technology and need a VoIP service or VoIP Provider in Kuwait that’s user friendly without compromising on quality—just ask any of the  businesses that use XonTel already.

XonTel is a great all-rounder for businesses, regardless of industry. It also offers cloud-based PBX platform that includes all the features that modern organizations have come to expect from their VoIP solution.

the ease of setup is another bonus of the XonTel VoIP solution, with users simply selecting their service level and choosing their numbers before the service is ready to go. There’s also a desktop, iOS, and Android app for easy management of XonTel’s features.

To find out more information about XonTel products and services in Kuwait, VoIP provider in Kuwait or request a suitable one for your company, do not hesitate to contact us.

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What is IVR (Interactive Voice Response)?

Posted on: June 4th, 2022 by xontel_admin

Interactive Voice Response (IVR) is an automated phone system technology that allows incoming callers to access information via a voice response system of pre recorded messages without having to speak to an agent, as well as to utilize menu options via touch tone keypad selection or speech recognition to have their call routed to specific departments or specialists.

IVR Interactive Voice Response

A well designed IVR software system can help increase customer satisfaction and improve contact center operations and KPIs. Particularly during times of high call volume, an effective interactive voice response system can help avoid hold time by helping customers find answers and perform simple tasks themselves. In cases where a customer needs or requests to speak with a person, ivr  Interactive Voice Response technology can help route calls quickly and seamlessly to the best call center agent to address their inquiry.

How Does IVR Work?

There are two primary components of IVRs that enable the computer to understand and process the caller’s requests. One is voice recognition technology, and the other is called Dual-Tone Multi-Frequency signaling (or DTMF).

DTMF signaling occurs between the phone and the computer when callers use the keypad on their phone to select menu options. This touch-tone technology allows intelligent call routing to take place without a human operator.

 

IVR platforms with voice recognition capabilities enable what’s called Directed Dialogue, which means callers can give verbal responses instead of using the keypad to navigate the menu. For example, an IVR menu might say, “For billing, press three or say ‘billing.’”

Benefits of IVR Systems

Below is a list of the advantages you get when adopting IVR capabilities in your call center workflows:

Reduced Call Numbers

IVR software is a technology that allows customers to save time and resolve their problems faster than before. The less time they spend on the call, the more people your company can serve. Before a customer called a regular infoline and reached a general reception line, IVR now replaces it by introducing call routing. The customer call is instantly answered and directed to the requested department. Even if there is no suitable option for the customer to choose from the IVR menu, the caller can select to talk to agents.

Better Customer Service:

No business can thrive without customers. Therefore, having a good customer experience is imperative. Several studies report that 48% of customers prefer using the phone to resolve their issues.

Interactive Voice Response systems also make clients feel like they’re better attended to. IVR systems ensure that any usual question a customer might have already has a quick response readily available. A good IVR flow provides informative and time-efficient responses, guiding customers through an intuitive menu right to the department that can best resolve their needs.

Ultimately, this means answering a call on the first ring, thereby reducing customer wait time and cutting call volume, and saving time for both the client and company. And because they’re talking to the person who can solve their problems, there’s a much better chance of fixing the problem on the first call.

Offering a Callback

During a high volume of incoming calls, IVR technology has a useful feature that offers callers a callback at a later time to avoid long waiting periods and to prevent worsening the customer service experience. The company agents will have less stress and will be able to fully assist the clients later. IVR software sends the callers’ phone number and possibly preferred date and hour for a callback to agents to dial at a less busy time.

Unlimited Customer Access:

While office hours, holidays, and breaks dictate and limit employee availability, IVR systems are always at the customer’s disposal. They can call your contact center and interact with your IVR systems at any time, even outside your business hours.

This means a customer can receive customer service whenever they need it. While the option of having a live representative is still essential for more complex support requests, an IVR system gives unlimited access to a basic level of customer service.

Create a Better Company Image

If you’re a smaller company, you may not necessarily have the call volume that requires IVR technology, but it can still be a beneficial tool to have. An IVR creates the idea that your company is huge, as one receptionist couldn’t possibly manage your call volume.

