Call Center Features

XonTel Call Center System

System with infinite solutions

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Call Control

Interactive voice response (IVR)

IVR helps you in directing the caller to the relevant department or required service.

Time Group & Time condition

Allows you to select the days and times to receive calls and direct it to welcome IVR.

Call Forwarding

Through it, you can transfer customer’s call to the relevant department.

Call recording

All incoming and outgoing calls are recorded to ensure the quality of service.

Customer Follow Ups

Ticketing System

It helps call center employees register customers’ requests and manage their complaints, or by the customer himself via Public Portal.

The Web Dialer

Where it allows you to activate your number via browser and call or receive direct through a window prepared for this purpose.

Web Chat

You can run and link the web chat system to your website, it allows your customers to message you directly into a text field

Email & SMS

The possibility of linking with E-mail and SMS platforms to The call center system for easly management and following customer up.

Reports and Monitoring

Comprehensive & accurate calls reports

Recording all customers data, requests or complaints, to identify their priorities.

Performance Evaluation

The ability to automatically evaluate the performance and KPIs for each employee. it helps in improving the performance.

Reports and Statistics

Comprehensive and accurate reports and statistics supported with graphs that can be modified as you like.

Call recording scoring agent

Evaluating calls based on some defined standards. It empowers supervisorse to evaluate quality.

Accessibility

Authorization and Permissions

A specific portal for each employee with his own User and Password, and the ability to control the permissions of each user.

Remote Access

The possibility of Working remotely, whether from home or from another headquarters of the company.

OMNI Channel

Lite CRM

Through it, you can track all your customer’s transactions on all communication channels and platforms

Social Media Integration

The possibility of linking to (WhatsApp, Instagram, Facebook, Messenger, Twitter) to increase with customers interactions directly.

Keyword Filtering

This advanced system helps companies to quickly solve and track any problem or complaint on the part of any customer.

API Integration

Integration

An advanced system capable of integrating with

all types of databases for your business through (APIs).

Phone Access and Linking

Phone Numbers Linking

The possibility of linking short commercial numbers, PSTN lines, internal extensions for employees and mobile numbers, and controlling them easily at any time.