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Call Centre2021-02-19T13:13:16+00:00

Call Centre

A highly scalable call centre solution that allows you to provide a smooth caller experience, whilst managing calls and agents from anywhere in the world.

There are no infrastructure requirements and the software is compatible with existing equipment.

Get in touch
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Call Centre

A highly scalable call centre solution that allows you to provide a smooth caller experience, whilst managing calls and agents from anywhere in the world.

There are no infrastructure requirements and the software is compatible with existing equipment.

Get in touch
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Features

A complete call centre platform that provides agents with full capability.

The call centre software is formed of an application and a browser-based portal. Agents can log in to the system from anywhere device and provide the same level of service as they would from a call centre desk.

Call-Centre-network-diagram

Features

A complete call centre platform that provides agents with full capability

The call centre software is formed of an application and a browser-based portal. Agents can log in to the system from any device and provide the same level of service as they would from a call centre desk.

Voicemail

Create personalised greeting messages and get notified immediately when received.  All voicemails can be listened to from a browser-based portal.

Call features

When answering a call; hold, transfer, call inquiry (hold then make the second call), or invite a third-party to join the call.

Call logs

Record every detail of each inbound and outbound call, including CLIs, DDIs, and the corresponding agents.

Call parking

Put a call on hold at one telephone set and continue the conversation from any other telephone set.

Ring groups

Organise your extensions in a variety of ring strategies, so that incoming calls are always answered.

Call masking

The ability to present a dedicated service number or withhold when making calls. Hide your phone number when making an outbound call.

IVR system

A multi-level IVR that integrates with your systems. You have complete control and can add additional layers as you need them.

Skills-based routing

Assign skills-sets to each agent or department and route calls based on the caller’s requirements.

Time-based routing

Choose where your calls are routed, depending on the time of day. You can also decide where calls go outside of business hours.

Homeworking

If your staff are working from home, have your calls routed to their mobiles or softphones automatically.

Ring groups

Organise your extensions in a variety of ring strategies, so that incoming calls are always answered.

Automated Call Distribution (ACD)

Smart and efficient routing that combines several features, to ensure calls go to the right person, even when you are at your busiest

Preffered agent

Assign agents to specific accounts so that support is made more personalised and efficient.

Agent status

Automatic and manual status identification. Use an agent’s status to determine whether calls should be routed to them.

Auto dialler

Increase the efficiency of your outbound campaigns by automatically calling a compiled list of numbers, based on different strategies.

Voice-to-email

Notify agents by email when voicemails are received and allow the recording to be played over email.

Pickup groups

Answer a call on another extension in your designated group by pressing a soft key or entering a short code.

Callback

Callback will hang up the caller and call them back so that they are directed to the selected destination.

Speed dial

Turn numbers into short codes, reducing the need to look-up and dial long-form phone numbers.

Conference

Enable multiple on-site and outside callers to participate simultaneously in password protected conference calls.

Real-time dashboards

Gain a real-time overview of your call centre. Customise displays to suit your needs and see trends instantly.

Call recording

Review every detail of any call and ensure your employees provide the highest level of customer service.

Call monitor & intervene

Listen in on agents’ calls in real-time or record for later retrieval to improve agent performance.

Wallboards

Custom-built displays that can show any of the metrics associated with the system. e.g. call statistics, location maps, queue overviews

Disaster recovery

In the event of a business issue, customers can route calls to a secondary destination automatically or by using a manual override.

Fraud protection

Block outbound calls and specific number types and add spending caps to your bills.

Voicemail

Create personalised greeting messages and get notified immediately when received. All voicemails can be listened to from a browser-based portal.

Call features

When answering a call; hold, transfer, call enquiry (hold then make second call), or invite a third-party to join the call.

Call logs

Record every detail of each inbound and outbound call, including CLIs, DDIs and the corresponding agents.

Call parking

Put a call on hold at one telephone set and continue the conversation from any other telephone set.

Ring groups

Organise your extensions in a variety of ring strategies, so that incoming calls are always answered.

Call masking

Phone numbers don’t always have to be seen. Hide your phone number when making an outbound call.

IVR system

A multi-level IVR that integrates with your systems. You have complete control and can add additional layers as you need them.

Skills-based routing

Assign skills-sets to each agent or department and route calls based on the caller’s requirements.

Time-based routing

Choose where your calls are routed, depending on the time of day. You can also decide where calls go outside of business hours.

Homeworking

If your staff are working from home, have your calls routed to their mobiles or softphones automatically.

Ring groups

Organise your extensions in a variety of ring strategies, so that incoming calls are always answered.

Automated Call Distribution (ACD)

Smart and efficient routing that combines several features, to ensure calls go to the right person, even when you are at your busiest.

Preffered agent

Assign agents to specific accounts so that support is made more personalised and efficient.

Agent status

Automatic and manual status identification. Use an agent’s status to determine whether calls should be routed to them.

