Incoming call statistics: Record everything your customers say

Having total control of what happens in your company, with your customers and especially in the call center software is possible thanks to the statistics of incoming calls, achieves a better image, less waiting time and greater productivity thanks to the reports that this module will provide.

What is the call statistics module?


call statistics virtual pbx

It is a record of the incoming calls in queue, answered or not, how long they wait before being answered, conversation time once answered and the total time of this call.

What do you achieve with the call statistics?

With Neotel’s incoming call statistics module you can have exhaustive control of the calls you receive in the call center.

You can create waiting lines, so the user will know that there are telemarketers working and will be attended shortly.

With the report to the customer of his position before being attended, estimated time of response that guarantees the good attention that the user deserves.

Benefits for the agent

Benefits for the agent

  • Real-time information
  • History of calls received from the client (answered or not)
  • Graphic representations of the information generated

Benefits for the call center coordinator

For the coordinator this statistics module will provide information on each call (call time, consumer waiting time and operator free time).

Additionally, he or she will obtain statistics on time slots, conversational times of each agent, with the appropriate filters for personalized searches that allow the evaluation of the means for telephone service.

For the entrepreneur

It allows the proper organization of work, establishing efficient schedules for agents, reducing customer waiting times and avoiding leisure time


Improves communication with customers

For any company the communication with their customers is vital, and in this era of globalization does not escape it, so with this module you can:


  • Call Center Coordinator
  • Measuring calls per queue
  • Set time slots (according to volume)
  • Listen and download the recordings


CDR module Neotel tails

The Neotel CDR Queues module allows you to have exhaustive control of the incoming calls you receive in your Call Center.

This system creates call queues informing the customer in which position he is to contact an agent.

This way the user will know that there are operators working behind the line and that he will soon be attended.

Improve communication with your customer thanks to this module.


Monitoring: Recording, Spying and Whispering

Many companies are increasingly using call center agents who work remotely, either by teleworking or seeking to reduce labor by hiring through outsourcing to lower costs, so monitoring is the best process thanks to the recording, spying and whispering, where everything is within reach for inspection.

What is the monitoring module?


monitoring virtual pbx spy and whisper

Es el módulo que ofrecen algunas compañías de centralitas virtuales que permiten la supervisión, control y verificación de la evolución del personal a su cargo.

Asimismo permitirá conocer el trato que se le da al cliente a la hora de una llamada telefónica.

¿Cómo trabaja el módulo de grabación, espía y susurro de Neotel?

Este sistema de monitorización le permite un registro y grabado de llamadas telefónicas entrantes y salientes.

No requiere adquisición de hardware específico así como tampoco la instalación de ningún software.

Las grabaciones estarán disponibles hasta 2 meses después de la misma, que pueden ser descargadas donde y cuando quiera, solo con acceso a internet.

Módulo espía y susurro

El servicio de Spy and Whisper es una aplicación que permite escuchar todas las llamadas recibidas o hechas desde su empresa, pudiendo comunicarse con el agente que está realizando la llamada y guiar para la atención que amerita el cliente, sin ser escuchado por el interlocutor principal.

Con el servicio SPY and Whisper y a través del interface web de su PBX usted podrá usar una herramienta que le ayudará a la formación de sus teleoperadores.

Por ultimo si realizas contrataciones o ventas vía telefónica se puede verificar las ventas con el módulo verificación de tercero.

Instalación del sistema Spy

Para la instalación y posterior uso de este servicio, no requiere instalación in situ de ningún tipo de dispositivo, solamente deberá darse de alta en el servicio a través del centro de atención al cliente y Neotel se encargará de conectar el SPY a la red de teléfonos de su empresa.

