For administrators, the ACD panel is an indispensable tool for overseeing a call center operation. The ACD Panel monitors all live calls and can control agent's behavior while handling unanswered calls waiting in queue. Once the panel is set, it automatically identifies long wait timers and take the right actions to resolve any issues.
Drag & drop calls to agentDistribute 'on hold' calls to agents located anywhere in the world with a simple drag and drop functionality right on the panel's screen.
Real time statsThe live panel displays many statistics including the vital average caller's wait time. This allows you to choose the correct course of action to prevent unnecessary queue build up or excess of waiting callers.
The Teleconsole is a do-it-all hub, empowering agents with full control over their call center activity. It offers tools for managing all the daily communication and can be used as a softphone or with a physical phone. It supports full agent mobility through either web access or a pre-configured Android/iOS app.
An Elegant interface with multitude of functionsThrough Teleconsole's elegant interface, agents can make, receive, and access calls, messages, voicemails, and faxes. Contacts can be added automatically from inbound traffic. Detailed logs provide call history overviews, caller’s information, and precise time stamps. Internal or external chats can be performed without any additional software.
Fully adjustably agent settingsThe Teleconsole's setting can be adjusted by agents without involving any administrator. Settings are provided for forwarding rules, availability status, caller ID and call screening. Various voicemail greetings can be recorded for different agent availability scenarios. Physical phone attributes, including speed dial and BLF designations, can also be altered.
Telebroad's cutting edge cloud PBX solution, sophisticated Automatic Call Distribution (ACD), and intelligent queues combine to create a call center environment that can be efficiently managed to maximize productivity.
ACD and Queues that do moreQueues allow a call center to deal with large call volumes by engaging call-ers and improving their holding experience. But Telebroad’s queues can do much more. They are constructed with rules for efficient handling of calls placement and overflow. Queues and agents are assigned rankings that facilitate a more sophisticated distribution based on administrator designed priorities.
Stay alertWhen things get really busy, customized live alerts will inform you about problematic queue conditions - long holding times or excessive amount of missed calls. Alerts can also be emailed to you to keep you on top of your call center’s optimal operation, no matter where you are. Reassign agents, remove unproductive ones, or adjust the auto-attendant settings to address these conditions.
Your CRM (Customer relationship management) is crucial for your call center's operation. How it works with your phone system has a tremendous effect on the performance of agents and client’s satisfaction. Telebroad's PBXcellent integration with Microsoft's Dynamics, one of the premier CRM platforms on the market, provides key features for a streamlined agent’s workflow.
The Live Call panel is another crucial tool for call center administrators. It displays real time perspective of every live or holding call in the system, providing instant visual information and data for each call.
Zoom in on the detailsThe panel has three views that allow an administrator to focus on specific queues, agents, or types of calls. Sophisticated filters and sorting options make it easy to zoom from the big picture into more definite parts of the call center.
Agent managementThe panel also shows all available agents in a queue and their availability status. Administrator can log out unproductive agents from a queue or manually drag and drop unanswered calls to queues where agents are idle whenever the call center experiences high call volume.
Telebroad’s Analytics is a collection of tools and web interfaces that provide a variety of statistical measurements for calls traffic, agent activities and queue loads. It helps you manage and oversee your entire office phone system from the convenience of your desk, ensuring that your operations are running smoothly. Review employee performance and productivity, improve customer satisfaction, and make sure your workforce is being as efficient as possible.
In addition to real time stats, one of the provided tools is a reports generator that can give you perspective of various call center data over anything between several hours to several months. Have reports automatically emailed to you to keep on top of things even when away from the office for extended periods.
Alerts provide real time notifications of queue conditions that may require direct action from an administrator. They are triggered when queues reach certain thresholds like excessive call volume, wait times, or unavailable agents. Alerts are an important tool even for the most observant administrator. They are completely customizable and greatly improve responsiveness, customer service, and call flow.
Remote Workforce
Eliminate redundant multiple lines and put your entire remote workforce on the same phone system as your office staff. Enjoy the flexibility to add or remove employees and extensions for any reason, anywhere, on any device. At Telebroad, our system works with you and your employees wherever you are.
Savings
Increase your profit and lower your overhead. The PBXcellent system is entirely hosted in the cloud, meaning there aren't any hardware or network maintenance fees or need to keep a dedicated technical telephony stuff. You save instantly by ditching complex contracts and multiple lines in favor of your existing broadband connection and straightforward service plans. Enjoy superior on-call customer service and support and a vast selection of options, without paying extra.
Fast Deployment
Switching to PBXcellent comes with minimal hassle or loss of productivity. We will have your new system set up and deployed without affecting your daily operations or incurring any significant downtime. Even better, our onboarding team will help you determinate the best deployment options for your company - from choosing the right phones to configuring firewalls.
Flexible solutions
Dynamic work environment requires a matching dynamic communication solution. When you have a team that works remotely, goes on the road, as well as come into the office, you need a communications system that that can provide that flexibility. PBXcellent does that and more. Our unified system works where you do, no matter how large or small your company is.
Multichannel
Businesses nowadays can’t rely only on voice calls as many customers prefer to communicate in a variety of methods. Telebroad’s multichannel system offers all modern communication options. Interact with your customers through email, chat, eFaxes, business SMS messages, and even HD quality IP voice technology.
Features to improve operation and increase efficiency
Ivr / auto attendant
Get the most suitable automated response features for your company. Whether you need just a simple call router or a more advanced interactive voice response to provide options and guidance to your customers, we have both.
Queuing
Our advanced queue options help your call center handle large call volumes and increase productivity. Using both queue and agents priority rankings you can efficiently manage the calls routing and overflow. Let our ACD handle call distribution or take over at any moment with manual controls.
Remote or mobile
PBXcellent is available to agents from anywhere they can get online. It accommodates remote agents and those on the go with a single extension associated with them, making it easier for clients to reach them. No dedicated lines or traditional PBX maintenance required.
Monitoring
Get the call center oversight you need with a variety of monitoring features. Assess the professionalism of agents and provide them with guidance. We even have a barge-in feature that allows you to participate directly or take over a call if necessary.
Automatic call distribution
Choose how incoming calls are received and distributed to your team. Set queue distribution for optimal responsiveness and customer care using a variety of parameters – customer’s IVR selection, time of day, queue or agent’s ranking, and agent's idleness duration.
End to end support
Deployment
Our simple deployment procedure makes for an easy transition. We ensure that you get the right phones and that you're completely setup and ready to go in no time.
Unlimited support
Our tech support is unrivaled. Experts are available 24/7 without any cap or limitations. If you need us, we'll always be there for you. We outperform traditional phone companies support on every level - giving you the peace of mind you deserve without the cost or long wait times.