For bigger companies, these systems foster a professional image by maintaining consistency in customer service and call volume.

Reduce operational costs.

IVR systems will replace a receptionist or a customer service agent who answers calls and directs calls to agents. They are also very affordable, will increase efficiency and will reduce operational costs, so the ROI is huge.

Increased Productivity

Routing callers to the specific departments or staff members to address their specific needs means less time spent conferring with colleagues to find the right answer or transferring the caller until they get what they need. Time spent on hold or being routed from department to department is a major driver in customer dissatisfaction, and you want to avoid this as much as possible.

Call routing also enables contact center agents to prioritize the most urgent calls, increasing overall efficiency and first-call resolution rates.

With an IVR system, your company will be able to attend to a high volume of calls without long call wait times or stressed receptionists.

Error-Free

High call volumes tend to be a mental strain on call center agents, which can result in misrouted users in addition to long waiting times. This can severely impact your customer service experience. With the IVR system’s automated routing, you greatly reduce the risk of mistakes in directing a customer to where they need to go

When your clients have a good customer experience, all good things will follow for your business. XonTel offers you very powerfull call center system with modern IVR technology. You can tailor your XonTel call center IVR system to your specific needs, use multi-level menus for more in-depth customer choice, and even customize routing behavior and how calls are sent to various groups in your contact center
To find out more information about XonTel call center system and IVR Systems, do not hesitate to contact us.

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Reasons and Benefits Of Cloud Call Center

Posted on: June 3rd, 2022 by xontel_admin
XonTel Call Center

Cloud call center Solution is a fantastic innovation that allows small and big businesses to enjoy the benefits of a call center, but with the cost and convenience of working from home. Today, many businesses are moving their call center to the cloud to stay ahead of the competition, meet and exceed customer expectations, and deliver a distinctive customer experience.
Unlike the traditional call centers that are heavy on hardware, with limitations to customer communication channels, cloud provide flexibility, cost optimization, and scalability on demand – eliminating the need for physical infrastructure.

A Definition of Cloud Call Centers

Hosted in the cloud by a business server, a cloud call center is the hub of an enterprise that handles all customer communications. Because this center is in the cloud, it makes interacting with customers, including all inbound and outbound communication via voice, email, social media, and the internet, accessible from anywhere. Cloud-based call centers require users to have internet access with enough bandwidth to accommodate them. Companies choose to modernize their call centers by choosing those in the cloud because customers increasingly use digital channels to contact businesses.

Benefits of cloud call center:
  • Fast Deployment:

    Cloud call centers provide fast and effective results. While the installation processes in traditional call centers can take months – set-up teams must provision computing and storage resources, install viable applications, and apply necessary configurations, not to mention test the new installation. Choosing to move your call center to a cloud-based solution, you receive a ready-to-go product.

  • Easy to Use:

    The use of cloud-based call centres allows users to seamlessly access systems with the help of an internet connection and deliver high-level customer experiences anywhere anytime.

  • Cost:

    It costs more to maintain traditional call centers. These costs include, but are not limited to, licenses, hardware, installation, maintenance, and technical support.
    With the cloud call center, you only need an internet connection, a computer, and a headset. This spares your business the high costs of traditional set-ups while increasing the efficiency of your company with flexible cloud solutions. cloud call centers do not a large upfront hardware or infrastructure cost as long as your organization has a strong internet connection with sufficient bandwidth. Ongoing costs include a monthly subscription.

  • Integrations:

    It is difficult but possible to integrate an on-premise call center with other services, mainly because of licensing and installation. XonTel Call Center features a public API that allows quick and easy integration with business applications such as CRM, ERP, SMS Gateways, Point of Sales Systems (POS), Hotel Managment System, and Social Media Platforms. XonTel Call Center is built and hosted within Amazon AWS infrastructure, and as such, our users can easily communicate natively with related tools.

  • Reporting and analytics:

    With the right cloud call center software, you can keep track of incoming and outgoing calls, measure the value of marketing spend, compile information about call times and agent performance.

  • Reduce Technical Staff:

    cloud systems provide all the necessary support built into the software.

