Manage the telephone calls of your business and make the Virtual PBX the main Technology in your Telecommunications.

The Cloud Technology

The virtual pbx’s work through the voip protocol (Voice Over Internet Protocol). This, and as we have already explained in other posts, does not mean any more that the «voice» travels through the Internet.

PBXs offer a wide variety of features to their users that are not possible with physical PBXs. One of the qualities that Neotel has seen that most attracts our customers is the professional voice-over service. From 7,50 € our clients can obtain for their company a voice-over, which they can then configure in ivr mode or welcome message for example, which has been recorded in a studio without noise, by professional voice-over artists, and with different characteristics always according to the client’s needs. If you want more information about Neotel’s professional voice-over service you can visit the following link: https://www.neotel2000.com/en/professional-voice-over-service/.

However, locutions are not the only characteristic of the pbx’s in the Neotel cloud. We would like to point out that all our switchboards offer the following features:

You only need Internet to run your virtual pbx
You choose the number of extensions
1 numbering included assigned or cover page
Flat rate to fixed rate included
Mobile Minutes Bonus

It also includes no additional cost:

Telemarketing Surveys
Monitoring, spying and whispering
Statistics of incoming and outgoing calls
Fixed or dynamic signalling
Configuration and self-management of the ivr
WebRTC for Internet calls. Audio and video calls

You can also add it to your virtual switchboard if you wish:

Call recording
Click to call me back
Virtual Fax
Premium recorder
SMS
Additional DDI

The Neotel switchboard integrates the ACD system («Automatic Call Distributor») which is nothing more than a queue to monitor incoming calls. This queue is intelligent and connects automatically with the person responsible and specific to answer that call.

Neotel’s virtual switchboard allows any worker to work with the same regardless of where they are.

Neotel’s virtual switchboard opens a new door to the future of telecommunications.

2 outstanding features of Neotel’s Software Call Center that shorten time

Earlier in this blog we have already shown how call center software helps to reduce task times and be more productive to companies that use it.

2 ways in which Neotel’s call center helps lighten times in business tasks

IVR (Interactive Voice Response System)

A robust ivr contributes greatly to increasing agent productivity.

Instead of transmitting the call to an agent immediately, the ivr is able to segment them, attending to the first queries from the customer and before transferring the call to the agent and even in some situations resolving them by itself without the need to transfer that call.

The interactive voice response system is the first interaction that customers receive when they call a call center.

Call recording

Call recordings tell call center managers what customers are really looking for.

It also helps call centers better understand their customers.

With call recording, call center managers can monitor when an agent is losing a customer, for example. The recording of a call has a main function in the formation of the agents.

With the right call center software agents can perform the following actions:

Analyze prerecorded calls.
Listen to calls in real time.

If the call center managers want to improve the quality of the attention in the calls they must listen to the recordings of these.

call center software

Neotel offers free of charge for all its clients the module of call recording with duration of 2 months. For customers who want to store their call recordings indefinitely, Neotel offers the premium module of the virtual recorder. More information about this module here: https://www.neotel2000.com/en/premium-virtual-call-recorder/

With these two qualities of call center software companies can more intelligently optimize their times without hindering the customer experience.

premium virtual call recorder

Optimizing the time in the company means reducing it and at the same time that our agents are more productive in less time.

ivr

It is important to understand that in any call center, more important than considering how long agents need to be talking, would be to analyze whether that time is really as productive as possible or not.

VoIP Business Phone System: Everything You Need to Know

A voip phone system can bring many benefits, most notably:

– Conference calls: the ability to generate videoconference calls can speed up the flow of your equipment and / or your commercials.

– Real-time control panel: allows you to monitor the activities of your call center in real time no matter how large your equipment.

– Contact history: a history with all the information regarding all your contacts will always be available, so it will not be necessary to make use of several independent systems. This is where the integration of Neotel’s CRM with the PBX works.

