Call Center PBX

Xorcom Phone Systems for Contact Centers, Virtual Call Centers Software, IVR

CompletePBX Call Center PBX (Private Branch Exchange)

Xorcom CompletePBX Call Center PBX will help you optimize the time and skills of your staff and provide better customer experience without breaking your budget.

Enjoy smart queue management, unlimited IVRs, advanced reporting tools, real-time monitoring and training capabilities of Call Center Phone System.

CompletePBX offers unlimited IVR / Auto-attendants so that you can easily create, edit and optimize sophisticated IVR trees with unlimited levels. While the auto-attendant is very powerful, its setup and management are amazingly simple.

A basic IVR for Call Center PBX can be setup within a few minutes in any type of Contact Center.

Introducing Xorcom CloudPhone – a perfect software solution for virtual call centers or call centers working remotely.

Xorcom CloudPhone is a perfect software solution for virtual call centers or call centers working remotely.
It has all the features for remote Call Center, connecting operators to central IP PBX, using their mobile phones, to work from home or remote location.

IVR for Call Center Layout Example

Queues

Manage unlimited queues with ease and flexibility. Make sure your callers get the right representative as quickly as possible and get the best experience while waiting in the queue of your Contact Center.

Call Center PBX Queues Features:

Join announcement

Music on hold per queue
Ring instead music on hold
Announcement on hold
Caller position
Average waiting time
Custom announcement
Set announcement frequency
Maximum wait time
Maximum callers

Ring strategies

Ring All; Round Robin; Least Amount of Calls; Random; Round Robin w/Memory
Wrap-up time
Queue priority
VIP customers
Failover destination – option to send the caller somewhere else after a set amount of time
Caller ID prefix per queue
Static and dynamic agents
Call recording
Service level

Real-Time Supervision

Call Centers are dynamic. Supervisors and agents need access to information in real time.

CompletePBX Call Center provides real time monitoring and actions that help supervisors best use their resources, train the agent, intervene when needed and do quality control and training.

Real-Time Supervision for Call Center PBX Features

Visual Call Center Switchboard
- Real time queue status
- Real time agent status
- Talk time and idle time
- Listen – supervisor can listen to an ongoing call
- Whisper – supervisor can talk to agent only without the caller hearing
- Barge – supervisor can barge into cal call, both parties hear supervisor
- Add agent to queue
- Remove agent from queue
- Pause agent with status (e.g. Lunch, Paperwork, etc.)
- Chat with agent
- Save chats

- Wall board
  - Queue status
  - Wait times in queues
  - Total calls in queue
  - Abandonment rate in queue
  - Longest wait in queue
  - Waiting calls in queue
  - Agents available in queue
  - Active calls in queue
  - Agents table view
  - Queues table view

Call Center PBX Statistics Reporting

To optimize a call center it is not enough to see activity in real time. Call Center Statistics helps management understand the behavior of the users and the agents, to make sure calls are answered according to the defined service levels, that number of agents is optimized for the traffic expected per time of day, and many other important decisions that are made based on solid data.

Call Center PBX Statistics Reporting Features:

Answered calls
Unanswered calls
Call distribution
Service level
Charting
Filters
Agent
Queue
Period
Call duration

Export reports
Notifications – email notification sent when variables exec user defined values
Customization options

Call Center PBX Agent

The agents are the muscles of the call center. In order to make sure they function at their best, they need to have a simple and efficient set of tools that will help them focus on the most important person – the caller.

Call Center Agent PBX Features

Screen pop up (from database)
Chat with supervisor and other agents
Get help from supervisor by “whisper” feature
See queue status
See length of current call
See all queue stats using Wallboard
Easily set availability
Log into and out of queues
Wrap up time
Desk phone and soft phone compatible
Set various unavailable statuses
Tag calls (for later use in reports)
Login to/out of all queues
BLF log in / log out
Hot Desking