Virtual Call Center Features

Our solution includes a feature rich set of products that is easy to deploy, customize and maintain.

Eliminate the hassle and expense of building and managing a premise based call center. We take that responsibility off your shoulders so that you can focus on what really matters, running your call center.

Our solution includes a complete suite of enterprise hosted call center products that can be easily customized to your specifications.

Automatic Call Distribution
Create virtually any routing scenario and do it quickly and easily. AVAD gives you all the routing tools you need and we will help you implement to achieve your objectives.
Skills Based Routing
Ensure callers are directed to the right queue and the best available agent regardless of the agent’s physical location.

Virtual Queue
Instead of “waiting for the next available agent” the virtual queue allows callers to leave a message and a call back number. The next available agent calls when available.
Auto-Attendant
The Auto-Attendant provides enterprises with a powerful and flexible tool to field inbound calls and deliver those calls to the intended destination through interactions with the caller.

Call Center Reporting
AVAD’s virtual call center includes a comprehensive set of configurable real-time and historical reports that are required for a broad range of call centers. There are 18 canned reports included with the call center.
Call Recording
Automatically records all or selected calls easy-to-use, browser based call access.

Supervisor Desktop Interface
The call center supervisor interface is a real-time agent and queue management interface. Supervisors can monitor the real-time activity of queues, including viewing individual queued calls, retrieving calls from a queue, changing the position of calls in queue, and transferring calls out of the queue.
Agent Desktop Interface
The call center agent interface is an easy to use, feature-rich web interface that allows call center agents to efficiently handle a high volume of calls. The Call Center Agent Interface supports a full set of call handling functions, ACD state management, integration of multiple directories, Outlook integration, and other features required for call centers.

Receptionist Console
The Receptionist Console is a carrier-class, software-based attendant console for use by receptionists who manage inbound calls for small, medium and large enterprises, as well as departments and groups within the enterprise.
CRM/Salesforce Integration
AVAD’s virtual call center integrates with Salesforce.com and most popular CRM software programs.

Microsoft Lync Integration
Connect your IP Phone to Microsoft Lync allows your colleagues to see if you are on the phone, enables you to place calls from Microsoft Lync witout ever physically touching your IP Phone Set.

You can also answer calls, place calls on hold and transfer calls to anyone on your contact list directly from your desktop. Multiple calls are displayed in a stacked layout making it easier to switch between calls.

Entrance Greeting/Announcements
Greet callers with a customized greeting, periodic comfort announcements, and music on hold.

Alternate Routing Options
Multiple options for handling calls after business hours, on holidays, or in temporary overload conditions.
Unified Messaging
Our Messaging system is fully integrated with the Call Center application, enabling users to retrieve voice messages via the Voice Portal, or via e-mailed messages.

Conferencing
Our Conferencing is fully integrated with the Call Center application, allowing agents to quickly escalate calls, or engage additional resources. Supervisors can utilize the Instant Group Call service to immediately contact all the agents in the ACD group.
Agent Mobility
Our Virtual Call Center and Remote Office allows agents to receive calls from anywhere, at anytime. Since the calls remain on your system, call states are tracked and reporting measurements are captured.

Run Virtual Call Center

Everything you need to effectively run a virtual call center

With Apex Telecom you get the state-of-the-art virtual call center technology and a Live Dedicated Support team.

Call Center – Still Not Sure

Unsure about how to get started?

Call 800.733.4136 and speak with a business VoIP specialist who will guide you through the process.