Call Center Software

CALL CENTER SOFTWARE
Software solutions for your Call Center

Software for your Call Center
At Neotel we work with software solutions specially designed for the automation and efficient management of call centers and telemarketing platforms among others with the most competitive price/quality ratio in the industry.

Call center software or applications

At Neotel we work with software solutions specially designed for the automation and efficient management of Call and Contact Center with the most competitive price/quality ratio in the industry.

The programs or applications for call center are applications that are integrated into a PBX and offers various services that facilitate the integration and management of voice and data. The system is a complete software package for both call center service providers and companies that need to save time, reduce costs and improve their customer service.

The topology
The topology of our service is really as simple as it is robust, which allows us to transfer all the quality of the service from our Cloud systems to the customer’s premises, through our turnkey projects.

What does our Call Center Software offer you?
– Onmicanal Software
– Contact Center Agent
– Onmicanal Autodialer
– Contact Center Monitoring
– Omnichannel
– Reporting and Analysis

Benefits of using our Call Center Software
Scalable Call Center Software
The flexibility of our call center software allows you to design a simple and effective system without investment. You will be able to expand it without any problems when your business requires it.

Easy-to-use Call Center Software
Our intuitive and easy to use interface allows you to access all the information with a couple of clicks, shortening waiting times, increasing the number of calls handled and improving customer service.

Multi-platform Call Center Software
Our special call center software can be used on Windows, Linux or Mac, which allows us to adapt to any system your company works with. Whether on-premise or in the cloud, this flexibility allows us to adapt any system to your needs without unnecessary expenses, increasing profitability without investment on your part.

Omnichannel Call Center Software

The console interface of our software allows you to answer the phone, email, fax, web chat, etc. from the same position and manage customer requests through any of the company’s channels.

Call Center Software Basic Functionalities
Call Center Software and inbound call management
In customer service centers it is necessary to have tools, such as our call center software, that facilitate the management of inbound calls.

With our solutions when a call comes in to one of the agents we can perform a series of actions depending on the needs of your call center.
The functions are varied but the most common in contact centers is the need to identify the customer who is calling us.

To do this our call center solution has a pop up that will show both the number that is calling and the name of the customer or their company.

During this call we can take notes in the customer’s file, make orders or procedures and, depending on the needs that are requested, record the calls in their entirety or on demand.

Call Center software and outbound call management
In telemarketing centers or in companies whose business model requires them to contact their customers or leads, our call center software solutions can provide the automation of these calls, through outbound campaigns, so that by loading a database, taken for example from our CRM, the system is able to automatically call and transfer these calls to the agents, telling them who they are contacting and opening their file to take the appropriate notes on the call in progress. The result of the calls will be reflected in the customer’s file. Calls that cannot be established will be automatically reattempted later.

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Call Center Software reporting and data analysis
With our call center software tools you will be able to know, in the case of call reception centers, the total number of calls, the average time of attention to customers, number of customers who abandon calls, volume of calls handled by agents, average time of your calls and many more data about the quality of service that your call center is providing.

Call Recording in Call Center Software
During the customer service process and due to the particularities of your service, you may want to record the calls made.

Later you will be able to access the recordings by searching by different parameters.

Sending SMS
Another important factor in contact centers are the different ways of sending information to customers or leads. In this aspect nowadays SMS are gaining strength again due to the high reading rate of these by customers.

Customer Service Script or Argumentary
With this tool what is achieved is that the call center agents have a script of what they have to say during the calls and the route of the conversation, so that they have the questions and answers prepared to manage the conversation based on the answers of the customer with whom they contact.

Roles in Call Center Software
In the Call Center we can find several types of users, on the one hand there will be the administrator who will be able to supervise the Call Center system, make changes in queues, create and delete users, listen and whisper calls, access to the data of exploitation of calls, etc…

We offer CALL CENTER AND CONTACT CENTER CONSULTING services worldwide.

Call Center Software

Basic features:

– Detailed Call History
– Free CRM within the call center
– Works worldwide
– Greetings and voicemail
– Schedule queued calls
– Automatic call recording (mp3)
– Call waiting
– Transfer calls to other workers
– Call forwarding to mobile numbers
– Worker extensions
– One Click Calling
– Inbound and outbound calls
– View customer information during the call
– Add notes during the call
– Create leads for missed calls
– Use your existing phone number or we will provide you with one if you don’t have one

Accessible the way you want…
Your call center software will be manageable from the cloud, combining the experience of years of service, the efficiency of our ACD system and the innovation of the new WebRTC technology.

WebRTC will allow agents to connect how they want and where they want from your contact center application. On any device (computer, mobile or tablet) they will be able to log in from anywhere in the world.

