Sales

866-714-9232

7:00am – 5:00pm PST (Monday – Friday)

Support

888-325-5875

818-452-5306

Available 24 Hours

Billing & Customer Service

888-325-5875

8:30am – 5:00pm PST (Monday – Friday)

Partner Program

866-634-1394

Shipping Address

Broadvoice

9221 Corbin Ave. Suite 155

Northridge, CA 91324

Support

888-325-5875

818-452-5306

Available 24 Hours

virtual-call-center-features2018-09-16T22:56:49+00:00

Navigating through the Virtual Call Center

Real-time Analytics

Supervisors can view real-time analytics and historical call statistics. View metrics that show agent performance, such as: speed of answer, average call duration, hold times, abandoned call rate, agent misses, and timeout calls.

Call Coaching

While calls are in progress, supervisors can monitor conversations or coach (whisper to) the agent and even join the call to speed resolution and/or improve the outcome.

Call History

See historical call reports on specific time frames, with detailed call records including the phone call audio.

Call Queue

With a live call queue dashboard, agents and supervisors can easily see a detailed view of all live calls and agent activity in the call queue.

Call Queue Customization

Call queues can be customized extensively, with multiple ring strategy options, business hours call routing, break out options, and many other features.

Call Coaching

While calls are in progress, supervisors can monitor conversations or coach (whisper to) the agent and even join the call to speed resolution and/or improve the outcome.

Tell me more about Virtual Call Center