Ventajas de la Monitorización

Dentro de las muchas ventajas que ofrece este módulo destacan las siguientes:

  • Seguimiento de la evolución del personal
  • Registro, almacenaje y descarga de grabaciones (hasta por 2 meses)
  • Intervenir al agente para mejorar errores de atención
  • Consentimiento verbal de ventas hechas por teléfono
  • Mejore sus comunicaciones externas
  • Conocer la calidad de la atención al cliente


Grabadora virtual

Dentro de los productos de Neotel esta la grabadora virtual la cual permite que las conversaciones realizadas o recibidas desde cualquier extensión quedan almacenadas hasta por dos meses automáticamente sin necesidad de preocupaciones  pudiendo ser descargadas bajo demanda desde donde usted quiera.

Más productos de Neotel

Pregunte por cualquieros de nuestros productos que ayudaran a su empresa a tener mayor presencia, calidad y versatilidad ante la atención en linea.

Dentro de las ventajas de nuestros productos están:

  • Instalación profesional (Incluye botón click2call en su web)
  • No requiere contratos de permanencia
  • Telefonía IP de alta calidad (20 años de experiencia)
  • Presupuestos sin compromiso


El módulo de Monitorización de Neotel permite conocer la calidad de los servicios de cara al cliente siendo la herramienta de aprendizaje, formación y evaluación que repercutirá positivamente.



Telemarketing Surveys: To get the information you need

The objectives for telemarketing surveys are varied whether you want to know the opinion of your customers, measure the level of satisfaction or monitor quality, and having the best tools to carry it out is vital to achieve the objectives set, asking customers how you can improve your services, products and more…

What do Telemarketing Surveys do?

It maintains a fluid feedback with its clients about products or services in order to achieve a self-evaluation and evolve in the market.

With the telephone survey service you will obtain valuable information related to your brand, the competition and the market situation that will help you make more accurate and effective decisions.

How does the Neotel Telemarketing Module work?

Through a simple call made from our virtual pbx, a series of questions are asked and answered using the keys on the phone.

One of the most effective ways used for telemarketing surveys is after finishing a call with one of your agents.

The questions can be about the product, service or treatment received during the call.

Advantages of the telemarketing survey module

The use of this Neotel service that is included in your monthly fee has the following advantages

  • Values the internal work
  • Improves your company’s image
  • It builds customer loyalty

What makes it possible to know these surveys?


Information is power, and knowing what and how the customer values the products, services and quality of care will allow the necessary changes through this information received.

In addition to achieving the highly valued objective of customer feedback, these services provide valuable information for commercial prospecting campaigns.

Importance of customer feedback

Feedback is a valuable factor for any company, thanks to the opinion of customers, users or contractors can know how to evolve the business or the platform.

Another important point of the feedback is to direct, focus and evolve services enhancing according to the user’s evaluations.

By creating survey systems, executing customer satisfaction campaigns and requesting possible improvements, you can turn this data into very useful information for your company.

Turn customers into fans


virtual pbx

A customer buys once and maybe not more, an admirer will not only buy several times, but it will be his best publicity.

By maintaining a proactive attitude with customers you will build long lasting relationships. Get first-hand feedback on the product, service or treatment received.

Knowing if this person trusts in your company or how they perceive it, will optimize the improvements of the image achieving a greater loyalty.

The opinion of your customers is the key to a safer future.

To know more about the service


telemarketing surveys

If you have any questions about our customer survey service, please contact us without obligation. We look forward to your comments. An agent will contact you as soon as possible.

Check the survey information using Neotel’s virtual pbx monitoring that allows you to record, register and listen to all calls entering or leaving the extensions, as well as intervene in any call that is not to your liking.


Click to call me back: Quick attention and sales

The immediacy, speed and quality in business communications will bring a benefit in the positive assessments of their customers, as well as, economic benefits in the short, medium and long term, the attention of your company should be more direct and effective through the use of the click to call me back.

What is the click to call me back button?

It is an application that allows you to contact the user who visits your website, only by entering his number in the next minutes (maximum a few hours) an agent contacts him.

The implementation of this Neotel service is just a click away.