Auto dialler

Increase the efficiency of your outbound campaigns by automatically calling a compiled a list of numbers, based on different strategies.

Voice-to-email

Notify agents by email when voicemails are received and allow the recording to be played over email.

Pickup groups

Answer a call on another extension in your designated group by pressing a soft key or entering a short code.

Callback

Callback will hang up the caller and call them back so that they are directed to the selected destination.

Speed dial

Turn numbers into shortcodes, reducing the need to look up and dial long form phone numbers.

Conference

Enable multiple on-site and outside callers to participate simultaneously in password protected conference calls.

Real-time dashboards

Gain a real-time overview of your call centre. Customise displays to suit your needs and see trends instantly.

Call recording

Review every detail of any call and ensure your employees provide the highest level of customer service.

Call monitor & intervene

Listen in on agents’ calls in real time or record for later retrieval to improve agent performance.

Wallboards

Custom built displays that can show any of the metrics associated with the system. e.g. call statistics, location maps, queue overviews.

Disaster recovery

In the event of a business issue, customers can route calls to a secondary destination automatically or by using a manual override.

Fraud protection

Block outbound calls and specific number types and add spending caps to your bills.

Benefits

Web-based management platform

Manage your call centre in real-time

Call-Centre-wallboard

Manage all your services, data, and staff through an easy-to-use web portal. The browser-based portal provides an overview of all activity within the call centre in real-time.

Allow agents to make VoIP calls from their computers, without the need for a handset. Integrate this with your CRM, to allow live updates of records and improve productivity around the call centre.

Integrations

Integrate with in2tel’s other services to personalise every step of your customer’s journey.

Increase your outbound campaign capabilities with SMS or push notifications.

sms-messaging-in2tel

SMS

in2tel-push-notification-icon

Notifications

Finder-in2tel

Number Finder

call-recording-in2tel

Recording

IVR-in2tel-icon

IVR

Finder-in2tel

Finder

in2tel-call-centre-icon

Call Centre

in2tel-push-notification-icon

Notifications

sms-messaging-in2tel

SMS

contact-centre-wallboard-agent-view

Get an up-to-the-minute view of your agents

Gain a real-time overview of your inbound and outbound calls.

Show call logs, current call count, success and failure percentages, call location maps, queue overviews, queue graphs or other metrics associated with the system.

Design, create and store any number of unique configurations for future use.

contact-centre-wallboard-agent-view

Carrier-Grade Quality

Tier-1 interconnects and a private MPLS fiber backbone minimises hops on the public internet.

99.999% Uptime SLA

Redundant multi-cloud infrastructure and carrier independence eliminate downtime.

Unmatched Security

Encryption options for signaling (TLS) and media (SRTP/ZRTP) ensure your communications are secure.

Carrier-Grade Quality

Tier-1 interconnects and a private MPLS fiber backbone minimize hops on the public internet.

99.999% Uptime SLA

Redundant multi-cloud infrastructure and carrier independence eliminate downtime.

Unmatched Security

Encryption options for signaling (TLS) and media (SRTP/ZRTP) ensure your communications are secure.

Resources

Frequently Asked Questions

There is a dedicated support section that can be found here.

Email support: issue@in2tel.ie

Phone support: 0818 28 6666

As an Irish and EU company, we’re regulated by ComReg, the statutory body responsible for the regulation of telecommunications, radio communications, broadcasting transmission and premium rate services and the postal sector in Ireland.

Latest releases

Resources

Frequently Asked Questions

For many years, an on-premises PBX (Private Branch exchange) was the only phone system available to businesses. All phone extensions would be linked to your PBX box and this would connect them to the phone network, using either PTSN or ISDN telephone lines.

These boxes were and still are available, as a one-off purchase or a lease.

A hosted phone solution uses the Internet to connect your extensions to the phone network. There is no need for a physical phone system on your premises. The management and setup are all done through web portal and this can be accessed through most Internet-enabled devices.

With in2pbx, you are charged per user, on a monthly basis. There are no significant up-front costs

Hosted solutions have a low setup cost, as they avoid paying large up-front costs for a new system. Handsets aren’t required if you’re using a softphone. If you are using handsets, IP-enabled handsets are required.

Most hosted solutions are charged per extension, per month. Hosted solutions are often the cheaper option for small businesses with a small to medium number of extensions. For large-scale enterprises, the monthly costs often exceed that of buying an on-site phone system.

There is a dedicated support section that can be found here.

Email support: issue@in2tel.ie

Phone support: 0818 28 6666

As an Irish and EU company, we’re regulated by ComReg, the statutory body responsible for the regulation of telecommunications, radio communications, broadcasting transmission and premium rate services and the postal sector in Ireland.

Latest Releases

Do you have any questions?

Give us a call and we’ll fill in the gaps.

1800 91 1800

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