Do you want to know what is the best option for your business? We present the Software Call Center

Discover why Neotel is the best option for call center software for you. Learn more about our professional projection. Learn about the main features of Neotel’s call center software.

The qualities of our call center software are very varied. Here in this post we want to inform you about some to stand out for its importance:

Greetings

And with «greetings» we refer to the welcome locutions, with which through a pre-recorded message we will be informing our clients about what we want. This option is a very good option since it gives us the possibility of reporting on highly relevant details, or other types of content such as business hours, closing days for holidays, information related to the activity our company is engaged in. , etc.

Transcription of calls and statistics

A possibility and characteristic of the Neotel call center software that serves to measure everything related to our calls, both outgoing and incoming calls. And it is that for any company it is of vital importance to know this information. Without a call center software like Neotel we will be failing to obtain valuable data for the growth of our business.

Automatic Call Distribution (ACD) and Interactive Voice Response (IVR)

This is for the typical call situation in which a phrase is played that offers us a menu with options (To speak with Marketing press 1 … To speak with Address press 2 … To speak with department X press 3 .. .). Here the client will press the appropriate option and that is where the ACD comes in, which will solve this by transferring the client to the agent / department. suitable. From the panel of Neotel it is possible to configure or assign each of our agents a role so that the system is then able to find out to which agent to transfer each call.

Would you like to know everything you need to know if our Call Center Software is the most suitable for your company? At Neotel we are only one telephone call away! (Or to a single message through our LiveChat, or to a single email away, or to a single WhatsApp message, or to a single email through our form, etc. What are you waiting for? expert of the Neotel Call Center Software?)

Neotel’s Call Center Software is web-based. This means that counting only with an Internet connection, whether from tablet, computer or mobile, through the user and password that Neotel provides, we will be connecting with our user panel. Everything ready to work.

Cloud-based call center software

The most important difference between Neotel’s call center software and the others is that with Neotel, the entire system is hosted in Neotel’s virtual cloud. What does this mean? Well, the client forgets Technicians, maintenance of physical machinery (hardware) and hire experts to manage the application.

It’s time to get rid of that old call center software that is not working for you. It is time to make the leap to the Cloud

A call center software allows you to receive and make calls effectively. When buying between a physical one and one hosted in the cloud … It is not possible since there is no comparison! The cloud software for call centers of Neotel uses the most advanced technology to exponentially boost your call center.

Are you still tied to your telephone company? Get ready to save big with Internet Telephony

With Neotel, when a client hires our Telephony services over the Internet, what he is getting is a customer panel from which he can access absolutely all the configuration of his switchboard system and call center software. And from which you have access to features such as removing or adding new extensions as you go or do not need them.

You control your services

Are not you tired of having to pay with your current Telephony company for services you do not need?

No up-front costs

The services of the PBX or virtual switchboard will provide the same features that you are already receiving with your current telephone system, only with more extras. The difference of our telephone system and others is that with ours you do not need to spend a single cent on hardware. Instead, all services will be hosted in the cloud which means that all data is hosted on Neotel’s secure servers. Since you do not have to invest in expensive office equipment, this option is less expensive for SMEs. All you need is an Internet connection and at least a desk phone, and that’s it.

Internet Telephony services offer much more to your company

With Neotel’s cloud telephony, there are other characteristics that can be of great interest to businessmen and managers, being the existence of a virtual receptionist one of these.

If you have a small business, you may be thinking that you can not afford a telephone system over the Internet. It’s just the opposite! The feature that stands out from any other in terms of Internet telephony is just that it is cheaper than conventional telephony. As there is no maintenance of computer equipment costs, and with cheaper rates for calls, Neotel can help you save a lot of money from the first day when you hire our services.

What is Voice over IP Communication?

Do you already know what Voice over IP Communication is? Well if you still have doubts, this article will interest you and much. We start!

First of all, say that if we have to simplify the answer to the question What is Voice over IP Communication? In the simplest form, we would say that the main difference with respect to other more traditional communication systems is the simplicity that is presented when installing, configuring and using the service.

With a VoIP system at the end what we are getting is a Premium communications system at very low cost. One of the reasons why the IP Voice is becoming more and more interesting to companies is that VoIP encourages Teleworking. And it does not matter where the employees are, even in different countries. Calls are always billed as if they were calls within the same office.