The best call center software for customer support
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Local Phone Numbers
Keep your old number or get a new one. Give your company a nationwide presence by adding numbers from other cities to your call center software.

International Numbers
Internationalize your company by adding numbers from other countries. Have presence abroad with local landline numbers from any country.

Intelligent Network Numbers
Link an intelligent network number to your call center software and get your customers to call you for free thanks to 900 numbers.

Videoconferencing
Your customers will be able to connect with your call center software agents by video with a click, without installing anything, from anywhere and with any device.

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Create value to your communications and add features to your call center software
Monitor all aspects of your call center software in real time and interact with agents from anywhere and with any device.

Agent control
Our call center software allows you to consult in real time the performance of each agent to control the activity of your call center.

Integrations
Integrate your call center software with CRM software and unify all the information flow of your business obtaining a complete efficiency.

Artificial Intelligence (AI)
Develop Artificial Intelligence solutions in your call center software to optimize resources and create greater added value to customers.

…and, IN ADDITION, all the necessary functionalities to enjoy the best call center software.
ACD cloud
Distribute the calls you receive in your contact center application in an intelligent way thanks to the ACD hosted in the cloud.

An ACD (Automatic call distributor) is a system that is responsible for intelligently distributing, among the agents available in the call center, the calls that arrive through the waiting queues to be answered by the best agent available at any given time based on more or less complex criteria previously configured.

The system is based on the definition of skills ideally required to attend a certain type of calls and on the evaluation of each agent and the assignment of a score for each of the aforementioned skills, which will give each agent a different priority to attend each type of call.

In addition to the main function, the ACD also performs other tasks such as:

– Reports per agent: With the ACD you can pull complete reports of the agents taking into account their characteristics and their actual performance.

– Customer information: Agents will have customer information at hand, so they will know how many times they have been contacted and at what time.

The ACD cloud distributes calls to agents wherever they are. No matter where the agents are located, the system will be in charge of distributing the call giving a unified center image for the caller.

HD Quality
Enjoy the highest HD quality in business communications thanks to call center software with WebRTC technology.

Internal calls
All call center software agents connected with each other thanks to free and unlimited internal calls.

Neotel’s call center software offers not only an efficient management of external calls, but also a powerful system for the company’s internal communication.

In addition, agents can call directly to the supervisor or any other colleague by entering a simple extension code.

Communication between the agents and the supervisor can also be done through an internal chat system in real time.

Filtering by origin
The call center will filter the origin of the calls and distribute them among the agents according to pre-established criteria.

This functionality allows the call to be treated differently depending on its origin. In other words, in addition to the intelligent management that will be done in the Call Center when assigning calls to agents, the filtering allows a previous and automatic management of certain calls according to already parameterized criteria.
Waiting queues
Keep your customers in a waiting queue with music until one of your call center software agents leaves the queue.

The waiting queue with music is the next step to the IVR within the Contact Center. Once the calls have been categorized, it is necessary to size the number of calls that can be managed in the Call Center. In order to prevent the caller from hanging up, the call is moved to a waiting queue with music where it will remain until an agent is available to answer it.

Call transfers
Facilitates call transfers between agents free of charge with a quick and easy system.

Calls received by agents in the Call Center can be transferred to another agent quickly and easily. In this way, the agent transferring the call will be available again to attend other calls.

Neotel’s Call Center offers two types of transfer:

Attended transfer:
Prior to the transfer, the agent who initially attends the call consults in parallel with the other agent whether or not to accept the call, while the caller remains in a waiting queue with music. Communication between the two agents can be either to see if the agent is available to receive the transfer or to discuss any other eventuality.

Unattended transfer:
This is a direct transfer in which there is no communication or consultation between the two agents and the call is transferred to the other agent directly.

IVR
Includes an IVR system, giving the customer a choice of options while improving the call distribution system.

One of the bases of the Call Center operation is the IVR, which allows the distribution of incoming calls between the different departments. In addition to being more intuitive for the caller, it creates greater efficiency in the distribution of calls.

The caller can choose the option corresponding to the object of the call by simply pressing the appropriate key. Once the department is chosen, the ACD intelligence will assign the most appropriate agent to deliver the call based on previously defined skills.

Call recording
Record all calls from your call center software and review the content of your conversations whenever you want.

Call recording gives access to all conversations of all call center agents, both incoming and outgoing. It is particularly useful for the supervisor, as it will allow him to find the specific content of a given conversation, as well as being a crucial management tool.

Schedules
Predetermine a working schedule and configure the service calendar according to your interests.

Setting different configurations depending on the calendar and schedule is very useful for most companies.
Voiceovers
Welcome and keep the customer informed during the course of the call thanks to short voice messages.

