Call Center Software | Neotel
The Most Complete Cloud Platform for Sales and Customer Service Teams
Neotel’s call centre software is a 100% cloud platform, developed entirely in Spain, that combines inbound and outbound call management, automatic dialling, Robinson List filtering, call recording, real-time agent monitoring and AI for transcription and analysis, all in a single environment.
Scalable. No installation, no hardware, no licence fees.
From €14/month* per agent
*VAT not included.
What Is Neotel's Call Centre Software?
Neotel’s call centre software is a SaaS solution for managing business phone communications, hosted in the cloud and deployed on top-tier data centres in Spain.
It’s designed for teams handling a high volume of inbound or outbound calls: sales departments, telesales, customer service, loyalty and retention, and technical support services.
Unlike on-premise solutions, Neotel’s call centre software requires no investment in hardware. It’s activated within hours, configured from an intuitive web panel, and can be scaled up in agents and features at any time, with no downtime. The call centre software has a one-off setup and activation cost, plus a monthly cost based on the number of agents.
Inbound and Outbound on a Single Platform
The software brings together outbound campaign management and inbound call handling in a single web environment. Agents work from Neotel’s agent control panel, accessible from any device and location: office, remote work or on the move.
100% SaaS: No Installations, No Hardware
There’s no need to install any software or purchase equipment. The agent only needs a web browser, a headset with microphone and an internet connection to get started. The supervisor manages the team’s performance in real time from the same environment.
Key Features of the Call Centre Software
Neotel’s call centre software groups its features into three layers: dialling and call management, supervision and quality control, and artificial intelligence. Each layer is detailed below.
Included Features
Predictive and Progressive Dialling
Neotel offers two automatic dialling modes for outbound campaigns:
- Predictive dialler: uses statistical algorithms to predict when an agent will become free and places calls in advance. It maximises effective talk time per agent and is ideal for high-volume campaigns such as telesales, surveys or loyalty programmes.
- Progressive dialler: dials one call for each agent at the exact moment they become available. It guarantees no call goes unanswered by an agent and is the recommended option for campaigns where conversation quality is the priority: consultative selling, customer retention or account management.
Both diallers automatically filter out voicemail, disconnected lines, faxes and busy tones, avoiding unproductive time for agents.
Inbound Call Management (ACD and IVR)
The automatic call distributor (ACD) routes each inbound call to the most suitable agent or queue based on configurable criteria: agent skills, department, language, schedule or current workload. The interactive voice response (IVR) system lets you build multi-layer menus with no coding required, directly from the web panel.
- Waiting queues with customisable hold music and position messages
- Automatic overflow to secondary agents or voicemail
- Campaigns with interactive IVR: the system places the call and transfers to the agent only if the customer interacts
- Filtering by geographic origin for differentiated routing
Supervisor Panel and Real-Time Monitoring
Supervisors have a dedicated web interface that gives them full visibility over call centre activity at all times:
- Real-time status of each agent: available, on a call, on break, offline
- Silent monitoring of live calls without the agent or customer noticing
- Whisper coaching to the agent during the call (real-time coaching, heard only by the agent)
- Barge-in to take control of the conversation if necessary
- Queue monitoring: calls waiting, average wait time, abandonment rate
- Statistics and reporting dashboard, updated in real time and exportable
Call Recording and Quality Control
All calls can be recorded automatically and stored securely and encrypted on Neotel’s servers for up to 60 days. The advanced recording search lets you locate any call by agent, date, duration, phone number or campaign. Recordings are accessible to both supervisors and quality managers, and can be downloaded as audio files.
Built-In WebRTC Softphone
Agents make and receive calls directly from their web browser, using WebRTC technology and HD audio quality, with no need to install additional software or buy physical phones. The solution is compatible with all modern operating systems and devices.
Campañas colaborativas y gestión de bases de datos
The software lets you upload contact databases in various formats, plan campaigns with several agents working in parallel on the same list, and log the outcome of every contact attempt. Supervisors can set up call scripts to standardise the team’s messaging and ensure consistency in the sales pitch.
Neotel Call Center Software
Neotel is a Spanish B2B telecommunications company with more than 25 years of experience, offering 100% cloud call centre software developed entirely in Spain. The platform brings together inbound and outbound call management, predictive and progressive dialling, IVR, call recording, real-time agent monitoring, and AI for automatic transcription and analysis of conversations, in a single environment. It requires no installation or hardware. It’s deployed on Neotel’s own data centres in Spain with a high-availability SLA, complies with GDPR, and is activated within hours. It’s compatible with Neotel’s Virtual PBX and can integrate with CRM and external systems via API. Suited to sales teams, contact centres, customer service departments and telemarketing businesses. Direct technical support in Spanish.
Artificial Intelligence Built Into the Call Centre
Neotel has integrated artificial intelligence directly into its call centre software, turning every call into a source of strategic information for the business.
Automatic Call Transcription
Neotel's AI automatically converts the audio of every call into text, accurately identifying and separating each speaker's voice. The transcript is available in the panel just minutes after the call ends, with no manual work and no cost for staff dedicated to listening to calls.
Automatic Summaries and Conversation Analysis
Once the transcript has been generated, the AI produces a structured summary of the conversation, highlighting the key points, commitments made, objections detected and the outcome of the call. This lets quality managers review 100% of interactions without having to listen to every recording in full.