Advantages of Call Me Back

The big advantage is instantaneousness. By simply activating the application, any user who visits your website can request commercial assistance, customer service or consumer service in real time

This application unites real and direct customer service providing a good image, good treatment and outstanding service.

Another great advantage is the ease of implementation, you do not need installation, configuration or any sophisticated program, only needs a click. We highlight the other advantages of the service

  • Speed and immediacy in communications
  • Improvement and reinforcement of your company’s image
  • Optimization of the telephone attention, being more direct
  • Increased telephone attention with likelihood of increased sales

sistema para call center

Click to Call users

With this innovative customer service, any website can include a “click to call” application, making use of its advantages to establish a relationship of trust with the consumer, as well as a high probability of purchasing the services or products.

How to get the module: Call me back?

Neotel offers a program for the development of online customer service, which is special, individual and customizable for each website that wants to incorporate this great application for the sales strategy.

The click to call also generates the call to the final customer from any number of the company that owns the website so that the adaptation to the customer’s needs and the solution of the problem are optimal.

telefonía ip

It should be underlined the fact that the installation of this application includes the clauses on data protection of users as well as the security system needed for the user not to receive fraudulent calls.

Why choose Neotel’s Click to Call me Back?

Neotel’s virtual VoIP PBX includes click to call me back that you can configure 100% customizable.

They also offer the following competitive advantages:

  • Professional installation of the click2call button on your website
  • Freedom: no permanence contracts
  • High-quality IP telephony since 2000
  • Ask for an estimate without any obligation



This click to call me back service is an excellent combination for the call center system to complement each other and improve the customer service experience


Interactive Voice Response IVR: Save while maintaining quality

The services evolve and so does the customer service, every day there are more companies that have a phone system that asks questions and the customer responds by pressing the keys on the phone, that is the IVR interactive voice response system, for its acronym in English, this system will allow you to save a lot of money without compromising the quality of customer service.

What is IVR?

Interactive Voice Response (IVR) is a telephone system capable of receiving a call and interacting with the human through voice recordings.

It is an automated system aimed at capturing, delivering and answering via the telephone, which allows access to information services and other operations.

Benefits of IVR

IVR systems handle a large volume of calls by providing quality service, interactive voice response system reduce costs and improve the customer experience, because the caller gets the information they need, any time of day without the need for expensive human staff.

Among the great benefits of this technology are

  • Attention 24 hours a day, 7 days a week
  • Saves user waiting time
  • Improves business efficiency
  • Automates and speeds up the process
  • No additional software
  • No additional costs


How do IVR systems work?


ivr Neotel

People call the business number and an audio menu is displayed that offers the possibility to select options by pressing the keys.

Pressing a key on the phone sends a DTMF tone to the answering system which selects the appropriate action/response according to the digit pressed.

Advantages of the Neotel IVR system

The system is interactive, oriented and customizable that allows communication with the customer to respond to their concerns.

Neotel’s professional services take advantage of its years of experience and expertise in a large number of installed systems

Neotel uses the most modern tools, opinions and techniques to implement, design and develop applications with voice features.

This is a new IVR system that offers the ability to handle incoming telephone inquiries through enhanced interactions, very similar to human ones.

Why Choose Neotel for IVR?


Neotel’s IVR (Interactive Interactive Voice Response) allows almost human interactions allowing self-service and successful resolution of the vast majority of problems.

The service experience is intuitive, being able to anticipate customers’ needs by interacting naturally, in their own words.

It creates a personalized, adaptive and intelligent experience that customers perceive as if they were talking to a human agent.

Automatic queuing

In a practical, efficient and fast way, when receiving a call in queue, the customer is told how many people are in front of him.

In the same way, when the agent receives the call, he indicates the waiting time that the customer has, allowing him to speed up the call for future calls.