Voiceovers are messages that the caller will hear and that help guide them through the call center. They are used to identify where the caller is calling from, which departments can answer the call, if the call is being handled out of hours or any other informative explanation that helps automate call management.
Statistics
Extract reports of all the calls your call center software collects daily and use them to improve your business.

Supervisors will have access to the call center platform with their login and password where they will be able to enjoy various reports on call statistics.
It is not just a simple list of incoming calls; our platform allows you to apply a large number of filters that will allow you to create different reports depending on the information you want to obtain. You will be able to obtain reports that include periods of hours, days or months, depending on the duration of the calls, from which origins they were made.

The possibilities are so many that you will quickly see that the statistics tool provides a great deal of information on how calls are handled in the Contact Center, how agents perform and what are the strengths and weaknesses.

Voice mailboxes
Offer the customer the possibility to leave a voice message with the reason for their call so that they can be contacted.

Including voicemail is advisable, especially for those cases in which it has not been possible to attend the Contact Center calls because the agents are busy, out of working hours or because it was received on a holiday.

The voicemail offers the caller the possibility of leaving a voice message with the reason for the call.

The experience of always with the innovation of WebRTC
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On any device
Connect your agent from your computer (with the browser), from your mobile or even from a tablet. All you need is an Internet connection.
Anywhere you are
The ubiquity of agents means that users can connect from anywhere in the world as long as they have an Internet connection.

No investment, no installation
WebRTC technology requires no IP phones or installations, so you can use any device you already have.

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What tools will the supervisor have to manage the call center software?
Monitoring
Desktop, mobile and tablet application
The supervisor profile will have a simple and intuitive interface that will collect the main variables of the call center software live.

Listen to calls
During agent conversations, the supervisor will have access to listen to all conversations from the live call center software.

Interaction with agents
Direct chat
You will have an internal chat that will allow you to exchange messages whenever you want with the agents. Agents will also be able to ask the supervisor for help via chat.
Whispers
During conversations, the supervisor can «whisper» to the agents. In this way, he or she can provide additional information or clarifications to help the agent during any call within the contact center application.

Call recording
Recording
All calls received and made in the call center will be recorded, giving the supervisor direct access to them.
Statistics
Evaluate all calls
Statistics provide information on any aspect of the call center software calls: missed calls, answered calls, abandoned calls, saturated calls, calls per queue, per service, per agent, average waiting times, conversation times…

In real time
All call center software statistics will be available in real time, helping the supervisor to make decisions.

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Advantages of Neotel call center software
No investment
Thanks to WebRTC telephony, any device will be enough for agents to log in and make and receive calls.

Efficiency
Your call center software will manage calls efficiently thanks to our ACD system, which relies on waiting queues.

Simplicity
Both agents and supervisor will have a simple interface with everything they need to manage it intuitively.

Innovation
Our call center software combines the knowledge that comes from experience with the innovation of the new WebRTC telephony.

Mobility
Agents can connect to the contact center application from any device, anywhere. Total ubiquity thanks to WebRTC.

Scalability
Our call center software allows you to adapt the number of agents to the immediate needs of your company, scaling the number.

Experience
Years of experience and the trust of many customers result in an optimized and fine-tuned service for all our customers.

Reliability
WebRTC has much lower requirements in terms of data consumption and bandwidth than traditional IP voice. It allows absolute call stability and HD quality.

A call center software to work how and where you want to work

We answer all your questions about call center software
What is call center software?
Do you want to know what a call center software is?

The call center software is a business communication system that allows to intelligently manage a high volume of calls from a company. Incoming calls can be handled by a DTMF or an IVR, go through a waiting queue and be intelligently assigned to the right agents thanks to the ACD (Automatic Call Distributor).

How can I make and receive calls with the call center software?
Agents will be able to receive calls and make calls by displaying the head-end landline from any device connected to the Internet: computer, mobile or tablet.

The call reception of Neotel’s call center software is done in the most efficient way possible, since the incoming call can be managed through the configuration of schedules, options menu, etc., and through an ACD system that allows to deliver the call to the right agent at any time based on previously established criteria.

On the other hand, the issuance of calls from the call center can be done in many ways, either a manual dialing by the agent or an automatic dialing.

What is the difference between a call center software and a virtual PBX?
The main difference is that our call center software combines WebRTC with the ACD cloud (Automatic Call Distributor), which is responsible for distributing calls to the available agent most prepared to answer the call depending on previously assigned skills criteria. The ACD works in real time and allocates calls efficiently. For this reason, call center software is most often used in customer service and call volume management companies that require more sophisticated services.