A virtual switchboard is an advanced communications system that allows you to have as many extensions of mobile or fixed lines as you wish and increase or reduce on demand without having to bear the costs of classic telephone switchboards. Solving the typical problems of communication quality, queued call management, etc.

The Telephony in the cloud gives freedom. With IP Telephony we lower costs and we are achieving a 100% scalable system to the needs of our company.

Neotel helps businesses simplify their communication systems thanks to CRM, PBX and call center software.

Saving on the telephone bill is really possible with Neotel.

The technologies are advancing very fast. The connections are getting faster. And the telephony in the cloud is something of the future, but of this very moment.

IP Telephony is not something new anymore. And it is true that more and more companies are making the leap to the cloud for their telephone communication systems.

Directed to both small and giant companies.

Neotel is a leader in the global Cloud / IP Telephony sector

Our company, Neotel, based in Malaga (Spain) has been offering virtual switchboard, call center software and CRM services since 2001. To these products we add their programs for distributors and the White Label Switchboard. In addition, it is worth highlighting Neotel’s customized solutions, which include:

Neotel has a global presence and has clients throughout the five continents.

More than 15 years of experience together with the daily work of a professional team, make Neotel has established itself as the provider par excellence in terms of IP communications and this is something that is reflected in the opinions of its own users.

Neotel: Communication Solutions and Services

But this is not all that our company can offer to yours. At Neotel we continue to develop new communication tools via VoIP. Soon we will show many new features that we are currently building and that are already in their final stages of development. Features and features that will revolutionize the IP Telephony landscape like never before.

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The impact of the first call on customer satisfaction

It is possible that when talking with a customer service center, we ask ourselves what is the way that companies have to evaluate the attention and work of the operators. It seems logical that after investing in sophisticated CRM, call center software or a virtual switchboard, it is necessary that a company dedicated to massive call traffic, consider some indicators when evaluating their work and that of employees. So. How do they do that?

The resolution of the first call.

Numerous investigations related to the call center market reveal that no other indicator has a greater impact on customer satisfaction than this so-called «first call resolution» or «FCR.» And it is precisely thanks to these call center software, CRM or to its virtual switchboard, as it is possible to collect enough data for its evaluation.

The resolution of the first call is neither more nor less than the ability to resolve any concern, doubt or any result assimilable to that in the first telephone contact, the final customer has achieved what he was looking for.

The same studies show that each percentage point of success in this first call directly represents a percentage point in the perception of customer satisfaction.

Additional advantages

The increase in satisfaction is not the only benefit of a call center focused on the first call resolution. In addition to this, call centers with a high success rate in this task undoubtedly achieve much lower operating costs. Since not solve initially will generate a certain number of repetitions of calls, companies will be doubling or tripling the number of operators, use of their virtual switchboard and VoIP costs or they will be losing additional customer service opportunities.

But this successful first call will also have benefits for the company’s own workers. We all know how annoying it can be to work with a dissatisfied client. By avoiding frequent calls from frustrated clients due to the initial non-resolution of their need, job satisfaction rates increase significantly, resulting in an exponential success of agents, supervisors and the entire operation.

How satisfaction is valued: adopting the right approach.

Although we have already seen that it should be taken into account to consider a call resolved, it should be noted that not all companies adopt a similar approach. Some of them program their CRMs or establish their indicators considering that the simple need of transferring that first call or subsequent follow-up work can be considered a success.

However, although it may seem like a solid approach to measuring quality, it may be incomplete by not taking into account something essential: the customer’s own satisfaction.

Post-call surveys, by phone call or email should be the icing on the cake in these situations. At the end of the day, in these technological times, it is still applicable that the customer always -or almost- is right.

Multichannel communication – what does it mean?

One of the major changes that has led to the expansion of the Internet, recently assisted by the boom in mobile telephony, is the expansion of multichannel communications. This technology has been a revolution in communication with the customer and the mass call centers, achieving a fundamental change in their structures. So the call center software, the modern CRM programs or the virtual switchboard with which many of these centers operate, have had to adapt to these demands.

Many companies were realizing that they could not rely solely on voice communications to interact with customers. They needed to do it, how and when the client chose.

The multichannel. Just a fad?

