VoIP Call Center
Want to deliver next-level customer service? Empower your team today by customizing Vonage Business Communications (VBC) features into a Voice over Internet Protocol (VoIP) call center. VoIP call centers use cutting-edge technology to do so much more than a traditional landline system can.
Speak to an expert and find out what VoIP call center solutions can do for your business.
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Leverage VBC Features to Build the Best VoIP Call Center Solution For Your Business
More than ever, businesses are recognizing the advantages of VoIP for supercharging their communications. But how well can Vonage’s UCaaS solution, VBC, handle the call center functions you rely upon for your day-to-day operations? You might be surprised! Take a look:
Missed calls causing a headache? Not with our Auto Attendant—also sometimes called a Virtual Receptionist. This fully customizable feature provides callers with a list of options based on your organization’s work hours and scheduling needs. With Auto Attendant, no call ever goes unanswered.
Get more out of your existing applications by adding a simple Interactive Voice Response (IVR) script. This handy feature uses pre-recorded voice prompts to direct customer calls to your business. IVR routes calls quicker and declutters operations. What’s more–it frees up your call center team to focus on dealing with more complex inquiries.
If your organization takes a particularly high volume of calls, you need a VoIP call center solution that’s up to the task. Assign Vonage’s Receptionist Console add-on to a single user extension, and then be able to handle up to 50 calls at the same time.
Sometimes, call volumes suddenly spike and there just aren’t enough staff on duty to service all customers immediately. With Call Queue, you can give callers the option to stay in a virtual waiting room until one of your representatives becomes available.
Going on a business trip but need to make sure you can take that vital client call? It’s simple with Call Forwarding. This flexible function allows you to route any call to any device you like, meaning you can still be “in the office” and accessible, even when you’re out and about.
For teams that respond to calls collectively, you can set up a Call Group. Each group can have a single direct dial number and a group extension for routing calls within the system. It can even have its own dedicated voicemail box.
Leverage analytics to supercharge efficiency by taking advantage of detailed call logs. You can access any call record by extension or account — simply log into your Admin Portal and run a report query. Ideal for when you want to drill down into the data.
With a VoIP call center phone system, you’re not bound to specific pieces of equipment. As long as you have a stable connection, you can route calls to any internet-enabled device. So whether your team works on site or remotely, they’ll be delivering the same top-tier service.
Local and International Numbers
Show your commitment to your customers by giving them the option to call you on numbers that are convenient for them. You can have a single international number or a local number for any market, meaning callers can get in touch from anywhere without having to pay extra.
What is a VoIP Call Center?
A call center is an organization or business department set up to make or take calls at volume, usually to or from prospective or existing customers. VoIP call centers use an internet connection to enable you to place and receive calls rather than utilizing the traditional phone network.
Modern call center VoIP systems provide an abundance of features that give you a wide array of options for optimizing your communications. As well as phone calls, they can often handle video and other digital contact options.
That means you can benefit from all the features you would expect as standard from a traditional system, but with many more.
You can also link your call center VoIP software to other applications via an extensive suite of integrations. Your customer service team can use these integrations to pull all the information they need to deal with queries at lightning speed, so your customers get world-class service every time.
Benefits of Switching to a VoIP Call Center Solution
Why make the switch? Because when you do, you’ll be able to take advantage of some terrific benefits:
How to Tell if Your Business Needs a Call Center Solution
Why might now be a good time for your business to switch to a VoIP call center solution? There are a few key situations that come to mind:
You’re Dealing With a Much Increased Volume of Calls
If your business is facing a sudden spike in calls, it’s absolutely critical to respond effectively. The last thing you want is for your missed call numbers to go through the roof, leaving a trail of dissatisfied customers behind.
Vonage offers a Receptionist Console that you can use to handle up to 50 calls simultaneously. You can also take advantage of the AI-powered Virtual Assistant feature so that customers with simpler queries can resolve their own issues.
You’ve Introduced a Remote Work Policy or Have Staff Who Want to Work From Home
Want to take advantage of all the benefits of having a remote or hybrid workforce? You need a solution that enables distance working. Before you even think of introducing such a policy for your call center, you should make sure you have the right kind of system in place to make it work.
In a traditional call center, customer service representatives have to use specific equipment. With a VoIP system, your agents can access their accounts via the internet using any device, meaning they don’t need to be on site.
That means more flexibility for your teams, while your customers enjoy the same, high-quality service they always did.
You Intend to Rapidly Scale Your Business
Entering a fast growth phase can be great news, but only when you can scale up your service levels accordingly. One of the biggest challenges of trying to build up your business fast, is that old solutions that worked before often can’t cope with increased operational complexity.
Scalability is one of the greatest advantages of using VoIP call center software. Since you can add new users in just a few clicks, you can get your new agents ready to go much faster than you could with a traditional call center setup.
The flexibility to dial up your communications system — pun intended — in line with more complicated requirements takes the stress out of the process.
The Right VoIP Call Center Solution Can Help Your Employees and Your Customers
Keeping your customers and employees happy is what it’s all about. Making the switch to the ideal VoIP call center for your business will make life easier for your callers, while letting your agents know you value and appreciate them.
So why not get started today? Connect with a Vonage expert to discover how you can customize VBC into a call center platform that takes your customer service to new heights.
FAQs About VoIP Call Centers
A call center focuses on helping customers over the phone. Despite the fact we’re living in a multichannel world, this is still one of the most popular ways for customers to try to resolve an issue.
Nevertheless, it’s always a good idea to give your customers as many options as they might want. That’s where a contact center comes in. With a contact center, customers can use a variety of methods for getting in touch such as via email, live chat, or social media platforms.
You can categorize call centers in a number of different ways, depending on their purpose or function. This could include:
- In-house or third-party: Some businesses prefer to directly employ their customer service agents, whereas others like to outsource.
- Inbound or outbound: Whether the calls are mostly coming in (e.g., customer service) or going out (e.g., sales).
- Automated or human: Some organizations use fully automated call centers rather than employ agents.
VoIP call center technology can be adapted for use in any type of call center.
Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) are technically slightly different, but they work well together.
UCaaS is a more general communications solution for your business as a whole, whereas CCaaS is dedicated specifically to your contact center.
When contemplating which of the UCaaS and CCaaS options to go with, bear in mind that you don’t have to choose. By leveraging a UCaaS solution that encompasses CCaaS functionality, all communications across your organization will be seamlessly aligned.