Is it possible to track agent activity?
Yes, the call center software has a supervisor profile, who will be able to observe agent activity in real time, participate in calls, access statistics, etc.

Do I have reports and call statistics?
Yes, these reports and statistics show us the number of outgoing calls, incoming calls, at what time we receive the most calls, which key is pressed the most, etc.

But you can also know the activity of the agents: how many calls are answered per agent, duration of calls, time taken to answer, which departments lose or receive more calls, etc. In short, you can know the life of the call per agent at all times.

How many agents can the call center software have?
The call center software can have as many agents as the company needs. Neotel will adapt to the needs of the company at all times.

What are the technical requirements of the call center software?
You will be able to access the call center software extension through a username and password from the browser of your computer, tablet or cell phone.

Which browsers are compatible with WebRTC?
All major browsers.
What do I have to buy to get my call center software up and running?
Nothing! You will be able to use the call center software from your office computers or from your private cell phone. No need to buy any extra equipment. We recommend having a headset with a built-in microphone for use when receiving calls through the computer so that no external noise is filtered.

Do I need to download or install anything for my call center to work?
No, you don’t need to install anything. The best thing about Neotel’s call center software is that it is available through any browser or through our free application. This means that you can access it from anywhere and from any device that has an Internet connection. All the information is hosted in the cloud, so you can access it anytime, anywhere.

What can the call center supervisor do?
The call center software supervisor can listen to your agents’ calls in real time, and chat with them in the meantime. They also have «whisper» functionality. From the supervisor panel you can also monitor the activity of your agents by seeing if they are available and their activity.

Why use call center software for telemarketing?
Call center software is perfect for telemarketing companies and activities. Telemarketing is a form of direct marketing in which a direct contact is established via telephone between an agent and a customer in order to cover all the customer or commercial attention. Therefore, hiring a call center software for telemarketing is the best option if you want to provide a quality telephone service.

What is CRM in a call center?
CRM (Customer Relationship Management) is a software that allows to manage the relationship with customers and communication with them. In the call center field, CRM allows to register, organize and manage user data, schedule calls and activities, etc. Neotel offers a FREE CRM for all its customers.

What is a call center and what is it for?
A call center or call center software is a tool that allows call centers to customize menu options for incoming calls, while forwarding them to individual agents based on multiple criteria, such as the menu options themselves, agents’ predefined skills, availability, etc. Calls can also be transferred or controlled to provide the best possible customer support.

With Neotel’s call center software, agents can receive and make calls from anywhere in the world, as long as they have an Internet connection. Such a call center also adapts to the size of the company.

What is call routing?
Call routing, also known as ACD (Automatic Call Distributor) allows the call to be transferred to the specific agent based on the interaction the customer has had with the IVR, the origin of the call, etc.

A call center software is the perfect ally for a company of any type and scale. Incidentally, it will also increase your company’s productivity and efficiency in managing business calls. Moreover, compared to traditional call center management, using a call center software also results in considerable savings.

When should your company install a call center software?
A call center software is used to manage calls. Unlike personal calls, business calls have a specific nature and importance and higher priority, requiring immediate attention.

What is a cloud hosted call center software?
A cloud hosted call center software eliminates the need for companies to purchase and maintain local phone servers and other hardware/software. Because the call center is hosted in the cloud, you can easily and seamlessly scale across multiple locations without your call records and recordings having a single point of failure.

A cloud-based call center software must meet the following characteristics:

Using the software requires no hardware
Does not require anything to be installed to operate
Ability to increase or decrease usage at any time
It can also offer some additional functionalities such as.

Your data is always available to you anywhere, anytime.

Comparing physical Call center software vs. cloud hosted software:

Physical call center software

– Physical installation involves considerable cost
– Local installation takes time
– Local installation has a higher probability of local failure
– Maintenance is costly
– Difficult to scale physical systems from multiple locations
– Hardware and software easily become outdated

Call center software hosted in the cloud

– No cost to get started as the solution is in the cloud
– You can launch your call center in minutes
– Cloud solutions reduce the likelihood of local failures
– Zero maintenance as no hardware is required
– Scaling a cloud-based call center software is just a few clicks away
– You will always use the latest technology

Neotel: the best call center software for your company

Empower your company’s Call Center with Neotel
With Neotel you can purchase local phone numbers and toll free numbers from a multitude of countries.
You don’t have to invest in training sessions as the software is simple and easy to use. There is no maintenance cost as your call center solution does not involve any hardware.

Neotel, being a cloud-based call center software, ensures that you do not have to download any software to start the phone communication. This also means that your data will never be lost due to local failures or natural disasters at your office location. Rest easy knowing that your call data has no single point of failure.