Video Calling and Video Conferencing in the Cloud: Professional Communication at your fingertips

Cloud-based services are on the rise, from simple storage to being the basis for communication with colleagues, customers or friends, so video calling and video conferencing in the cloud is a very good option to bring together a large group of people to showcase your product, service or business idea

Benefits of video conferencing in the cloud

There are multiple benefits to using cloud-based video calling from IP calls at the cost of local calls to large group meetings, whether it’s a senior management meeting or a new product launch

Video calling and video conferencing features in the cloud

This service managed and offered by Neotel is designed so that companies, freelancers and professionals can hold meetings with two or more attendees connected in a secure, easy, economical way through the use of the internet where they can obtain the same results as in face-to-face meetings.

What is the video call and video conference service?

It is the free service, without software installation and compatible with all operating systems offered by Neotel to make video calls or video conferences in the cloud simply by having a terminal that has a camera and connects to the Internet.

You can organize video conferences from anywhere and with any connected device.

Video calling and Neotel cloud video conferencing can connect virtually any device with video functionality (computers, laptops or mobiles) in a single video call.


virtual pbx call center software Neotel

Benefits of Neotel’s cloud-based video calling and video conferencing

  • They are ideal for daily videoconferences or video calls.
  • Video conferences reduce the risk of communication errors
  • They have become one of the most appreciated collaboration solutions in companies from many sectors.
  • Unsurpassed safety, performance and support
  • Easy generation of video calls or video conferences
  • Fácil generación de videollamadas o videoconferencias
  • Chat interno
  • No need for external programs

Videoconferencing in the Neotel cloud


videocalling and videconferencing Neotel

Virtual meetings don’t have to be a hassle: users choose when and how to connect.

The easiest way to participate in audio, video or web conferences from your computer, mobile phone or room system.

Neotel Video Calling and Cloud Video Conferencing: the digital meeting space that gives you the flexibility to meet via audio, video or web, your way, whenever you want.

Videoconferencing in or out of the office

Regardless of the size of the company, you will be able to meet face to face with whoever you want, wherever you are, regardless of geographical or economic limitations. This totally free service incorporated into your virtual switchboard will offer you the possibility of interconnection in a simple, professional and economic way.

Any user will be able to participate in the video call, regardless of the technology, provider or region where they are.

Maximum ease of use

Neotel’s video solutions enable the connection of video conference rooms, computers and mobile devices.

Connect employees, customers and partners with video calls provided by Neotel.


Mobile pbx: Answer your virtual pbx calls on your mobile

IP technology is booming, the use of virtual phones is becoming more common, one of the great advantages they offer is to be able to associate your mobile number to a mobile pbx, get the functionality of Neotel’s virtual pbx on your mobile phone in a comfortable and simple way, this service allows you to enjoy all the utilities of a virtual pbx on your mobile

What is a mobile virtual switchboard?

The mobile virtual pbx is to take the virtual switchboard to your mobile being to the same mobile number, passing portability or requesting a new number to carry out.

This type of switchboard will allow you to always have your company connected no matter where the call center agent is located, being able to access from any point on the globe that has an internet connection.

Another possibility is to connect people from other locations in your company through a local number without generating costs of national or international calls.

How does the Mobile Virtual Switchboard work?

To be able to use the mobile switchboard you only need a virtual switchboard extension, a mobile phone and to have linked your mobile number in our access panel.

No matter where you are, you will have all the functionality of the Neotel switchboard from your mobile phone. No need to change your company, no need to change your number.

Why choose Neotel’s mobile switchboard?

Freedom, comfort and simplicity that allow you the following functions:

  • Answering calls
  • Silence
  • Putting calls on hold
  • Call Transfer
  • Call recovery
  • Call rejection

You can have all these functions in your mobile virtual switchboard, without additional software or the need for portability, simply by using codes that emulate the functions of the switchboard.

Advantages of integrating mobile lines to the mobile virtual switchboard

There are a lot of advantages that you get in your company with this integration.


virtual pbx rates

These advantages will help you to develop your business as well as the best customer service, making your employees increase their efficiency daily.