– Personalized music and greetings: Would you like a personalized greeting for your business? With Neotel this is not a problem. You can set up your own personalized greeting whenever you want and in a very easy way.

– Call recording: you get all your calls automatically and you can access them at any time and from anywhere in the world.

Etc.

ivr interactive voice response

What more can you get from a business phone system?

Neotel provides its users with high level features for its corporate voip system: conference calls, ivr, etc.

Voip protocols transform voice into data to transmit it over the Internet.

video conferencing and video call in the cloud

The voip phone system brings more advantages to companies than we might initially imagine. If you need to clarify doubts about voip telephony and how to integrate it with Neotel in your business do not hesitate to contact us and we will advise you without any compromise.

Benefits, features and definition of IVR (interactive voice response technology)

The failure or success of any call center is the responsibility of the agent manager. However, this role does not cease to be played by a real person and, like everyone else, it is feasible to make mistakes. With the entry of the ivr, the agent manager of the call center (and therefore the agents themselves) get a very powerful weapon for their daily work.

Overview of ivr

The ivr system can direct the caller to the most appropriate department.
This technology can collect information about the caller next to the reason for the call.

Main characteristics of ivr

1. Automated call routing

An ivr system can automatically route a call to the appropriate department or agent. The system is intelligent and is able to, from the answer it hears from the other side of the line, know which department is the most effective to resolve the issue and which agents are busy and which are available.

2. Collecting Call Information

The ivr system can collect information about the caller. It is also able to understand the reasons why this person made the call in the first place.

3. Creating personalized greetings / messages

ivr

When using the ivr system the company can record personalized messages to help with the image it wants to give to the outside.

Benefits of using the ivr system

1. Economical service

It reduces the expenses of a company without harming the quality of it. The ivr system saves us personnel. In the end it is a «virtual secretary» for our company, only that we do not need to hire a real person.

These characteristics can reduce the overall personnel expense of a company.

2. First call resolution and intelligent routing: better growth and brighter brand image

If a client is able to resolve their query in a first call, it will always improve the image that this client has about our company. When a potential client is able to resolve their issues quickly and easily, without any headaches, this potential client becomes a client. When the same thing happens with an already real client, he becomes a loyal client.

With the ivr system, no time is wasted on calls.

It is possible to make a personal message or greeting before the customer is transferred to the person you need to talk to. This can enhance our brand image as a customer-facing company.

3. Higher call volume in less time

With an ivr system the company that uses it is more productive. Its agents avoid having to answer calls that do not lead to anything since this is handled by the ivr system.

Conclusion

With an ivr system companies can save a lot of money on new staff. It also helps us to build loyalty with those customers who are in doubt about whether or not to continue with the service. Convert potential customers into real customers. And real customers into loyal customers. Give a better image about our company. To offer a 24×7 service abroad.

Essential features for any inbound call center software solution

It is essential for optimal performance that the following features are included in your call center software.

1. Real-time reporting

This feature allows agents to know data such as customer waiting time and more.

2. Monitoring

The Monitoring module allows the call center administrator to spy on the real time conversations that agents are having with clients. This functionality is very useful to apply improvement techniques a posteriori. In addition, it serves as training for our employees. On the other hand and thanks to the spy and whisper module included in the Monitoring, since the administrator is able to listen to a conversation that is happening at this moment, he can also whisper what he thinks convenient at a given moment to his agent, without the customer on the other side of the line is aware of anything.

The call recording function can record all live calls.

3. Built-in CRM

ivr interactive voice response

The Neotel PBX comes integrated with a powerful CRM that helps us identify the person calling us. When a call is received in the call center, the agent knows a lot of relevant information about the caller before answering it. This information can include personal data of the client, together with notes of past calls, promos that this client has applied, etc. All this information appears through a pop-up window on the computer screen of the agent receiving the call.

4. IVR

virtual pb

The Neotel ivr is 100% customizable and you can add as many levels as you want.

The ivr system allows you to direct the caller to the right department, without wasting their time, being transferred from department to department.

