CallSwitch Contact Centre edition enables companies to deliver exceptional service to their customers, enhance agent productivity, and empower supervisors with visibility and control over activity within the contact centre environment.
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Empower your contact centre agents and enhance your customer service
With enhanced management and reporting, contact centres can empower agents with new tools and integrations to deliver better service to end customers, while supervisors gain valuable insights that inform activity.
Agent management
Enable supervisors to support agents with escalation alerts, call monitoring & intervention, and a range of powerful live reporting that audits performance across the contact centre.
Competitive licensing
We don’t believe in charging extra for features that should come as standard, whether that’s applications, call recording or integrations, and our inclusive call bundles keep you protected.
Intelligent integration
Key to any Unified Communications solution is integration with other critical services. CallSwitch integrates with all the leading CRM platforms ‘out of the box.’
Contact centre applications that enhance customer communication
Our CallSwitch Communicator soft client adapts to different contact centre roles. Communicator ‘Supervisor’ provides a real-time hub for monitoring and managing teams of agents. It displays real-time call and agent statistics, with live performance monitoring. Supervisors can respond to escalations from agents requiring assistance and then monitor or intervene on any call, ensuring agents are supported and inbound customer enquiries are effectively managed and resolved.
The tools you need to manage your contact centre
Wallboards provide agents with live insight into how they are meeting customer needs and internal quotas while enabling supervisors to identify increased demand that could require additional resource.
Contact centre supervisors can leverage a wealth of statistics to quickly analyse performance, such as calls answered, talk time, wait times, unanswered calls, and more. And with all data presented graphically, everything can be easily digested live or reported on historically.
Integrate with all the services you need
CallSwitch Contact Centre is plug-and-play ready for integration with Salesforce, Microsoft Dynamics, Microsoft Teams, Sugar CRM, HubSpot, Zendesk, Bullhorn, Pipedrive, and more, with new integrations coming on-stream regularly. Less common, web-based, CRMs are also catered for, offering both click-to-dial and ‘screen pop’ functionality, ensuring customer information can be verified quickly and easily.
Industry-leading features
Soft / mobile client
Our Communicator client supports desktop (Windows & Mac), plus mobile apps for iOS and Android.
Supervisory management
Enable supervisors to support agents and customers with escalation requests, call listen/whisper, and barge.
Directory services
Maintain a global company directory of all your employees or contacts.
Click-to-dial
Dial with ease through our Communicator app wherever you see a number on-screen.
Instant Messaging
Chat with colleagues and share files instantly.
Presence
Set your presence status, so colleagues know if you’re available.
Voicemail-to-email transcription
Instantly and automatically receive an email with a text transcription of any voicemail you receive.
Voice & video conferencing
Collaborate with colleagues using voice and video through our Communicator app.
Screen sharing
Share screens and panes to enhance remote meetings and collaborate better.
Integrated call recording
Benefit from automatic call recording of all inbound and outbound calls, with 90-days secure storage included.
Compliant solutions
Optional integration with our Atmos compliance suite ensures adherence with regulations such as MIFID II and PCI.
Wallboards
Benefit from live call statistics, enabling you to report live on any data you need to ensure contact centre performance and customer satisfaction.
Cost-effective call packages
Our simple pricing structure includes competitive call bundles, unlimited free calling between extensions, and no upfront costs.
CRM integration
Integrate with all the other services you need to ensure agent productivity and customer satisfaction.
Advanced PBX features
Deliver an enhanced experience for inbound calls, with IVRs, auto-attendant, call queue and on-hold music.
Simple online management
Add new users instantly, administer changes to call flows and configure features all from a single, secure online portal.
Enterprise resilience
Benefit from enterprise-grade voice network resilience, on a dedicated, geo-redundant platform with robust high-bandwidth infrastructure.
Seamless implementation
Porting and provisioning carried out by our in-house UK team, with no specialist training required for users or administrators.
International numbering
Assign geographical numbers, with numbering available for over 65 international destinations.
Endpoint flexibility
Options for desk phones, with a wide range of supported VoIP handsets & conference devices.
Are you a reseller looking to partner?
With a range of partnership options and a host of support and marketing services available, it’s never been a better time to become a TelcoSwitch channel partner.
Why choose us?
One of Europe’s fastest growing businesses
TelcoSwitch is an innovative, British owned telecommunications company that builds market-leading, resilient Unified Communications and compliance solutions, recognised by The Financial Times in their 2022 ‘FT1000’ list, and proud to have ranked 25th in the Sunday Times Sage ‘Tech Track 100’ league table of the fastest growing UK technology companies.
For resellers looking to provide their customers with a proven solution for cloud telephony, the CallSwitch platform from TelcoSwitch enables channel partners to offer a customisable and white-labelled platform while maximising their revenue through competitive licensing.
Trusted by those we support
Just like our data centres, our salespeople, account managers, porting team, support helpdesk, DevOps engineers and everything else TelcoSwitch is delivered from the UK. And with a satisfaction score of 97% from our channel partners and customers, you’re in safe hands.
Accreditations
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