Among these advantages we have:

  • Cost reduction: Saving on internal company calls will be one of the great advantages of implementing these virtual switchboards
  • Ease of communications: The communications will be easier and faster when using the virtual switchboard, it affects the optimization of time and better profitability for the company
  • Scalability: As with all IP call features, scalability is one of the advantages, and can be modified according to the needs of each agent, user or company in general
  • Simplicity of Implementation: Since no software is needed, it is very easy to implement to start using it.

Additional products to the mobile virtual switchboard

The mobile switchboard is one of the great advantages that Neotel offers within its product catalogue that includes

  • Call Center Software:
    • WebRTC Line
    • Progressive dialer
    • Predictive Dialer
    • Robot call
  • Virtual Switchboard:
    • Virtual Call Recorder
    • Videoconference
    • IVR
    • Click to call me back
    • Telemarketing surveys
    • Monitoring
    • Call Statistics
    • Signaling



Virtual Premium Call Recorder: Your calls recorded every time

Current call centers require the recording of calls for monitoring, control and education of agents, being fundamental for your company. Remembering that European regulations establish that recordings must have explicit authorization from the customer, Neotel offers within its call center software the option of call recording.

Importance of virtual call recorder

In order to comply with the regulations it is necessary to have the software that includes the integrated call function, allowing to save, play and delete the recordings as appropriate.

Neotel’s Virtual Call Recording is included in the Virtual PBX which allows you to save all incoming or outgoing recordings of your company for up to two months.


Automatic Call Recorder (A.C.R.)

Depending on your requirements you can configure the call recordings in your call center software.

The automatic call recorder will help you to have a copy of all conversations without the need of human intervention.

Agents won’t worry about recording calls, and will focus on properly attending to each of their customers or prospects.

Neotel Virtual Premium Call Recorder

One of the functions that we offer you at Neotel is the Premium Call Recorder that allows you to extend the time and storage space of the calls that are made and received in your company.

This additional function of the virtual switchboard allows you to forget about the 2 month limitation. When you activate the service, all the recordings will always be in the cloud where you can access them from any location that has internet.

This Neotel cloud offers you the capacity of 1 Terabyte.

How much is 1 Tb?


To understand how much is the capacity of the Neotel cloud we offer you the following comparison:

1 Gb is about 14,000 minutes (which is about 9 days)

1 Tb is about 10,000 days (About 27 years of recording)

signaling virtual pbx

What does the Virtual Premium Call Recorder service include?

The service includes access to the web where you can find your personal recording library with search filters to access the recording you need with access from anywhere in the world.


  • You will have access to all outgoing and incoming calls from your PBX that are stored in the Neotel cloud.
  • Specialized web panel for audio management functions.
  • Save your phone conversations permanently in time.
  • It does not require permanence.
  • Listen to, download or delete all the calls you have recorded, you can do it directly from the website
  • Filter recordings by date, extension or agent
  • Allows you to store your company’s/business’s telephone attention in order to optimize customer service.


call statistics virtual pbx

The Virtual Premium Call Recorder is an additional service that you can include in your virtual switchboard where you also have access to


WebRTC Line: Beyond IP Communication

The WebRTC lines, English word that means Web Real-Time Communication, is an open development project that confers the ability to communicate in real time (RTC) using JavaScript APIs of browsers, the WebRTC system is also oriented in the transmission of data in all types of format (text, images, screenshots)

Advantages of WebRTC lines

The main advantage is that it allows VOIP communication through the WEB with quality standards such as audio, HD quality video and native encryption (SRTP, TLS).

What is a virtual switchboard?

A virtual pbx is one that does not have a physical device to manage communications.

It is not the same virtual PBX as IP PBX, many times virtual PBXs use IP telephony, but not all IP PBXs are virtual PBXs.

Which is the best virtual switchboard?