Reasons why you should choose Neotel

Choose your IP Telephony company wisely

Why should I choose Neotel?

1. Higher productivity. Neotel increases agent productivity by eliminating manual dialing.

2. Guaranteed safety. All of Neotel’s ‘brain’ including its personal data is stored in the most secure servers possible, located in Spain and with backup servers. So that you, our client, will never have to suffer insufferable cuts in your company’s communications.

ivr

3. Advanced features at your fingertips. Functionalities such as tail CDR, IVR, etc. All, previously exclusive features for just a few. Now with Neotel, within reach of any pocket.

4. Excellent call quality. You don’t have to worry about the quality of your calls when you are a Neotel customer.

5. Affordable prices. Neotel is the most affordable Telephony solution for companies in the whole sector. We have no competition. You can check our prices on our website and if you want you can contact our customer service and we advise you free of charge and without obligation.

Many competing solutions may look similar to ours at first glance. However Neotel is the only solution that adapts to the needs of each client in question so if your business grows or shrinks, your phone system can grow or shrink as well.

Why should small businesses use an advanced IVR system?

With an advanced ivr system for our company we are getting a powerful tool that helps us work more on customer satisfaction. The ivr is a system that works 24/7.

1. Affordability

The cost of implementing an ivr system is approximately 1/10 that of hiring a receptionist.

2. Increased sales with remarketing

Companies can use an ivr system to advertise their own products and services and thus remarket with the intention of generating sales in a passive way.

3. Reduction in the abandonment rate

The latest ivr systems reduce the abandonment rate of our customers in our company. Logically, it is more likely that a client will not leave if, even though all our agents are busy with other conversations, the client is able to carry out all their formalities only via the ivr.

4. Stellar Reputation and 24×7 Availability

Regardless of its size, the ivr system makes our company look professional. When customers are served by an advanced ivr system they feel that they are contacting a company of a certain ‘size’ and the level of importance is understood.

ivr systems save companies money. How can your company save money with an ivr system? The ivr is a way for our company to remain operational even during the holidays without having to hire extra employees to service the company during the holidays.

5. Improving the quality of first contact

An ivr system is capable of solving simple tasks such as answering simple questions. For tasks that require the intervention of a human person, the system automatically transfers the conversation to an agent.

Why does your company need a Software Call Center?

Workers will be able to connect from any device connected to the Internet and from anywhere. This implies a mobility and flexibility to our company that otherwise would not be possible.

On the other hand, agents will be able to make transfers to other extensions quickly. It will also increase the capacity of the management of the lines.

With features such as the ivr, we notice a maximum intelligence and efficiency to our company.

Neotel’s call center software does not require any initial investment by the client.

With our webrtc lines, companies obtain a series of benefits, both economically and in terms of functionalities.

The value-added services for the virtual pbx and call center software are as follows:

Statistics You will be able to know all kinds of details about the duration of calls, which agents attend which calls, volumes of both outgoing and incoming calls, schedules of calls, missed calls, waiting times, and so on.
Call recording. Allows to have a record with all the incoming and outgoing calls recorded. By default, in Neotel all our customers when hiring our call center software already have this free call recording service at no cost and active by default. This service has a limitation of two months in the time that the recordings are preserved from your panel. If you want to remove this limitation there is the possibility of hiring the service of Premium Recordings, with no limit on how long your recording is kept. More info: https://www.neotel2000.com/grabadora-virtual-de-llamadas-premium/
Voicemail. This feature allows the caller to leave a voice message when they have not been reached, and the agents to listen to these messages. This feature is often used in cases where the caller contacts after hours.
Waiting lines. Keep calls waiting with music while agents are inactive or busy with other calls.

Neotel’s virtual pbx and call center software enable Cloud functionalities, allowing companies to increase their productivity, optimise their resources more intelligently and improve customer portfolio management.

