Call Center, Contact Center, Helpdesk, Call Queue, Operations Center, call it what you will
Call distribution is possible without add-ons
Switchvox improves customer satisfaction to clients, users and administrators alike. Whether receiving calls to a series of dispatchers, pre-sales, sales, or customer service and technical support personnel, or making an outbound calling campaign, managing multiple calls at one time, effectively, has always been a difficult challenge. And traditionally, designing and implementing a call center has been cost-prohibitive and difficult for all but the largest of businesses. By automating call flow and optimizing staff efficiency, all without expensive add-ons or fees, businesses can focus on what they do best - providing their clients with the best products and services possible.
Enhance your customer service with powerful Call Queues built into all Switchvox systems. It’s easy to allow several employees, or many of them, to answer incoming phone calls to your main line, the sales number, or any number of other phone numbers.
Music On Hold
Control your on-hold messaging and tone. You can upload your own MP3 files to play the music and advertising messaging that best suits your company. Already have an external Music on Hold source set up? Switchvox allows for Aux-In Music On Hold (third-party device required).
You can even let your callers know when they can expect to talk to someone with automatically announced estimated wait-time and wait-position announcements.
Interactive Voice Response (IVR)
IVRs, often called Auto Attendants, help to present a consistent message while quickly sorting calls to their ideal destination. You determine what greetings your callers hear, what options they have, and where their call gets routed. Choices can be as simple as “Press 1 for Sales, and Press 2 for Support”, to advanced, perhaps interacting with your customer database to retrieve and playback account balances or take payments over the phone.
Switchvox IVRs are easy to create and maintain. With a simple point-and-click, native-language readable, interface you can create weather or other event-based alerting solutions with simplicity. You can even create a solution to remotely activate the IVR, through an external phone call. And with timer-based events, it’s easy to create automate day/night modes to control call flow without having to learn a special programming language or complex phone key-press sequences.
Call center agents require a different set of features than a receptionist or accountant. Switchboard is built with modular panels so they can be moved, resized or removed completely, giving each user the ability to customize their Switchboard. It can be as simple or complex as the employee needs to do their job.