  • Accessibility:

    Connect to your call center from anywhere in the world with a computer connected to the Internet. Reach your customers anytime, anywhere from the office or home. Establishing a remote agent program offers the opportunity to expand your hiring range to the entire country or even globally instead of merely looking for candidates within your office location.

XonTel is one of the pioneers in developing and manufacturing best Cloud call center and Cloud Contact Center solutions, services and various communication products which are used in local networks or via IP Technology (VOIP) in the Middle East, because of its long history in the world of communications in the Arab world.

To find out more information about XonTel call center system and benefits of best cloud call center or request a suitable solution for your company, do not hesitate to contact us.

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Call Center Terminology – part 2

Posted on: April 14th, 2022 by xontel_admin

In the previous article, we reviewed the first part of the most important call center terminology, and in this article we continue to simplify and explain the second part of the most important call center terminology ( CRM – IVR – ACD – Call Recording ):

Explanation of Call Center Terminology

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Call Center Terminology – Part 1

Posted on: April 10th, 2022 by xontel_admin

By the development and spread of call center systems and call center terminology, these systems have become an integral part of all companies, regardless of their size, and are highly relied on in managing customer relations, so it was necessary for every employee or business owner to understand the most important terminology of Call center , like Abandoned Call – Agent Status – Agent – Call Ccenter Queue – Call Center Manager – Blended Agent – Call Routing .

In the following article, we try to simplify some of call center terminology in order to provide a comprehensive understanding of the call center environment and provide appropriate definitions about common call center terms and some of the names that are usually used in the call center industry and its work environment.

Explanation of Call Center Terminology

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XonTel Call Center system

Posted on: March 11th, 2022 by xontel_admin

Unlimited Communication Techniques

The call center system or call center software is considered the link between the company or organization employees and its customers, that’s why we provide you XonTel Call Center Solution .

The main objective of any call center system and call center software is to manage the process of sending and receiving requests or inquiries and communicating through all channels with customers.

XonTel is one of the pioneers in developing and manufacturing call center solution and call center software, services and various communication products which are used in local networks or via IP Technology (VOIP) in the Middle East, because of its long history in the world of communications in the Arab world.

Why XonTel Call Center System?

XonTel contributed to the establishment of a call center system which is supported by professional and smart solutions for communication systems and services.

This call center solution is up to date with Telecommunication latest technology and the latest methods of communication with customers, including smart solutions for business development to various sectors.

XonTel call center system was built on a combination of understanding the needs of the customers, practical and software experiences, and flexibility towards modern market changes.

XonTel Call Center’s target is to increase the operational efficiency of its customers, and increase the value of their brand name, to become an important partner of clients’ success.

XonTel Call Center Advantages and solutions:

The call center solution will help you to achive:

  • Simplify and facilitate communication between companies and their clients.
  • Upgrading and improving customer service.
  • Facilitating the employee’s tasks.
  • Achieving customer satisfaction.
  • Gain the trust and loyalty of customers.
  • Improving the quality of communication with customers.
  • Integrate a correct database for the company’s clients.
  • Facilitate communication and cooperation within the company and their employees.
  • Facilitating work from different places and the availability of remote work.
  • Attract potential customers and identify the new opportunity, which leads to sales increment.
  • Save time, cost and reduce effort.
  • Enhance the company’s image and maximize the brand’s value.

XonTel Call Center Solutions

Welcome Messages (IVR)

Which helps you to direct the caller to the relevant department or the required service, which helps in saving time of the customer and the employee.

Determine working hours and off days

By using the call center system, you can set the time of receiving calls according to working hours, as well as you can schedule customer calls on holidays and out of working hours.

Call recording

The Call Center system allows you to follow up and record all incoming and outgoing calls between your agent and your customers, which helps in evaluating and improving performance

Waiting and transferring calls

You can put the customer on hold and play a specific advertising message, or transfer calls to the relevant department to handle the customer.

Unified number

XonTel Call Center system allows you to configure your landline or mobile number with your unified number, which makes the connection easier.

  • Welcome Messages (IVR)

    Which helps you to direct the caller to the relevant department or the required service, which helps in saving time of the customer and the employee.

