Call Center

Take more customer calls with fewer agents.

The Caller ID Management feature allows users to easily modify the outbound Caller ID from their endpoint, either for the next call or until the change is reversed.

The CRM Link is designed to connect your CRM software to your VoIP Crunch Call Center. This allows VoIP Crunch to push call history and caller information, as well as call recordings and voicemails, to your CRM. In conjunction with the Desktop & Mobile Integration plugin, the link allows inbound Call Popups and Click to Call functionality from your CRM.

The VoIP Crunch CRM Link currently offers native support for:

  • Salesforce
  • Zoho CRM
  • SugarCRM
  • SuiteCRM
  • ConnectWise

VoIP Crunch Advanced Call Queues allow organizations to take advantage of contact center functionality like queue penalty rules, virtual queues, queue call back, and expanded destination controls.

Queue Reports provide insight into each and every queue on a given VoIP Crunch system. It offers full control over what data is displayed for each type of report and lets users build custom templates for quick reporting. Each report type, such as All Call Distribution by Queue, has a list of columns that can be checked or unchecked for on-the-fly view customization.

Any phone call can be recorded, either prescheduled or midway through the conversation. These tools allow you to share recordings for Training and Quality purposes. Please review our Terms of Service prior to using.

This feature gives you the ability to listen in on a call in progress with the option to talk to the agent only or “barge in” on the call.

This feature was designed for Lawyers, Accountants, and Service Professionals who bill by time spent on the phones. Users can assign and track time spent on the phone with customers by account code or account name. Summary and detail reports can be exported as a PDF or CSV file.

The Queue Wallboard allows you to easily view real-time information related to queues.

The queue information available includes:

  • the number of active calls in any queue
  • the number of calls that have been abandoned
  • the SLA percentage (ratio of calls that are handled using pre-defined criteria)
  • a complete summary of queue statistics (such as wait time), over a pre-determined period of time
  • Agent status for any agent

All of this information can be configured and displayed with this module! These statistics can be displayed as needed even on a dedicated “wallboard” display for all agents and managers of the call center to see.