Although many might think so, from the moment that this «fashion» began in the early 2000s with the emergence of mass videos and chat, it has proven to be a very long-term trend and a revolution in the conception of marketing and customer relations.

The traditional call centers have had to evolve forced by this situation. Currently a CRM, the call center software or the virtual switchboard must be able to serve customers, not only by voice. The electronic mail, the SMS, chats, social networks or interaction with web pages have become part of an industry traditionally focused on telephone communications.

The movement towards the multichannel is not only an indicator that clients need to be cared for at an individualized level. They also expect quick action. Thirty years ago, companies had at least one day to respond and customers felt that their expectations were being met, however, today these same clients are barely willing to wait a few seconds for their questions to be answered and for any means by which they decide to interact.

Thus, for many marketing experts, the multichannel movement is a new phase in the world of Internet Marketing. In the first place, we started by creating websites in a customer’s conscience, secondly, by allowing «self-service» in stores and Internet sales. the third evolution, it was assumed by mobile devices and smartphones. In this fourth phase, which is still underway, customers are allowed to communicate in the way they prefer from their mobile device, or computer through web, social network, or run with companies. This requires a real-time interaction that must be met by the companies.

Thus, it is no longer necessary just a large call center equipped with a virtual switchboard or a CRM. All this call center software and the philosophy of it, must be capable of evolving towards the new demands of customers and companies.

Any industry that continues to think that it can relate to its customers in a conventional way, should think twice before downplaying the multichannel movement. The market evolves and who does not do it with it will be condemned to its extinction. It will not be because of lack of precedents.

The five key technologies in customer service

Long before the invention of the virtual switchboard, the Internet, the CRM or the modern call center software, there were other technologies that made the massive call service market reach its current status.

Some of them are in retreat, while others, invented 60 years ago are still topical. Let’s know them.

The tone dialing

Many still remember dial telephones, those in which a wheel had to be rotated to make them operate, however the technology that allows the operation of a virtual switchboard – tone dialing – was introduced in 1963 by Bell. A year later the Western Electric 1500 was the first phone on the market, which allowed to dial by buttons. Of course, they did not include the symbol of the pillow or star.

The toll-free numbers

In Spain known as 900 lines, without which more than one virtual switchboard would be without work, were invented in 1967 by a scientist from the company AT & T as an excellent formula to market the products. The airlines and American florists of the 1980s came to add more than 3 billion free calls annually. Soon this hit became international.

Private exchange exchanges

Nowadays, the PBX-type virtual switchboard, the private exchange exchanges -the PBXs «were one of the first computerized evolutions of the conventional switchboard. Essentially they were mini-switches that allowed to route calls to the companies in two ways: manual, which still required an operator for the exchange or automated, which already allowed the switchboard to route the call by itself without having to request the operator the connection with an extension. This latest technology became one of the secret sauces of the first call centers.

Interactive voice responses (IVR)

Perhaps, the most essential technology in the software and the operation of the modern call center, were used for the first time in the banking machines of 1970 to verify the balances of the clients. Soon they became really popular as a means to route customer service calls. Nowadays, they are able to recognize what a customer says on the phone and act according to their request. If you have ever talked to a speaker who asked you what you wanted to do when calling a customer service center, it was an IVR working in conjunction with the virtual switchboard.

Short Message Services (SMS)

Invented in 1992 to operate with the first mobile phones based on GSM technologies, they had to spend more than two decades compared to the previous technologies listed for their introduction. However, its appearance meant a before and after in mass call and communication systems, allowing very fast transmission of information and facilitating public attention. They also produced a fundamental change in the philosophy of customer service, from being reactive -the company communicated with the client at the request of the same- to predictive -the company requests an action from the customer-. This small big change may have gone unnoticed by many, and you may think it is not very important. The marketing experts and the business figures associated with this change between reaction and prediction say the opposite: it has exponentially increased the turnover of the companies that use this technology.

How does predictive dialing help boost my brand?

Predictive dialing is a great tool to boost agent productivity, contact leads and satisfy our customers. If you are looking to install a predictive dialing software solution for your call center, contact Neotel, a global call center software specialist with a long history.

With a predictive dialer the call centers work better. Calls are made more efficiently. And another advantage is that being integrated with the CRM of Neotel, we have on screen access to all the information referring to the client that is called, including data as important as the current and past promotions that were offered, plans or modalities that would be paying Currently, and ultimately any need that the client let us know, everything can be properly indicated within the CRM with Neotel’s integrated switchboard.