It should be noted that with our tools and applications companies are connected to their business 24/7 and from any device with a connection to the Internet: tablets, computers, smartphones, etc. The web real time communication (webrtc) allows communication between two devices with an Internet connection. It is only necessary to have in our device a camera (if we want to use the functionality of the video) and a microphone (if we want to use the functional one of the audio).Neotel is the company of telecommunications directed to companies that offers its services of lines webrtc before any other one.

Contact us now and ask for the features of Neotel’s virtual switchboard and call center software.

Any company that pretends to control the information of its calls and improve the management with its clients should contract the software for call center.

Neotel’s call center software is aimed at freelancers and companies that are interested in increasing the optimization and management of their company along with its relationship with its customers.

Definition IVR and benefits

With this article in our blog, at the time of writing, our idea has been to try not only to discuss what are the benefits and what is the ivr, but also to give our readers some tips when working with your ivr system. We trust that they will be of some use to you. Among the advice that Neotel always offers when a customer calls us and asks about the use of ivr, without a doubt one of the most important is: keep it simple. This means, try not to cover excessive levels or very complex configurations. And to understand that the final idea of having an ivr is not to save us completely the need of the operating agent. Rather, it is an aid. But in the end even when we use an ivr system, it will be necessary for the customer to be referred to a real person to speak. However, this does not mean that ivr is not a great help to us. And yes, it is.

Tip: Keep a simple ivr menu above everything else

Thanks to the ivr we reduce costs in the area of telephone customer service.

A well-configured ivr works almost as well as an agent. Our ivr allows you to offer products, promos, services, etc. to customers as if you were a real person.

Automated self-service

The response times achieved by ivr’s systems satisfy customers.

With the ivr we also get an efficient call routing system.

With an ivr in our call center we improve the customer experience.

You will improve the experience with your customers through our ivr

With the ivr, we decongest the receptionist’s own function in our company.

With the ivr system, your company will attend to a large volume of calls, instead of being left unattended. Even when the receptionist is saturated at times of high call volume, having an ivr, our customers are always attended and we reduce the long waits that, without an ivr system like Neotel, this would not be possible.

Since the ivr will work 24 hours a day, even in hours of high call volume, our company never remains closed.

The ivr is of course not intended to supplant the receptionist’s function. It is more of an addition. Working without an ivr and only with a receptionist in our company will probably stop us from growing in sales for all the reasons we are discussing.

The ivr for small companies helps them to improve their business image. Facing larger companies in size, brings a coherent image to the organization that represents this company, something that always pleases the customer who calls as it is always served.

You can even record a personalized greeting within your ivr system.

With the help of an ivr system customers now have unlimited access to your company.

The ivr systems are always at the disposal of the customer.

Are you thinking about how to improve customer service within your company? Then the solution is the IVR (Interactive Voice Response)

Interactive Voice Response (IVR) is an automated telephony system technology that interacts with callers, collects required information and routes calls to the appropriate recipient in particular.

IVR benefits large and small businesses alike

The benefits of ivr in business will vary depending on how it is implemented. However, there are a number of them that are always common to everyone:

Manage high call volume with ease: Neotel’s ivr allows customers when they call to never know if your company is going through a very high call volume at the same time. With ivr your company is able to handle a high volume of calls. Without this, in order to be able to manage such a high volume, it would be necessary to incorporate too many workers with the consequent increase in cost.

Comfort for the client: With the ivr customers will get to deal with the right person to carry out their particular management on the same call.

Customers are also able to contact your company regardless of whether it is a holiday or not.

Professional image: For small businesses the ivr system works to allow them to mask the actual size of the company. When a customer calls us, they will have no way of imagining how small or big we really are.

Cost reduction: One of the reasons why companies adopt the ivr system for the first time is the expectation of cost reduction.

Companies can entrust the system for routine tasks and leave the Technicians and Specialists for the most important tasks.

IVR is an interactive voice response system with which this same system is capable in an «intelligent» way of dealing with customers’ own tasks, without the need for the intervention of a human person, with the corresponding cost savings that this means.

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