3 New Features For Virtual Call Center

We’re excited to announce the release of three new beta features for our Virtual Call Center technology.

1. Call Notes
2. Custom Caller ID
3. Call Distributor Summary Report

Here are more details about each feature:

Call Notes
Using Call Notes, call center managers can create a custom web form so that agents can make notes (about contact info, lead source, call quality, etc.) for each call directly in the agent panel.

Custom Caller ID
With this update, call center managers can customize caller ID for inbound and outbound calls via the Virtual Call Center. This is an especially nice feature for when agents are working from home since you can show the company's main phone number, rather than the agent's personal phone number, on outbound calls.

Call Distributor Summary Report
With this new report, for each Call Distributor, you can see the following summary stats:

• # of answered calls
• # of calls that went unanswered because no agents were available
• # of callers who opt to go to voicemail instead of wait on hold
• # of callers who hang up before the call is answered by an agent
• How often queue size was exceeded
• How often max wait time for callers was exceeded

Whether you are currently using our Virtual Call Center technology or thinking about trying it out, give our team a call for a complete demo of our new features.