What are the main solutions and features offered by XonTel Call Center?

XonTel Call Center provides a wide range of professional and advanced solutions. These include Interactive Voice Response (IVR) with welcome messages that route callers to the appropriate departments, real-time monitoring and supervision with alerts when calls exceed a specified duration or certain words are used, customer satisfaction surveys conducted after calls, and remote working capabilities that help businesses manage employees efficiently from different locations.

How do call recording and call details help improve business operations?

Call recording enables businesses to monitor service quality, accurately evaluate customer service employees, and improve their performance. Call details provide comprehensive information about incoming and outgoing calls, including the call time, source, the employee responsible for transferring the call, and the employee who handled the customer's issue.

Can supervisors monitor calls through XonTel Call Center?

Yes, the system provides tools for supervising calls and monitoring workflow. Alerts can also be configured to notify supervisors when a call exceeds a specified duration or according to the organization's approved settings and policies.

Does the call center system support remote work management?

Yes, the call center system helps businesses organize customer service teams across different locations and branches, depending on the system configuration. It enables companies to distribute calls, monitor employees, and maintain continuous communication with customers.

How does XonTel Call Center improve customer satisfaction?

XonTel Call Center helps reduce waiting times, route calls to the correct department, maintain customer communication history, monitor call quality, and measure customer satisfaction. These tools contribute to providing faster and more organized customer service.

XonTel Call Center system

Q: What is XonTel Call Center?

XonTel Call Center is an integrated system for managing calls and communication between businesses and their customers. It helps organize incoming and outgoing calls, route callers to the appropriate departments, record calls, and monitor customer service employee performance through comprehensive reports.

Q: Does XonTel Call Center support call recording?

Yes, XonTel Call Center supports call recording. This allows managers and supervisors to review conversations, monitor service quality, evaluate how employees interact with customers, and identify training and performance improvement opportunities.

Q: What types of reports does XonTel Call Center provide for performance evaluation?

XonTel Call Center provides an integrated reporting system that includes advanced reports for tracking important information across communication channels, customer history reports that display previous calls during selected periods or according to customer status, and performance reports that monitor each employee individually to help managers make effective evaluation and development decisions.

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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

XonTel Call Center - Call Center Solution

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 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.

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:

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

Advanced Reports:

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

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.

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.

Frequently Asked Questions (FAQ)

What is the Xontel Call Center system?

Xontel Call Center is an integrated system for managing calls and communication between businesses and their customers. The system helps organize incoming and outgoing calls, route callers to the appropriate departments, record calls, and track customer service employee performance through comprehensive reports.

What are the key solutions and features offered by the Xontel Call Center system?

The system offers a wide range of advanced professional solutions, most notably:

Auto-attendant (IVR): welcome messages to route callers to the appropriate departments to save time.
Real-time supervision and monitoring: sending alerts to supervisors if a call exceeds a set duration or when certain words are used.
Customer satisfaction surveys: activating quick phone surveys after a call ends to measure customer satisfaction with the service.
Remote work: making it easy to communicate with and manage employees from any scattered location with full efficiency.

Does Xontel Call Center support call recording?

Yes, Xontel Call Center supports call recording, which helps management and supervisors review conversations, monitor service quality, verify how employees handle customers, and identify training opportunities and performance improvements.

How do the call recording and call detail features contribute to business development?

The call recording feature allows companies to monitor service quality levels and accurately evaluate customer service employee performance and improve it. Meanwhile, the call details feature provides comprehensive reports on all outgoing and incoming calls, including timing, source, the employee responsible for the transfer, and who resolved the customer’s issue.

What types of reports does Xontel Call Center provide for performance evaluation?

Xontel Call Center offers a comprehensive reporting system that includes:

Advanced reports: software add-ons that allow tracking more details and important information across all communication channels.
Customer historical record: displaying the full call history with customers over specific time periods or by customer status.
Performance reports: precise, professional reports that track each employee’s performance individually, helping managers make development and evaluation decisions effectively.

Can a supervisor monitor calls in Xontel Call Center?

Yes, the system provides tools for supervising calls and monitoring workflow. Alerts can be set up for supervisors when a call exceeds a specified duration, or according to the settings and policies adopted within the organization.

Does the call center system help manage remote work?

The call center system helps organize the work of customer service teams from different locations and branches, depending on the system’s setup and how it’s operated. This allows companies to distribute calls, monitor employees, and maintain continuity of communication with customers.

How does Xontel Call Center help improve customer satisfaction?

Xontel Call Center helps reduce wait times, route calls to the correct department, save customer historical records, monitor call quality, and measure customer satisfaction. These tools contribute to providing faster, more organized service.