Virtual call centre software

A highly scalable call centre solution that allows you to provide a smooth caller experience, whilst managing calls and agents from anywhere in the world.

Call centre | in2tel

The services provided by in2tel are extremely reliable and flexible to suit any customer’s needs”

Siptel

Call Centre features

A complete call centre platform that provides agents with full capability. Call centre is formed of an application and a browser-based portal. Agents can log in to the system from anywhere device and provide the same level of service as they would from a call centre desk.

in2tel-Call-Centre-interface

Voicemail

Create personalised greeting messages and get notified immediately when received.  All voicemails can be listened to from a browser-based portal.

Call features

When answering a call; hold, transfer, call inquiry (hold then make the second call), or invite a third party to join the call.

Call logs

Record every detail of each inbound and outbound call, including CLIs, DDIs, and the corresponding agents.

Call parking

Put a call on hold at one telephone set and continue the conversation from any other telephone set.

Ring groups

Organise your extensions in a variety of ring strategies, so that incoming calls are always answered.

Call masking

The ability to present a dedicated service number or withhold when making calls. Hide your phone number when making an outbound call.

IVR system

A multi-level IVR that integrates with your systems. You have complete control and can add additional layers as you need them.

Skill-based routing

Assign skill sets to each agent or department and route calls based on the caller’s requirements.

Time-based routing

Choose where your calls are routed, depending on the time of day. You can also decide where calls go outside of business hours.

Homeworking

If your staff are working from home, have your calls routed to their mobiles or softphones automatically.

Ring groups

Organise your extensions in a variety of ring strategies, so that incoming calls are always answered.

Automated Call Distribution (ACD)

Smart and efficient routing that combines several features, to ensure calls go to the right person, even when you are at your busiest.

Preferred agent

Assign agents to specific accounts so that support is made more personalised and efficient.

Queue management

Manage the increasing volume of inbound calls with queue features such as announcements, callbacks and monitoring.

Agent status

Automatic and manual status identification. Use an agent’s status to determine whether calls should be routed to them.

Auto dialler

Increase the efficiency of your outbound campaigns by automatically calling a compiled list of numbers, based on different strategies.

Voice-to-email

Notify agents by email when voicemails are received and allow the recording to be played over email.

Pickup groups

Answer a call on another extension in your designated group by pressing a soft key or entering a shortcode.

Callback

Callback will hang up the caller and call them back so that they are directed to the selected destination.

Speed dial

Turn numbers into shortcodes, reducing the need to look up and dial long-form phone numbers.

Preferred agent

Enable multiple on-site and outside callers to participate simultaneously in a password-protected conference call.

Real-time dashboards

Gain a real-time overview of your call centre. Customise displays to suit your needs and see trends instantly.

Call recording

Review every detail of any call and ensure your employees provide the highest level of customer service.

Call monitor & intervene

Listen in on agents’ calls in real-time or record for later retrieval to improve agent performance.

Wallboards

Custom-built displays that can show any of the metrics associated with the system. e.g. call statistics, location maps, queue overviews.

Disaster recovery

In the event of a business issue, customers can route calls to a secondary destination automatically or by using a manual override.

Fraud protection

Block outbound calls and specific number types and add spending caps to your bills.

in2tel-Call-Centre-network-diagram

Manage all your services, data, and staff through an easy-to-use web portal. The browser-based portal provides an overview of all activity within the call centre in real-time.

Allow agents to make VoIP calls from their computers, without the need for a handset. Integrate this with your CRM, to allow live updates of records and improve productivity around the call centre.

Why choose the in2tel network?

Benefit from carrier-grade quality calls, a multi-cloud infrastructure that allows a 99.999% uptime SLA, and encryption options for signalling (TLS) and media (SRTP/ZRTP).

15+

Years of Experience

3k+

Happy Clients

100%

Satisfaction

Ade Stack MPSI

Stacks Pharmacy

“They offered really good advice on how to save money on our line rental, which we were very happy to avail of.

Brian Goggin

Siptel

“in2tel’s support team are always available for troubleshooting and usually resolves issues on the first call.”

Call Centre integrations

Integrate with in2tel’s other services to personalise every step of your customer’s journey. Combining with other services allows you to turn your call centre software into a unified communications platform.

Add and dispose of services as you need them

Keep your operation costs low by adding call centre integrations as and when you need them.

Wallboard installations

Gain a real-time overview of your inbound and outbound calls.

Gain a real-time overview of your inbound and outbound calls.

Show call logs, current call count, success and failure percentages, call location maps, queue overviews, queue graphs or other metrics associated with the system.

Move today!

  • Low-cost
  • Carrier-grade quality
  • Advanced call features
  • Disaster recovery
  • Fraud protection
Call-Centre-wallboard

Additional services

Add additional voice services as and when you need them.

card-payment-over-mobile

Card Payments

Take payments over the phone with a PCI-DSS Level 1 card payment system.

sms-sending-on-a-mobile

SMS

Add sales, customer notifications, or authorisation to your customer service.

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Notifications

Send push notifications to customers for important updates and sales offers.

Let’s get in touch!

If you’d like us to review your current phone bill. Please send it as an attachment to sales@in2tel.ie. We’ll have one of our experts give you an honest answer and if we can save you money.

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