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.

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Call Centre 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.

The basics

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.

Routing & call queuing

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.

Productivity

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 shortcode.

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.

Monitoring & reporting

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

DR & fraud protection

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.

Call Centre Benefits

Web-based management platform

Manage your call centre in real-time

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.

Call Centre Integrations

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

Combing with other services allows you to turn your call centre software into a unified communications platform.

IVR

Payments

SMS

Notifications

Recording

Notifications

Recording

IVR

Finder

Card payments

Notifications

SMS

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.

99.999% Uptime SLA

Redundant multi-cloud infrastructure and carrier independence eliminate downtime.

Carrier-Grade Quality

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

Unmatched Security

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

Call Centre Resources

Frequently Asked Questions

Where can I find support for Call Centre?

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

Email support: issue@in2tel.ie

Phone support: 0818 28 6666

BRINGING INTELLIGENCE TO TELECOMS

You can talk to us through live chat, by phoning our freephone number 1800 91 1800, or by heading to the contact form.

Call Centre

Call Centre Features

The basics

Routing & call queuing

Productivity

Monitoring & reporting

DR & fraud protection

The basics

Voicemail

Call features

Call logs

Call parking

Ring groups

Call masking

Routing & call queuing

IVR system

Skills-based routing

Time-based routing

Homeworking

Ring groups

Automated Call Distribution (ACD)

Preffered agent

Productivity

Agent status

Auto dialler

Voice-to-email

Pickup groups

Callback

Speed dial

Conference

Monitoring & reporting

Real-time dashboards

Call recording

Call monitor & intervene

Wallboards

DR & fraud protection

Disaster recovery

Fraud protection

Call Centre Benefits

Web-based management platform

Manage your call centre in real-time

Call Centre Integrations

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

99.999% Uptime SLA

Carrier-Grade Quality

Unmatched Security

Call Centre Resources

Where can I find support for Call Centre?

How is data processed?

Who is in2tel regulated by?

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