  • Determine working hours and off days

    By using the call center system, you can set the time of receiving calls according to working hours, as well as you can schedule customer calls on holidays and out of working hours.

  • Call recording

    The Call Center system allows you to follow up and record all incoming and outgoing calls between your agent and your customers, which helps in evaluating and improving performance

  • Waiting and transferring calls

    You can put the customer on hold and play a specific advertising message, or transfer calls to the relevant department to handle the customer.

  • Unified number

    XonTel Call Center system allows you to configure your landline or mobile number with your unified number, which makes the connection easier.

XonTel Call center Solutions

XonTel Call Center system aims to increase efficiency

operating for its customers and increasing the value of their brands,

To become an important partner for the success of its clients.

Supervision and follow-up:

Survey
Survey and customer feedback:

The system allows you to survey the customer's opinion of the provided service by making a quick questionnaire over the phone to measure his satisfaction with the service and take his comments in consecration.

2-way-communication-call-center-solution
Supervising calls:

You can set a specific time for the call, and in case it is exceeded, it sends an alert to supervisors. Or specify preset words if the client uses them, the system alerts the supervisors, etc.

follow-up
Monitor call records:

You can monitor call recording of some calls to evaluate the quality of the agents, and follow up their level in customer service to improve their performance.

Comprehensive Reports

Call Details
Call details:

View the details of incoming and outgoing calls, starting from time, source, transferring, and who solved the customer's inquiry.

Custom-dashboard
Advanced Reports:

Software add-ons which allows you to add more details and important information in all of your customers' communication channels.

Reports
Call-History
Customer history:

The system allows you to view the history of customers' call details or by a specific customer at a certain time or according to a specific situation.

analytics-and-reporting
Performance reports:

Professional reports which monitor the performance of each agent, it helps in evaluating and improving the performance of your staff.

To find out more information about XonTel call center system or request a suitable one for your company, do not hesitate to contact us.

XonTel provides the latest technologies to compete with its global counterparts at competitive prices.

It also provides a professional and highly qualified technical support team to know and meet the needs of all customers with accuracy and high efficiency.

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The Call Center System

Posted on: April 19th, 2022 by xontel_admin

By Internet, telecommunication technology development, and the great need to call center system, call center solution , data transmission speeds development, the emergence of giant multinational companies, and even companies with branches in different countries, the communication systems within these companies have become one of the main pillars in customer service, dealing with them and the link between the company and its customers, which lead to increased reliance on call center systems and call center solution, so let’s explain in detail what is a call center system and call center solution ?

call center solution

What is a call center system ?

The call center software or call center solution is a system that allows companies to manage all communication channels with customers such as phone calls, e-mail, live chat, SMS and social media. 

The call center software can be used as part of customer service and help employees respond to customer inquiries and solve their problems.

Call center systems or call center solution has many shapes and functions, such as:

Call-Details

Call Details & Call Analysis

Custom-dashboard

Billing system

automatic dialing software

Custom dashboards

Computer telephony integration

Automatic Call Distributor

Welcome messages (IVR)

For this reasone, you should Know the importance and understand the call center system and call center solution features before deciding to invest in it.

So, to help you get a better idea of ​​the suitable call system for your business, We will discuss all the information you might need to know in this article.

Thanks to the development of Voice over Internet Protocol (VoIP) and Cloud Computing, the hosted call center system or cloud call center requires only the basic components like a computer, a browser and an IP phone.

Using a call center system, you can now easily set up your own contact center, which can monitor the quality of the service provided to the customer, record calls via call recording system, analyze the content of conversations, manage queues, online calling back and social media support.

1- What are the types of call center or call center systems?

The purpose of the call center systems is helping companies to manage customer communications from any available channel with the company.

The call center program can be categorized into the following:

  • What are call center types?

    Company premises call center systems:

    Usually, it is sold with a license to use on time where the company employee operates, installs and maintains the call center.

    It requires installing the devices in all branches of your company and connecting them with each others

    It is the most professional type of call center, although it is also the most expensive.

