VirtualPBX Features

Basic Communication (5)

Phone Calls: Enables users to place phone calls over the internet.
Video Calls: Enables users to place video calls over the internet.
Instant Messaging: Enables users to send instant messages over the internet.
Conference Calls: Enables multiple users to make phone or video calls over the internet at once.
Desk-to-Desk Calls: Enables users to contact one anothers through mobile phones and landlines.

Hold Music: Offers users the option to play music for contacts who are on hold.
Automated Attendants: Offers users the option to set up an automated attendant to field calls and information when employees are unavailable.
VOiP Number: Offers users a unique number that can be dialed from anywhere.

Session Routing: Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods.
Session Queuing: Callers can be routed to a queue or placed on hold until an agent becomes available.
Concurrent Calling: Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
Auto Dialer: Has auto dialing or predictive dialing functions for outbound use.
IVR: Includes an interactive phone menu.
Inbound Screen Pop: Populates CSR's screen with available customer data.
Persistent Data: Maintains and shares information across channels and agents as the case progresses.

Session Summary Notes: Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.
Administrator Access: Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.
Reporting & Dashboards: Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment: Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.
Call Recording: Allows supervisors/managers to record and review telephone conversations of agents.
Reporting & Dashboards: Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Mobile Access: Allows users to access the software using mobile devices.
Queue Management: Provides queue management in case of increase in case/call inflow.
Call Routing: Allows distribution of incoming calls to agents.
Call Back: Allows users to request a call back.
IVR: Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.
Automatic Call Distribution: Allows automatic distribution of incoming calls to the agents.

Call Management: Supports incoming calls, call forwarding, transferring and conferencing.
Communication Management: Can handle voicemail, instant messaging, screen sharing, video calls, text messages or other forms of communication for the business.
Scalability: Scales to add additional phone capacity in order to accommodate growth in an organization.
Integrations: Integrates with business tools such as CRMs, APIs, browsers, business music and more.
Mobile Accessibility: Able to connect with employee's mobile devices for further ease of access.
Accessibility: Accessible from any location with wifi connection via cloud infrastructure.

Security and Compliance: Ensures security of voice communications with encryption for calls.
Analytics and Reporting: Provides call analytics based on data such as call volumes, durations, and other metrics.
Support and Reliability: Provides virtual technical support for business communication services for improving phone performance.
Automated attendant: Offers an automated attendant to field calls when employees are unavailable.

PBX systems, VoIP Softphone: Contains PBX & VoIP softphone that can be used within the VoIP business system.
Call Management: Manages incoming calls with features such as call forwarding, transferring, and routing.
Network monitoring: Supports real-time network monitoring via dashboards and alerts to identify and resolve issues.
Integrations: Enables integrations with communication and CRM platforms.
Virtual PBX: Provides compatibility with both hosted and virtual PBX solutions.
SIP trunking services: Supports SIP trunking services for local and long-distance calls.