There are several types of virtual switchboards: mobile phone based, SIP protocol based and the WebRTC virtual switchboard.

Most virtual PBXs offer advanced phone call management features, the difference between them is technology that affects efficiency and flexibility.

Mobile phone based virtual switchboard

These are the most popular, are offered by mobile operators using their marketing to carry it out.

They operate using the mobile operator’s network, using the organizations’ member lines for communications management (incoming, outgoing and internal).

Weaknesses: Integration with external software is complex, they are linked to the mobile operator and their cost is high, additionally each agent must be provided with line and equipment for their interconnection.

SIP-based virtual switchboard

The virtual switchboard based on SIP protocol sends communication over a data network instead of using a telephone network, allowing the management of calls with specific terminals: IP phones.


send sms massively

Calls are also received through a mobile phone using SIP client: softphone.

The configuration, infrastructure and network are complex and weak points of this communication.

Virtual exchanges based on WebRTC

WebRTC virtual switchboards are the most modern and for many are the replacement for the previous ones.

Its advantages are flexibility, efficiency and configuration without the need to purchase software, it basically works in any device that connects to the Internet.

Why choose Neotel’s WebRtc Line?

Neotel’s WebRTC lines offer includes:

  • Geographic phone number (new or ported)
  • WebRTC line with communication channel
  • Access with up to 3 different devices
  • Free unlimited incoming calls
  • Call forwarding to personal mobile
  • Caller ID
  • Outgoing calls with fixed number
  • Call recording
  • Voicemail that personalizes itself
  • Daily call synchronization
  • Voice recognition and call transcription
  • Mass SMS sending
  • Progressive Calls
  • Predictive Calling
  • No coupling cost
  • No software installation required




Virtual PBX: Optimization of communication and customer relations

Communications for businesses, large companies and call centers are done through telephone exchanges, with the inclusion of internet call systems the use of virtual pbx has become widespread to encourage the use of VoIP calls, Neotel offers the best possible option to save costs and increase productivity.

What is a virtual switchboard?

The virtual switchboard is an Internet-based IP telephone exchange system (called a cloud service).

The main advantage is that for the use of the service, the customer can be outside his office, does not require sophisticated equipment (except in some terminals or IP phones), and its cost is monthly, without having to make any investment.

How does a virtual switchboard work?

The virtual pbx’s are also called vPBX (Virutal Private Branch Exchange) where your software is hosted on a server that is controlled by VoIP, this is responsible for providing numbers that are used to contact the company.

The main feature is the transformation of the calls into data packets to be transmitted over the Internet to the receiver, which has the ability to decode them.

This feature reduces the cost of the call and the associated services (extensions, welcome menus, call forwarding, call recording, among others).

It eliminates the need to contract a telephone line for each operator in the company, and in turn allows interconnection with another location, a mobile or even at home.

Why choose Neotel’s virtual voip switchboard?


telemarketing surveys

Neotel’s Virtual pbx voip allows significant savings for companies because it does not require investment in hardware.

Services are controlled using a simple Control Panel that is easily integrated to mobile phones.

Our Virtual PBXs include features that allow

Advantages of Neotel’s virtual switchboards

The virtual switchboard allows 100% linkage with the services offered by mobile phones, so our customers benefit from all these advantages of this linkage.



Some advantages of this type of integration:

  • Internal calls at zero cost
  • Bonuses contracted from mobile extensions.
  • One single invoice
  • Configuration adapted to your needs
  • Included at no extra cost:


telemarketing surveys

Why choose Neotel?

There are more benefits than you can imagine, first you do not need to buy anything, does not require permanence, you can use mobile and fixed as extensions of the virtual switchboard.


click to call me back

The WebRTC extensions are free and have no limits on the number of minutes, all the functions you need are included, and as an option that stands out is that we offer you a new number if you do not have a number to carry.

In cases where you need to port your number it is possible that they become a virtual number and you will receive calls on your mobile or any other table number you provide and your number will be the same.