Call Centre Solutions for the Small & Medium Business

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Small and Medium Businesses are now able to afford enterprise-class call centre features previously only available to the biggest organisations. If your organisation has a sales, technical support, or customer service team who handle inbound or outbound calls, your organisation can benefit from a modern call centre system.

With trixbox Pro, thousands of small and medium businesses are now able to realise the benefits of advanced call centre features such as automatic call distribution, call queuing, integrated voice response systems, distributed call centres, remote call centre agents, find-me & call centre agents on mobile-phones.

Increase Customer Service

trixbox Pro Call Centre Edition with the HUD desktop call control software, allows for more efficient call distribution and better customer service.

• Call Queues help manage how incoming calls are routed and prioritised, and what to do instead of giving the customer a busy signal. Create unlimited queues and personalise each with your own announcements, music on hold, call volume and agent performance reporting. Escalate calls progressively through the organisation to ensure that your customers calls are being answered.
• Automatic Call Distribution allows you to route calls automatically to the best call centre agents, whether they're in the office, in another office, working remotely or on a mobile phone. Direct callers to different call menus based on the telephone number they call and/or the options the choose in the menu. Calls can be distributed in a round-robin fashion, or you specify distribution criteria: ring call centre agents in order; ring randomly or use skills-based routing to ring your best call centre agents first.
• CRM Integration supercharges your team by unifying your CRM and PABX system to help sales reps close leads effectively, and provide the best possible customer service. trixbox Call Centre Edition with HUD integrates seamlessly with web-based CRM systems such as SugarCRM and Salesforce.com. Incoming calls initiate screen pops and lookups based on Caller ID, providing call centre agents with information that makes them more informed, and able to better handle customer enquiries.

Improve Efficiencies and Reduce Call Centre Costs

trixbox Call Center Edition solution saves your business money while increasing the overall efficiency of your operations.

• Mobile and Distributed Call Centres enhance productivity and retain talent by using technology to provide a more flexible workplace. trixbox Pro lets you build virtual call centers that enable call centre agents to work remotely and even enable agents to take calls on their mobile phones.
• Fonality's HUD (Head Up Display) desktop software provides real-time call controls that let you know which call centre agents are on the phone and whom they are talking to. Agents or call centre managers can drag-and-drop transfer calls to other extensions, to voicemail, to mobile phones and can initiate on the fly call recordings.
• trixbox Pro allows you to move to VoIP with PSTN fail-back, providing the cost and flexibility advantages provided by VOIP, while providing the reliability of traditional fixed line services.

Enhance Call Centre Management and Reporting

Advanced reporting capabilities give call centre managers visibility into the performance of their call centre team.

• Real-Time Reports provides immediate information about the activity in the call centre. trixbox Call Centre Edition gives you company-wide reports on number of callers waiting, wait times and abandonment rates; and which agents are logged in or on calls.
• Call Monitoring and Barging enables call centre managers to listen to calls for training or regulatory purposes. They can monitor calls for better customer service or handling of complaints. trixbox Call Center Edition has permissions built in so that only selected employees can monitor and barge calls.
• Call Recording - trixbox Call Centre Edition provides the ability to either schedule the recording of calls, or to trigger on-the-fly recording of calls using Fonality's HUD desktop call control software. Recordings are stored on the PBX and can be retrieved at any time.