Install a predictive dialer for greater customer satisfaction

Predictive markers are tailored to companies of all sizes, from large corporate multisite to small and medium enterprises (SMEs). In addition, at Neotel we carry out tailor-made developments, so whatever the need you request for your call center software, we can do it.

The predictive dialer that fits all call centers

Did you know that the costs of having a predictive dialer such as Neotel are minimal? This has a reason to be very easy to understand. The software for call center, to be hosted entirely in the cloud of Neotel, that is, virtually on our servers, you do not have to pay for any type of device or hardware.

Reduce costs in your call center company with the predictive dialer

Increase sales thanks to the Neotel predictive dialer

Thanks to the integration of the predictive dialer with the CRM, you get a platform 100% integrated in your systems, where you will find all the important and relevant information for your company.

With the predictive dialer what we get in short accounts is to try to increase the talk time between agents and clients. Being an intelligent software, the predictive dialer knows the perfect time to make a call to an X client, and is also able to predict when it is going to end, to call the next contact.

Increased agent productivity

In a call center, the time factor is absolutely everything. Every second wasted is a lost sales opportunity. With the predictive dialer and the Neotel software call center tools, you can solve these failures and the performance of your call center is the highest.

What is the difference between IP Telephony and conventional Telephony?

Basically, with IP Telephony, what we do is optimize our line of business in a better way.

With IP Telephony we improve communications and productivity of the company

If you still do not have IP telephony in your company, you should rethink things.

IP Telephony is more powerful than you think.

IP telephony is linked to the virtual PBX hosted in the cloud. With the switchboard in the cloud our company grows faster.

Thanks to IP Telephony and the Dialer, we save costs, we are more productive and in general we work better

The Voice IP is the enclave concept of the IP Telephony. If you are looking for an IP Telephony provider, you do not need to look for anything else. With Neotel you have the greatest coverage guaranteed.

No advanced knowledge is needed to use IP Telephony

If you still do not know how to install IP telephony in your company, call Neotel and we’ll get to work.

We verify your bandwidth to ensure that the quality of the calls will be ideal.
We advise you on whether to use our own Neotel softphone or if you prefer an IP terminal.

Whether you need to buy an IP phone or prefer to download a softphone application, we will advise you.

Imagine your company working with IP Voice Telephony

Another peculiarity of IP telephony is the use of virtual fax. Without the need for physical fax machines, virtual faxing allows you to send and receive faxes in the same way.

Contract the Neotel virtual fax with the PBX. Call us and ask for prices

As simple as using an email account and an Internet connection. This is all you need to be able to use our virtual fax service for companies.

There are many reasons to use virtual fax:

Its reduced price for switchboard customers.
Mobility. No matter where you are, it is always available.

Never before has it been so easy to save money!

As soon as you request us you want to activate the virtual fax service, and you will be using it. This fast

If you are thinking of moving out of the office, the hassles of having to move your phone system with you disappear with the Neotel virtual switchboard.

Through the Network, the voice becomes data, and it reaches from a point of origin to a destination.

Fill in the contact form that appears on the web, or call us or if you prefer, send us an email. We will get your case as soon as possible.

IP telephony is based on voice over IP, which consists of transmitting the voice over the Internet.

Nowadays, IP telephony plans and virtual switchboards are the order of the day in companies. Neotel can offer everything you need.

Hire extra modules for your switchboard at your whim. Ask us about the modules for the Neotel PBX and you will be amazed.

If you need a Telecommunications company that specializes in switchboard services, call center software and CRM, Neotel is covered.

Ask for more information about our virtual switchboards

Either for a comfort or savings issue, do not continue postponing the migration to the virtual switchboard. Get rid of your obsolete physical switchboard once and for all and now hire the Cloud PBX with Neotel.

Give a more professional image.

The virtual switchboard is intelligent. It is designed in such a way that you will increase the talk time of your agents.

Set up a welcome message and music on hold for your customers.

Configure a menu of options so that users are transferred to the correct department within your company.

Important points of the Neotel switchboards:

Personalized welcome message
Queue waiting.
Redirection of calls.
Redirection according to schedules.

The virtual switchboards are presented as very useful services for companies of all sectors.

