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Call Centre Software for Inbound and Outbound
Are you tired of managing your call centre operations with clunky, outdated software that’s more trouble than it’s worth?
Say hello to our advanced call centre solution, designed to transform the way you do business. With our user-friendly interface and real-time analytics, you’ll gain unparalleled insights into your customers’ needs and preferences, optimise your workflows, and deliver a superior customer experience.
“The services provided by in2tel are extremely reliable and flexible to suit any customer’s needs”
Call Centre Features
A complete call centre platform that provides agents with full capability. Our call management platform is formed of an application and a browser-based portal. Agents can log in to the system from any device and provide the same level of service as they would from a call centre desk.
Create personalised greeting messages and get notified immediately when received. All voicemails can be listened to from a browser-based portal.
When answering a call, hold, transfer, call inquiry (hold, then make the second call), or invite a third party to join the call.
Record every detail of each inbound and outbound call, including CLIs, DDIs, and the corresponding agents.
Put a call on hold at one telephone set and continue the conversation from any other telephone set.
The ability to present a dedicated service number or withhold when making calls. Hide your phone number when making an outbound call.
Review every call detail and ensure your employees provide the highest customer service.
A multi-level IVR that integrates with your systems. You have complete control and can add additional layers as you need them.
Assign skill sets to each agent or department and route calls based on the caller’s requirements.
You can choose where your calls are routed, depending on the time of day. You can also decide where calls go outside of business hours.
If your staff work from home, automatically route your calls to their mobiles or softphones.
Organise your extensions in various ring strategies so incoming calls are always answered.
Automated Call Distribution (ACD)
Intelligent and efficient routing that combines several features to ensure calls go to the right person, even when you are at your busiest.
Assign agents to specific accounts to make support more personalised and efficient.
Manage the increasing volume of inbound calls with queue features such as announcements, callbacks and monitoring.
Automatic and manual status identification. Use an agent’s status to determine whether calls should be routed to them.
Increase the efficiency of your outbound campaigns by automatically calling a compiled list of numbers based on different strategies.
Notify agents by email when voicemails are received and allow the recording to be played over email.
Answer a call on another extension in your designated group by pressing a soft key or entering a shortcode.
Callback will hang up the caller and call them back so that they are directed to the selected destination.
Turn numbers into shortcodes, reducing the need to look up and dial long-form phone numbers.
Enable multiple on-site and outside callers to participate simultaneously in a password-protected conference call.
Gain a real-time overview of your call centre. Customise displays to suit your needs and see trends instantly.
Custom-built displays that can show any of the metrics associated with the system. e.g. call statistics, location maps, and queue overviews.
Call Monitor & Intervene
Listen to agents’ calls in real-time or record for later retrieval to improve agent performance.
In the event of a business issue, customers can route calls to a secondary destination automatically or by using a manual override.
Block outbound calls and specific number types and add spending caps to your bills.
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 needing 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).
Years of Experience
Ade Stack MPSI
“They offered really good advice on how to save money on our line rental, which we were very happy to avail of.“
“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 lets you 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.
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.
Add additional voice services as and when you need them.
Take payments over the phone with a PCI-DSS Level 1 card payment system.
Add sales, customer notifications, or authorisation to your customer service.
Microsoft Teams Integration
Combine with Microsoft Teams to create the ultimate communication and collaboration tool.
Let’s get in touch!
If you’d like us to review your current phone bill. Please send it as an attachment to firstname.lastname@example.org. We’ll have one of our experts give you an honest answer and see if we can save you money.