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Call Centre Software
Are you tired of managing your call centre operations with clunky, outdated software that’s more trouble than it’s worth?
It’s an advanced piece of software designed to transform the way you do business.
User-friendly interfaces and real-time analytics allow you to 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.”
Siptel
Call Centre Features
Our call centre software equips agents with extensive customer service capabilities. Calls can be managed from an application or a web browser portal. Agents can log in from any device and location, delivering the same high level of service as they would from their desks.
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.
Voicemail
Create personalised greeting messages and be notified immediately when received. You can also listen to all your devices.
Call Logs
Record every detail of each incoming and outgoing call. Monitor response times, call durations, and frequency to improve your customer service.
Call Parking
Put a call on hold at one telephone set and continue the conversation from any other telephone set.
Call Masking
The ability to present a dedicated service number or withhold when making calls. Hide your phone number when making an outbound call.
Call Recording
Review every call detail and ensure your employees provide the highest customer service.
Auto Attendant
A multi-level phone menu that integrates with your systems. Add additional features such as phone payments.
Skill-based Routing
Assign skill sets to each agent or department and route calls based on the caller’s requirements.
Time-based Routing
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.
Homeworking
If your staff work from home, automatically route your calls to their mobiles or softphones.
Ring Groups
Organise your extensions using 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.
Preferred Agent
Assign agents to specific accounts to make support 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.
Wallboards
Custom-built displays can show any system’s metrics, such as 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.
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.
Manage all your services, data, and staff through an easy-to-use dashboard. 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).
19+
Years of Experience
3k+
Happy Clients
100%
Satisfaction
Ade Stack MPSI
Stacks Pharmacy
“They offered excellent advice on how to save money on our line rental, which we were delighted to avail of.“
Brian Goggin
Siptel
“in2tel’s support team is always available to troubleshoot 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 it with other services allows your call centre software to become 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.
Show call logs, current call count, success and failure percentages, call location maps, queue overviews, queue graphs or other metrics associated with the system.
Additional services
Add additional voice services as and when you need them.
Card Payments
Take payments over the phone with a PCI-DSS Level 1 card payment system.
SMS
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 sales@in2tel.ie. We’ll have one of our experts give you an honest answer and see if we can save you money.