- Audit 100% of calls, not just a random sample
- Detection of script deviations and inappropriate language
- Objective, data-driven feedback for agent training
- Automatic generation of exportable quality reports
- Identification of sales opportunities or recurring rejection patterns
Compatible With Your Own or an External SIP Trunk
If your business already has its own phone system, you can activate Neotel's AI without needing to migrate your entire infrastructure — simply by connecting Neotel's SIP Trunk to your current platform. Transcription and analysis work seamlessly on top of your existing calls.
What Type of Business Is This Software For?
Neotel’s call centre software is designed for B2B and B2C businesses that handle a significant volume of phone communications and need to professionalise, measure and scale their operations. Among the most common customer profiles:
Company Profile
What it gets
Telemarketing and telesales businesses
Outbound campaigns with predictive dialling and mass database management
Customer service departments
Inbound call management, ACD, queues and IVR with real-time reporting
B2B sales teams
Progressive dialling, scripts, contact follow-up and recording for training
Technical support services
Skills-based routing, advanced IVR, call history and recordings
Multi-site contact centres
Geographically distributed agents operating under a single centralised cloud platform
Businesses with remote teams
WebRTC softphone with no VPN required, accessible from any device and location
Want to see the software in action? Talk to a Neotel advisor now. No obligation.
or call
900 696 707
Why Choose Neotel's Call Centre Software
Developed In-House, Entirely in Spain
Neotel's software is a platform built and evolved from scratch by Neotel's own engineering team.
This allows for fast improvement cycles, full customisation for enterprise clients, and direct technical support from the team that knows the code.
Infrastructure in Neotel's Own Data Centres
The platform is deployed on Neotel's network in top-tier managed data centres, with guarantees of high availability (99.9% SLA), security and stability.
Data is stored securely and encrypted, in compliance with GDPR.
No Upfront Investment. No Contract Tie-In
There's no need to buy hardware, pay for software licences or cover upgrade costs. Neotel's SaaS model lets you get up and running with minimal investment and no contract tie-in.
Scaling is instant, right from the admin panel.
Dedicated Technical Support
Neotel offers specialised technical support from a team of professionals. Onboarding includes initial setup, training for agents and supervisors, and support during the first days of operation.
Customer support is available by phone, email and WhatsApp.
Integrated With the Virtual PBX and the AI Voice Agent
Neotel's call centre software isn't a standalone solution. It integrates natively with Neotel's Virtual PBX and with the AI Voice Agent.
This communications ecosystem lets you unify calls, customer data and conversation analysis.
Faqs about Call Center Software
What is call centre software and what is it for?
Call centre software is a technology platform for managing, automating and analysing a business's phone communications, both inbound and outbound. It's used to organise agent teams, route calls intelligently, run outbound campaigns, measure performance in real time, and ensure customer service quality. Neotel's call centre software adds artificial intelligence for automatic transcription and conversation analysis on top of these core features.
What's the difference between call centre software and contact centre software?
Call centre software manages voice communications exclusively, both inbound and outbound. A contact centre expands on that by adding other communication channels such as chat, email, WhatsApp or social media, managed in a unified way. Neotel's software covers both needs: it includes the full set of call centre features and integrates natively with WhatsApp, making it an omnichannel contact centre solution.
Do I need to install hardware or software to use Neotel's call centre?
No. Neotel's call centre software is 100% cloud-based. Agents only need an up-to-date web browser, a headset with microphone and an internet connection. There's no need to install programs, buy servers, purchase IP phones or hire technicians for maintenance. The supervisor manages the whole team from the same web environment.
What is predictive dialling, and when should I use it?
Predictive dialling is an automatic dialling system that uses statistical algorithms to predict when an agent will become free and places calls in advance, maximising productive talk time. It's the recommended option for high-volume campaigns such as telesales, mass surveys or loyalty campaigns, where the goal is to maximise the number of effective contacts per hour. For campaigns where conversation quality is the priority, progressive dialling is more suitable.
Can I use Neotel's call centre software for remote work?
Yes. As a 100% cloud platform with a built-in WebRTC softphone, agents can work from anywhere: the office, home or another country. They only need a device with a browser and a headset. Supervisors keep the same visibility and control over the team regardless of where agents are located, which makes the software ideal for remote teams or hybrid working models.
How does Neotel's call centre AI work?
Neotel's AI automatically processes the audio of every call to generate a text transcript, separating each speaker's voice. From the transcript, the AI produces a structured summary with the key points, commitments, objections and outcome of the call. This makes it possible to audit 100% of conversations, identify script deviations, spot opportunities for improvement, and generate quality reports with no need to listen to recordings manually.
Does Neotel's call centre software comply with GDPR?
Yes. Call data and recordings are stored securely and encrypted on servers located in Spain, in compliance with the General Data Protection Regulation (GDPR). Neotel has a privacy policy, legal notice and terms of service in line with current European regulations. For any specific queries about data processing, Neotel's team is available at info@neotel2000.com.
How much does Neotel's call centre software cost?
Neotel offers plans from €14.99/month, which include WebRTC, 60-day call recording, a customer record card and Neotel's Virtual PBX. The final price varies depending on the number of agents, the features required and call volume. There's no upfront investment in hardware or licence fees. It's a SaaS model (monthly pay-as-you-go), with no forced contract tie-in. For a personalised quote, contact our advisory team directly on 900 696 707
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