With 3CX, customer assistance is handled from any location, and with any device.
Omni-channel Contact Center functions with 3CX can be managed virtually anywhere, using a mobile device or computer.
With the 3CX client and built-in softphone installed on a smartphone, tablet, PC or Mac computer, your contact center agents and supervisors can handle calls from any location – in the office, at home, or on the road – to provide customer assistance in a single transaction.
Agents and supervisors can pair the 3CX mobile client with an IP desk phone to conveniently initiate dialing via computer or mobile device.
3CX Call Center Wallboard
Contact Center Features
Supervisors can see the group status and communicate with agents through instant messaging. Other contact center features include:
- Agent/Supervisor Login – login to all or selected groups
- Agent Status Change – set up automatic status changes when on a call
- CBIQ- Call Back in Queue feature
- Call Handling – manage calls, including after-call wrap-up
- Call Notes – input notes for later review
- Omni-channel integrations- Facebook, What’sAPP, website chat, SMS text messaging
- Real-time Display – view calls in queue, wait times and status of group agents
- Supervisor Monitor – monitor calls for quality assurance or agent evaluation with whisper & barge features
- Warning – receive warning messages and tones according to defined criteria
Business Benefits
The new contact center capabilities build upon the UC capabilities already available with the 3CX client software:
- Work from anywhere using personal or business mobile devices as a business phone extension
- Enable easier connections with one-number reach, in or out of the office or out of the country
- Protect mobile number privacy by displaying only the office phone number in caller ID
- Manage office voice mails easily and quickly with a visual interface on a mobile device
- Place long distance and international calls to contacts from a cell phone at landline rates
- Stay in touch while traveling internationally
- Get more done using instant messaging (IM) with colleagues who are busy or on the phone
- Access consolidated call and IM history information
- See the status of 3CX colleagues before calling them
- Rapidly find contacts in a list synchronized with the office phone system and user-provided avatars
Free Trial
Click here to download the 3CX free trial and see why 3CX is the #1 business phone system software in the world.
Contact ACC Telecom to discuss your contact center needs, deployment options, and call handling features.