    ]

  • 1- ما هي أنواع أنظمة الكول سنتر أو مركز الاتصال؟

    Cloud Computing Call Center Systems:

    Its idea is to have a call center system on the cloud

    It could be accessed from anywhere without the need to download or install any program

2- What do call centers provide?

To answer this question, we have to understand the main purpose and function of a call center.

  • The system allows companies to provide support, fully communicate with customers and respond to their inquiries.
  • It is the easiest way for better customer communication with your company, to allow them to interact with you and your products or services.
  • Communication with customers is carried out through the call center system in two directions,  from the customer to your company or from  your company to the customer, for purposes such as Marketing, offers, surveys, deals, discounts, etc.

To do all of the above and more, the call center system was designed with functionality to facilitate this two-way communication.

You can benefit from features like voicemail, email, support ticket, chat, conference and more.

For comprehensive information about clients, Call center systems provide integration and compatibility capabilities with CRMs, e-commerce or marketing platforms, and chating systems.

For example, the call center system can show you the following:

  • Caller’s previous purchase history, voicemails, notes, cases, phone calls with the company, Chat, support tickets, and more.
  • It allows you to provide better service, streamline workflow, and eliminate redundant information.

How does Call Center System operates?

Usually, call center software facilitates the following steps:

  • The system recognizes customers by checking their data in the database.

If the caller is not in the database, it will usually register the new caller client in the company’s databases to identify him in the future.

  • If the customer is already registered in the database, the system will show to the call center agent all his previous logs by receiving the call, and provide the agent with sufficient information about the client, including the client’s previous logs on the system, before dealing with him.
  • When the caller responds to the IVR, it will direct the call to the correct preset queue.
  • When the call enters the queue, all agents who are assigned to the queue can pick up the call manually. Or it automatically assigned based on an automated call forwarding system.
  • When the call is received and the customer answered, the call center agent can assist the customer, and answer all his inquiries or solve all his problems
  • If the call center agent cannot solve the customer’s problem during the call, The system allows him to save what has been accessed with the client, To reuse it later to follow up solving the customer’s problem.
  • Based on the customer’s response. The agent can indicate the status of the ticket as open, closed, resolved, or requires follow-up.
  • When the ticket status is marked as “Closed”, an automated survey call or email is sent to the customer for his feedback. The company can use its results for marketing strategies or other purposes.

As you can see from the previous steps, the call center system has simplified communication with the customer.

It makes the mission of a call center agent easier and less complex, ensuring efficiency and productivity, and enhancing quality and prompt customer support.

3- What are the call center system features?

IVR
IVR Welcome Voice Messages:

Which helps you direct the caller to the relevant department or the required service.

working-hours
Call scheduling system:

It allows you to set the working hours in which you receive your customers’ calls, and outside working hours you can record a voice message to the customer by leaving his inquiry and he will be answered later.

2-way-communication-call-center-solution
Call forwarding feature:

You can transfer calls to the relevant department to deal and communicate with the customer well.

unified-number
Unified number

The possibility of linking between short commercial numbers, landlines and internal lines for employees.

follow-up
Comprehensive and accurate calls reports:

system allows you via call recording system to record all customers’ data, requests or complaints with high accuracy. It helps in evaluating the importance of each case individually and the priority of responding to it (high, medium or low).

Recording
Call recording system:

Call recording system is allowing you to recored all incoming and outgoing calls are recorded to ensure the quality of service and its development

Certificate
Agent evaluation system:

An automated agent performance evaluation system after the end of each call.

By redirecting the client to this evaluation to test the employee’s level according to the clients opinion.

unified-number
Unified Communication Channel (OMNI Channel):

You can view all your client’s history and monitor the number of calls and complaints and requests submitted by him on all communication channels.

Certificate
Social media integration:

You can link  the company’s accounts in social media platforms (WhatsApp – Instagram – Facebook – Messenger or Twitter)

Certificate
Public Portal

Enable your customers to register and follow up on their complaints or inquiries through the public ticketing portal.

XonTel is the pioneer of companies in the Arab world that provide call center solutions and call center software for the business sector of all sizes.

To find out more information about XonTel call center system call center software or request a suitable one for your company, do not hesitate to contact us. 

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