From Neotel we invite you to know more about our integral Telephony services.

SIP phones are affordable products for everyone.

Whether they are SIP phones, IP phones or softphones, they all transmit the voice over the Internet.

If you wish we can inform you about our IP phones at the best price

Contact us and we inform you without obligation.

PBX for companies

Once you try to make calls with the dialer, there is no turning back.

The guarantees of Neotel 2000

Professional installation of the click2call button on your website
1 mes de prueba gratis sin ningún compromiso
Freedom: there are no permanency contracts
High quality IP telephony since 2000
Request a quote without any commitment

Whether you’re interested in predictive or progressive dialing, at Neotel we can help you

Give the best Customer Service possible.

Greater availability for your customers

For better customer service

Take advantage of Neotel’s call center tools.

In Neotel we have no competition

With our software your call center can get everything. From massive sales campaigns, Telemarketing to Customer Service.

Call center software: solutions, alternatives and everything you need for your customer service company

As is well known, companies that are responsible for providing support or customer service will always need technological aids. With the passage of time, these technological aids have evolved in such a way that they are established as potential reinforcements to the work carried out by callcenter operators and agents.

The call center software that Neotel brings to you will guarantee that you, your telemarketers and / or agents, can perform their work even with advanced technology from anywhere in the world, decentralizing and blurring the idea of a unique place of work.

Can I have my agents connected regardless of the geographical location where they are located?

If possible. Thanks to the call center software that Neotel has for you, you can make and receive calls through a data network with which the only thing you will need is a stable Internet connection and a computer or any electronic device.

You can for example predict the time of each call for each of your agents by using the predictive dialer option, or answer as many calls as possible to your team of professionals, and / or use the robot call to send messages from welcome, unfold options menu, or transfer the respective calls to the operators that will attend the case in greater depth.

IP PBX: A whole world of possibilities without access restriction

We already know many of the advantages of acquiring an IP switchboard service, since it consists of a wide service, of numerous functionalities and, what is even more striking, is the capacity that has, by its simple interface, to adapt to all types of companies and demands specific to the services that they must provide to users.

From this it also derives that, since the IP PBX is a versatile and comfortable service, it works much more efficiently and does not represent a major problem that requires some kind of maintenance or repair, since everything is stored on the web and it has a very beneficial access through the use of a user and established password.

Is it true that an IP PBX offers professional features under an easily accessible platform?

As mentioned above, the IP PBX has easy access, where the service provider, which in this case is Neotel, provides its customers with a username and password so that they have access to the full operation of the same, allowing both you as its agents, manage the information pertinent to the information and database of the clients, in this way, to be able to carry out the advice, follow-up, control and resolution of the specific case.

Being able to access the IP switchboard through a user and password facilitates the agents’ development in the various functionalities that this potential tool grants to all users.

Also eliminating aspects such as hardware, cabling and other physical devices, we will have a much more comfortable, affordable and effective system, where what is prime is the productivity of teleworkers, and the timely and quality attention that we can provide to customers or users.

Telephone switchboard: when the validity expires

The telephone exchange consists mainly of a system characteristic of the operation of the companies in charge of communication. It can be said that this is one of the oldest systems and has some essential requirements for its operation.

Many companies that have acquired this system over the years, realize the multiple requirements that it has, since they have denoted excessive costs of installation and maintenance of complex equipment that, compared to the virtual switchboards, are less optimal, effective and of recommended quality.

The telephone exchanges then, being the traditional ones, will need physical connections and accesses by a certain provider, which generates a series of costs and permanence clauses that this time specifically provider, and which are usually uncomfortable for users and / or customers and, therefore, for the owners of these companies responsible for customer service and telemarketing, which are the main users of these services.

Do the physical requirements and the wiring in general denote a higher quality within the system of the telephone switchboard?

The use of hardware, specialized equipment and a large amount of wiring, requires extensive facilities that in turn involve the costs of a group specialized in the management, operation and maintenance of each of these components.

Many of the functionalities that a software team or a virtual switchboard can offer, do not offer them easily and in the same way a telephone switchboard, since their functions are much more limited due to the complexity of each of the devices required for its operation .

This makes a telephone exchange lose little by little the validity it had until a few years ago, as the technology gradually adds functions that are much more complete, efficient, optimal and that require less time, less space and a saving in significant costs.

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