London, May 30 2011 – 3CX, international telecommunications developer, today announced the availability of the 3CX Call Center Module, which adds professional call center features to 3CX Phone System 10 installations. With it, SMB’s can manage phone communications more efficiently and deliver superior customer service.
Increase your business’ customer service levels with features such as real time agent & queue status and statistics, additional advanced queue strategies, agent features and more detailed reporting. The 3CX Call Center module is available as an add-on to any 3CX Phone System 10 installation, meaning no additional installation is required.
“Customer service is key in today’s cut throat market. The 3CX Call Center Module allows small and medium businesses to deliver superior customer service without having to buy an expensive enterprise call center. Previous to the 3CX Phone System, adding much needed call center features to your phone system was prohibitive”, said Nick Galea, 3CX CEO.
Key features included in the 3CX Call Center Module are:
Advanced Real time Queue & Agent Statistics
Supervisors & Management get access to advanced real time status information in the Queues page of 3CX MyPhone. Besides monitoring queue status and which agents are logged on, supervisors can see the number of callers in the queue, the number of answered/unanswered calls, the average and longest wait time, time an agent logged in/out of the queue and more. Calls waiting longer then a specific period of time can be taken directly.
Call Back Feature
The Call Back feature allows callers to hang up and retain their position in the queue. When an agent becomes available, the agent will be put through to the caller automatically. The Call Back option can be selected by the caller or suggested after waiting a configurable number of minutes in the queue. In addition an email can be sent when a call back is requested. Customer satisfaction is improved with this feature, as they do not need to wait on the phone to be served.
Additional Queue Strategies
Besides the Call Back Queue strategy, the 3CX Call Center Module also features a Round Robin Queue strategy and a Longest Waiting strategy which sends the call to the agent that takes the longest time to answer on average. Least Talk Time and Fewest Answered strategies are also available, as well as Hunt by Threes Random and Hunt by Threes Prioritized. These additional strategies allow a business to more accurately tailor how they wish to serve their customers or divide the calls amongst the employees.
The SLA Alerts feature allows supervisors and managers to be notified when callers have to wait beyond a configurable amount of time. In addition the event can be logged, so that you can do SLA reporting to customers. Customer satisfaction can be ensured with the SLA alert feature, as staff can act immediately if a given customer service level is not met.
Listen in, Listen & Whisper and Barge in
3CX Call Center Module also features Listen in, Listen & Whisper and Barge in functions, allowing the supervisor to monitor agent responses.
Customer service supervisors can listen into an agents call with the Listen feature. If the agent isn’t too sure on how to respond to the customers’ request, the Listen & Whisper feature allows the supervisor to provide feedback to the agent only, allowing him/her to take the best course of action with regards the customers request. The Barge in feature allows supervisors to join calls directly.
Wrap up Time
Wrap up time gives agents a configurable amount of time to enter notes in the customer record or follow up tasks before they have to take another call.
Additional Features Coming in Q3 2011
- Wall Board
- The ability to log agents in and out of individual queues
- Extensive reporting
The 3CX Call Center Module is a license key only upgrade to 3CX Phone System 10. Customers just purchase the upgrade and reactivate their 3CX Phone System 10 to instantly activate the call center features. 3CX Call Center Module is available immediately. Click here for 3CX Call Center Module Upgrade Pricing Information.